- Professional
- Escritório em Bradenton
IT Operations Lead
Location: Hybrid (Bradenton & sometimes Tampa Office, with travel as needed)
Compensation: $70,000 – $80,000 base, commensurate with experience
Schedule: 3 days per week in-office Bradenton; travel up to 30%
About Us
At Service Minds, we proudly operate nationally recognized home service brands — Benjamin Franklin Plumbing, Mister Sparky Electric, and One Hour Heating & Air Conditioning. Our mission is simple: to provide an exceptional customer experience, every time. We are growing rapidly across Florida and beyond, and our success comes from hiring talented, driven people who are passionate about making a difference.
As part of our IT team, you’ll be at the core of ensuring our 2,000+ employees have the technology, tools, and support they need to serve our customers with excellence. This is a hands-on leadership role where you’ll manage daily IT operations, support multi-site users, and help scale the systems that keep our business moving.
Position Summary
The IT Operations Lead oversees the day-to-day IT support functions, managing ticket flow, onboarding/offboarding processes, hardware and software support, and field service technology needs. You’ll act as the first escalation point for employees, provide direct hands-on support, and coordinate with the IT Manager on systems, security, and infrastructure improvements.
This is a hybrid position requiring regular in-office presence in Bradenton, with travel to branch locations across Florida and occasional acquisition sites.
Key Responsibilities
Helpdesk & Ticketing
Manage and assign IT helpdesk tickets, ensuring timely resolution and clear communication.
Troubleshoot Level 1–3 issues, escalating critical problems as needed.
Track recurring issues to identify training or process improvement opportunities.
Hardware & Software Support
Oversee setup, configuration, and decommissioning of laptops, desktops, and iPads.
Troubleshoot office hardware (monitors, printers, peripherals, cabling).
Maintain standard system images for consistent device deployment.
Onboarding & Access Management
Coordinate technology onboarding/offboarding in alignment with HR and management.
Manage account creation, permissions, and secure access removal.
Maintain checklists and documentation to standardize processes.
Systems & Security
Support Microsoft 365 administration (passwords, licenses, user management).
Monitor security measures such as MFA, spam filters, and endpoint protections.
Assist with vendor coordination for ISP/telecom issues.
Asset & Inventory Management
Track IT assets, monitor lifecycles, and support replacement planning.
Maintain accountability for hardware assignments and returns.
Support purchasing by providing inventory insights.
Technology Support for Operations
Provide AV, livestream, and conferencing support for meetings and events.
Support media production needs such as podcasts or recordings.
Troubleshoot connectivity issues for field teams and branch offices.
Team Coordination
Assign, coach, and guide IT support staff, interns, or contractors.
Develop IT knowledgebase documentation for common troubleshooting.
Serve as the first point of escalation for unresolved technical issues.
Qualifications
Experience & Background
3–5 years of progressive IT support experience, ideally in multi-site or field services.
2+ years in a high-volume helpdesk/ticketing environment.
Strong background in hardware setup, troubleshooting, and network connectivity.
Familiarity with routers, switches, structured cabling, and wireless systems.
Experience supporting field operations where downtime impacts revenue.
Technical Skills
Proficiency in Microsoft 365 administration.
Strong knowledge of Windows OS, iPads/iPhones, and remote support tools.
AV/meeting technology, telecom, and ISP coordination experience.
Basic cybersecurity awareness and endpoint security practices.
Field Support & Travel
Willingness to travel up to 30% for branch support and new acquisitions.
Comfortable working independently on-site with minimal IT resources.
Ability to manage remote tickets while traveling.
Soft Skills
Strong problem-solving and critical thinking skills.
Excellent communication — able to translate technical issues for non-technical users.
Highly organized with ability to juggle multiple priorities.
Self-starter who thrives in both independent and collaborative environments.
Why Join Service Minds?
We invest in our people because we know they drive our success. At Service Minds, you’ll be part of a fast-growing company where your work has immediate impact, and your ideas are valued.
We offer:
Competitive salary ($70K–$80K, commensurate with experience)
Hybrid work schedule with flexibility
Health, dental, and vision insurance
401(k) retirement savings plan with company match
Paid time off and holidays
Career growth opportunities in a rapidly expanding company
A collaborative culture where innovation and problem-solving are encouraged
