Manager of IT Support

Continental Services•Sterling Heights, MI

4d•$50,000•Hybrid

About The Position

The IT Support Manager oversees first-level support for all technologies across corporate and customer sites, leading the frontline team to provide reliable, customer-focused service and acting as the main escalation point. They apply IT Service Management practices, using metrics and SLAs to ensure continuous improvement. Additionally, they manage configurations and governance for Jira and Microsoft 365, supporting organizational growth.

Requirements

7+ years of IT experience with a strong background in end-user support and service delivery.
3+ years of experience leading or supervising an IT support or service desk team.
Hands-on experience with ITSM tools and practices (Incident, Request, SLA management).
Experience administering Jira (ITSM and/or service workflows).
Experience administering Microsoft 365 environments.
Strong understanding of escalation models and cross-team collaboration.
Ability to translate technical issues into clear, user-friendly communication.
ITIL certification or formal ITSM training.
Experience supporting multi-site or customer-facing environments.

Nice To Haves

Familiarity with automation and self-service capabilities in Jira or similar platforms.
Exposure to identity management, endpoint management, or cloud services.
Experience working in a growing or transformation-oriented IT organization.

Responsibilities

Owns and manages first-level IT support for all corporate and customer-site technologies, including end-user devices, network access, printers, peripherals, core business applications, SaaS platforms, and collaboration tools.
Ensures incidents and service requests are logged, triaged, and resolved or escalated per SLAs.
Acts as the single point of coordination between users and Tier 2/3 IT teams across infrastructure, applications, security, data, and vendors.
Implements and matures ITSM practices aligned with ITIL, covering incident, request, problem, and change management, as well as knowledge sharing and self-service.
Tracks and reports on key service metrics like ticket volume, SLA adherence, response times, and user satisfaction, using data to identify recurring issues and opportunities for improvement.
Leads, coaches, and develops the IT support team, setting performance goals and ensuring resource coverage.
Manages Jira as the system administrator and product owner, configuring workflows, automations, and access, while supporting scalable service management.
Acts as the Microsoft 365 administrator, managing users, groups, collaboration tools, licensing, and security policies.
Collaborates with infrastructure and security teams to optimize M365 architecture and governance, ensuring usability and security.
Performs other related duties as assigned.