Technical IT Ops Lead – Clinical Experience Partner

About the role

Sevaro is seeking a Technical IT Ops Lead (Clinical Experience Partner) to provide hands‑on technical leadership for its IT support and operations function. This clinician‑facing, individual‑contributor role is responsible for troubleshooting complex issues, improving support processes, and acting as the escalation point for high‑impact incidents that affect tele‑stroke workflows.

Key responsibilities

• Serve as senior escalation point for complex IT and operational support incidents, owning investigations through root‑cause resolution.
• Develop and maintain runbooks, troubleshooting guides, and SOPs; introduce automation to reduce repetitive work.
• Administer endpoint, identity, access, and collaboration systems; support onboarding, off‑boarding, and device lifecycle management.
• Partner with security, compliance, product, and engineering teams to ensure reliable, HIPAA‑compliant technology environments.
• Monitor support trends, lead incident reviews, and drive improvements to scalability and reliability.

Required profile

• 5+ years of experience in IT support, systems administration, or IT operations, preferably in health‑tech or telehealth.
• Senior or lead‑level experience handling complex technical escalations and incident management.
• Strong documentation habits and ability to create runbooks, SOPs, and knowledge‑base articles.
• Excellent written and verbal communication skills, with the ability to translate technical issues for non‑technical stakeholders.

Required skills

• Windows and macOS endpoint support
• iOS and Android mobile device management
• Identity and Access Management (SSO, MFA)
• SaaS application administration
• Networking and connectivity troubleshooting
• Audio/video and remote collaboration technologies
• Endpoint security and access controls
• Virtual Desktop Environments (Citrix, Azure Virtual Desktop, AWS Workspace, Frames)
• IT Service Management and ticketing platforms
• Incident management, root‑cause analysis, and change management

What we offer

• Competitive salary with performance incentives
• Health, dental, and vision insurance
• 401(k) with company match
• 100% remote role with technology package provided
• 15 days PTO plus paid holidays
• Generous stock equity offering
• Wellness perks and remote‑first environment with occasional travel