Mirrai Careers

Operations Manager - Server Support

CGS (Computer Generated Solutions Inc.)

3101 W Martin Luther King Blvd, Suite 425, ZIP Code 33607 Posted 3w ago
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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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