Technical Lead - IT Ops Support

Job description

## About Sevaro Sevaro Health is a physician-led, AI-powered virtual neurology and telestroke company partnering with hospitals across the country, with a significant presence in rural and underserved communities. We exist to ensure that where you live does not determine whether you survive a stroke. Our Synapse AI platform powers real-time stroke routing, clinical documentation, and workflow optimization. We are not a call center. We are clinicians building technology for clinicians. As Sevaro continues to grow, the reliability of the technology our clinicians and teams use every day is essential to our mission. ## About the Role 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, lead troubleshooting through resolution, improve how support operates, and serve as the escalation point when the answer isn’t obvious. You will work closely with clinicians, operations teams, engineering, security, and external partners to ensure Sevaro’s technology environment remains reliable, secure, and easy to use. You’ll help support a highly distributed workforce operating in a healthcare environment where outages, access issues, or degraded technology can directly affect time-sensitive workflows. 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. Because our work supports critical care and patients directly, there will be occasional times, including some holidays, when we ask the team to help cover outside normal hours. We work hard to keep those requests to a minimum and communicate them ahead of time whenever possible. Occasional travel is also required, depending on projects and business needs. ## 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 to Product, Engineering, Infrastructure, Security, Compliance, or externally. - Support Clinicians and business teams working in a “remote-first” environment. - Provide clear communication during high-impact incidents, particularly when clinical or customer-facing workflows may be affected. ### 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 rather than repeatedly resolving symptoms. - 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 where appropriate. - Participating in evaluating and implementing new IT tools and systems as the organization grows. ### 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 like response time, resolution time, recurring incidents, escalation volume, and user experience. - 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 and how technology supports them. - 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. ## What we’re looking for - 5+ years of experience – 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, including ownership of complex technical escalations. - Experience with IT Service Management and ticketing platforms. - Strong hands-on troubleshooting skills across several of the following: Windows/MacOS, Mobile Device Support (iOS & Android), Endpoint management and device administration, Identity and Access Management / SSO / MFA, SaaS App Administration, Networking and Connectivity troubleshooting, Audio/video and remote collaboration technology, End-point security and access controls, Virtual Desktop Environments (i.e. Citrix, Azure Virtual Desktop, AWS Workspace, Frames, etc.) - 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 a high-impact issue requires immediate attention. - Strong understanding of Change Management and Stakeholder Awareness. - A strong sense of ownership; not stopping at identifying the issue but ensuring that it crosses the finish-line. - 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, workflow automation, or endpoint-management tools. - Experience supporting a rapidly growing technology company and scaling strategies. - Exposure to observability, monitoring, or incident-management tooling. ## **Benefits and Perks** - 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