Senior Technical Manager, Operations

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Overview

As Senior Technical Manager, Operations you will function as the primary operational leader and deputy to the Director of Technical Operations, responsible for ensuring the reliability and efficiency of critical technical environments. This role encompasses the oversight of 24/7 production support across midrange applications and middleware technologies, with a focus on maintaining high availability, addressing high-severity issues, and executing disaster recovery initiatives.

The Senior Technical Manager drives strategic initiatives in change management, capacity planning, and data center operations while ensuring strict adherence to SLA metrics, audit standards, and budgetary guidelines. This position is also accountable for helping lead a team of technical professionals to deliver consistent, responsive support for key business applications, directly influencing system health and minimizing downtime risks.

As a key partner to the Director, this role provides regular updates to Directors and executive-level stakeholders on system performance, project progress, and operational insights, aligning technical operations with business objectives to support organizational growth and resilience.

Responsibilities

• Assists in the development of the Technical Operations team by supporting recruiting, talent management, and associate development to ensure the team has the necessary skills to meet business goals
• Ensures 24x7 operational coverage through strategic scheduling for on-call rotations, preventing downtime and enabling rapid issue response
• Oversees high-severity incident management by directing the resolution of Severity 1 and escalated Severity 2 tickets to minimize impact on critical business functions
• Drives root cause analysis and continuous improvement by identifying recurring issues and implementing improvements to enhance system reliability and efficiency
• Forecasts resource needs and capacity planning to align support headcount and skills with anticipated workload and service requirements
• Manages core operational processes, including Change Management and Asset Management, to ensure compliance with departmental standards
• Sets and approves operational standards by reviewing production support strategies and operational manuals for new or updated applications
• Ensures security and access compliance by completing access attestation cycles for direct reports in line with corporate security policies
• Cultivates vendor partnerships by managing vendor relationships to optimize support services and ensure cost-effectiveness
• Develops technical competency by providing ongoing training and skill development in critical technologies for team members
• Facilitates cross-functional collaboration by representing the team in operational meetings to foster communication and coordinated responses
• Maintains audit and compliance standards by ensuring timely completion of operational audit controls in accordance with regulations
• Validates infrastructure service requests by reviewing and approving all Infrastructure Requests for Service (RFS) documents for accuracy and alignment with business needs
• Leads, manages, and influences a team, including talent acquisition, coaching, training needs assessment, performance evaluation, goal setting, and ongoing feedback
• Creates, manages and adheres to an annual departmental budget, balancing billable hours and target percentages, while optimizing the mix of contractors and associates to ensure steady work
• Drives department strategic objectives and business outcomes in alignment to the organizational strategy
  
  

Qualifications

Required Knowledge, Skills, and Abilities:

• Ability to effectively manage multiple delivery partners and vendors to ensure alignment and successful outcomes
• Strong strategic mindset with excellent planning, risk identification, decision-making, and problem-solving skills to drive operational success
• In-depth knowledge of midrange and middleware technologies
• Exceptional communication skills, proficient in both verbal and written communication, with the ability to engage effectively across all organizational levels
• Strong sense of urgency, initiative, and a results-oriented approach
• High attention to detail with a commitment to quality in all aspects of work
• Ability to motivate, coach, and train team members, with or without direct management authority
• Ability to respond to urgent needs by providing both managerial oversight and, when necessary, hands-on support for operational challenges, including availability after hours or on weekends
• Ensures 24x7 operational coverage through strategic scheduling for on-call rotations, preventing downtime and enabling rapid issue response
  
  

Experience

• 8 years of operational support experience in roles such as system engineer, system programmer, or related hands-on systems support or development positions, specifically in complex IT engagements
• 5 years of experience managing a team of skilled technical resources, either in a managerial or team lead capacity
• Experience with the health insurance solutions
  
  

Required Training, Certification And Education

• Bachelor's Degree in Computer Science, Business Information Management, Mathematics, Business Administration, Information Systems, Computer Programming, or related subject area or equivalent work experience
  
  

Benefits Overview

At NASCO, we trust our workforce to be fully remote, working from their home . This benefit offers significant, personalized outcomes for each associate including work/life balance, savings on commuting, work clothing, and increased time to spend on personal activities.

Our full benefit package is designed to support the physical, mental, and financial health of our associates. We offer:

Physical And Mental Health Benefits

• Choice of Blue Cross Blue Shield Medical, Dental, and Vision Plans
• Telehealthcare – for Medical and Behavioral visits
• Generous PTO with buy/sell options
• 9 Company holidays, a floating day off, and a day off for volunteering
• Employee Assistance Program
• Wellness program - earn insurance discounts or credit towards health-related items
  
  

Financial Health Benefits

• 401K Plan with employer matching contributions
• Company-funded spending/reimbursement accounts to help with out-of-pocket medical expenses
• Bonus and Recognition programs
• Tuition Assistance
• Consultation with financial planner
• Basic Life & AD&D Insurance, Short and Long-Term Disability Insurance provided, and Supplemental Term Life Insurance is available
• Group Discount programs - mobile, technology services, etc., to help you save money
  
  

Other Benefits

• E-Learning – Comprehensive and current library of e-learning and performance support assets, available on demand and at no cost
  
  

NASCO is an Equal Opportunity Employer/veterans/disability/race/color/religion/sex/sexual orientation/gender identity/national origin. Must have legal authority to work in the US

We will not accept applicants that use AI when answering the screening questions. Applicants who use AI to answer any questions or to complete their application will not be considered for employment

Location US-Home Office/ Remote

# Positions 1

Category Management - Operations Specialties Managers

Travel Requirements 0-20%