Technical Support Operations Lead

Orb Group•San Diego, CA

3d•$80,000 - $100,000•Remote

About The Position

The Technical Support Operations Lead is responsible for driving operational excellence, accountability, and continuous improvement across the Technical Support organization. This role ensures support operations run efficiently by coordinating reporting, meetings, projects, processes, and service delivery activities while driving initiatives that improve scalability, efficiency, and client outcomes. The role is not primarily responsible for hands-on technical support delivery. Instead, it focuses on ensuring the support organization operates efficiently, meets commitments, maintains accountability, and proactively identifies opportunities to improve service quality, scalability, and client satisfaction. The ideal candidate is comfortable being face to face with clients, highly proactive, challenges the status quo, and continuously seeks opportunities to improve how work gets done. They are skilled at driving accountability across technical teams, ensuring commitments are met, obstacles are removed, and operational initiatives are executed successfully. Success in this role requires strong organizational skills, persistence, and the ability to influence stakeholders and drive results without direct authority. This person is the one who notices that a process takes 12 steps, asks why it takes 12 steps, gets it down to 4 steps, assigns owners to implement it, chases everyone until it's done, measures the results, and then starts looking for the next thing to improve.

Requirements

5+ years of experience leading technical projects, technical operations or support operations within the broadcast, entertainment or technology industries.
Bachelor’s degree in technical, project management, operation or related field
Proven experience leading cross-functional initiatives, driving accountability, and delivering operational improvements.
Strong project management, stakeholder management, and organizational skills with the ability to manage competing priorities.
Experience with client relationship management, technical support operations, SLA management, reporting, governance, and ticketing systems.
Comfortable challenging assumptions, pushing back when necessary, and escalating issues appropriately.
Strong analytical and problem-solving skills with the ability to identify root causes and implement sustainable solutions.
Familiarity with broadcast and media workflows, including content distribution, video ingest, encoding/transcoding and delivery architectures is strongly preferred.
Fluent in English (reading, writing, and speaking).
Candidates must be located in one of the following states: CA, CO, CT, IL, MI, SC, TN, VA

Nice To Haves

Familiarity with broadcast and media workflows, including content distribution, video ingest, encoding/transcoding and delivery architectures is strongly preferred.

Responsibilities

Own operational cadence across internal and client facing technical operations meetings, including agenda preparation, documentation, facilitation, and structured follow through.
Maintain end to end visibility of operational execution, including action items, priorities, risks, blockers, and dependencies, ensuring commitments are clearly assigned and delivered on time.
Maintain visibility and monitor progression of active operational workstreams, including change requests (CRFs), investigations, and complex troubleshooting activities, ensuring timely updates, consistent follow-through, and closure of all issues.
Drive accountability across technical teams and stakeholders to ensure follow-through, resolve blockers, and maintain operational discipline across support activities.
Own operational reporting, dashboards, and client-facing reporting, ensuring accuracy, consistency, and timely delivery through coordination of key contributors and data owners.
Monitor end-to-end operational health, including SLA performance, support workflows, ticket queues, escalations, and overall service readiness, ensuring issues are identified and addressed proactively.
Manage communication and coordination across complex operational activity, including escalations, investigations, and client issues, ensuring clear ownership, tracking, and resolution.
Continuously improve operational reporting and feedback systems, including automation, visibility, standardized communication methods, and structured feedback loops across clients and internal teams (e.g., release communications, product updates, and support insights).
Partner with technical and system owners to ensure bugs, issues, and product feedback are properly logged, triaged, tracked, and communicated back to stakeholders in a timely and structured way.
Lead and execute cross-functional initiatives to improve support operations, including processes, workflows, tooling, reporting, and service delivery, ensuring measurable and sustained operational improvements.
Own operational scalability and efficiency by identifying and driving automation, standardization, and reduction of manual work across core functions such as onboarding/offboarding, knowledge management, ticketing, and documentation.
Develop and deliver structured improvement plans and projects, coordinating stakeholders, managing timelines, and ensuring initiatives are completed and embedded into day-to-day operations.
Continuously challenge existing processes and embed best practices across the support organization to improve consistency, performance, and operational maturity.
Partner with client stakeholders and technical leads to identify, design, and implement operational improvements that enhance service quality and efficiency.
Lead service transitions, platform changes, and support model evolution initiatives, ensuring operational readiness and successful adoption across teams.
Own project execution for cross-functional initiatives, including planning, timelines, communications, stakeholder alignment, and delivery tracking.
Drive measurable improvements in operational performance, focusing on reducing overhead, improving scalability, and enhancing client outcomes.
Driving operational readiness and transition planning for new support responsibilities, including service transitions, platform changes, and long-term infrastructure or hardware lifecycle planning.
Improving core support operations through enhancements to ticket management, SLA adherence, change request workflows, and escalation processes.
Optimizing operational systems and efficiency, including reporting frameworks, data collection processes, meeting structures, and client communication cadences.
Strengthening foundational support capabilities such as onboarding/offboarding, knowledge management, and operational documentation standards.