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About Prodigy

Prodigy Solutions is a rapidly growing technology company serving correctional facilities throughout the United States. We develop and deploy inmate communications, tablets, video visitation, trust accounting, kiosks, and related technologies.

As we continue to grow, we are looking for an experienced Technical Operations Manager to lead our Technical Operations organization.

This is a leadership role for someone who enjoys building high-performing technical teams, improving operational execution, and ensuring customers receive exceptional service.

About the Role

The Technical Operations Manager is responsible for the day-to-day leadership of our Technical Operations department, including:

• Technical Support
• Network & Systems
• Customer Implementations
• Field Installations
• Operational Project Coordination

This position works closely with Engineering, Sales, and Executive Leadership to ensure products are successfully deployed and customers are well supported.

This position does not manage Software Engineering. Engineering leadership, product direction, software architecture, and development priorities remain under the direct leadership of the CEO.

Responsibilities

• Lead and develop Technical Support, Network & Systems, and Implementation teams.
• Establish priorities and ensure work is completed efficiently and professionally.
• Own customer deployments from planning through successful implementation.
• Coordinate operational activities across support, engineering, sales, and installations.
• Improve operational processes, documentation, and accountability.
• Monitor customer escalations and ensure timely resolution.
• Build operational metrics and dashboards to improve performance.
• Develop standard operating procedures and best practices.
• Mentor technical staff and help build future leaders.
• Allocate resources to balance customer needs, projects, and internal priorities.
• Identify operational risks before they impact customers.
• Foster a culture of ownership, accountability, and continuous improvement.

Qualifications

We're looking for someone who has:

• 10+ years of technical operations, IT infrastructure, telecommunications, or systems leadership experience.
• 5+ years leading technical teams.
• Strong understanding of enterprise networking, Windows and Linux servers, virtualization, cloud services, and cybersecurity fundamentals.
• Experience managing customer-facing technical organizations.
• Excellent organizational and communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong leadership presence with the ability to hold people accountable while earning their respect.

Preferred Experience

Experience with one or more of the following is highly desirable:

• VoIP or SIP technologies
• Enterprise networking
• Systems administration
• Software deployment
• Technical support management
• Telecommunications
• Customer implementations
• Project coordination
• Jira, Azure DevOps, or similar work management platforms

Success in This Role

Within your first year you will have:

• Built a highly accountable Technical Operations organization.
• Reduced customer escalations through improved execution.
• Standardized deployment and implementation processes.
• Improved communication between Technical Operations, Sales, and Engineering.
• Increased visibility into project status, workloads, and customer issues.
• Created a team that solves problems proactively rather than reacting to them.

Why Join Prodigy?

This is an opportunity to help shape the future of a growing technology company where your work will directly influence customer success and operational excellence. You'll have the autonomy to improve processes, build a strong team, and make a lasting impact while partnering closely with executive leadership.

If you're an operational leader who enjoys building teams, solving problems, and delivering exceptional customer experiences, we'd like to talk with you.

Prodigy is a growing technology company where talented people have the opportunity to make a real impact. Unlike a large corporate IT environment where employees may be limited to a narrow role, our team works with a wide range of technologies and is encouraged to solve problems, take ownership, and develop new skills. You will work alongside experienced technical professionals supporting real-world systems including networking, telecommunications, servers, software applications, and specialized technology deployed throughout the country. We value people who are curious, dependable, and willing to figure things out, and we recognize employees who take initiative and contribute to the company's success. For someone who enjoys technology and wants to continue growing rather than doing the same help-desk tasks every day, Prodigy offers an opportunity to build a much broader technical skill set while growing with the company.