Operations Manager - Server Support

CGS Immersive; Tampa (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

CGS Immersive in Tampa, FL is seeking an Operations Manager to lead a high-volume IT Server Support department comprising 30 to 100 agents and 4 to 8 team leaders. The role requires a strong technical background in server infrastructure and exceptional leadership to drive operational excellence and meet strict SLAs.

You will own daily onsite operations, set performance metrics, mentor leaders, and partner with engineering to improve reliability and tools.

Qualifications

• Minimum 5+ years of IT operations management.
• Experience managing teams of 30+ technical professionals.
• Experience supervising lower-level managers or team leads.

Responsibilities

• Lead 30–100 Server Support Agents and 4–8 Team Leaders.
• Own daily onsite operations and meet SLA targets.
• Serve as escalation point for complex technical issues.
• Analyze data to optimize workflows and resource allocation.
• Plan capacity, scheduling, and hiring pipelines for growth.
• Collaborate with engineering teams to improve server reliability.

Skills

IT operations

Team leadership

SLA management

Data analysis

Onsite management

Education

Bachelor's degree

Tools

Ticketing systems

Monitoring tools

Job description

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.