IT Service Delivery & Support Manager

Talking Rain Beverage•Preston, WA

28d•$115,000 - $152,000•Onsite

About The Position

As IT Operations Manager on Talking Rain's Technology Team, you'll have the opportunity to shape how our Rain Makers experience technology every day. You'll lead a talented support team and partner with key vendors to ensure systems run smoothly, incidents are resolved quickly, and service levels stay high. You'll also get to influence how we work - driving improvements, streamlining onboarding, and creating solutions that keep our teams connected and productive.

Requirements

5-8 years of IT service management and operations experience, including proven tenure as a Senior IT Support Engineer in a mid-to-large enterprise.
Bachelor's degree in IT Management, Business, Computer Science, Engineering, or equivalent professional experience.
Strong background in IT services, with a focus on ITIL service design and operations.
Experience with agile methodologies.
Experience managing external vendor relationships, services, and partnerships.
Advanced knowledge of desktop support in mid-to-large enterprises.
Proficiency in Microsoft Office suite (e.g., Outlook, Excel, PowerPoint), with strong skills in creating professional, on-brand presentations.
Proficiency in IT Service Management (ITSM) tools like ServiceNow, Jira, or similar for ticketing, workflows, and reporting.
Well-versed in cloud platforms (e.g., AWS, Azure, Google Cloud) and virtualization technologies.
Ability to analyze metrics using tools like Excel advanced features, Power BI, or SQL for performance reporting and process improvements.
Proven track record in leading IT projects, including budgeting, timelines, and stakeholder coordination.
Ability to adapt to evolving technologies and a commitment to ongoing professional development.
Exceptional analytical and documentation abilities.
Ability to accommodate a flexible schedule, occasionally working evenings and weekends for special assignments.

Nice To Haves

ITIL Service Manager certification preferred.
Certifications such as A+, MCP, Six Sigma Green Belt, or TQM considered a plus.

Responsibilities

Lead and develop the Service Desk team through hiring, coaching, performance management, and agile practices that build a culture of trust, accountability, and high performance.
Provide senior-level escalation support, ensuring complex issues are resolved quickly and effectively when required.
Lead IT strategy and service improvement initiatives by developing roadmaps for service improvements aligned with organizational objectives, while collaborating with cross-functional teams and leadership to ensure business goals are met.
Manage and mature the incident response program, overseeing detailed problem identification, root cause analysis (RCA), remediation, and communication plans from detection through resolution.
Oversee IT Service Management (ITSM) processes and tools, including ticketing systems, SLAs, and knowledge base documentation.
Ensure prompt and professional resolution of customer requests in alignment with company and technology standards, while leveraging feedback mechanisms to continuously measure and enhance end-user satisfaction.
Manage financial planning and resources, including budgeting, allocation, cost forecasting, and procurement of tools and services.
Build and maintain vendor and partner relationships, establishing and monitoring SLAs while managing negotiations, performance reviews, and contract renewals beyond standard agreements.
Coordinate service reviews and infrastructure changes with product owners, business contacts, and engineers to ensure controlled planning and minimize unplanned production impacts.
Analyze and report on support metrics-such as ticket volume, response times, resolution rates, and customer feedback-to identify and implement improvements in processes, tools, and automation, while staying current on emerging technologies to enhance efficiency, security, and competitiveness.
Oversee and automate device and account lifecycle management, including provisioning, configuration, onboarding/offboarding, and user account changes for systems such as Office 365 and remote access, while ensuring accurate, up-to-date inventory of all equipment and software.
Complete other responsibilities as assigned.

Benefits

Three Weeks of Vacation. And that's just to start! Spend some time with us, and you'll accrue an additional week every few years, depending on your exempt status!
FMLA qualifying Rain Makers receive six weeks of paid parental leave. Parents get to spend time at home bonding with their new addition (whether it arrives by birth, fostering, or adoption). For birth mothers, additional time is provided for medical leave. Depending on the state in which you reside, additional time may also be available for parents who do not require medical leave.
Flexibility Stipend. For eligible Rain Makers, spend this extra monthly stipend as you wish, but know it's intended to contribute to things like your phone, internet or other business uses while working remotely or needs outside of normal working hours.
Relocation: Relocation Available (when available)
Onsite and Hybrid Employees: Get paid to carpool! Drive to work with another Rain Maker every week at least 2X a week and receive $0.25 per mile.
401k with Immediate Vesting. With matched contributions and investment customization, we'll help build a plan to reach your goals.
Fitness Reimbursements. We're all about going the extra mile, so we provide reimbursements for community events and competitions like fun runs, triathlons, and cycling tours.
Employees may also enjoy access to our on-site gym in Preston complete with a personal trainer 2 days per week.
Medical/Dental/Vision. Not only do we offer it, but our plans are excellent and flexible to your needs. And one is even free for our Rain Makers!
Vehicle Program -
Field Sales Specialist - Mileage is reimbursed at the IRS rate
Field Sales Managers and Market Managers - Company car or vehicle stipend included!
Regional Sales Managers and Sales Directors - We use the leader in vehicle reimbursement solutions, Motus. This program provides a monthly fixed and variable rate that adheres to IRS guidelines for the business use of personal vehicles.