IT Service Delivery Supervisor (ITSM)

TL;DR

IT Service Delivery Supervisor (ITSM): Overseeing the delivery of high-quality IT services and support to end users across multiple locations with an accent on operational excellence, team leadership, and process enhancement. Focus on managing incident/request lifecycles, optimizing zero-touch device deployment via Microsoft Intune, and ensuring SLA compliance.

Location: Hybrid (Washington, DC). Candidate must have legal right to work in the U.S. without company sponsorship.

Salary: $120,000–$160,000

Company

A global consulting firm combining world-leading academic credentials with business expertise and emerging technologies to solve complex organizational challenges.

What you will do

• Lead, coach, and mentor IT Service Delivery teams, specifically IT Specialists in the AMERS region.
• Manage Incident, Request, and Escalation processes to ensure SLAs and KPIs are consistently met.
• Oversee the deployment, maintenance, and security of hardware and software using Microsoft Intune and Entra ID.
• Drive continuous service improvement using ITIL, Six Sigma, or LEAN methodologies.
• Act as the primary escalation point for major incidents and provide high-touch support for VIPs and executives.
• Collaborate with multinational teams and business stakeholders to align IT services with organizational needs.

Requirements

• 5-10 years of IT experience with progressive responsibility in service delivery and management.
• Strong knowledge of ITIL processes and experience with process improvement methodologies.
• Proven leadership skills, including experience managing virtual or multinational teams.
• Advanced technical expertise in Windows, Mac, networking, and Microsoft Office 365.
• Must be based in or able to work from the Washington, DC office in a hybrid capacity.
• Legal right to work in the US without company sponsorship.

Nice to have

• Certifications such as ITILv3 or ITIL 4 Foundation, CompTIA A+, or Security+.
• Experience with ServiceNow or similar ITSM platforms.
• Management training certifications.

Culture & Benefits

• Culture centered on agility, connectivity, and interdisciplinary collaboration.
• Opportunity to work with specialist consultants, industry experts, and renowned academics.
• Professional development and mentorship focus.
• Hybrid work environment with a focus on work-life balance and operational excellence.