Technical Resource and Operations Manager

The Technical Resource & Operations Manager is responsible for ensuring Envoc's technical talent is effectively aligned with client needs, business priorities, and employee career growth. This role serves as the bridge between engineering leadership, project management, sales, and people operations to optimize resource allocation, workforce planning, and employee development.

The Technical Resource & Operations Manager balances business demands with employee engagement by understanding team capacity, technical skillsets, project requirements, and individual career goals. Success in this role results in high employee utilization, successful project staffing, strong employee retention, and exceptional client delivery.

The Technical Resource & Operations Manager is responsible for ensuring the Customer Support organization has the technical knowledge, staffing, documentation, and support resources necessary to deliver excellent service while enabling successful onboarding and long-term adoption of Envoc's SaaS products.

Resource Planning & Allocation

• Manage company-wide technical resource planning across all client and internal projects.
• Assign developers, architects, QA engineers, DevOps engineers, designers, and technical specialists based on project requirements, skills, availability, and career development goals.
• Monitor employee utilization and capacity to maximize efficiency while preventing burnout.
• Maintain accurate forecasting for upcoming staffing needs.
• Partner with project managers to proactively resolve staffing conflicts and changing priorities.

Workforce Planning

• Forecast hiring needs based on project pipeline and sales forecasts.
• Identify technical skill gaps and recommend hiring or training strategies.
• Collaborate with recruiting throughout the hiring process.
• Assist leadership with succession planning and long-term workforce strategy.

Employee Development

• Conduct regular one-on-one meetings with assigned technical employees.
• Support career path development and individual growth plans.
• Partner with technical leaders to identify coaching and mentoring opportunities.
• Assist with performance management and employee engagement initiatives.
• Identify training opportunities to strengthen technical capabilities.

Support and Operational Readiness

• Manage support teams to ensure delivery readiness
• Help track support KPIs and SLA performance
• Support internal product training and knowledge transfer
• Improve delivery and support documentation

Project Collaboration

• Partner with Project Managers to understand project timelines and staffing requirements.
• Collaborate with Sales during project estimation to validate resource availability.
• Assist leadership with prioritization when resource constraints exist.
• Help ensure project teams are balanced with appropriate experience levels.

Performance & Metrics

Monitor and report key operational metrics including:

• Billable utilization
• Resource capacity
• Forecast accuracy
• Bench time
• Employee workload
• Staffing lead time
• Hiring projections
• Employee retention
• Skills inventory

Provide regular reporting and recommendations to executive leadership.

Communication & Leadership

• Serve as the primary point of contact for resource-related decisions.
• Facilitate communication between technical teams, project managers, leadership, and HR.
• Promote transparency around staffing priorities and business needs.
• Foster collaboration and accountability across departments.

Process Improvement

• Develop and improve resource management processes and tools.
• Maintain accurate employee skills matrices.
• Recommend improvements to project staffing workflows.
• Continuously improve forecasting accuracy and reporting capabilities.

Qualifications

Required

• Bachelor's degree in Business, Information Technology, Human Resources, Project Management, or a related field (or equivalent experience).
• 5+ years of experience in technical resource management, project management, engineering management, operations, or consulting.
• Experience managing competing priorities across multiple projects.
• Strong organizational and analytical skills.
• Excellent interpersonal and communication abilities.
• Ability to influence without direct authority.
• Advanced experience with spreadsheets and reporting tools.

Preferred

• Experience within a custom software development or technology consulting company.
• Understanding of Agile software development methodologies.
• Experience with project management software.
• Familiarity with technical roles including software engineering, QA, DevOps, UX/UI, cloud engineering, and solution architecture.
• Experience with resource planning or Professional Services Automation (PSA) tools.

Core Competencies

• Strategic Resource Planning
• Workforce Forecasting
• Relationship Management
• Conflict Resolution
• Capacity Planning
• Data Analysis
• Organizational Agility
• Coaching & Employee Development
• Decision Making
• Communication
• Collaboration
• Business Acumen

Success Measures

Success in this role means the right people are assigned to the right work at the right time while supporting employee growth and delivering exceptional client outcomes. A successful Technical Resource Manager improves utilization, reduces staffing delays, strengthens employee engagement, enables predictable project delivery, and helps Envoc scale efficiently while living its core values of learning, innovation, professionalism, accountability, and sharing knowledge.