IT Service Delivery Lead — Hybrid & Global Ops

AFL; Washington; Hybrid; USD 106,000 - 177,000; Full time

Benefits offered by this job

Hybrid in-office schedule

401K company match

Professional development & tuition Re.

Job summary

AFL in Kent, WA seeks an IT Service Delivery Manager for a hybrid in-office role. You will lead a team, manage end-user support, and ensure service levels are met while collaborating with the Global IT Director of Infrastructure and Operational Technology.

The position requires ITIL experience, hands-on desktop/server support, and travel up to 30–40%. AFL offers a hybrid schedule, 401K match, tuition reimbursement, and comprehensive benefits.

Qualifications

• College diploma or university degree in computer science or related field.
• 4-6 years of equivalent IT experience, with hands-on desktop and server support.
• Experience in ITIL-driven environments and ITIL processes.

Responsibilities

• Oversee IT service delivery and manage a technical support team.
• Triage incidents, meet SLAs, and improve Service Desk delivery.
• Coordinate software releases and change management practices.
• Build rapport with end users and business stakeholders.
• Document resolution processes and maintain knowledge bases.
• Ensure security and regular maintenance of systems and applications.

Education

College diploma or university degree in computer science

4-6 years equivalent work experience

Tools

SCCM

SCOM

ITIL processes

Job description

AFL in Kent, WA seeks an IT Service Delivery Manager for a hybrid in-office role. You will lead a team, manage end-user support, and ensure service levels are met while collaborating with the Global IT Director of Infrastructure and Operational Technology.

The position requires ITIL experience, hands-on desktop/server support, and travel up to 30–40%. AFL offers a hybrid schedule, 401K match, tuition reimbursement, and comprehensive benefits.