About the role
Description
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.
Requirements
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.