IT Service Delivery Manager; Hybrid Office

Position: 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 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 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…