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Operations Manager - Server Support

3101 W Martin Luther King Blvd, Suite 425, ZIP Code 33607

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.

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