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.