[Hiring] Technical Lead - IT Ops Support @Sevaro

Role Description

Sevaro is hiring for a newly created Technical Lead for IT Ops Support to provide hands-on technical leadership for our IT support and operations function. This role goes beyond ticket management. We are looking for someone who can:

• Step into complex technical issues and lead troubleshooting through resolution.
• Improve how support operates and serve as the escalation point when the answer isn’t obvious.
• Work closely with clinicians, operations teams, engineering, security, and external partners.
• Support a highly distributed workforce operating in a healthcare environment.

The ideal candidate combines strong technical depth, calm problem-solving, operational discipline, and a service mindset. This role is full-time, 40 hours per week, Monday through Friday, with occasional coverage outside normal hours and some travel required.

What you’ll do

• Lead Technical Support & Escalations
  • 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 across endpoints, operating systems, identity and access, SaaS applications, connectivity, audio/video, peripherals, and related infrastructure.
  • Help diagnose issues involving the Sevaro ecosystem and determine when incidents require escalation.
  • Support clinicians and business teams working in a “remote-first” environment.
  • Provide clear communication during high-impact incidents.
• Raise the Technical Bar
  • Coach and mentor IT Support team members on troubleshooting methodologies, technical fundamentals, documentation, and customer communication.
  • Establish clear escalation paths and help the team solve more issues independently over time.
  • Review recurring support problems and identify opportunities to eliminate them permanently.
  • Create and maintain technical runbooks, troubleshooting guides, knowledgebase articles, and standard operating procedures.
  • Introduce automation and tooling where it can reduce repetitive work and/or improve reliability.
• Own IT Operations
  • Help administer and continuously improve endpoint, identity, access collaboration, and core IT systems.
  • Support employee onboarding, offboarding, device provisioning, access changes, and lifecycle management.
  • Maintain strong operational controls around user access and device security.
  • Partner with Security & Compliance to ensure IT process aligns with Sevaro’s healthcare and data-protection requirements.
  • Manage relationships and technical escalations with third-party technology vendors.
  • Participate in evaluating and implementing new IT tools and systems.
• Improve Reliability & Support Operations
  • Monitor support trends and identify systemic issues before they become larger operational problems.
  • Help track and coach on meaningful support metrics.
  • Lead or contribute to incident reviews and root cause analyses for significant issues.
  • Identify gaps in monitoring, documentation, tooling, or process and drive improvements.
  • Build support processes that are scalable without becoming unnecessarily bureaucratic.
• Collaborate Across Sevaro
  • Work closely with Product and Engineering when technical issues involve Sevaro’s proprietary platforms/integrations.
  • Partner with clinical and operational teams to understand real-world workflows.
  • Translate technical issues into clear language for both technical and non-technical stakeholders.
  • Represent IT Operations in cross-functional projects, technology rollouts, and operational readiness efforts.

Qualifications

• 5+ years of experience in IT support, systems administration, IT operations, technical support engineering, or a related field, preferably in a healthtech, clinical facing environment.
• Experience operating at a Senior, Lead, or L3 support level.
• Experience with IT Service Management and ticketing platforms.
• Strong hands-on troubleshooting skills across several areas including Windows/MacOS, Mobile Device Support, Endpoint management, Identity and Access Management, SaaS App Administration, Networking, Audio/video technology, 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.
• Strong understanding of Change Management and Stakeholder Awareness.
• A strong sense of ownership; ensuring that issues are resolved completely.
• Excellent written and verbal communication skills.

Nice to Haves

• Experience working in healthcare, health technology, telemedicine, or another highly regulated environment.
• Experience supporting technology used by physicians or other clinical users.
• Familiarity with telehealth workflows, EMRs/EHRs, PACS, or hospital technology environments.
• Experience building automation using scripting, APIs, or workflow automation tools.
• Experience supporting a rapidly growing technology company and scaling strategies.
• Exposure to observability, monitoring, or incident-management tooling.

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.