IT Service Manager

granger-construction; Lansing (MI); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) match

Volunteer Time Off

Career development

Continuous learning

Job summary

Granger Construction is seeking an IT Service Manager to lead our technology service experience and support employees across offices and jobsites. You will drive IT service delivery, resolve incidents promptly, and continuously improve ITSM processes to align with business priorities.

The role requires 7+ years in IT and 3+ years in leadership, with strong ITIL, vendor management, and budget skills. You will foster a customer-first culture and guide a skilled Service Desk team toward operational

Qualifications

• 7+ years of progressive IT experience.
• 3+ years of leadership in Service Desk, IT Operations, Service Delivery, or ITSM.
• Experience leading customer-focused technology support teams.
• Strong understanding of ITSM principles and ITIL best practices.
• Experience with ITSM platforms such as Freshservice, ServiceNow, Jira Service Management.
• Experience developing SLAs, service metrics, dashboards, and operational reporting.
• Experience managing vendor relationships, technology procurement, and budgets.
• Strong communication and relationship-building skills.
• Proven ability to improve service delivery through process improvement and operational excellence.

Responsibilities

• Lead day-to-day IT service delivery across the organization.
• Ensure incidents, requests, and escalations are resolved efficiently and professionally.
• Develop, implement, and continuously improve IT Service Management (ITSM) processes, workflows, and service standards.
• Lead and develop Service Desk team members.
• Champion a customer-first culture within IT.
• Monitor service metrics, KPIs, dashboards, and performance trends.
• Oversee end-user computing and technology asset lifecycle management.
• Manage technology-related budgets, purchasing, and vendor relationships.
• Collaborate with business leaders to align technology services with organizational priorities.
• Drive continuous improvement initiatives that enhance the employee experience.

Skills

IT leadership

ITIL/ITSM

Vendor management

ServiceNow

Freshservice

Jira Service Management

Tools

Freshservice

ServiceNow

Jira

ITSM

Job description

Exceptional Technology Starts with Exceptional Service.

At Granger Construction, technology is more than devices and systems. It's about helping people do their best work.

We're looking for an IT Service Manager to lead our technology service experience and support employees across our offices and jobsites. This role combines leadership, customer service, operational excellence, vendor management, and technology expertise to ensure our teams receive exceptional support and reliable technology every day.

If you're passionate about service excellence, team development, and continuous improvement, this role could be a great fit.

What You'll Do

• Lead day-to-day IT service delivery across the organization.
• Ensure incidents, requests, and escalations are resolved efficiently and professionally.
• Develop, implement, and continuously improve IT Service Management (ITSM) processes, workflows, and service standards.
• Lead and develop Service Desk team members.
• Champion a customer-first culture within IT.
• Monitor service metrics, KPIs, dashboards, and performance trends.
• Oversee end-user computing and technology asset lifecycle management.
• Manage technology-related budgets, purchasing, and vendor relationships.
• Collaborate with business leaders to align technology services with organizational priorities.
• Drive continuous improvement initiatives that enhance the employee experience.

What You'll Bring

• 7+ years of progressive IT experience.
• 3+ years of leadership experience in Service Desk, IT Operations, Service Delivery, or IT Service Management.
• Experience leading customer-focused technology support teams.
• Strong understanding of IT Service Management (ITSM) principles and ITIL best practices.
• Experience with service management platforms such as Freshservice, ServiceNow, Jira Service Management, or similar solutions.
• Experience developing SLAs, service metrics, dashboards, and operational reporting.
• Experience managing vendor relationships, technology procurement, and operational budgets.
• Strong communication and relationship-building skills.
• Proven ability to improve service delivery through process improvement and operational excellence.
• Strong analytical, financial, and problem-solving skills.

Bonus Points If You Have

• ITIL Foundation or higher certification
• HDI Support Center Manager or Service Desk Manager certification
• Microsoft certifications
• PMP or related project management certification
• Experience within construction, engineering, manufacturing, or project-based organizations

Why Granger?

• Opportunity to shape and elevate the employee technology experience
• Strong influence on IT service strategy and delivery
• Platinum-level healthcare coverage
• Industry-leading 401(k) match
• Paid Volunteer Time Off (VTO)
• Career development and continuous learning opportunities supported by actionable feedback and meaningful growth conversations
• A culture built on trust, collaboration, and continuous improvement