IT Operations Manager, Service Desk

About the role

The Manager, IT Operations leads the enterprise Service Desk organization, responsible for delivering reliable, responsive, and continuously improving technology support services for approximately 26,000 team members. You will oversee a team of approximately 20 support professionals, including supervisors and Level II specialists, providing frontline support across desktop technologies, SAP, and other critical business applications. You will be accountable for operational excellence, customer experience, workforce development, and the evolution of support capabilities across the organization.

Responsibilities

• Lead and develop a Service Desk organization responsible for delivering high-quality support services to approximately 26,000 team members.
• Provide day-to-day leadership, coaching, performance management, workforce planning, and career development for supervisors, analysts, and technical specialists.
• Ensure effective execution of incident management, escalation management, service restoration, and operational support processes.
• Maintain monitoring of operational performance, customer experience, and service outcomes to identify improvement opportunities and drive measurable results.
• Drive adoption of technologies such as Moveworks and ServiceNow to improve user experience, increase resolution efficiency, and reduce support demand.
• Establish strategies that shift support activity away from traditional phone-based interactions toward digital and automated channels.
• Identify recurring issues and support trends, partnering with technology teams to eliminate root causes and improve service reliability.
• Develop team capabilities to support increasingly complex troubleshooting, advanced issue resolution, problem management, and proactive support activities.
• Create development paths that enable team members to grow technical, analytical, and customer support skills as support models evolve.
• Partner with Engineering, Infrastructure, Security, Product, and business stakeholders to resolve complex issues and improve service outcomes.
• Collaborate closely with ITSM teams to influence the evolution and effective use of ServiceNow capabilities, workflows, and reporting.
• Support major incident management, operational readiness activities, change coordination, and service communications during high-impact events.
• Contribute to service governance, operational metrics, and strategic planning efforts that align support services with business objectives.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or equivalent experience.
• 5+ years of experience leading technology support, service desk, operations, or IT service management teams.
• Experience managing frontline support organizations in complex enterprise environments.
• Experience leading operational improvement, support transformation, automation, or self-service initiatives.
• Strong understanding of IT Service Management (ITSM) principles, incident management, problem management, and service operations.
• Experience leveraging ServiceNow or similar ITSM platforms to improve service delivery and operational effectiveness.
• Understanding of AI-enabled support, automation technologies, knowledge management, and digital support channels.
• Demonstrated ability to lead teams through organizational and operational change while maintaining service performance.
• Strong analytical and problem-solving skills with experience using operational metrics to drive decision-making and improvement.
• Ability to build effective partnerships and influence outcomes across technology and business organizations.
• Excellent communication, coaching, and leadership skills.

Qualifications

• Experience in IT Service Management (ITSM) principles, incident management, problem management, and service operations.
• Experience with ServiceNow or similar ITSM platforms.
• Understanding of AI-enabled support, automation technologies, knowledge management, and digital support channels.
• Experience in leading operational improvement, support transformation, automation, or self-service initiatives.
• Strong analytical and problem-solving skills with experience using operational metrics to drive decision-making and improvement.
• Ability to build effective partnerships and influence outcomes across technology and business organizations.
• Excellent communication, coaching, and leadership skills.

Skills

• Strong understanding of IT Service Management (ITSM) principles, incident management, problem management, and service operations.
• Experience with ServiceNow or similar ITSM platforms.
• Understanding of AI-enabled support, automation technologies, knowledge management, and digital support channels.
• Experience in leading operational improvement, support transformation, automation, or self-service initiatives.
• Strong analytical and problem-solving skills with experience using operational metrics to drive decision-making and improvement.
• Ability to build effective partnerships and influence outcomes across technology and business organizations.
• Excellent communication, coaching, and leadership skills.

Benefits

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

Pay

The anticipated base pay compensation range for this position is $95,900.00 – $159,800.00. This role is eligible for an incentive target of up to 15%, based on the achievement of individual and company performance objectives in accordance with the current terms of the incentive program which are subject to change.

Schedule

The role will be onsite in Jacksonville, Florida 3 days per week. We are open to candidates who are willing to relocate to Jacksonville for this opportunity and partial relocation assistance will be provided.