IT Service Delivery Manager

BRG • Washington, DC

3d • $130,000 - $180,000 • Hybrid

About The Position

The IT Service Delivery Manager leads BRG’s global Tier 2 IT support organization, delivering high-quality support for endpoint devices, office technologies, and in-person user needs. This role serves as a key liaison between end-user support, infrastructure, cybersecurity, workplace technology, and business stakeholders. The position oversees a geographically distributed team across 50+ offices and multiple countries, ensuring a consistent and scalable service experience. It combines operational leadership with service delivery management, technical escalation oversight, process improvement, and technology enablement. Aligned with the firm’s digital-first support strategy, this role focuses on improving service quality, reducing recurring issues, and enhancing overall support effectiveness. It requires a customer-focused leader with strong technical expertise and a proactive approach to problem-solving to support productivity and drive a more efficient, scalable support organization.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related discipline, or equivalent experience.
• 8 -15+ years of progressive IT experience.
• 5+ years of experience leading IT support, service delivery, workplace technology, or end-user services organizations.
• Demonstrated experience managing geographically dispersed teams across multiple countries and time zones.
• Strong understanding of ITIL principles, incident management, request management, problem management, change management, and continual service improvement.
• Experience managing service delivery platforms such as ServiceNow.
• Strong knowledge of Microsoft 365, Windows, MacOS, endpoint management, collaboration platforms, and enterprise workplace technologies.
• Proven ability to build relationships with executive stakeholders and business leaders.
• Excellent communication, leadership, organizational, and customer service skills.
• Ability to travel up to 25%

Nice To Haves

• Previous leadership experience within a Global AM100 Law Firm, Global Professional Services Firm, Consulting Firm, Accounting Firm, or similar client-service-driven organization.
• Experience leading IT service delivery teams supporting attorneys, consultants, experts, investigators, analysts, or other highly billable professionals.
• Experience supporting legal technology, eDiscovery, litigation support, expert witness, consulting, financial advisory, or data analytics environments.
• ITIL Foundation, ITIL Managing Professional, or equivalent certification.
• ServiceNow administration, leadership, or implementation experience.
• Experience with AI-enabled support solutions, automation technologies, and digital workplace transformation initiatives.
• Proven success driving global customer service excellence programs and improving end-user satisfaction across complex multinational organizations.

Responsibilities

• Lead and develop a global IT Tier 2 Service Delivery organization supporting experts, consultants, and corporate users across multiple regions and time zones.
• Establish and maintain global service delivery standards, operating procedures, service metrics, and support models.
• Partner closely with Service Desk, Infrastructure, Cybersecurity, Enterprise Applications, Asset Management, and the IT Project Management Office (PMO) teams to provide seamless end-to-end support services.
• Ensure consistent service quality, responsiveness, and customer experience across all offices and regions.
• Serve as a trusted technology advisor to consulting practices, experts, and business leaders.
• Develop a deep understanding of how consulting teams leverage technology to support client engagements, expert testimony, data analytics, investigations, and project delivery.
• Partner with business stakeholders to identify opportunities to improve productivity, collaboration, and client service through technology.
• Support high-profile client engagements and executive stakeholders requiring white-glove service and rapid issue resolution.
• Ensure consistent, high-quality delivery of Tier 2 support services, meeting or exceeding established SLAs, response times, and resolution targets
• Drive rapid and effective resolution of complex incidents, minimizing business disruption and reducing repeat escalations
• Reduce repeat incidents and support demand by identifying patterns and partnering with Tier 0 and Tier 1 on automation and knowledge improvements
• Standardize desk-side support processes, procedures, and tools to ensure consistency across locations and technicians
• Maintain accurate and effective documentation, including runbooks, knowledge articles, and resolution procedures to support a knowledge-first model
• Optimize field support operations, including dispatch, on-site support, and hardware lifecycle activities (provisioning, refresh, break/fix)
• Drive continuous service improvement (CSI) initiatives using data and performance metrics to enhance efficiency and service quality
• Monitor and report on key operational metrics, including MTTR, escalation rates, repeat incidents, and technician productivity
• Strengthen end-user experience by ensuring professional, responsive, and solution-oriented on-site and remote support interactions
• Partner with engineering and infrastructure teams to align on standards, reduce technical debt, and improve supportability of platforms
• Continuously evaluate opportunities to shift-left or shift-down work (enabling Tier 1 or Tier 0) to improve scalability and cost efficiency
• Recruit, mentor, develop, and retain a high-performing global support organization.
• Foster a culture focused on customer service excellence, accountability, collaboration, and continuous improvement.
• Build succession plans and career development pathways for support personnel.
• Promote knowledge sharing and operational consistency across regions.
• Represent Service Delivery requirements during technology implementations and transformation initiatives.
• Collaborate with infrastructure and cybersecurity teams to ensure supportability, security, and operational readiness of new technologies.
• Participate in technology roadmap planning and strategic initiatives impacting the end-user computing environment.
• Support Microsoft 365, Teams, collaboration technologies, endpoint management, AI enablement initiatives, and workplace modernization efforts.

Benefits

• We are proud to be an Equal Opportunity Employer.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree