Operations Manager - Server Support

Job Summary

The Operations Manager will lead, scale, and optimize a high-volume IT Server Support department consisting of 30 to 100 Support Agents and 4 to 8 Team Leaders. This role requires a strong technical background in server infrastructure paired with exceptional leadership skills to drive operational excellence, meet strict SLAs, and foster professional development.

Key Responsibilities

Team Leadership & Development

Manage, mentor, and coach 4 to 8 Team Leaders.

Oversee a department of 30 to 100 Server Support Agents.

Conduct regular performance reviews and career development planning.

Define clear performance metrics, KPIs, and team goals.

Operational Excellence & Service Delivery

Own daily operations for the onsite technical support center.

Ensure all server support tickets meet or exceed strict SLA targets.

Serve as the ultimate escalation point for complex technical issues.

Analyze operational data to optimize workflows and resource allocation.

Manage capacity planning, scheduling, and hiring pipelines for growth.

Technical Oversight

Guide the team through critical server incidents and outages.

Ensure adherence to standard operating procedures for server environments.

Collaborate with engineering teams to improve server reliability and tools.

Required Qualifications

Experience & Leadership

Minimum 5+ years of experience in IT operations management.

Proven track record managing teams of 30+ technical professionals.

Experience directly managing lower-level managers or team leads.

Technical Background

Strong foundational background in IT Server Support.

Deep knowledge of server infrastructure, operating systems, and hardware.

Experience with enterprise-level ticketing systems and monitoring tools.

Logistics & Soft Skills

Must be able to work 100% onsite in Tampa, FL.

Exceptional communication, conflict-resolution, and decision-making skills.

Strong analytical mindset with data-driven problem-solving abilities.

Preferred Qualifications

ITIL Certification (v3 or v4).

Technical certifications (e.g., CompTIA Server+, Microsoft Certified, AWS/Azure).

Bachelor’s degree in Computer Science, Information Technology, or a related field.