Operations Manager - Server Support

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OperationsOperations Manager

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Quick Summary

Overview

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.

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OperationsOperations Manager

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.

Responsibilities

~1 min read

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.

Requirements

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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.