IT Service Delivery Supervisor

TL;DR

IT Service Delivery Supervisor: Overseeing IT service support and delivery processes for the AMERS region with an accent on operational excellence, team leadership, and stakeholder engagement. Focus on driving ITIL-based process improvements, managing incident and request workflows, and ensuring high-quality end-user support across multiple office locations.

Location: Must be based in or able to work from the Washington, DC office (Hybrid)

Salary: $120,000–$160,000

Company

hirify.global is a global consulting firm that combines academic credentials with business expertise to address 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 environments.
• Drive continuous improvement initiatives using ITIL, Six Sigma, or LEAN methodologies.
• Act as the primary escalation point for major incidents and VIP support requests.
• Coordinate with internal and third-party teams to maintain IT service standards and office readiness.

Requirements

• Must have legal right to work in the U.S. without company sponsorship.
• 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 experience managing virtual or multinational teams.
• Advanced technical expertise in Windows, Mac, networking, and Microsoft Office 365.
• Ability to travel up to 25% and support flexible work hours as needed.

Nice to have

• ITILv3 or ITIL 4 Foundation certification.
• Experience with ServiceNow or similar ITSM platforms.
• CompTIA A+ or Security+ certifications.

Culture & Benefits

• Collaborative environment working with multinational teams.
• Focus on professional development and team coaching.
• Opportunity to influence IT culture and operational standards.
• Commitment to diversity and equal opportunity employment.