Technical Lead - IT Ops

About Sevaro

Sevaro Health is a physician-led, AI-powered virtual neurology and telestroke company partnering with hospitals across the country, with a significant presence in rural and underserved communities. We exist to ensure that where you live does not determine whether you survive a stroke. 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. As Sevaro continues to grow, the reliability of the technology our clinicians and teams use every day is essential to our mission.

Sevaro is hiring for a newly created Technical Lead for IT Ops Support to provide hands-on technical leadership for our IT support and operations function. This role goes beyond ticket management. We are looking for someone who can 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. The ideal candidate combines strong technical depth, calm problem-solving, operational discipline, and a service mindset.

This role is full-time, 40 hours per week, Monday through Friday. Because our work supports critical care and patients directly, there will be occasional times, including some holidays, when we ask the team to help cover outside normal hours. We work hard to keep those requests to a minimum and communicate them ahead of time whenever possible. Occasional travel is also required, depending on projects and business needs.

• 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.
• Raise the Technical Bar.
• 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.
• Review recurring support problems and identify opportunities to eliminate them permanently rather than repeatedly resolving symptoms.
• 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.
• Help 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.
• Participating 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…