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Technical Lead – IT Ops Support

Job Description:

  • Serve as the senior technical escalation point for complex IT and Operational Support issues
  • Own difficult incidents from initial investigation through root cause identification, resolution, and follow-up
  • Troubleshoot endpoints, operating systems, identity and access, SaaS applications, connectivity, audio/video, peripherals, and related infrastructure
  • Diagnose issues involving the Sevaro ecosystem and determine escalation to Product, Engineering, Infrastructure, Security, Compliance, or external partners
  • Support clinicians and business teams in a remote-first environment
  • Provide clear communication during high-impact incidents affecting clinical or customer-facing workflows
  • Coach and mentor IT Support team members on troubleshooting, documentation, and customer communication
  • Establish escalation paths and improve the team’s independent problem-solving
  • Review recurring support problems and eliminate systemic causes
  • Create and maintain runbooks, troubleshooting guides, knowledgebase articles, and SOPs
  • Introduce automation and tooling to reduce repetitive work and improve reliability
  • Administer and improve endpoint, identity, access, collaboration, and core IT systems
  • Support onboarding, offboarding, device provisioning, access changes, and lifecycle management
  • Maintain operational controls around user access and device security
  • Partner with Security & Compliance on healthcare and data-protection requirements
  • Manage third-party technology vendor relationships and technical escalations
  • Evaluate and implement new IT tools and systems
  • Monitor support trends and identify systemic issues
  • Track and coach on response time, resolution time, recurring incidents, escalation volume, and user experience metrics
  • Lead or contribute to incident reviews and root cause analyses
  • Drive improvements in monitoring, documentation, tooling, and processes
  • Build scalable support processes
  • Collaborate with Product and Engineering on proprietary platforms and integrations
  • Partner with clinical and operational teams to understand workflows
  • Translate technical issues for technical and non-technical stakeholders
  • Represent IT Operations in cross-functional projects, technology rollouts, and operational readiness efforts

Requirements:

  • 5+ years of experience in IT support, systems administration, IT operations, technical support engineering, or a related field, preferably in a healthtech or clinical-facing environment
  • Experience operating at a Senior, Lead, or L3 support level, including ownership of complex technical escalations
  • Experience with IT Service Management and ticketing platforms
  • Strong hands-on troubleshooting across Windows/macOS, iOS and Android, endpoint management, identity and access management, SSO/MFA, SaaS administration, networking/connectivity, audio/video and remote collaboration technology, endpoint security/access controls, and virtual desktop environments
  • Experience supporting a remote workforce
  • Strong understanding of incident management, root cause analysis, and operational troubleshooting
  • Familiarity with HIPAA-conscious IT operations and security practices
  • Strong documentation habits and experience developing runbooks, SOPs, or knowledge bases
  • Ability to remain organized and effective when priorities change or high-impact issues require immediate attention
  • Strong understanding of change management and stakeholder awareness
  • Strong sense of ownership through issue resolution
  • Excellent written and verbal communication skills
  • Nice to have: experience in healthcare, health technology, telemedicine, or another highly regulated environment
  • Nice to have: experience supporting physicians or other clinical users
  • Nice to have: familiarity with telehealth workflows, EMRs/EHRs, PACS, or hospital technology environments
  • Nice to have: experience building automation using scripting, APIs, workflow automation, or endpoint-management tools
  • Nice to have: experience supporting a rapidly growing technology company and scaling strategies
  • Nice to have: exposure to observability, monitoring, or incident-management tooling
  • Must be authorized to work in the United States

Benefits:

  • Competitive salary with performance incentives
  • Health, dental, and vision insurance
  • 401(k) offering with company match
  • 100% remote role with technology package provided
  • 15 days of PTO and paid holidays
  • Generous stock equity offering
  • Wellness perks
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