IT Service Delivery & Support Manager

WHO WE ARE

We’re Talking Rain Beverage Company, we create better-for-you beverages featuring great flavors and colors from natural sources. We live life in full flavor and believe the world should too. We create connections with every sip of our iconic Sparkling Ice, Sparkling Ice Caffeine, Sparkling Ice Energy, Popwell and MIXT.

When it comes to success, we know we’re only as strong as our team. That's why we're an equal-opportunity employer. We value diversity and practice inclusivity, hiring great people who enhance our company.

Our Rain Makers are our most important asset. That’s why we invest in them with ⁠benefits and development opportunities that reflect just how much we value them. 

WHAT YOU'LL DO

Our Technology team empowers Rain Makers to advance Talking Rain’s connections through constant technology modernization, education, and security.

As IT Operations Manager on Talking Rain’s Technology Team, you’ll have the opportunity to shape how our Rain Makers experience technology every day. You’ll lead a talented support team and partner with key vendors to ensure systems run smoothly, incidents are resolved quickly, and service levels stay high. You’ll also get to influence how we work - driving improvements, streamlining onboarding, and creating solutions that keep our teams connected and productive.

Reports to: Senior Manager, Engineering & Operations

Direct Reports: IT Support Analysts

Location: Onsite at our Preston, WA office 4+ days a week

*While we strive to offer flexibility, this role also requires it. There may be times when you're expected to come onsite outside your typical in-office days to support special projects, team events, or other business needs.

Annual Bonus Potential: 13% - Eligibility is based on the company hitting annual financial targets.

Base Salary: $115,000 - $152,000 (depending on experience)

Note: New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

• Lead and develop the Service Desk team through hiring, coaching, performance management, and agile practices that build a culture of trust, accountability, and high performance.

• Provide senior-level escalation support, ensuring complex issues are resolved quickly and effectively when required.

• Lead IT strategy and service improvement initiatives by developing roadmaps for service improvements aligned with organizational objectives, while collaborating with cross-functional teams and leadership to ensure business goals are met.

• Manage and mature the incident response program, overseeing detailed problem identification, root cause analysis (RCA), remediation, and communication plans from detection through resolution.

• Oversee IT Service Management (ITSM) processes and tools, including ticketing systems, SLAs, and knowledge base documentation.

• Ensure prompt and professional resolution of customer requests in alignment with company and technology standards, while leveraging feedback mechanisms to continuously measure and enhance end-user satisfaction.

• Manage financial planning and resources, including budgeting, allocation, cost forecasting, and procurement of tools and services.

• Build and maintain vendor and partner relationships, establishing and monitoring SLAs while managing negotiations, performance reviews, and contract renewals beyond standard agreements.

• Coordinate service reviews and infrastructure changes with product owners, business contacts, and engineers to ensure controlled planning and minimize unplanned production impacts.

• Analyze and report on support metrics—such as ticket volume, response times, resolution rates, and customer feedback—to identify and implement improvements in processes, tools, and automation, while staying current on emerging technologies to enhance efficiency, security, and competitiveness.

• Oversee and automate device and account lifecycle management, including provisioning, configuration, onboarding/offboarding, and user account changes for systems such as Office 365 and remote access, while ensuring accurate, up-to-date inventory of all equipment and software.

• Complete other responsibilities as assigned.

We create connections with every sip. And we’ve found a lot of value in