Manager, IT Services

Florida Crystals Corporation is a fully integrated cane sugar company. Florida Crystals regeneratively farms sugarcane and rice in South Florida, where it owns two sugar mills, a sugar refinery, a packaging and distribution center, Florida's only rice mill, a compost facility, and one of the largest renewable power plants of its kind in the U.S., which uses sugarcane fiber to generate eco-friendly energy that powers its sugar operations. Florida Crystals owns one of the largest Regenerative Organic Certified® farms in the U.S. and its Florida Crystals® products are the only ROC™ sugar grown and milled sugar in the country. Florida Crystals owns ASR Group International, Inc., a holding company that conducts operations through its subsidiaries. The ASR Group® family of companies make up the world’s largest refiner and marketer of cane sugar. Florida Crystals is headquartered in West Palm Beach, Florida. Learn more at .

OVERVIEW

The Manager, IT Services is responsible for leading IT support operations and governing the Change Management process to ensure delivery of reliable, secure, and efficient technology services. This role drives service excellence, oversees incident and escalation management, and ensures production changes are properly assessed, approved, tested, communicated, and implemented with minimal business disruption. The position requires strong organizational, communication, and leadership skills, with the ability to work independently while effectively coordinating onshore and offshore resources to achieve operational and service delivery objectives.

DETAILED ROLES & RESPONSIBILITIESHelp Desk Management

• Lead daily Help Desk operations and support staff.

• Ensure timely resolution of incidents and service requests in accordance with SLAs.

• Manage major incidents, escalations, and customer communications.

• Monitor service desk performance, ticket aging, backlog, and customer satisfaction metrics.

• Identify trends and drive continuous improvement initiatives to reduce recurring issues.

• Develop and maintain support procedures, knowledge articles, and training materials.

• Provides on call support using approved CIM (Critical Incident Mgmt.) processes as part of the weekly on call rotation

IT Change Management

• Own and administer the IT Change Management process using ITIL best practices.

• Coordinate Change Advisory Board (CAB) meetings and change approvals.

• Review and assess change requests for risk, business impact, resource requirements, and implementation readiness.

• Ensure appropriate testing, backout plans, and stakeholder communications are completed before implementation.