Technical Operations Manager

Location:

Remote (U.S. only), preferably in San Diego, CA, with occasional onsite client visits

Employment Type:

Full-time

Reports To:

Managing Director
Salary range: $105,000 – $140,000

Packet6 is a specialized IT consulting and managed services provider focused on Wi‑Fi, network engineering, and secure, reliable infrastructure for distributed organizations. We deliver high‑quality professional services, managed network services, and ongoing IT operations support for clients across the U.S. and internationally. Our team is known for deep expertise, exceptional client experience, and our ability to simplify complex technology environments.

We are growing and are looking for a Technical Operations Manager who can strengthen our service delivery engine, lead technical operations, and raise the quality bar across our organization.

The Technical Operations Manager owns the day‑to‑day technical operations of Packet6’s service delivery organization. This role ensures that client issues, projects, and internal processes run efficiently, predictably, and consistently. You’ll oversee workflows, manage escalations, coach technical staff, and maintain the performance and reliability of our systems and services.

This role blends technical depth, operational maturity, and leadership. It’s ideal for someone who enjoys building systems, improving processes, and helping engineers grow—while staying hands‑on enough to solve complex technical problems.

• Own daily service delivery operations using Jira Service Management.
• Oversee ticket flow, SLA adherence, triage, and prioritization.
• Ensure consistent execution of processes and troubleshooting standards.
• Implement and refine workflows, playbooks, and documentation in Confluence.
• Drive continuous improvement of internal processes and client‑facing deliverables.

• Serve as the first major escalation point for technical staff.
• Troubleshoot and resolve complex networking, Wi‑Fi, and infrastructure issues.
• Review and validate network designs, Wi‑Fi predictive designs, Wi‑Fi validation surveys, configurations, and deployment plans.
• Lead root‑cause analysis efforts and ensure proper post‑incident documentation.

• Coordinate project execution, timelines, engineering assignments, and resource allocation.
• Collaborate with the Principal Network Architect on scoping and design validation.
• Ensure all project documentation, diagrams, and checklists are completed to Packet6 standards.
• Communicate status updates clearly with clients and internal stakeholders.

• Support the growth of internal technical staff.
• Provide technical mentorship, training guidance, and feedback loops.
• Help build a high‑performance culture centered on accountability, communication, and quality.
• Participate in hiring and onboarding future technical staff.

• Own operational consistency across tools like Jira, Confluence, MDM, Google Workspace, and Zabbix.
• Review service data weekly to identify trends, bottlenecks, and opportunities for improvement.
• Maintain internal standards for security, documentation quality, and client communication.
• Assist with vendor coordination (Palo Alto Networks, Juniper/Mist, Meraki, Ingram Micro).

• Support client onboarding, IT Health Scorecards, and Quarterly Business Review preparation.
• Ensure proactive communication and high service quality.li>
• Help maintain strong long‑term client relationships and deliver a consistent Packet6 experience.

• 7+ years in IT operations, network engineering, or MSP environment.
• Strong understanding of Wi‑Fi design, validation, and troubleshooting (Ekahau, Hamina, or equivalent).
• Deep knowledge of networking (L2/L3), switching, routing, VLANs, DHCP/DNS.
• Hands‑on experience with one or more:
  Juniper Mist, Meraki, Palo Alto Networks.
• Demonstrated ability to troubleshoot complex issues across Wi‑Fi, LAN, VPN, and WAN.
• Experience with mobile device management.
• System administration: macOS, Google Workspace, endpoint security…