Technical Lead - IT Ops Support
About the role
Sevaro Health is a physician-led, AI-powered virtual neurology and telestroke company. We partner with hospitals across the country, with a significant presence in rural and underserved communities. 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.
We are currently seeking a Technical Lead for IT Ops Support. This role involves providing hands-on technical leadership for our IT support and operations function. The role goes beyond ticket management, requiring the ability to 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.
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.
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.
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 - 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. Participate 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.
Able 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.