IT Service Delivery Manager

Location: Kent, Washington, USA; hybrid office and remote schedule after onboarding, with approximately 30–40% travel and occasional evening or weekend work.

Salary: $106,100–$176,800 per year, based on experience.

Company

hirify.global manufactures fiber optic cable, connectivity products, and accessories and provides engineering and installation services for major telecommunications customers worldwide.

What you will do

• Oversee company-wide technical support, triage incidents, resolve or route requests, and manage service desk delivery.
• Lead and develop direct reports, including a team based in Canada, while building positive relationships with end users and business stakeholders.
• Document service requests and resolutions, analyze incident trends, identify preventive actions, and escalate issues when required.
• Support software releases and rollouts, change management practices, purchasing of hardware and software, and third-party partnerships.
• Provide hands-on desktop support, including software and hardware installation, system and application configuration, backups, antivirus maintenance, preventative maintenance, and testing of fixes.
• Develop user help sheets and FAQs, manage SLA expectations, protect confidential information, and follow hirify.global environmental, health, and safety policies.

Requirements

• College diploma or university degree in computer science, and/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 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, oral, interpersonal, documentation, and customer service skills, including rapport-building, listening, questioning, and presenting ideas in user-friendly, business-friendly, and technical language.
• Experience managing others and working in a team-oriented, collaborative environment.
• Research, information retention, analytical, problem-solving, prioritization, and task execution abilities in a high-pressure environment; strong self-motivation, direction, and attention to detail.

Culture & Benefits

• Hybrid in-office schedule for qualifying employees after gaining knowledge of the environment.
• Flexible time off policy.
• 401(k) company match of up to 4% dollar for dollar.
• Professional development, training, and tuition reimbursement programs.
• Medical, dental, vision, and life insurance options.
• Career advancement opportunities in a fast-paced and complex IT environment.