Manager, Technical Operations

Job title: Manager, Technical Operations 

Reports to: Director, Technical Operations

Department: Service Management

Location: Alpharetta, GA

Grade: 18

About Priority: 

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role: 

The Technical Operations Manager leads the day-to-day execution of IT operational support across the organization. This role oversees the TechOps team’s performance, ensuring reliable, secure, and responsive technology services for all employees. Core responsibilities include ownership of incident management, change management governance, desktop and VDI operations, and enterprise technical support. The tech ops manager is accountable for ensuring timely ticket resolution, high-quality communication, and strong adherence to operational processes and SLAs. This role maintains accurate asset inventory and champions continuous improvements across IT systems, SOPs, and tooling to enhance service delivery, user experience, and operational efficiency.

Responsibilities: 

• Lead recruitment, onboarding, and ongoing development of Technical Operations team members, ensuring strong technical and customer service capability.

• Oversee the stability and availability of end-user technology, including endpoint devices, VDI platforms, collaboration tools, and shared services. 

• Develop and deliver training programs to improve employee technical proficiency and enhance adoption of IT systems and processes.

• Provide hands-on guidance and escalation support to resolve complex technical issues and drive continuous improvement.

• Ensure accurate asset lifecycle management, including procurement, deployment, tracking, and disposal of IT equipment.

• Build strong cross-functional relationships with business stakeholders, vendors, and service providers to ensure high-quality service delivery.

• Track operational performance and produce regular reporting on SLAs, ticket metrics, system health, and service improvements.

• Motivate, coach, and provide performance feedback to the technical team to drive engagement, accountability, and high performance.

• Ensure full adherence to IT operational controls, standards, and documented procedures, including Incident Management and Change Management policies.

• Conduct regular performance reviews and assess development needs to support career growth and skill advancement.

• Participate in the on-call rotation and provide leadership support during high-severity incidents and escalations.

What Success Looks Like:

A successful Manager of Technical Operations delivers reliable, efficient, scalable systems while enabling the team and the business to operate smoothly.

• Manual, repetitive tasks are replaced with automation. 
• Processes are continuously improved to reduce cycle time or resource cost. 
• Team members have clear goals and progress is regularly coached. 
• Skills gaps are addressed through training, mentoring, or hiring. 
• Technical operations are viewed as a trusted partner, not a reactive function. 
• You communicate proactively about risk, capacity, throughput, and changes. 
• Serve as the primary people leader for the Technical Operations team, creating a culture of accountability, professionalism, continuous learning, and strong customer service. 
• Model strong troubleshooting practices and technical leadership during escalations. 
• Partner closely with Application Support, Infrastructure, Cloud Operations, and Security teams to ensure seamless cross-functional alignment and reduce friction across operational workflows. 
• Strengthen technical documentation, SOPs, and onboarding materials to ensure consistent execution and reduce dependency on individual knowledge. 
• Identify skill gaps and implement structured development plans, mentoring, and role-specific training to elevate the technical proficiency of the team. 
• Collaborate with Enterprise Support leadership to align operational processes, shared services, and escalation paths across the broader support organization. 
• Lead proactive systems monitoring, capacity awareness, and early-risk identification to prevent issues before they escalate. 
• Contribute to the evaluation and adoption of new technologies that improve stability, productivity, automation, and the employee experience.

Core Competency Requirements:

• Communication: Clear writing, active listening, and the ability to explain technical topics in plain terms. 
• Accountability: Track record of delivering quality work, owning outcomes, and learning from setbacks. 
• Willingness to Learn: Demonstrated adaptability with new frameworks, technologies, or methodologies. 
• Team Orientation: Experience working collaboratively in agile environments and contributing to shared goals. 
• Self-Awareness: Openness to feedback, ability to recognize limitations, and willingness to give credit where due.

Candidate Requirements:

• 5–7 years of IT Operations supporting enterprise environments

• 2–3 years in a people-leadership role (managing service desk/TechOps teams in a high-availability setting)

• Hands-on expertise with endpoint management technologies (Windows, macOS, MDM tools, patching, imaging, asset lifecycle)

• Experience administering and/or supporting Virtual Desktop Infrastructure (VDI) environments (AWS WorkSpaces, VMware Horizon)

• Strong working knowledge of Incident Management and Change Management frameworks (ITIL best practices preferred)

• Proven ability to manage high-severity incidents, including escalation handling and executive-level communication

• Demonstrated success in maintaining SLAs, operational metrics, and performance dashboards

• Ability to analyze data to drive decisions, identify trends, and improve service delivery

• Experience working with cross-functional teams (Security, People, Network, Applications, etc.)

• Excellent communication, leadership, and stakeholder management skills, with the ability to build trust across all levels

• Communication: Clear writing, active listening, and the ability to explain technical topics in plain terms.

• Accountability: Track record of delivering quality work, owning outcomes, and learning from setbacks.

• Willingness to Learn: Demonstrated adaptability with new frameworks, technologies, or methodologies.

• Team Orientation: Experience working collaboratively in agile environments and contributing to shared goals.

• Self-Awareness: Openness to feedback, ability to recognize limitations, and willingness to give credit where due.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: $106,498 - $117,118
We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs

• 401(k) match

• Employee Stock Purchase Program (ESPP)

• HSA and FSA options

• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage

• Mental health support for employees and dependents through Lyra Health

• Family planning and women’s health benefits through Carrot

• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement

• Leadership development programs

• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

 Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching.

• Requires the ability to lift 10 pounds.

• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.