Senior Manager, Technology Operations

<h2><strong>About the Role</strong></h2> <p>We are hiring a <strong>Senior Manager, Technology Operations (Americas)</strong>, reporting to the Senior Director Global Technology Operations, to establish, lead, and scale Technology Operations across the Americas as Nscale grows from 350 to 1,000+ people globally.</p> <p>This role is responsible for delivering a high-quality employee technology experience across our US offices and remote workforce. You will build and run the Americas TechOps function, manage and grow a regional team, ensure new starters are productive from day one, and provide reliable technology support for employees, executives, offices, and business-critical events.</p> <p>You will also work closely with global TechOps colleagues and platform owners to standardise processes, improve tooling, and make Technology Operations more scalable, measurable, and consistent across regions.</p> <h2><strong>What You’ll Be Doing</strong></h2> <h4><strong>Regional Leadership &amp; Team Management</strong></h4> <ul> <li>Establish and lead Technology Operations across the Americas, covering US offices, remote employees, and future regional expansion.</li> <li>Recruit, manage, coach, and develop the Americas TechOps team.</li> <li>Define regional coverage, escalation paths, handovers, operating routines, and team responsibilities.</li> <li>Set clear expectations for service quality, communication, ticket ownership, and employee experience.</li> <li>Act as the senior regional escalation point for high-priority employee technology issues, VIP support, office incidents, and service-impacting problems.</li> <li>Partner with global TechOps leadership to implement consistent standards across regions.</li> </ul> <h4><strong>End-User Support &amp; Service Management</strong></h4> <ul> <li>Own the quality, responsiveness, and maturity of end-user technology support across the Americas.</li> <li>Ensure requests and incidents are handled through the ITSM platform with accurate records, appropriate categorisation, clear ownership, and strong ticket hygiene.</li> <li>Manage regional SLAs, service reporting, ticket trends, backlog health, and continual service improvement.</li> <li>Drive adoption of structured support channels and reduce dependency on informal Slack, email, and ad hoc requests.</li> <li>Ensure L1/L2 support is handled effectively within the regional team and escalated appropriately to global platform owners, Enterprise Systems, Security, or Engineering teams.</li> <li>Build and maintain knowledge articles, standard operating procedures, and self-service content to reduce repeat tickets.</li> </ul> <h4><strong>Onboarding, Devices &amp; Access</strong></h4> <ul> <li>Own the Americas new starter technology experience, ensuring employees have the right device, access, guidance, and support to be productive on day one.</li> <li>Lead regional execution of the device lifecycle, including procurement, provisioning, deployment, support, refresh, returns, and offboarding.</li> <li>Maintain high-quality asset records, including ownership, serial numbers, warranty status, lifecycle state, and location.</li> <li>Support regional execution of joiner, mover, leaver, and access request processes, working with global platform and identity owners where required.</li> <li>Act as the regional escalation point for onboarding, login, MFA, device access, and application access issues.</li> <li>Partner with People, Workplace, Security, Procurement, vendors, and global TechOps teams to improve onboarding, device fulfilment, zero-touch deployment, and offboarding processes.</li> </ul> <h4><strong>Onsite Support, Office Technology &amp; Events</strong></h4> <ul> <li>Own the Technology Operations experience across Americas offices, including desk setups, meeting rooms, AV, peripherals, local support, and employee technology facilities.</li> <li>Ensure meeting rooms are reliable, well-documented, and fit for executive, customer, board, and company-wide meetings.</li> <li>Act as the regional TechOps lead for office moves, expansions, fit-outs, and new office openings.</li> <li>Partner with Workplace/Facilities, Networking, Security, vendors, and global TechOps teams on office connectivity, Wi-Fi, cabling, AV, access, and end-user technology requirements.</li> <li>Provide or coordinate onsite support for executive meetings, board meetings, all-hands, customer visits, and business-critical events.</li> <li>Establish repeatable office opening and office support playbooks for the Americas.</li> </ul> <h4><strong>Reporting, Improvement &amp; Governance</strong></h4> <ul> <li>Produce regular operational reporting covering ticket volumes, SLA performance, backlog, regional demand, recurring issues, onboarding quality, assets, and service risks.</li> <li>Use data to identify service improvement opportunities and justify resourcing, tooling, vendor, or process changes.</li> <li>Identify opportunities to remove manual work from onboarding, service requests, device fulfilment, reporting, and common support processes.</li> <li>Ensure regional Technology Operations processes support company security, compliance, access management, change management, and offboarding requirements.</li> <li>Support audits and compliance programmes where Technology Operations evidence is required.</li> <li>Help mature Technology Operations from reactive support into a scalable, measurable, globally consistent service function.</li> </ul> <h2><strong>Required Experience &amp; Skills</strong></h2> <ul> <li>7+ years’ experience in Technology Operations, IT Operations, End User Computing, Corporate IT, IT Support, or similar.</li> <li>2+ years’ experience leading, managing, or mentoring IT / Technology Operations teams.</li> <li>Experience leading end-user support, service desk, workplace technology, or regional IT operations teams.</li> <li>Experience managing onsite and remote support across multiple locations.</li> <li>Strong people management skills, including hiring, coaching, prioritisation, performance management, and team development.</li> <li>Strong understanding of ITSM practices, including ticketing, SLAs, incident management, service requests, knowledge management, and continual service improvement.</li> <li>Ability to use data and reporting to drive service improvement, resourcing decisions, and operational accountability.</li> <li>Strong stakeholder management skills, including confidence supporting senior executives and business-critical users.</li> <li>Comfortable operating in a fast-paced, ambiguous environment where processes are still being built.</li> </ul> <h2><strong>Highly Desirable</strong></h2> <ul> <li>Experience building or scaling a regional IT / Technology Operations function.</li> <li>Experience supporting US operations within a global technology company.</li> <li>Experience with JumpCloud, Google Workspace, Microsoft 365, Slack, Atlassian, Notion, or similar SaaS platforms.</li> <li>Experience with Jira Service Management, or similar ITSM platforms.</li> <li>Experience supporting executive/VIP technology support models and out-of-hours escalation processes.</li> <li>Experience opening new offices or supporting office fit-outs, including network, AV, cabling, and end-user technology readiness.</li> <li>Exposure to SOC 2, ISO 27001, SOX, Cyber Essentials Plus, or equivalent control frameworks.</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>The range below reflects the base salary for the position. Actual compensation may vary based on job-related factors such as skill set, experience, education, and location. In addition to base salary, this role may be eligible for bonus, equity, and/or commission programs. Nscale may offer a competitive benefits package including medical, dental, vision, flexible paid time off, parental leave, and retirement plan participation.</p></div><div class="title">Salary Range</div><div class="pay-range"><span>$130,000</span><span class="divider">&mdash;</span><span>$230,000 USD</span></div></div></div><div class="content-conclusion"><p><em>For information on how Nscale handles candidate personal data, please see our Employee &amp; Candidate Privacy Notice:&nbsp;<a href="https://drive.google.com/file/d/1QK5Yg04WHD9K9IAtJgQWubJZC9oLvatK/view?usp=sharing" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://drive.google.com/file/d/1QK5Yg04WHD9K9IAtJgQWubJZC9oLvatK/view?usp%3Dsharing&amp;source=gmail&amp;ust=1765375172804000&amp;usg=AOvVaw2Ncte4rmlGl8OKuFuDgDtx">Here.</a></em></p></div>