IT Operations Manager- Help Desk

Work Location Type: Hybrid  

Req Number  332048

About Grainger

W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion. For more information, visit www.grainger.com.  

Compensation

The anticipated base pay compensation range for this position is $95,900.00 – $159,800.00. This role is eligible for an incentive target of up to 15%, based on the achievement of individual and company performance objectives in accordance with the current terms of the incentive program which are subject to change.

Sponsorship

This position is not eligible for any form of sponsorship now or in the future.  Individuals requiring sponsorship (e.g. OPT or H1B visa status) should not apply. Only individuals authorized to work in the United States now and for the foreseeable future will be considered for this position

Rewards and Benefits

With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:

• 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.

For additional information and details regarding Grainger’s benefits, please click on the link below:

https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire

Grainger Benefits

The pay range provided above is not a guarantee of compensation.  The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.   

The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above. 

Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.

Role Overview

The Manager, IT Operations leads the enterprise Service Desk organization, responsible for delivering reliable, responsive, and continuously improving technology support services for approximately 26,000 team members. You will oversee a team of approximately 20 support professionals, including supervisors and Level II specialists, providing frontline support across desktop technologies, SAP, and other critical business applications. You will be accountable for operational excellence, customer experience, workforce development, and the evolution of support capabilities across the organization. Beyond day-to-day operations, you will drive the transformation of the Service Desk through automation, AI, self-service, and modern support practices you will be responsible for reducing reliance on traditional support channels, increasing issue avoidance and self-resolution, and enabling team members to focus on more complex technical troubleshooting, problem management, and service improvement activities.

Working closely with ITSM, Engineering, Security, Infrastructure, Product, and business stakeholders, you will help shape the future of enterprise support through effective use of ServiceNow, Moveworks, knowledge management, and operational analytics.

Location:

The role will be onsite in Jacksonville, Florida 3 days per week. We are open to candidates who are willing to relocate to Jacksonville for this opportunity and partial relocation assistance will be provided.

You Will:

• Lead and develop a Service Desk organization responsible for delivering high-quality support services to approximately 26,000 team members.
• Provide day-to-day leadership, coaching, performance management, workforce planning, and career development for supervisors, analysts, and technical specialists.
• Ensure effective execution of incident management, escalation management, service restoration, and operational support processes.
• Monitor operational performance, customer experience, and service outcomes to identify improvement opportunities and drive measurable results
• Lead the modernization of support services through automation, AI-powered support, self-service capabilities, and workflow optimization.
• Drive adoption of technologies such as Moveworks and ServiceNow to improve user experience, increase resolution efficiency, and reduce support demand.
• Establish strategies that shift support activity away from traditional phone-based interactions toward digital and automated channels.
• Identify recurring issues and support trends, partnering with technology teams to eliminate root causes and improve service reliability.
• Develop team capabilities to support increasingly complex troubleshooting, advanced issue resolution, problem management, and proactive support activities.
• Build a culture of continuous learning, accountability, and operational excellence.
• Establish and maintain effective knowledge management practices that improve consistency, onboarding, self-service adoption, and operational scalability.
• Create development paths that enable team members to grow technical, analytical, and customer support skills as support models evolve.
• Partner with Engineering, Infrastructure, Security, Product, and business stakeholders to resolve complex issues and improve service outcomes.
• Collaborate closely with ITSM teams to influence the evolution and effective use of ServiceNow capabilities, workflows, and reporting.
• Support major incident management, operational readiness activities, change coordination, and service communications during high-impact events.
• Contribute to service governance, operational metrics, and strategic planning efforts that align support services with business objectives.

You Have:

• Bachelor’s degree in Information Technology, Computer Science, Business, or equivalent experience.
• 5+ years of experience leading technology support, service desk, operations, or IT service management teams.
• Experience managing frontline support organizations in complex enterprise environments.
• Experience leading operational improvement, support transformation, automation, or self-service initiatives.
• Strong understanding of IT Service Management (ITSM) principles, incident management, problem management, and service operations.
• Experience leveraging ServiceNow or similar ITSM platforms to improve service delivery and operational effectiveness.
• Understanding of AI-enabled support, automation technologies, knowledge management, and digital support channels.
• Demonstrated ability to lead teams through organizational and operational change while maintaining service performance.
• Strong analytical and problem-solving skills with experience using operational metrics to drive decision-making and improvement.
• Ability to build effective partnerships and influence outcomes across technology and business organizations.
• Excellent communication, coaching, and leadership skills.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.