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IT Manager/Director
Job
Robert Half
Jacksonville, FL (In Person)
Full-Time
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Job Description
We are looking for an experienced IT operations leader to oversee enterprise support services for a large, fast-paced organization in Jacksonville, Florida. This role will guide service desk performance, strengthen the end-user experience, and advance modern support capabilities through automation, self-service, and data-driven improvement. The ideal candidate brings strong people leadership, operational discipline, and the ability to work across technical and business teams to improve service reliability and resolution outcomes.
Responsibilities:
- Direct daily service desk activities to deliver timely, dependable support for a large employee population across core technologies and business applications.
- Lead, mentor, and develop supervisors and support staff through coaching, performance feedback, staffing alignment, and career growth planning.
- Manage incident response, escalation handling, and service recovery efforts to maintain stable operations and minimize business disruption.
- Evaluate service metrics and user feedback to identify gaps, improve responsiveness, and elevate the overall support experience.
- Expand support capabilities by introducing automation, AI-assisted tools, and self-service options that increase efficiency and reduce avoidable contacts.
- Promote effective use of platforms such as ServiceNow and Moveworks to streamline issue resolution and improve user access to support resources.
- Analyze recurring technical issues and partner with engineering, infrastructure, security, product, and other teams to address root causes and strengthen system reliability.
- Build team expertise in advanced troubleshooting, proactive support practices, problem management, and knowledge sharing.
- Support major incidents, change coordination, operational readiness activities, and clear communication during high-impact service events.
- Contribute to governance, reporting, and strategic planning efforts that align support operations with broader business priorities.