IT Service Delivery Manager (Hybrid Office Schedule)

AFL manufactures industry-leading fiber optic cable, connectivity and accessories and provides engineering and installation services for some of the largest telecom customers in the world. Our company was founded in 1984 with a single fiber optic cable and today, we manufacture thousands of products, generate an excess of $4B in revenue, and employ approximately 12,000 associates worldwide. At AFL, we recognize that our employees are our greatest asset. We hire and train each individual, investing in them to ensure success in their careers. With a commitment to professional development and growth, let us connect you to your next career opportunity. 

What We Offer:

• A hybrid in office schedule for qualifying employees


• Flexible time off policy


• 401K Company match (up to 4% - dollar for dollar)


• Professional development, training, and tuition reimbursement programs


• Excellent medical, dental, vision, and life insurance policy options


• Opportunities for career advancement with an industry leading company! 

We are seeking an IT Service Delivery Manager in our Kent, WA office.  Under the direction of the Global IT Director of Infrastructure and Operational Technology, the IT Service Delivery Manager role is to ensure proper technical operations so that end users can accomplish business tasks. This includes actively resolving end user help requests within established SLAs, managing direct reports in line with AFL Company standards. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

After gaining knowledge of our environment, there is the opportunity for this position to work under our Hybrid schedule working both in the office and remotely.  The position will manage a team of direct reports in Canada and will need to travel approximately 30-40% of the time. 

Responsibilities:

• Oversee technical support across the company while managing a team. Triage IT support incidents, resolve and/or transfer to the appropriate group (Incidents may come in via Phone/Walkup/Email/Service Portal)


• Effectively manage and improve Service Desk Delivery.


• Evaluate documented resolutions and analyze trends for ways to prevent future problems


• Alert management to emerging trends in incidents


• Assist in software releases and roll-outs according to Change Management best practices


• Build rapport with business end users and business stakeholders


• Escalate problems (when required) to the Global IT Director of Infrastructure and Operational Technology


• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution


• Apply diagnostic utilities to aid in troubleshooting


• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution


• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications


• Install anti-virus software and ensure virus definitions are up-to-date


• Perform preventative maintenance, including checking and cleaning of servers, desktops, and peripherals.


• Test fixes to ensure problem has been adequately resolved


• Perform post-resolution follow up’s 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 organizations’ values by keeping information confidential


• Enhance organizational reputation by accepting ownership for accomplishing requests and exploring opportunities to add value to job accomplishment


• Adhere to and promote the environmental, health & safety policies of AFL


• Manage and develop third party companies/partnerships


• Employee may be asked to perform other ancillary or related duties as required, to meet the ongoing needs of the organization. 

Qualifications

• College diploma or university degree in the field of computer science and/or 4-6 years 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 a range 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 

Skills and Abilities

• Exceptional written and oral communication skills


• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills


• Strong documentation skills


• Managing others


• Ability to conduct research into a wide range of computing issues is required


• Ability to absorb and retain information quickly


• Ability to present ideas in user-friendly, business-friendly and technical language


• Highly self-motivated and directed


• Keen attention to detail


• Proven analytical and problem-solving abilities


• Ability to effectively prioritize and execute tasks in a high-pressure environment


• Exceptional customer service orientation


• Experience working in a team-oriented, collaborative environment

Working Conditions

• AFL is a fast paced and complex environment. Role is a highly visible role in the IT organization.


• Salary range for this role is $106,100 - $176,800 per year based on experience


• Some evening or weekend work may required when necessary


• Up to 30-40% travel is required