Technical Operations Manager
Remote · United States or Austin, Texas, United States
Job Summary
Technical Operations Manager responsible for overseeing platform operations, change management, incident/service-request handling, and client communications within a remote-managed services context for contact-center environments. Lead the day-to-day management of platform stability and capacity, coordinate cross-functional teams (Service Desk, Level II/III, Account Management, vendors), ensure ITIL-aligned practices (Incidents, Problems, Change, Release), drive client satisfaction and account expansion, and assist with commercial documentation, LOE/resource management, and project delivery. Emphasizes building strong client relationships, delivering formal status updates, and guiding transitions from Day-2 support to ongoing managed services. Experience with CTI, ACD/IVR, CRM integrations, and network operations is preferred; nice-to-have project management experience. Remote-working role based in the US with potential Austin, TX as a hinted location.
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