Job Description
The Manager / Senior Manager, Global IT Service Delivery & Expert Enablement is responsible for leading a global IT Tier 2 support organization and ensuring the delivery of exceptional technology services to experts, consultants, and business professionals worldwide. Ensuring consistent, high-quality support for endpoint devices, office technologies, and in-person user needs. This role serves as a critical bridge between end-user (aka Expert) technology support, infrastructure operations, cybersecurity, workplace technology, and business stakeholders.
This leader will oversee geographically distributed support personnel across multiple offices (50+) and countries, driving a consistent, scalable, and high-quality service experience across the firm. The role combines operational leadership, service delivery management, stakeholder engagement, technical escalation management, process improvement, and technology enablement.
In alignment with the firm’s digital-first support strategy, this role plays a critical part in reducing recurring issues, improving upstream support effectiveness, and enabling shift-left initiatives.
Success in this position requires a customer-centric leader who understands the unique technology demands of professional services organizations where technology availability, responsiveness, security, and expert productivity directly impact client service delivery and revenue generation. Requiring a balance of hands-on operational leadership, technical expertise, and proactive problem management, with a focus on improving service quality, reducing demand, and contributing to a more efficient, scalable, and modern support organization.
Key Responsibilities
Global Service Delivery Leadership
• Lead and develop a global IT Tier 2 Service Delivery organization supporting experts, consultants, and corporate users across multiple regions and time zones.
• Establish and maintain global service delivery standards, operating procedures, service metrics, and support models.
• Partner closely with Service Desk, Infrastructure, Cybersecurity, Enterprise Applications, Asset Management, and the IT Project Management Office (PMO) teams to provide seamless end-to-end support services.
• Ensure consistent service quality, responsiveness, and customer experience across all offices and regions.
Expert Enablement & Business Partnership
• Serve as a trusted technology advisor to consulting practices, experts, and business leaders.
• Develop a deep understanding of how consulting teams leverage technology to support client engagements, expert testimony, data analytics, investigations, and project delivery.
• Partner with business stakeholders to identify opportunities to improve productivity, collaboration, and client service through technology.
• Support high-profile client engagements and executive stakeholders requiring white-glove service and rapid issue resolution.
Operational Excellence
• Ensure consistent, high-quality delivery of Tier 2 support services, meeting or exceeding established SLAs, response times, and resolution targets
• Drive rapid and effective resolution of complex incidents, minimizing business disruption and reducing repeat escalations
• Reduce repeat incidents and support demand by identifying patterns and partnering with Tier 0 and Tier 1 on automation and knowledge improvements
• Standardize desk-side support processes, procedures, and tools to ensure consistency across locations and technicians
• Maintain accurate and effective documentation, including runbooks, knowledge articles, and resolution procedures to support a knowledge-first model
• Optimize field support operations, including dispatch, on-site support, and hardware lifecycle activities (provisioning, refresh, break/fix)
• Drive continuous service improvement (CSI) initiatives using data and performance metrics to enhance efficiency and service quality
• Monitor and report on key operational metrics, including MTTR, escalation rates, repeat incidents, and technician productivity
• Strengthen end-user experience by ensuring professional, responsive, and solution-oriented on-site and remote support interactions
• Partner with engineering and infrastructure teams to align on standards, reduce technical debt, and improve supportability of platforms
• Continuously evaluate opportunities to shift-left or shift-down work (enabling Tier 1 or Tier 0) to improve scalability and cost efficiency
Leadership & Team Development
• Recruit, mentor, develop, and retain a high-performing global support organization.
• Foster a culture focused on customer service excellence, accountability, collaboration, and continuous improvement.
• Build succession plans and career development pathways for support personnel.
• Promote knowledge sharing and operational consistency across regions.
Technology & Project Leadership
• Represent Service Delivery requirements during technology implementations and transformation initiatives.
• Collaborate with infrastructure and cybersecurity teams to ensure supportability, security, and operational readiness of new technologies.
• Participate in technology roadmap planning and strategic initiatives impacting the end-user computing environment.
• Support Microsoft 365, Teams, collaboration technologies, endpoint management, AI enablement initiatives, and workplace modernization efforts.
Salary range is determined by the client during the interview process and expected rate is projected to be between 125-170k.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• 8-15+ years of progressive IT experience.
• 5+ years of experience leading IT support, service delivery, workplace technology, or end-user services organizations.
Willingness to travel (domestic and international - UK) 25% of the time
• Demonstrated experience managing geographically dispersed teams across multiple countries and time zones.
• Strong understanding of ITIL principles, incident management, request management, problem management, change management, and continual service improvement.
• Experience managing service delivery platforms such as ServiceNow.
• Strong knowledge of Microsoft 365, Windows, MacOS, endpoint management, collaboration platforms, and enterprise workplace technologies.
• Proven ability to build relationships with executive stakeholders and business leaders.
• Excellent communication, leadership, organizational, and customer service skills.
• Previous leadership experience within a Global AM100 Law Firm, Global Professional Services Firm, Consulting Firm, Accounting Firm, or similar client-service-driven organization.
• Experience leading IT service delivery teams supporting attorneys, consultants, experts, investigators, analysts, or other highly billable professionals.
• Experience supporting legal technology, eDiscovery, litigation support, expert witness, consulting, financial advisory, or data analytics environments.
• ITIL Foundation, ITIL Managing Professional, or equivalent certification.
• ServiceNow administration, leadership, or implementation experience.
• Experience with AI-enabled support solutions, automation technologies, and digital workplace transformation initiatives.
• Proven success driving global customer service excellence programs and improving end-user satisfaction across complex multinational organizations.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.