Job Description

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.