IT Support Services Manager
Wade Trim
full-time
Posted on:
Location Type: Hybrid
Location: Detroit • United States
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Tech Stack
About the role
- Ensure adherence to IT Service Management (ITSM) best practices
- Drive continuous improvement
- Foster a culture of accountability and excellence
- 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
- 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
- Ensure proper use of enterprise tools and platforms for troubleshooting and support
- Collaborate with engineering and infrastructure teams to resolve complex technical issues
- 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
- 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
Requirements
- 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
Benefits
- medical, dental, vision, life insurance
- short and long-term disability coverage
- education reimbursement
- 401(k)
- performance bonuses
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITILITSMIncident ManagementProblem Managementcontinuous improvementchange managementservice desk metricsresource allocationschedulingworkload balancing
Soft Skills
leadershipmentoringcommunicationcollaborationaccountabilityexcellenceperformance managementstakeholder managementteam developmentcustomer satisfaction