Manager, IT Support

Continental Services; Sterling Heights (MI); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health Coverage – Medical, Dental and Vision

401(k)

Paid Time Off

Voluntary Life/AD&D

Short-Term and Long-Term Disability

Wellness Programs

Paid Parental Leave

Additional Perks

Job summary

Continental Services is seeking a dedicated Manager for IT Support in Sterling Heights. This role oversees first-level support for technologies across corporate and customer sites, managing a team to provide reliable service. Responsibilities include managing ITSM practices, administering Jira, and overseeing Microsoft 365 services to promote organizational growth.

The ideal candidate will have 7+ years in IT, experience leading support teams, and hands-on knowledge of ITSM tools. This position offers comprehensive health coverage and a supportive work environment.

Qualifications

• 7+ years of IT experience with a focus on end-user support and service delivery.
• 3+ years of experience leading or supervising an IT support or service desk team.
• Strong understanding of ITSM tools and practices.

Responsibilities

• Manage first-level IT support across corporate and customer sites.
• Ensure incidents and service requests are logged and resolved per SLAs.
• Lead and develop the IT support team, setting performance goals.

Skills

End-user support

Service delivery

Team leadership

ITSM practices

Jira administration

Microsoft 365 administration

User-friendly communication

Escalation models

Education

ITIL certification or formal ITSM training

Tools

Jira

Microsoft 365

Job description

Manager, IT Support

Department: Information Technology 500003

Employment Type: Full Time

Location: Sterling Heights

Reporting To: Kyle Belz-Thomas

Description

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.

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.

Qualifications

• 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.
• 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.

Location and Logistics

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• The role will be on‑site with locations in Sterling Heights and Troy.
• Occasional travel is required for this role to visit customer sites and warehouses.

Benefits

• Health Coverage – Medical, Dental and Vision
• Voluntary Life/AD&D, Short‑Term and Long‑Term Disability, Critical Illness
• 401(k)
• Paid Time Off
• Paid Parental Leave
• Wellness Programs
• Additional Perks

To see a summary of current benefits, please visit https://www.continentalserves.com/work-at-continental/#benefits.