Technical Support Operations Lead

The Technical Support Operations Lead is responsible for driving operational excellence, accountability, and continuous improvement across the Technical Support organization. This role ensures support operations run efficiently by coordinating reporting, meetings, projects, processes, and service delivery activities while driving initiatives that improve scalability, efficiency, and client outcomes.

The role is not primarily responsible for hands-on technical support delivery. Instead, it focuses on ensuring the support organization operates efficiently, meets commitments, maintains accountability, and proactively identifies opportunities to improve service quality, scalability, and client satisfaction.

The ideal candidate is comfortable being face to face with clients, highly proactive, challenges the status quo, and continuously seeks opportunities to improve how work gets done. They are skilled at driving accountability across technical teams, ensuring commitments are met, obstacles are removed, and operational initiatives are executed successfully. Success in this role requires strong organizational skills, persistence, and the ability to influence stakeholders and drive results without direct authority. This person is the one who notices that a process takes 12 steps, asks why it takes 12 steps, gets it down to 4 steps, assigns owners to implement it, chases everyone until it's done, measures the results, and then starts looking for the next thing to improve.

### WHAT YOU'LL DO

Support Operations

• Own operational cadence across internal and client facing technical operations meetings, including agenda preparation, documentation, facilitation, and structured follow through.
• Maintain end to end visibility of operational execution, including action items, priorities, risks, blockers, and dependencies, ensuring commitments are clearly assigned and delivered on time.
• Maintain visibility and monitor progression of active operational workstreams,...