IT Service Manager

United States·Lansingfull-timemid

OtherIt Services Technician

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Quick Summary

Overview

Exceptional Technology Starts with Exceptional Service. At Granger Construction, technology is more than devices and systems. It's about helping people do their best work.

Technical Tools

OtherIt Services Technician

At Granger Construction, technology is more than devices and systems. It's about helping people do their best work.

We're looking for an IT Service Manager to lead our technology service experience and support employees across our offices and jobsites. This role combines leadership, customer service, operational excellence, vendor management, and technology expertise to ensure our teams receive exceptional support and reliable technology every day.

If you're passionate about service excellence, team development, and continuous improvement, this role could be a great fit.

Responsibilities

~1 min read

→Lead day-to-day IT service delivery across the organization.
→Ensure incidents, requests, and escalations are resolved efficiently and professionally.
→Develop, implement, and continuously improve IT Service Management (ITSM) processes, workflows, and service standards.
→Lead and develop Service Desk team members.
→Champion a customer-first culture within IT.
→Monitor service metrics, KPIs, dashboards, and performance trends.
→Oversee end-user computing and technology asset lifecycle management.
→Manage technology-related budgets, purchasing, and vendor relationships.
→Collaborate with business leaders to align technology services with organizational priorities.
→Drive continuous improvement initiatives that enhance the employee experience.

7+ years of progressive IT experience.
3+ years of leadership experience in Service Desk, IT Operations, Service Delivery, or IT Service Management.
Experience leading customer-focused technology support teams.
Strong understanding of IT Service Management (ITSM) principles and ITIL best practices.
Experience with service management platforms such as Freshservice, ServiceNow, Jira Service Management, or similar solutions.
Experience developing SLAs, service metrics, dashboards, and operational reporting.
Experience managing vendor relationships, technology procurement, and operational budgets.
Strong communication and relationship-building skills.
Proven ability to improve service delivery through process improvement and operational excellence.
Strong analytical, financial, and problem-solving skills.

Nice to Have

~1 min read

ITIL Foundation or higher certification
HDI Support Center Manager or Service Desk Manager certification
Microsoft certifications
PMP or related project management certification
Experience within construction, engineering, manufacturing, or project-based organizations

Opportunity to shape and elevate the employee technology experience
Strong influence on IT service strategy and delivery
Platinum-level healthcare coverage
Industry-leading 401(k) match
Paid Volunteer Time Off (VTO)
Career development and continuous learning opportunities supported by actionable feedback and meaningful growth conversations
A culture built on trust, collaboration, and continuous improvement

If you're passionate about delivering exceptional technology support and building high-performing teams, we'd love to connect. Apply today.