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 programsExcellent medical, dental, vision, and life insurance policy optionsOpportunities for career advancement with an industry leading company!We are seeking an ITService 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 problemsAlert management to emerging trends in incidentsAssist in software releases and roll-outs according to Change Management best practicesBuild rapport with business end users and business stakeholdersEscalate problems (when required) to the Global IT Director of Infrastructure and Operational TechnologyRecord, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolutionApply diagnostic utilities to aid in troubleshootingAccess software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolutionPerform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applicationsInstall anti-virus software and ensure virus definitions are up-to-datePerform preventative maintenance, including checking and cleaning of servers, desktops, and peripherals.Test fixes to ensure problem has been adequately resolvedPerform post-resolution follow up’s as requiredDevelop help sheets and FAQ lists for end usersReinforce SLAs to manage end-user expectationsPurchase hardware and software as assignedHelp build and maintain positive relations within the teamProtect organizations’ values by keeping information confidentialEnhance organizational reputation by accepting ownership for accomplishing requests and exploring opportunities to add value to job accomplishmentAdhere to and promote the environmental, health & safety policies of AFLManage and develop third party companies/partnershipsEmployee may be asked to perform other ancillary or related duties as required, to meet the ongoing needs of the organization.QualificationsCollege diploma or university degree in the field of computer science and/or 4-6 years equivalent work experienceKnowledge of advanced computer hardwareExperience with desktop and server operating systems, including Microsoft and LinuxExtensive application support experience with Microsoft suite of productsWorking knowledge of a range of remote administration and diagnostic utilities, including Microsoft SCCM and SCOMExperience working in an ITIL-driven environment and working knowledge of ITIL principles and processesSkills and AbilitiesExceptional written and oral communication skillsExceptional interpersonal skills, with a focus on rapport-building, listening and questioning skillsStrong documentation skillsManaging othersAbility to conduct research into a wide range of computing issues is requiredAbility to absorb and retain information quicklyAbility to present ideas in user-friendly, business-friendly and technical languageHighly self-motivated and directedKeen attention to detailProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environmentExceptional customer service orientationExperience working in a team-oriented, collaborative environmentWorking ConditionsAFL 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 experienceSome evening or weekend work may required when necessaryUp to 30-40% travel is requiredJob SummaryRequisition Number: ITSER009466Job Category: IT - Infrastructure \& Sys AdminSchedule: Full-Time