Operations Manager - Server Support

CGS (Computer Generated Solutions); Tampa (FL); On-site; USD 120,000 - 180,000; Full time

Job summary

CGS (Computer Generated Solutions) in Tampa seeks an Operations Manager to lead a high-volume IT Server Support organization of 30–100 agents and 4–8 team leaders. The role emphasizes a strong technical foundation, people leadership, and driving SLA attainment.

You will own daily onsite operations, set KPIs, conduct performance reviews, and partner with engineering to improve server reliability and tools. This is a hands-on, data-driven leadership position with growth opportunities.

Qualifications

• 5+ years in IT operations management.
• Experience managing 30+ Server Support agents.
• Experience directly managing lower-level managers or team leads.
• Strong foundational background in IT Server Support.
• Deep knowledge of server infrastructure, operating systems, and hardware.

Responsibilities

• Mentor 4–8 team leaders and guide performance.
• Oversee a department of 30–100 Server Support Agents.
• Define clear performance metrics, KPIs, and team goals.
• Own daily onsite operations and ensure SLA targets.
• Escalate complex issues and coordinate with engineering teams.
• Plan capacity, hiring pipelines, and growth.

Skills

Leadership

Performance management

Data analysis

Communication

Education

Bachelor's degree in Computer Science or related field

Tools

Monitoring tools

Ticketing systems

Job description

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

• 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.