IT Service Manager

Hueman People Solutions • Jacksonville, FL

11d • Hybrid

About The Position

The IT Service Manager provides day-to-day operational oversight of Hueman’s IT service and support system under the stewardship of the IT Director. This includes user accounts, computer systems and software installation, repair and maintenance, and network connectivity. The position oversees IT support operations and personnel, manages the ITSM ticketing system and support coverage, maintains asset and maintenance records, and provides performance metrics and process-improvement feedback. It also supports system administration, projects, server and cloud infrastructure, user training and documentation, cloud services, endpoint deployment, hardware troubleshooting, and the organization’s information security and cybersecurity initiatives. This is a hybrid position based in Jacksonville, Florida.

Requirements

• Working understanding of desktop and laptop computer hardware maintenance, repair, and troubleshooting.
• At least 3 years in an IT Service Leadership role.
• At least 3 years of MS365/Entra ID administration experience.
• Working understanding of IP voice systems and devices and meeting technology such as Zoom Rooms and Teams.
• Working understanding of mobile device management, maintenance, repair, security, and troubleshooting for smartphones and tablets.
• Working understanding of network printers and imaging devices and basic wired and wireless networking.
• Working understanding of mobile, IoT, and cloud technologies.
• Working understanding of MS Windows and Office, MS Outlook/Exchange Online, SharePoint, cloud services, and Entra ID user, computer, and account management.
• Working understanding of SharePoint and OneDrive access and permissions administration.
• Excellent customer service, communication, organizational, supervisory, and team-building skills.
• Excellent attention to detail, follow-through, processes, and documentation.
• Ability to work independently, solve complex problems, and coordinate resources to meet technology users’ needs.
• Capacity to learn new things and keep up to date in a dynamic, fast-paced environment.
• Ability to lift computers and related equipment up to 50 pounds.
• Ability to travel between service locations as needed.

Nice To Haves

• ITIL Foundation certification.
• Working understanding of emerging AI technologies such as MS Copilot, ChatGPT, and Claude.

Responsibilities

• Manage and oversee IT support operations in accordance with ITIL service, change, process, and project management principles, ensuring support priorities are met and personnel have the skills and resources to serve users effectively.
• Oversee the ITSM ticketing system, ensure issues are resolved in a timely manner, and address recurring issues permanently.
• Supervise IT Support staff in fulfilling their duties effectively and efficiently.
• Manage regular and regional support schedules to ensure appropriate organizational coverage.
• Maintain current maintenance and asset records for accounts, assets, endpoints, resources, equipment, and devices.
• Provide the IT Director with routine feedback and support and maintenance metrics for reporting and process improvement.
• Assist the IT Director with system administration tasks, projects, processes, and server and cloud infrastructure maintenance and support as needed.
• Prepare professional training materials and technical documentation for system users.
• Coordinate training and orientation for new technology users and help them become proficient with equipment, applications, services, and policies.
• Respond effectively and promptly to support requests while meeting defined support response times.
• Set up and administer local user and cloud service accounts, including MS Entra ID.
• Support and administer cloud and managed services, including Zoom and UCaaS platforms.
• Set up domain client computers, devices, and peripheral assets for deployment.
• Troubleshoot and repair desktops, laptops, phones, mobile devices, imaging devices, and printers as necessary.
• Support information system usage and security policies and practices in Hueman’s ISO 27001-certified environment.
• Support the organization’s cybersecurity programs, training, and initiatives.
• Represent the IT Department and organization responsively and professionally.
• Perform other duties as assigned.

Benefits

• Paid time off.
• Health, dental, vision, and life insurance.
• Traditional and Roth 401(k) options with company match.
• Learning and development opportunities.
• Leadership development opportunities.
• Community service events.
• Wellness and mental health support.
• A collaborative work environment that emphasizes togetherness, diversity, and teamwork.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed