IT Service Delivery Manager
Company: Johnstone Supply LLC
Location: Portland
Posted on: February 19, 2026
|
|
|
Job Description:
Job Description Job Description 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. Position 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. Position requirements: 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. Johnstone Supply is strongly
interested in hiring a great candidate that exhibits work behaviors
& values that are conducive to building and maintaining a strong
and effective company culture. 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
responding quickly. One Team: We win together by collaborating with
each other, focusing on the common goal, and leveraging the
strengths of the team. Own It: Take the initiative, act with a
sense of urgency and pride, do things right the first time, and
always act with integrity. Innovate: Embrace and create change that
drives continuous improvement and customer-valued solutions. At
Johnstone Supply, we recognize that our employees’ growth,
well-being, and success drives the company’s success. We offer a
competitive wage, in addition to health and wellness benefits
including customizable plans for medical, dental, vision coverage,
and options for alternative care. We provide the resources you need
to take charge of your well-being. Health and welfare benefits
include medical, dental, and vision coverage; 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; and a 401(k) plan
with company match. Voluntary life and supplemental insurance
options, including pet medical & Rx and identity theft protection
plans, are also available. The Company also offers paid time off
(PTO) in accordance with its PTO policy. Eligibility requirements
apply to each plan. Visit our website
https://www.johnstonesupply.com/our -history for more information
about our growing company. EOE & E-Verify Participating
Employer.
Keywords: Johnstone Supply LLC, Corvallis , IT Service Delivery Manager, IT / Software / Systems , Portland, Oregon
