IT Service Delivery Manager

Johnstone Supply, North Americas leading wholesale distributor of HVACR equipment, parts, and supplies has a great opportunity for an IT Service Delivery Manager to join our team. Over the last seven decades Johnstone has grown into the industry leader with over 450 distributor branches and 6 distribution centers throughout North America resulting in over $4 billion in annual sales. We work with some of the largest companies in the world, including Daikin/Goodman, Honeywell, Emerson, Johnson Controls, Google, and Fujitsu, to provide contractors with world class products, technical expertise and quality service.

As a member of the IT Team, the IT Service Delivery Manager leads the IT Support Desk Team in providing technical support across the enterprise and performs 2nd level support when the Support Team is unable to resolve. 3rd level support is provided by our team of Application, Infrastructure, or Security Engineers.

As an established performer in the industry for over 70 years, Johnstone has a demonstrated history of creating career opportunities. The individual selected for this role will have the chance to work within an organization at the front‑end of an IT transformation, with a fully staffed team, a low user‑to‑technician ratio, and where their work will have a significant and positive effect on the entire enterprise.

• 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.

• 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.

These Behaviors Include:

• Safety:
  Always prioritizes safety, both at work and at home, while ensuring those who work for you work safely.
• Customer Focused:
  Take the perspective of those we serve, anticipate their needs, and respond quickly.
• One Team:
  We win…