> Markdown version of [/jobs/ext/509682-senior-manager-technology-operations](https://www.wearedevelopers.com/jobs/ext/509682-senior-manager-technology-operations). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Manager, Technology Operations - **Company:** NSCALE, LLC - **Location:** San Francisco, CA, United States (Remote available) - **Experience:** Expert - **Salary:** $130,000.0 - $230,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Software as a Service, Identity and Access Management, Issue Tracking Systems, Information Technology Operations, Knowledge Management, Microsoft OneNote, User Environment Management, Wi-Fi Technology, Enterprise Software Applications, Slack, Atlassian Tools, Gsuite - **Published:** June 7, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2bbe939a3e9f1c8e ## About the Role Do you have experience in Ticketing system technical support?, * 7+ years' experience in Technology Operations, IT Operations, End User Computing, Corporate IT, IT Support, or similar. * 2+ years' experience leading, managing, or mentoring IT / Technology Operations teams. * Experience leading end-user support, service desk, workplace technology, or regional IT operations teams. * Experience managing onsite and remote support across multiple locations. * Strong people management skills, including hiring, coaching, prioritisation, performance management, and team development. * Strong understanding of ITSM practices, including ticketing, SLAs, incident management, service requests, knowledge management, and continual service improvement. * Ability to use data and reporting to drive service improvement, resourcing decisions, and operational accountability. * Strong stakeholder management skills, including confidence supporting senior executives and business-critical users. * Comfortable operating in a fast-paced, ambiguous environment where processes are still being built. Highly Desirable * Experience building or scaling a regional IT / Technology Operations function. * Experience supporting US operations within a global technology company. * Experience with JumpCloud, Google Workspace, Microsoft 365, Slack, Atlassian, Notion, or similar SaaS platforms. * Experience with Jira Service Management, or similar ITSM platforms. * Experience supporting executive/VIP technology support models and out-of-hours escalation processes. * Experience opening new offices or supporting office fit-outs, including network, AV, cabling, and end-user technology readiness. * Exposure to SOC 2, ISO 27001, SOX, Cyber Essentials Plus, or equivalent control frameworks. ## Description We are hiring a Senior Manager, Technology Operations (Americas), 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. 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. 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., * Establish and lead Technology Operations across the Americas, covering US offices, remote employees, and future regional expansion. * Recruit, manage, coach, and develop the Americas TechOps team. * Define regional coverage, escalation paths, handovers, operating routines, and team responsibilities. * Set clear expectations for service quality, communication, ticket ownership, and employee experience. * Act as the senior regional escalation point for high-priority employee technology issues, VIP support, office incidents, and service-impacting problems. * Partner with global TechOps leadership to implement consistent standards across regions. End-User Support & Service Management * Own the quality, responsiveness, and maturity of end-user technology support across the Americas. * Ensure requests and incidents are handled through the ITSM platform with accurate records, appropriate categorisation, clear ownership, and strong ticket hygiene. * Manage regional SLAs, service reporting, ticket trends, backlog health, and continual service improvement. * Drive adoption of structured support channels and reduce dependency on informal Slack, email, and ad hoc requests. * Ensure L1/L2 support is handled effectively within the regional team and escalated appropriately to global platform owners, Enterprise Systems, Security, or Engineering teams. * Build and maintain knowledge articles, standard operating procedures, and self-service content to reduce repeat tickets. Onboarding, Devices & Access * Own the Americas new starter technology experience, ensuring employees have the right device, access, guidance, and support to be productive on day one. * Lead regional execution of the device lifecycle, including procurement, provisioning, deployment, support, refresh, returns, and offboarding. * Maintain high-quality asset records, including ownership, serial numbers, warranty status, lifecycle state, and location. * Support regional execution of joiner, mover, leaver, and access request processes, working with global platform and identity owners where required. * Act as the regional escalation point for onboarding, login, MFA, device access, and application access issues. * Partner with People, Workplace, Security, Procurement, vendors, and global TechOps teams to improve onboarding, device fulfilment, zero-touch deployment, and offboarding processes. Onsite Support, Office Technology & Events * Own the Technology Operations experience across Americas offices, including desk setups, meeting rooms, AV, peripherals, local support, and employee technology facilities. * Ensure meeting rooms are reliable, well-documented, and fit for executive, customer, board, and company-wide meetings. * Act as the regional TechOps lead for office moves, expansions, fit-outs, and new office openings. * Partner with Workplace/Facilities, Networking, Security, vendors, and global TechOps teams on office connectivity, Wi-Fi, cabling, AV, access, and end-user technology requirements. * Provide or coordinate onsite support for executive meetings, board meetings, all-hands, customer visits, and business-critical events. * Establish repeatable office opening and office support playbooks for the Americas. Reporting, Improvement & Governance * Produce regular operational reporting covering ticket volumes, SLA performance, backlog, regional demand, recurring issues, onboarding quality, assets, and service risks. * Use data to identify service improvement opportunities and justify resourcing, tooling, vendor, or process changes. * Identify opportunities to remove manual work from onboarding, service requests, device fulfilment, reporting, and common support processes. * Ensure regional Technology Operations processes support company security, compliance, access management, change management, and offboarding requirements. * Support audits and compliance programmes where Technology Operations evidence is required. * Help mature Technology Operations from reactive support into a scalable, measurable, globally consistent service function. ## Related Videos - [Stack Overflow: Community and AI](https://www.wearedevelopers.com/videos/600-stack-overflow-community-and-ai) - [The Future of Developer Experience with GenAI: Driving Engineering Excellence](https://www.wearedevelopers.com/videos/1107-the-future-of-developer-experience-with-genai-driving-engineering-excellence) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Cloud as the new mainframe: why the cloud hype does not reflect the dev reality](https://www.wearedevelopers.com/videos/797-cloud-as-the-new-mainframe-why-the-cloud-hype-does-not-reflect-the-dev-reality) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [The AI-Fluent Team: A Playbook for Driving Enterprise AI Transformation](https://www.wearedevelopers.com/videos/100068-the-ai-fluent-team-a-playbook-for-driving-enterprise-ai-transformation) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Top Must-Visit Developer Conferences in the US in 2026](https://www.wearedevelopers.com/magazine/679-top-must-visit-developer-conferences-in-the-us-in-2026)