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Robert Half Logo Robert Half · IT - Administration

IT Manager/Director

United States, Jacksonville · Job Posted June 29, 2026
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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.

Job Responsibility

  • 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

Requirements

  • Bachelor’s degree in Information Technology, Computer Science, Business, or comparable relevant experience
  • At least 5 years of experience leading IT support, service desk, operations, or IT service management teams
  • Background managing frontline technical support within complex enterprise environments
  • Demonstrated success improving support models through automation, self-service, or broader service transformation initiatives
  • Solid understanding of incident management, problem management, and day-to-day IT service operations
  • Experience working with ServiceNow or a comparable IT service management platform
  • Familiarity with AI-enabled support tools, knowledge management practices, and digital support channels
  • Strong leadership, analytical, communication, coaching, and problem-solving skills, with the ability to guide teams through change while sustaining service quality

What we offer

  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan
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