IT Service Delivery Supervisor

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, manage performance expectations, conduct regular one‑on‑ones and coaching sessions, oversee onboarding/offboarding and professional development, act as escalation point for major incidents. Service Delivery & Operational Excellence: Maintain high‑performing service support functions (tier 1, tier 2, VIP support), own Incident, Request, and Escalation processes ensuring SLAs/KPIs, drive operational excellence following ITIL processes, monitor dashboards, lead service review meetings, coordinate ITSM presence for events and IT Health Check programs. Technical Oversight & Continuous Improvement: Oversee deployment, maintenance, and security of hardware and software, manage patching, anti‑virus, backup processes, support zero‑touch device deployment with Microsoft Intune, develop knowledge articles, analyze and recommend system/process improvements, manage Entra ID (Active Directory) and user settings. Stakeholder Engagement & Communication: Act as an ambassador for IT, build relationships with other departments, provide excellent customer service to executive‑level clients and VIPs, arrange and support meeting room technology, 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 Office365). 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 ITIL4 Foundation, CompTIA A+, Security+, management training. Preferred Attributes Self‑starter with high energy, resilience, and 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. EEO Statement 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, 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. #J-18808-Ljbffr LE001 Berkeley Research Group, LLC