Operations Manager - Server Support

About this role

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.