The Jacksonville Aviation Authority (JAA) welcomes applications for the position of IT Services Manager
through midnight on Tuesday, March 4, 2025.

Job Summary

This is professional work managing the team of professionals responsible for the delivery of IT services to the Jacksonville Aviation Authority (JAA). The work requires extensive knowledge of the principles, methods and procedures involved in planning systems support, deploying ITIL processes, to include incident, request, change, configuration and problem management, and managing an information technology service desk. Knowledge is usually gained through a combination of education, training and extensive experience. Supervises the work of staff involved in IT Help Desk, PC Support, and electronics repair technicians (fiber optic and low voltage cabling, Physical Access Control, Video Surveillance, and Parking Revenue) technical tasks.  The work is performed in an office environment, although frequent inspections of terminal equipment and work efforts are required as well as occasional travel between campuses in Jacksonville. The work is performed under limited supervision subject to policies, practices and procedures and is reviewed in terms of quality, effectiveness, timeliness and adherence to standards and policies.

Essential Functions

• Supervise and lead a team of help desk, PC support, and electronics repair technicians.
• Plan and coordinate support for system implementations and integrations.
• Define, deploy, and continuously improve ITIL processes, including incident management, request management, change management, configuration management, problem management, and service desk operations.
• Develop and maintain standard operating procedures for all support activities.
• Ensure timely and effective resolution of technical issues and service requests.
• Track and monitor performance metrics and generate reports to track and improve service levels.
• Plan and manage hardware and software refresh.
• Manage spare parts inventory to ensure adequate inventory of parts.
• Collaborate with other IT teams and departments to ensure seamless service delivery.
• Identify training needs and provide ongoing development opportunities for support staff.
• Conduct regular performance reviews and provide feedback to team members.
• Manage the support budget and ensure cost-effective solutions and services.
• Other related duties as required

Knowledge, Skills & Abilities

• Strong understanding of ITIL processes and best practices.
• Excellent leadership and team management skills.
• Proficiency in troubleshooting and resolving technical issues across various platforms.
• Ability to plan and coordinate large-scale system implementations and integrations.
• Strong analytical and problem-solving abilities.
• Effective communication and interpersonal skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Experience with performance monitoring and reporting tools.
• Knowledge of current technologies and trends in IT support and services, including ticketing systems.
• Understanding of Windows, Chrome, and Mac operating systems.
• Strong problem-solving skills.
• Strong interpersonal, verbal and written communication skills.
• Ability to work in a fast-paced environment.
• Ability to exercise tact and diplomacy in dealing with sensitive confidential issues.

Required Education & Experience

• Bachelor’s degree in Computer Science or a closely related field AND
• Five (5) years of support in IT technology or related experience, 3 or more of which included supervisory responsibilities OR
• An equivalent combination of education, training and experience.

Licenses & Certifications

• ITIL 4 Foundation Certification
• Must be able to obtain and maintain a JAX airport Security Identification Display Area (SIDA) badge.
• Florida Class E Driver’s License may be required and must be maintained.

Preferred Certifications

• ITIL 4 Specialist: Create, Deliver and Support.
• CompTIA A+ certification.
• MD-102T00 Microsoft 365 Endpoint Administrator

Physical Demands

The physical demands consist of moving from one work location to another, sitting or standing at a workstation for extended periods of time and may involve lifting objects weighing up to 15 pounds. Must be able to perform the physical requirements of the position with or without reasonable accommodation.