Information Technology Support Manager

Sylvan, Inc.; Detroit (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

Sylvan, Inc. seeks a hands-on IT Support Manager to lead end-user support operations, oversee the service desk, field technicians, and hardware lifecycle. You will coordinate with Sentinel Support and partners to triage complex issues and drive process improvements. Strong leadership and ITIL expertise are essential.

You will manage on-site and remote end-user support, coordinate with vendors, and develop a knowledge base, runbooks, and performance reporting for IT leadership.

Qualifications

• Bachelor’s degree in IT or related field or equivalent practical experience.
• 4+ years IT support, service desk, or desktop support, including 1–2+ years in leadership.
• Demonstrated experience managing hardware lifecycle and asset management processes.
• Experience supporting business applications and coordinating with vendors or internal application teams.
• Strong ITIL-based service management practices (incident, request, and problem management).
• Excellent leadership, coaching, and people-management skills.
• Strong communication skills across technical and non-technical audiences.

Responsibilities

• Lead service desk, field support, hardware lifecycle, and application support.
• Set priorities, assign work, and monitor team performance against SLAs and KPIs.
• Conduct regular one-on-ones, performance reviews, and staffing/scheduling for support coverage.
• Own escalation paths and ensure timely resolution of critical issues.
• Serve as liaison between internal IT support and Sentinel Support for escalated tickets.
• Monitor ticket queues, SLAs, and handoffs to ensure timely resolution.
• Review recurring issues with Sentinel Support to identify root causes and preventive fixes.
• Maintain communication and reporting on Sentinel Support cases.

Skills

Leadership

Communication

Problem-Solving

Organization

Customer Focus

Collaboration

Team Leadership

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

Jira Service Management

Freshservice

Intune

SCCM

JAMF

Confluence

SharePoint

Job description

We are seeking a hands‑on IT Support Manager to lead our end‑user support operations. This role owns the day‑to‑day performance of the service desk, field support technicians, hardware lifecycle management, and application support, ensuring employees across the organization have reliable, well‑supported technology. The IT Support Manager will coordinate closely with Sentinel Support and other partner teams to elevate and resolve complex issues, while driving process improvements, documentation, and team development within IT Support.

Key Responsibilities

Team Leadership & Operations

• Manage, coach, and develop the IT support team, including field support technicians and help desk staff.
• Set priorities, assign work, and monitor team performance against SLAs and KPIs.
• Conduct regular one‑on‑ones, performance reviews, and staffing/scheduling for support coverage.
• Own escalation paths, ensuring critical issues are triaged and resolved promptly.
• Serve as the primary liaison between internal IT support and Sentinel Support for escalated tickets and complex issue resolution.
• Monitor ticket queues, SLAs, and handoffs between internal teams and Sentinel Support to ensure timely resolution.
• Review recurring issues and incident trends with Sentinel Support to identify root causes and preventive fixes.
• Maintain clear communication and reporting on open, escalated, and resolved Sentinel Support cases.

Field Support

• Oversee delivery of on‑site and remote technical support for end users across all office locations.
• Ensure field technicians follow standardized troubleshooting, ticketing, and documentation procedures.
• Manage vendor and contractor relationships supporting field support activities where applicable.
• Track and report on field support metrics, including resolution time, ticket volume, and customer satisfaction.

Hardware Distribution & Lifecycle Management

• Manage end‑to‑end hardware lifecycle: procurement, imaging, deployment, tracking, refresh, and retirement/disposal.
• Maintain accurate hardware inventory and asset management records.
• Coordinate new‑hire equipment provisioning and offboarding equipment recovery.
• Develop and enforce standards for hardware configuration, security, and compliance.
• Manage relationships with hardware vendors and negotiate procurement terms as needed.

Application Support

• Oversee first‑ and second‑line support for core business applications, coordinating with application owners and vendors as needed.
• Maintain and improve knowledge base articles, runbooks, and self‑service resources for common application issues.
• Partner with IT and business teams on application rollouts, patches, and upgrades, ensuring support readiness.
• Track application‑related incidents and identify opportunities for training or process improvement to reduce recurring issues.

Process & Documentation

• Design, document, and continuously improve IT support processes, procedures, and standard operating procedures (SOPs).
• Develop and maintain a comprehensive knowledge base for the support team and end users.
• Establish and monitor KPIs/metrics for support performance, hardware turnaround, and customer satisfaction.
• Prepare regular reporting for IT leadership on support trends, risks, and improvement initiatives.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 4+ years of experience in IT support, service desk, or desktop support, including 1‑2+ years in a leadership or team lead capacity.
• Demonstrated experience managing hardware lifecycle and asset management processes.
• Experience supporting business applications and coordinating with vendors or internal application teams.
• Strong understanding of ITIL‑based service management practices (incident, request, and problem management).
• Excellent leadership, coaching, and people‑management skills.
• Strong communication skills, with the ability to work across technical and non‑technical audiences.

Preferred Qualifications

• Experience with ticketing/ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice).
• Experience with endpoint management and imaging tools (e.g., Intune, SCCM, JAMF).
• Familiarity with IT asset management (ITAM) tools and processes.
• Experience managing a distributed or multi‑site support team.

Technical Skills & Tools

ITSM / Ticketing

• ServiceNow, Jira Service Management, Freshservice, or equivalent
• Microsoft Intune, SCCM, JAMF, or equivalent

Asset Management

• ITAM tools, inventory tracking systems
• Microsoft 365, Teams, SharePoint

Documentation

• Confluence, SharePoint, knowledge base platforms

Core Competencies

• Leadership — Motivates and develops a high‑performing support team.
• Customer Focus — Prioritizes end‑user experience and timely issue resolution.
• Organization — Manages competing priorities across support, hardware, and application workstreams.
• Communication — Clearly conveys technical information to varied audiences and leadership.
• Problem‑Solving — Identifies root causes and drives sustainable fixes rather than one‑off patches.
• Collaboration — Builds strong working relationships with Sentinel Support, vendors, and internal stakeholders.