Operations Manager - Server Support at CGS (Computer Generated Solutions)

<p><strong><em>Job Summary</em></strong></p> <p>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.</p> <p><strong><em>Key Responsibilities</em></strong></p> <p><em>Team Leadership &amp; Development</em></p> <ul> <li>Manage, mentor, and coach 4 to 8 Team Leaders.</li> <li>Oversee a department of 30 to 100 Server Support Agents.</li> <li>Conduct regular performance reviews and career development planning.</li> <li>Define clear performance metrics, KPIs, and team goals.</li> </ul> <p><em>Operational Excellence &amp; Service Delivery</em></p> <ul> <li>Own daily operations for the onsite technical support center.</li> <li>Ensure all server support tickets meet or exceed strict SLA targets.</li> <li>Serve as the ultimate escalation point for complex technical issues.</li> <li>Analyze operational data to optimize workflows and resource allocation.</li> <li>Manage capacity planning, scheduling, and hiring pipelines for growth.</li> </ul> <p><em>Technical Oversight</em></p> <ul> <li>Guide the team through critical server incidents and outages.</li> <li>Ensure adherence to standard operating procedures for server environments.</li> <li>Collaborate with engineering teams to improve server reliability and tools.</li> </ul> <p><strong><em>Required Qualifications</em></strong></p> <p><em>Experience &amp; Leadership</em></p> <ul> <li>Minimum 5+ years of experience in IT operations management.</li> <li>Proven track record managing teams of 30+ technical professionals.</li> <li>Experience directly managing lower-level managers or team leads.</li> </ul> <p><em>Technical Background</em></p> <ul> <li>Strong foundational background in IT Server Support.</li> <li>Deep knowledge of server infrastructure, operating systems, and hardware.</li> <li>Experience with enterprise-level ticketing systems and monitoring tools.</li> </ul> <p><em>Logistics &amp; Soft Skills</em></p> <ul> <li>Must be able to work 100% onsite in Tampa, FL.</li> <li>Exceptional communication, conflict-resolution, and decision-making skills.</li> <li>Strong analytical mindset with data-driven problem-solving abilities.</li> </ul> <p><em>Preferred Qualifications</em></p> <ul> <li>ITIL Certification (v3 or v4).</li> <li>Technical certifications (e.g., CompTIA Server+, Microsoft Certified, AWS/Azure).</li> <li>Bachelor’s degree in Computer Science, Information Technology, or a related field.</li> </ul>