IT Service Delivery Manager (Hybrid Office Schedule)

AFL Telecommunications • Kent, WA

13d • $106,100 - $176,800 • 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 technical operations support end users in accomplishing business tasks. The manager resolves end-user help requests within established SLAs, oversees and develops direct reports, and may provide in-person, hands-on desktop support. After becoming familiar with AFL’s environment, the role may follow a hybrid schedule, working both in the office and remotely. The position manages a team of direct reports in Canada and requires approximately 30–40% travel.

The role oversees technical support and service desk delivery across the company, including incident triage, resolution or transfer, trend analysis, change and software rollout support, end-user communication, and escalation. It also performs and documents technical troubleshooting and desktop-level fixes, supports hardware and software procurement, and manages third-party companies and partnerships. AFL describes the environment as fast-paced and complex, and the role as highly visible within the 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 suite of 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%; some evening or weekend work may be required when necessary.

Responsibilities

• Oversee company-wide technical support while managing a team; triage support incidents received by phone, walk-up, email, or service portal, and resolve or transfer them to the appropriate group.
• Manage and improve service desk delivery.
• Evaluate documented resolutions and analyze trends to identify ways to prevent future problems; alert management to emerging incident trends.
• Assist with software releases and rollouts according to 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 problem-solving processes, decisions, and actions through final resolution.
• Use diagnostic utilities and Internet or intranet resources, including software updates, drivers, knowledge bases, and FAQs, to resolve 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 up to date.
• Perform preventative maintenance, including checking and cleaning servers, desktops, and peripherals.
• Test fixes to confirm problems have been adequately resolved and perform 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.
• Help build and maintain positive relations within the team.
• Protect organizational values by keeping information confidential.
• Take ownership of requests and explore opportunities to add value to job accomplishment.
• 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 the opportunity to work both in the office and remotely after gaining knowledge of the environment.
• Flexible time off policy.
• 401(k) company match up to 4%, dollar for dollar.
• Professional development, training, and tuition reimbursement programs.
• Medical, dental, vision, and life insurance policy options.
• Opportunities for career advancement.

What This Job Offers

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