Technical Support Operations Lead

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.

WHAT YOU'LL DO

Support Operations

• 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.

Reporting & Data Governance

• 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.

Operational Excellence & Continuous Improvement

• 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.

Client-Facing Operational Improvement

• 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.

Key initiatives may include:

• 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.

What Success Looks Like

• Meetings are efficient, scalable, productive, action-oriented and result in clear outcomes.

• Reporting is accurate, timely and provides meaningful operational visibility.

• Process improvement initiatives are implemented successfully and deliver measurable results.

• Support operations become more efficient, scalable and well documented.

• Client commitments, SLAs and operational objectives are consistently achieved.

WHAT YOU NEED 

• 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).

• To be considered candidates must be located in one of the following states: CA, CO, CT, IL, MI, SC, TN, VA

WHO YOU ARE 

• You are naturally curious and continuously look for opportunities to improve, optimize, and simplify how work gets done.

• You challenge the status quo and are not satisfied with "the way things have always been done."

• You drive accountability and follow through relentlessly until problems are solved and commitments are met.

• You thrive in ambiguous environments and create structure where none exists.

• You are comfortable working with difficult stakeholders and influencing teams without formal authority.

• You have a strong sense of urgency, operate with a bias toward action, and enjoy solving complex operational problems.

• You are willing to roll up your sleeves, get into the details, and do the work yourself when necessary to move initiatives forward.

• You enjoy building relationships, earning trust, and establishing credibility with clients, partners, and technical teams.

• You are energized by change, operational challenges, and the opportunity to improve processes, teams, and client outcomes.

• You are willing to work flexible hours that primarily cover both west and east coast time zone and occasionally APAC and EMEA time zones.

Interview Process

This is a critical hire for our organization at a pivotal stage of growth. The Technical Support Operations Lead will play a central role in how we scale our operations, improve service quality, and execute against commitments for our most important clients.

Because of this, we are taking a rigorous and multi-stage interview process. Candidates can expect a minimum of 4 interview rounds with senior leadership, including the COO, Head of Technology, Head of Support, Account Leadership, and in some cases direct stakeholders from our client environment.

We are looking for someone who is exceptional in ownership, execution, and operational leadership. This is a high-impact role where success will directly influence both company performance and client outcomes, and we are committed to ensuring we make the right long-term decision.

WHAT'S IN IT FOR YOU

At Orb Group, you’ll get an exciting challenge at an entrepreneurial and global company. With us, you get to work with market-leading brands and exciting customers who will challenge you, and you, them. 

Our employee benefits include:

• 12 paid holidays per year

• 401k Retirement Plan (employer match contributions vested immediately)

• Medical, Dental, Vision & Life Insurance 

• Pet Insurance

• Flexible Vacation

• Volunteer Day and Floating Holidays

• Up to 14 days of paid sick leave

• Up to 16 weeks paid parental leave 

Location: Remote, US. Candidate must be willing to work flexible ours that primarily cover the west coast time zone. Flexibility may also be required to partner with colleagues and clients in the Singapore and EMEA time zones.

Compensation: $80,000 - $100,000 annual salary. Compensation may vary depending on candidate experience and location.

WHO WE ARE 

Meet Orb Group. We are an independent global specialist in production and content marketing from inception to delivery, powered by technology and fueled by creativity. We have multiple global offices and 100+ colleagues worldwide, but we work as one team. We’ve partnered with some of the world’s biggest and most innovative and recognizable brands, including Ikea, Dyson, Absolut, Netflix, CBS, Polestar, Lego and PBS. Just to name a few.

Let's craft better stories. Join us!

Orb Group provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.