1st Level Support, Accidental Death and Dismemberment (AD&D), Applications Security, Atlassian JIRA, Automation, Business Solutions, Change Management, Cloud Computing, Coaching, Communication Skills, Configuration Management, Continuous Improvement, Customer Relations, Customer Satisfaction, Customer Service Management, Customer Support/Service, Establish Priorities, Food Services, Food and Beverage Industry, Health Plan, Help Desk, Hospitality and Tourism, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Identity Data Management, Information Technology & Information Systems, Leadership, Licensing, Logistics, Maintenance Services, Management of Information Systems/Technology (MIS), Metrics, Microsoft Product Family, News Agency, Performance Goal Setting, Peripheral Hardware, Printers, Service Delivery, Service Level Agreement (SLA), Software as a Service (SaaS), Systems Administration/Management, Team Lead/Manager, Technical Support, Usability Engineering, Warehousing, Willing to Travel
Manager of IT Support
Department: Information Technology 500003
Employment Type: Full Time
Location: Sterling Heights
Reporting To: Kyle Belz-Thomas
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 industrys 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.
The Experience Youll Create:
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.
- 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.
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 hybrid with locations in Sterling Heights and Troy.
- Occasional Travel is required for this role to visit customer sites and warehouses
Savor the Benefits:
We offer a range of benefits for eligibles 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
- Additional Perks
To see a summary of current benefits, please visit https://www.continentalserves.com/work-at-continental/#benefits.