Operations Manager - Server Support

Job description

***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.