Senior Manager, Technology Operations

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About the Role

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.

What You’ll Be Doing

Regional Leadership & Team Management

• 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.

Required Experience & Skills

• 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.

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