IT Service Manager

Granger Construction Co • $90K — $110K *

Lansing, MI 48911In-Person

Information Technology

5 - 7 years of experience

3 weeks ago

Job Overview by Ladders

Qualifications

7+ years of progressive IT experience
3+ years of leadership experience in relevant IT areas
Experience leading customer-focused technology support teams
Strong ITSM principles understanding and ITIL best practices
Familiarity with service management platforms like Freshservice or ServiceNow
Experience developing SLAs, service metrics, and operational reports
Strong communication and relationship-building skills

Responsibilities

Lead day-to-day IT service delivery across the organization
Ensure resolution of incidents, requests, and escalations efficiently
Develop and improve IT Service Management processes and workflows
Lead and develop Service Desk team members
Champion a customer-first culture within the IT department
Monitor service metrics, KPIs, and performance trends
Manage technology-related budgets and vendor relationships
Drive continuous improvement initiatives that enhance employee experience

Benefits

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

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Full Job Description

Were 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.

What Youll Do

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.

What Youll Bring

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.

Bonus Points If You Have

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

Why Granger?

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

Ready to Elevate the Service Experience?

If youre passionate about delivering exceptional technology support and building high-performing teams, wed love to connect. Apply today.

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About Granger Construction Co

Granger Construction Company is a full-service construction firm providing general contracting, construction management, design-build, and integrated project delivery services. Granger Construction Company was founded in 1959 and is headquartered in Lansing, Michigan. Granger Construction Company has completed projects in a variety of markets, including healthcare, education, industrial, commercial, and government. Granger Construction Company is committed to providing high-quality construction services that meet the needs of our clients. Granger Construction Company has a team of experienced professionals who are dedicated to delivering projects on time and within budget.

Learn more about Granger Construction Co

Size

500 employees

Industry

Real Estate & Construction

Net Income

$5 million

5 Year Trend

+5%

Revenue

$100 million

* Ladders Estimates

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