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Itsm Manager Jobs in Novi, MI (NOW HIRING)

RecruitTalent LLC.

ServiceNow Architect

Detroit, MI · Remote

$70 - $80/hr

... ITSM and ITAM processes, including analysis, design, development, testing, and deployment. * Responsible for overseeing the technical vision and implementation of the system, managing the technical ...

RecruitTalent LLC.

ServiceNow Developer

Detroit, MI · Remote

$55.25 - $76/hr

Customize and configure ServiceNow modules, including ITSM, ITAM (SAM, HAM), and CMDB. * Develop custom applications, workflows, and integrations using ServiceNow scripting languages such as ...

Cognizant Technology Solutions

BMC Helix Admin

Troy, MI · On-site

They are responsible for managing, configuring, and optimizing the BMC Helix ecosystem while ensuring seamless IT Service Management (ITSM) operations. * Core ResponsibilitiesAdvanced Troubleshooting:

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Itsm Manager information

What does an ITSM Manager do?

An ITSM (IT Service Management) Manager oversees the processes and teams that deliver IT services within an organization. They ensure that IT services are aligned with business needs, manage incident and problem resolution, and work to improve the quality and efficiency of IT operations. Responsibilities often include developing ITSM policies, monitoring service delivery performance, and leading service improvement initiatives. The ITSM Manager acts as a bridge between IT and other business units to support smooth operations and customer satisfaction.

What are the key skills and qualifications needed to thrive as an ITSM Manager?

To thrive as an ITSM Manager, you need expertise in IT service management frameworks (such as ITIL), experience with process improvement, and a strong understanding of IT operations, often supported by a relevant degree and ITIL certification. Familiarity with ITSM platforms like ServiceNow, BMC Remedy, or Jira Service Management is typically required. Strong leadership, communication, and problem-solving skills set exceptional ITSM Managers apart by enabling them to drive change and coordinate cross-functional teams. These skills are vital for ensuring efficient IT service delivery, continuous improvement, and alignment with organizational goals.

What are the primary challenges an ITSM Manager faces when implementing new IT service processes across a large organization?

An ITSM Manager often encounters challenges such as resistance to change from staff, ensuring effective communication between IT and other business units, and aligning new processes with existing technology and workflows. Managing stakeholder expectations and providing adequate training are crucial to gaining buy-in and ensuring smooth adoption. Additionally, balancing the need for standardization with the flexibility required by different departments can be complex, requiring strong leadership and problem-solving skills.

What is the difference between Itsm Manager vs Service Desk Manager?

AspectItsm ManagerService Desk Manager
Primary FocusOversees IT service management processes, ensuring efficient delivery and complianceManages daily service desk operations, customer support, and incident resolution
CertificationsITIL, COBIT, PMP often preferredITIL, HDI certifications common
Work EnvironmentStrategic, process-oriented, cross-departmentalOperational, customer-facing, team management
Industry UsageIT service providers, large enterprisesIT support centers, corporate IT departments

While both roles focus on IT service delivery, the Itsm Manager has a broader, process-driven role overseeing overall IT service management strategies. The Service Desk Manager concentrates on daily support operations and customer interactions. Understanding these differences helps in choosing the right career path or job focus.

What are popular job titles related to Itsm Manager jobs in Novi, MI?

For Itsm Manager jobs in Novi, MI, the most frequently searched job titles are:

What job categories do people searching Itsm Manager jobs in Novi, MI look for?

The top searched job categories for Itsm Manager jobs in Novi, MI are:

What cities near Novi, MI are hiring for Itsm Manager jobs?

Cities near Novi, MI with the most Itsm Manager job openings:

Itsm Manager jobs near you
Infographic showing various Itsm Manager job openings in Novi, MI as of June 2026, with employment types broken down into 56% Full Time, and 44% Part Time. Highlights an 60% In-person, and 40% Hybrid job distribution.

Manager, IT Support

Continental Services

Sterling Heights, MI

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 14 days ago

Job 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.
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.
  • 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
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.

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