IT Service Delivery Supervisor

BRG•Washington, DC

4d•$120,000 - $160,000•Hybrid

About The Position

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.

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.
Candidate must be able to submit verification of his/her legal right to work in the U.S., without company sponsorship.

Nice To Haves

Preferred certifications: ITILv3 or ITIL 4 Foundation, CompTIA A+, Security+, management training.
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.

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.
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.
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.
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.