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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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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