IT Support Services Manager

What We Offer:

Our excellent salary and benefits package includes medical, dental, vision, life insurance, short and long-term disability coverage, education reimbursement, 401(k), performance bonuses, and an employee stock program. Employee Resource Groups and Programs offered include the Young Professionals Group, Women at Wade Trim, Diversity, Equity and Inclusion, Professional Development, Leadership Development, Rotation Program, Mentor Program, Sustainability Program, and Wellness Program.

We are looking for an IT Support Services Manager to join our IT team in our Detroit, Michigan office. This role ensures adherence to IT Service Management (ITSM) best practices, drives continuous improvement, and fosters a culture of accountability and excellence. Candidates must have a Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). A flexible hybrid‑remote work schedule is available after 30 days of employment.

• Leadership & Team Management
• Lead, mentor, and develop Service Desk staff to achieve performance goals and maintain high morale.
• Manage resource allocation, scheduling, and workload balancing to ensure timely resolution of incidents and requests.
• Service Delivery & Process Management
• Oversee Incident, and Problem Management processes to meet SLAs and improve service quality.
• Implement and maintain ITIL-based processes for efficiency and compliance.
• Drive continuous improvement initiatives and change management activities.
• Technical Oversight
• Ensure proper use of enterprise tools and platforms for troubleshooting and support.
• Collaborate with engineering and infrastructure teams to resolve complex technical issues.
• Reporting & Analytics
• Monitor and analyze service desk metrics to identify trends and improve performance.
• Prepare regular reports for leadership on service levels, team productivity, and customer satisfaction.
• Stakeholder Engagement
• Act as the primary liaison between IT and business units for service-related matters.
• Communicate effectively with stakeholders to manage expectations and provide updates on critical incidents.
• Maintain a safe working environment.

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

• 10+ years in a leadership experience with at least 5 years of experience in IT support roles.
• Strong knowledge of ITIL principles and ITSM frameworks.
• Proven experience managing large teams in a fast‑paced environment.

Wade Trim is committed to maximizing the value of infrastructure investments. We’ve been solving complex engineering challenges for a century. We customize our work approach to fit each project using a collaborative, friendly style to deliver solutions our clients can stand behind.

Our supportive culture recognizes and strives to fulfill collective client, company, and individual needs. Mentoring and building skills of Wade Trim staff is a priority. Frequent interaction among staff is encouraged, company leadership is easily accessible, and opportunities are provided for staff to help shape the firm’s future through strategic planning. Work/life balance is supported through a flexible, hybrid work schedule that brings team members together in the office at least three days a week and connects them virtually when working from home.

To solve our clients’ toughest challenges, we’ve devoted ourselves to delivering innovative solutions. Our Office of Applied Technology (OAT) is dedicated to seeking new technologies or ways to apply existing technologies to enhance value to our clients and positively impact communities. All staff are encouraged to share ideas and suggestions for innovative technologies or processes to adopt. This open-minded approach enables us to advance technology, foster innovation, and stay ahead of our clients’ needs.

Wade Trim’s success is shared by the employees that make it happen. Since our beginning, our firm has been 100% employee owned. This cultivates an ownership mindset that benefits our work approach, collaborative culture, and ability to deliver…