BRG Concepts · 18 hours ago
IT Service Delivery Supervisor
Washington, DC
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $160K/yr
5+ years expBRG Concepts is a consulting firm that combines academic credentials with business expertise. They are seeking an IT Service Delivery Supervisor to oversee the delivery of high-quality IT services and support, manage a team of IT professionals, and act as a liaison between IT and business stakeholders.
Hospitality
No H1B
Responsibilities
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
Qualification
Required
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
Preferred
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
Company
BRG Concepts
With the launch of our flagship restaurant Brimstone Woodfire Grill in 2006, Brimstone Restaurant Group (BRG) has developed, operated, and managed groundbreaking hospitality and culinary experiences in South Florida and beyond.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase