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 www.FloridaCrystalsCorp.com.

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 & RESPONSIBILITIES

Help 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.
• Monitor change success rates and drive improvements to reduce change-related incidents.
• In partnership with the Service Managers, coordinates change windows, release schedules, and production deployments across support teams and vendors.

Service Management & Governance

• Manage Incident, Problem, and Change Management processes.
• Facilitate root cause analysis and corrective action plans for major incidents.
• Develop operational dashboards, KPIs, and executive reporting.
• Partner with business stakeholders, vendors, and technical teams to improve service delivery.
• Ensure compliance with company policies, audit requirements, and change controls.

WORK EXPERIENCES

Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field.
• 5+ years of IT Service Management, Service Desk, or IT Operations experience.
• Experience leading Help Desk or Service Operations teams.
• Strong knowledge of ITIL Incident, Problem, Change, and Release Management practices.
• Experience with ServiceNow or similar ITSM platforms.
• Strong communication, leadership, and stakeholder management skills.
• ITIL Foundation certification preferred.

Key Success Measures

• Incident resolution and SLA performance.
• Reduction in ticket backlog and aging tickets.
• Change success rate and reduction in change-related outages.
• Customer satisfaction scores.
• Operational efficiency and continuous service improvement results.

EDUCATION REQUIREMENTS

• Associate degree or higher in related discipline (Computer Science/Engineering preferred)

SUPERVISORY RESPONSIBILITY

• 4-7 direct reports that could include up to 3 levels (Help Desk Associates, Changer Mgmt.  and Off shore Team Leadership)

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

• Previous experience using a Service Management system (Preferably Service Now)
• ITIL Foundation Certification as well as 1 or more of the following certifications: ITIL Intermediate Lifecycle, ITIL Capability modules, ITIL Practitioner Certifications, Other frameworks like Six Sigma for Service
• Technical understanding of a variety of OS and technologies (ex: Windows, Unix, virtualization, cloud computing, database technologies, networks and back-end infrastructure)
• General SAP experience a plus
• General Operating Systems knowledge - Windows 10, OS X, iOS, Android
• CALM (SAP) transport movement administrative experience is a plus.  This is needed to approve and move SAP transport through environments. (Dev, QA, Prod)

LOCATION OF ROLE

• West Palm Beach, Florida

We are an equal opportunity employer. We do not discriminate on the basis of race, color, creed, religion, gender, sexual orientation, gender identity, age, national origin, disability, veteran status or any other category protected under federal, state, or local law.  All employment is decided on the basis of qualifications, merit, and business need.