Manager, IT Support
Description
A Taste of Who We Are: 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 Delight our guest. Every meal. Every day. Our Core Values Exceptional – We recruit and retain phenomenal people who consistently go the extra mile to deliver results that lead the industry. Hospitality – We are tirelessly committed to providing the highest quality food, beverages, and service by anticipating our guests' needs so they can count on memorable experiences every time. Collaboration – We prioritize working together with a shared vision and effective & transparent communication, we unite as one team to achieve remarkable experiences. Responsibility – we hold ourselves accountable to be there for our team and clients, to deliver what we say we will, when we say we will and check in on progress along the way. Innovation – We are forward-thinkers always looking for new processes, technologies, and techniques to increase efficiencies and scalability to improve our services.
Responsibilities
- Oversight of 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
- Applying IT Service Management practices, using metrics and SLAs to ensure continuous improvement
- Managing configurations and governance for Jira and Microsoft 365, supporting organizational growth
- 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, covering incident, request, problem, and change management, as well as knowledge sharing and self-service
- Tracking and reporting on key service metrics like ticket volume, SLA adherence, response times, and user satisfaction, using data to identify recurring issues and opportunities for improvement
- 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
- Performing other related duties as assigned
Ingredients For Thriving
- 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(s) & 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
Savor The 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