Technical Lead - IT Ops Support

About the Role
The hiring organization is seeking a Technical Lead - IT Ops Support to provide hands-on technical leadership for its IT support and operations function.
This full-time role serves as a senior escalation point for complex technical issues, leading troubleshooting efforts through resolution, improving support operations, and guiding technical incident response. Working closely with clinicians, operations teams, engineering, security, and external partners, the role ensures that the technology environment remains dependable, secure, and user-friendly across a distributed workforce operating in a healthcare setting where technology performance directly impacts time-sensitive workflows.
This position is based remotely in the United States and operates on a full-time schedule of 40 hours per week, Monday through Friday. Because operations support critical care and direct patient workflows, occasional coverage outside standard hours, including select holidays, may be required. Occasional travel is also required depending on projects and business needs.
Key Responsibilities
Serve as the senior technical escalation point for complex IT and operational support challenges, owning difficult incidents from initial investigation through root cause identification, resolution, and follow-up.
Troubleshoot across endpoints, operating systems, identity and access management, SaaS applications, network connectivity, audio/video tools, peripherals, and related infrastructure.
Diagnose issues across the organizational technology ecosystem, determine when incidents require escalation to product, engineering, infrastructure, security, compliance, or external partners, and deliver clear communications during high-impact events.
Support clinical and business teams operating within a remote-first work environment.
Coach and mentor IT support team members on troubleshooting methodologies, technical fundamentals, documentation standards, and customer communication.
Establish clear escalation paths, review recurring support problems to eliminate root causes, and introduce automation or tooling to reduce repetitive work and enhance reliability.
Create and maintain technical runbooks, troubleshooting guides, knowledge base articles, and standard operating procedures.
Help administer and continuously improve endpoint, identity, access, collaboration, and core IT systems.
Support employee onboarding, offboarding, device provisioning, access updates, and lifecycle management while maintaining strong controls around user access and endpoint security.
Partner with security and compliance teams to ensure IT processes align with healthcare regulations and data-protection requirements.
Manage technical escalations and vendor relationships with third-party technology providers, participating in the evaluation and implementation of new tools and systems.
Monitor support operational trends, track metrics such as response time, resolution time, recurring incidents, escalation volume, and user experience, and lead incident post-mortems.
Work closely with product and engineering teams on issues involving proprietary platforms and integrations, and represent IT operations in cross-functional rollouts and operational readiness initiatives.
Required Qualifications
5+ years of experience in IT support, systems administration, IT operations, technical support engineering, or a related field.
Experience operating at a Senior, Lead, or L3 support level, including direct ownership of complex technical escalations.
Experience with IT Service Management (ITSM) and ticketing platforms.
Strong hands-on troubleshooting skills across multiple areas: Windows and macOS, mobile device support (iOS and Android), endpoint management and device administration, Identity and Access Management (IAM / SSO / MFA), SaaS application administration, networking and connectivity, audio/video and remote collaboration technology, endpoint security and access controls, and virtual desktop environments (such as Citrix, Azure Virtual Desktop, AWS WorkSpaces, or Frame).
Experience supporting a remote workforce.
Strong understanding of incident management, root cause analysis, and operational troubleshooting methodologies.
Familiarity with HIPAA-conscious IT operations and data security practices.
Strong documentation habits with experience developing runbooks, standard operating procedures (SOPs), or knowledge bases.
Ability to remain organized and effective when priorities shift or a high-impact incident demands immediate attention.
Strong understanding of change management and stakeholder awareness.
Demonstrated sense of ownership to ensure technical issues are driven through complete resolution.
Excellent written and verbal communication skills.
Preferred Qualifications
Experience working in healthcare, health technology, telemedicine, or another highly regulated, clinical-facing environment.
Experience supporting technology utilized directly by physicians or other clinical users.
Familiarity with telehealth workflows, electronic medical records (EMR/EHR), 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 operational strategies.
Exposure to observability, monitoring, or incident-management tooling.
Compensation and Benefits
Competitive salary with performance incentives
Generous stock equity offering
Health, dental, and vision insurance
401(k) offering with company match
15 days of PTO and paid holidays
100% remote work arrangement with a technology package provided
Wellness perks

Work arrangement
Yes