Manager, IT Operations - Service Desk

Grainger Businesses • Jacksonville, FL

23h • Hybrid

About The Position

The Manager, IT Operations, leads teams responsible for delivering reliable, responsive, and scalable technology services that support business operations and end users. This role ensures operational excellence across service delivery, incident management, and continuous improvement while developing team capability and strengthening cross functional partnerships. You will lead a Service Desk organization supporting approximately 26,000 team members across desktop environments as well as SAP and other critical business systems, with responsibility for a team of ~20 agents, including supervisors and Level II specialists, delivering both frontline support and advanced issue resolution. The IT Operations Manager will balance day to day operational leadership with forward looking improvement initiatives to enhance service quality, system stability, and customer experience, including driving the evolution of the Service Desk through automation, AI, and self service capabilities. This includes adoption of technologies such as Moveworks to reduce reliance on traditional support channels and improve the overall user experience. As support channels evolve, this role will lead the upskilling and elevation of Service Desk team members, enabling a shift toward more complex issue resolution, problem management, and higher value support activities. The role also partners closely with other internal teams to influence adoption and effective use of ServiceNow as the primary support platform, shaping capabilities that improve automation, visibility, and overall service outcomes. This role will be based hybrid (2-3 days per week) in Jacksonville, FL. We will consider partial relocation funding for candidates who are seeking to relocate to the Jacksonville location.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience
• 5+ years of experience in leading operational or technology service teams
• An understanding of incident management, service operations, and operational performance metrics
• Experience leading teams through change while maintaining service stability
• Experience supporting enterprise end user, infrastructure, or operations environments
• Familiarity with IT service management practices and tools
• Experience partnering across technology and business teams

Responsibilities

• Lead and develop frontline technology operations teams, providing day to day people leadership, performance management, coaching, and talent development to ensure consistent, high quality service delivery.
• Oversee operational execution for technology services, including incident response, escalations, root cause analysis, and service restoration, ensuring commitments are met and customer impact is minimized.
• Ensure operational stability and continuous improvement by monitoring performance trends, identifying recurring issues, and implementing process, tooling, or capability improvements that reduce risk and improve outcomes.
• Partner cross functionally with IT, Engineering, Security, Product, and business stakeholders to resolve complex issues, align priorities, and support enterprise technology initiatives and changes.
• Establish and reinforce standard operating procedures, documentation, and knowledge management practices to improve consistency, scalability, and onboarding effectiveness.
• Support service governance and readiness activities, including change coordination, major incident leadership, on call support models, and operational communications during high impact events.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees