Manager, IT Support

Manager, IT Support

Backed by a tireless commitment to high quality, innovative culinary offerings and unparalleled client and guest services, Continental consistently ranks among the top contract dining and refreshment providers in the nation according to Food Management Magazine, the industry's source for food service news and trends. Our mission is to delight our guest. Every meal. Every day. Our core values are exceptional, hospitality, collaboration, responsibility, and innovation.

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 include owning and managing first-level IT support for all corporate and customer-site technologies, ensuring incidents and service requests are logged, triaged, and resolved or escalated per SLAs, acting as the single point of coordination between users and Tier 2/3 IT teams across infrastructure, applications, security, data, and vendors, implementing and maturing ITSM practices aligned with ITIL, tracking and reporting on key service metrics like ticket volume, SLA adherence, response times, and user satisfaction, leading, coaching, and developing the IT support team, setting performance goals and ensuring resource coverage, managing Jira as the system administrator and product owner, configuring workflows, automations, and access, while supporting scalable service management, acting as the Microsoft 365 administrator, managing users, groups, collaboration tools, licensing, and security policies, collaborating with infrastructure and security teams to optimize M365 architecture and governance, ensuring usability and security, and performing other related duties as assigned.

Qualifications include 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, and experience working in a growing or transformation-oriented IT organization.

Locations and logistics include 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, and occasional travel is required for this role to visit customer sites and warehouses.

We offer a range of benefits for eligible team members, including 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, and additional perks.