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Position Overview
The IT Service Delivery Supervisor is a critical leadership role within the IT organization, responsible for overseeing the delivery of high-quality IT services and support to end users across multiple locations. This position manages service support and delivery processes, leads a team of IT professionals, and acts as a key liaison between IT and business stakeholders. The role requires strong leadership, advanced technical skills, and a passion for service improvement, with a focus on operational excellence, customer satisfaction, and continuous process enhancement. This is a hybrid position based out of our Washington, DC office.
Key Responsibilities
Service Leadership & Team Management
- Lead, coach, and mentor IT Service Delivery teams, specifically IT Specialists in the AMERS region.
- Assist in setting & supporting the direction and culture of the Service Delivery team. manage performance expectations and conduct regular one-on-ones and coaching sessions.
- Oversee onboarding/offboarding, training, and professional development for IT staff.
- Act as the escalation point for major incidents and sensitive issues, ensuring effective resolution and communication.
- Foster a collaborative environment, working with multinational teams across time zones.
Service Delivery & Operational Excellence
- Maintain high-performing service support functions (tier 1, tier 2, VIP support) across offices.
- Own and manage Incident, Request, and Escalation processes, ensuring SLAs and KPIs are met across the Service Delivery team.
- Drive operational excellence in incident, problem, and request management, following ITIL-based processes.
- Monitor dashboards and service tickets to ensure timely and quality resolution.
- Lead service review meetings, focusing on performance, service improvements, and quality assurance.
- Champion service and support in projects, minimizing service impact and ensuring alignment with business needs.
- Coordinate ITSM presence for on-site events and manage IT Health Check programs.
- Assist in establishing standards (and adherence) on how Tier 2 Service Delivery operates regardless of location
- Ensure a Tier 2 Office IT readiness program exists, effective, is adhered to and is reviewed as part of continuous improvement. Goal being an excellent end-user experience across our offices.
Technical Oversight & Continuous Improvement
- Oversee the deployment, maintenance, and security of hardware and software (Windows, Mac, mobile, virtual environments).
- Ensure patching, anti-virus, and backup processes are conducted promptly and effectively.
- Ability to oversee and support zero-touch device deployment strategies using Microsoft Intune, ensuring standardized, secure, and scalable laptop provisioning across the organization.
- Develop and maintain knowledge articles, drive knowledge sharing, and support quality assurance initiatives.
- Analyze and recommend system and process improvements, leveraging ITIL, Six Sigma, or LEAN methodologies.
- Work with internal and third-party teams to protect and improve IT services.
- Manage Entra ID (Active Directory) and user settings as needed.
Stakeholder Engagement & Communication
- Act as an ambassador for IT, building relationships with other departments and ensuring effective communication on IT matters.
- Provide excellent customer service, especially to executive-level clients and VIPs.
- Arrange and support meeting room technology, ensuring high availability and user training.
- Coordinate project actions with IT leadership, vendors, and clients.
Job Requirements
- 5-10 years of IT experience, with progressive responsibility in service delivery, support, and management roles.
- Strong knowledge of ITIL processes and experience with process improvement methodologies (ITIL CSI, Six Sigma, LEAN).
- Proven leadership and people management skills, including experience leading virtual or multinational teams.
- Advanced technical expertise in Windows, Mac, networking, security, and enterprise software (e.g., Microsoft Office 365).
- Excellent organizational, problem-solving, and multitasking abilities.
- Outstanding written and verbal communication skills; positive, professional attitude.
- Ability to work under pressure, manage competing priorities, and meet deadlines.
- Willingness to travel (up to 25%) and support flexible work hours as needed.
- Preferred certifications: ITILv3 or ITIL 4 Foundation, CompTIA A+, Security+, management training.
Preferred Attributes
- Self-starter with high energy, resilience, and a proactive approach.
- Passion for service improvement and customer satisfaction.
- Experience with ServiceNow or similar ITSM platforms.
- Ability to manage sensitive/confidential information with discretion.
Reporting Structure
- Reports to: Global Service Delivery Manager within IT Infrastructure & Operations
- Direct Reports: IT Specialist
Salary Range: $120,000-$160,000
Candidate must be able to submit verification of his/her legal right to work in the U.S., without company sponsorship.
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About BRG
BRG combines world-leading academic credentials with world-tested business expertise and purpose-built emerging technologies. Our culture centers on agility and connectivity which sets us apart and gets you ahead.
At BRG, our professionals include specialist consultants, industry experts, renowned academics, and leading-edge data scientists. Together, they bring a diversity of real-world experience, data, and human and artificial intelligence, to economics, disputes, and investigations; corporate finance; and performance improvement services that address the most complex challenges facing organizations across the globe.
Our unique structure nurtures the interdisciplinary relationships that give us the edge, laying the groundwork for more informed insights and more original, incisive thinking. When paired with our global reach and resources, our diverse perspectives and technical capabilities make us uniquely capable to address our clients’ challenges. We get results because we know how to apply our thinking to your world.
At BRG, we don’t just show you what’s possible. We’re built to help you make it happen.
BRG is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.
