IT Operations Manager- Help Desk

Work Location Type: Hybrid

Req Number 332048

W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Workingby 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,

Compensation

The anticipated base pay compensation range for this position is $95,900.00 - $. 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:

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.

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 Service Now, 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.

• 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…