Posted 1mo ago•3101 W Martin Luther King Blvd, Suite 425, ZIP Code 33607
Operations Manager - Server Support
MiddleOn-site (3101 W Martin Luther King Blvd)Salary undisclosed
Required Skills
AWSAzure
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 g
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