Johnstone Supply - The Ware Group · 22 hours ago
IT Service Delivery Manager
JST DALLAS OFFICE, Dallas, TX, US
Full-time
Onsite
Mid, Senior Level
3+ years expJohnstone Supply, North America's leading wholesale distributor of HVACR equipment, is seeking an IT Service Delivery Manager to lead their IT Support Desk Team. The role involves managing technical support across the enterprise, ensuring effective resolution of end-user issues, and overseeing the development and training of support team members.
Wholesale
Responsibilities
Manage the processing of incoming calls to the team via telephone, Self Service, and e-mail to ensure courteous, timely and effective resolution of end user issues
Develop and enforce request handling and escalation policies and procedures
Track and analyze trends in Support Desk requests and generate dashboards/reports and recommend solutions to mitigate or eliminate reoccurring issues
Oversee development and communication of help sheets, usage guides and FAQs (Knowledge) for end users
Oversee the development, implementation and administration of support team member training procedures and policies
Train, coach, and mentor Support Team
Be the second level support, resolving issues and inquiries that the Support Desk is not able to resolve
Respond to customer inquiries with attentiveness, providing thoughtful answers to complex situations
Create support tickets with third party vendors for issues when necessary
Work with external vendors for hardware and software support
Expand and maintain IT knowledgebase repository keeping technical documentation and procedures up to date and team cross trained
Communicate unresolved system issues to Third Level Support and follow through to resolution
Role model Change Management policies and procedures and ensure team’s adherence
Participate in off-hours support and Major Incident Management (MIM) Process
Qualification
Required
Bachelor's Degree (B.S.) from a four-year college or university and at least 3 years of related experience and/or training; or high school diploma and at least 5 years of related experience; or equivalent combination of education and experience
At least 2 years of experience supporting Windows in an Active Directory environment; and at least 2 years of experience managing teams
Experience supporting M365
Experience supporting end user hardware
ITIL training (certification is a plus)
Experience being the Subject Matter Expert (SME) and functional Owner
Manage/Own physical security system (Cameras, Door Access, etc.)
Experience supporting a remote/distributed workforce
Knowledge of ITSM
Superior customer service, teaming, and troubleshooting skills
Self-starter, act on own initiative and work in a dynamic, fast-paced environment
Ability to apply Human Resources management principles, including: hiring, training, coaching, and evaluating employees
Benefits
Customizable plans for medical, dental, vision coverage
Options for alternative care
Company-paid life insurance and short-term disability
A health savings account (HSA) with company contribution
Flexible spending accounts (FSA) (including dependent care)
Wellness program
401(k) plan with company match
Voluntary life and supplemental insurance options
Pet medical & Rx and identity theft protection plans
Paid time off (PTO) in accordance with its PTO policy
Company
Johnstone Supply - The Ware Group
Johnstone Supply - JAXS Region's mission to be the leading regional wholesaler by providing excellent marketing and distribution services to the licensed HVAC/R contractor and supplier that is committed to the HVAC/R supply chain.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase