IT Service Manager

CORE RESPONSIBILITIES

Under the stewardship of the IT Director, the IT Service Manager will provide day-to-day operational oversight of all aspects of the IT service and support system (including user accounts, computer system and software installation, repair and maintenance and network connectivity for users).

Please note: This is a hybrid position based in Jacksonville, FL.

ESSENTIAL DUTIES AND RESPONSIBILTIES

· In accordance with ITIL service, change, process and project management principles, actively manage and oversee all aspects of the IT Support operation including ensuring that departmental support imperatives are met, and that IT support personnel have the skills, resources and encouragement to effectively and efficiently serve users

· Oversee and quarterback the ITSM (ticketing) system to ensure issues are resolved in a timely manner, and that recurring issues are addressed permanently

· Supervise IT Support staff in effectively and efficiently fulfilling their duties

· Manage regular and regional support schedule to ensure appropriate support coverage for the organization

· Maintain up-to-date maintenance and asset records for all accounts, assets, endpoints, resources, equipment and devices

· Provide timely feedback and support/maintenance metrics to IT Director on a routine basis for reporting and process improvement

· Assist IT Director with system administration tasks, projects and processes, and server/cloud infrastructure maintenance/support as necessary

· Prepare effective and professional training 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 to support requests in a timely and effective manner; maintain defined support response times

· Set up and administer local user and cloud service accounts (MS Entra ID)

· Support and administer all cloud and managed services, including Zoom and UCaaS Platforms

· Set up domain client computers and devices, and peripheral assets for deployment

· Troubleshoot and repair hardware (desktops, laptops, phones, mobile devices, imaging devices, printers) as necessary

· Support all information system usage and security policies and practices (Hueman is an ISO 27001 Certified environment)

· Support the organization's cyber-security programs, training and initiatives

· Always represent the IT Department and the organization in a responsive and professional manner

· Perform other duties as assigned

PREFERRED SKILLS AND EXPERIENCE

A working understanding of the following:

· Desktop and laptop computer hardware (maintenance, repair and troubleshooting)

· At least 3 years in an IT Service Leadership role

· At least 3 years MS365/Entra ID admin experience

· IP voice systems and devices; Meeting tech like Zoom Rooms, Teams. etc.

· Mobile devices (smartphones and tablets) management, maintenance, repair, security and troubleshooting

· Network printers and imaging devices, basic wired and wireless networking

· Mobile, IOT and cloud technologies

· Emerging AI Technologies like MS Copilot, ChatGPT, Claude, etc.

· MS Windows and Office, MS Outlook/Exchange Online, SharePoint, Cloud Service, Entra ID user and computer and account management.

· SharePoint and OneDrive access and permissions administration

· Excellent customer service, communication, organizational, supervisory and team-building skills

· Excellent attention to detail in terms of follow-through, processes and documentation

· Ability to work independently, solve complex problems, and coordinate resources to meet the needs of the organization's technology users

· Capacity for learning new things and keeping 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

· IT Service Management (ITIL Foundation certification - preferred)

About Hueman

Hueman People Solutions is a globally and nationally recognized provider of talent solutions. Through a combination of experience, vision, expertise & passion, we deliver amazing outcomes and create great employment experiences.

Hueman People Solutions is an ISO 27001 certified and governed environment.

Compensation and Benefits

The salary range for this position is $80,000-$90,000 depending on experience.

Benefits include:

· 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

Equal Opportunity Employer

Applicants requiring a reasonable accommodation to participate in the hiring process may contact recruitment@hueman.com.

Hueman is an Equal Opportunity Employer. We are committed to increasing workforce diversity, fostering inclusive environments, and sustaining those efforts through equitable practices not only across our own businesses but across our partners' as well. Hueman provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law. This mission is guided by our core values of excellence, trust, change, service, and teamwork.