IT Service Delivery Manager

Berkeley Research Group • Washington DC, DC

1d

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

• 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.

What This Job Offers

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