IT Service Delivery Manager (Hybrid Office Schedule)

AFL • Kent, WA

1d • Hybrid

About The Position

AFL is seeking an IT Service Delivery Manager for its Kent, Washington office. Under the direction of the Global IT Director of Infrastructure and Operational Technology, this role ensures effective technical operations so end users can accomplish business tasks. The manager resolves end-user support requests within established SLAs, oversees service desk delivery, and manages direct reports in accordance with company standards. Support may involve diagnostic and request-tracking tools as well as in-person, hands-on desktop assistance. After learning the environment, the position may follow a hybrid schedule, working both in the office and remotely. The role manages direct reports in Canada and requires approximately 30–40% travel. The position is highly visible within AFL’s fast-paced, complex IT organization.

Requirements

• College diploma or university degree in computer science, or 4–6 years of equivalent work experience.
• Knowledge of advanced computer hardware.
• Experience with desktop and server operating systems, including Microsoft and Linux.
• Extensive application support experience with Microsoft products.
• Working knowledge of remote administration and diagnostic utilities, including Microsoft SCCM and SCOM.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.
• Strong documentation skills.
• Ability to manage others.
• Ability to research a wide range of computing issues.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed, with keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Ability to travel approximately 30–40% of the time.

Responsibilities

• Oversee company technical support and manage a team.
• Triage IT support incidents received by phone, walk-up, email, or service portal; resolve them or transfer them to the appropriate group.
• Manage and improve service desk delivery.
• Evaluate documented resolutions and analyze trends to prevent future problems.
• Alert management to emerging incident trends.
• Assist with software releases and rollouts in accordance with change-management best practices.
• Build rapport with business end users and stakeholders.
• Escalate problems, when required, to the Global IT Director of Infrastructure and Operational Technology.
• Record, track, and document service desk requests and the problem-solving process through final resolution, including decisions and actions taken.
• Use diagnostic utilities and software updates, drivers, knowledge bases, and FAQ resources to troubleshoot problems.
• Perform hands-on desktop fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install antivirus software and ensure virus definitions are current.
• Perform preventative maintenance, including checking and cleaning servers, desktops, and peripherals.
• Test fixes and conduct post-resolution follow-up as required.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Purchase hardware and software as assigned.
• Maintain confidentiality and protect organizational values.
• Take ownership of requests and seek opportunities to add value.
• Adhere to and promote AFL environmental, health, and safety policies.
• Manage and develop third-party companies and partnerships.
• Perform other ancillary or related duties as required to meet organizational needs.

Benefits

• Hybrid in-office schedule for qualifying employees, with remote work possible after gaining knowledge of the environment.
• Flexible time-off policy.
• 401(k) with dollar-for-dollar company match up to 4%.
• Professional development, training, and tuition reimbursement programs.
• Medical, dental, vision, and life insurance options.
• Opportunities for career advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree