Overview
We are seeking an experienced IT Service and Infrastructure Consultant to assess, stabilize, and elevate end-user service delivery across a distributed professional services environment. The role will focus on improving service quality, responsiveness, and user experience-particularly within a high-expectation, fast-paced organization where "white-glove" support is the standard.
This individual will work closely with IT leadership to diagnose service issues, redesign processes, strengthen team capabilities, and implement measurable service improvements. The goal is to significantly improve user satisfaction, service consistency, and operational effectiveness across multiple offices.
Key Objectives
- Improve end-user service experience and customer satisfaction metrics
- Establish consistent, high-quality "white-glove" IT support
- Provide actionable insights and recommendations to IT leadership
- Enable IT leadership to focus on strategic initiatives rather than day-to-day service oversight
Responsibilities
Service Delivery Assessment & Improvement
- Evaluate current service desk and end-user support performance, beyond basic ticket SLA metrics
- Analyze qualitative and quantitative data (tickets, response times, user feedback, interactions) to identify service gaps and root causes
- Assess how users interact with IT and recommend clearer, more effective engagement models
- Identify communication breakdowns between IT and end users and propose improvements
Process, Metrics & Governance
- Design and implement customer-centric service metrics, SLAs, and success measures (e.g., NPS, CSAT, first-contact resolution)
- Redefine service desk workflows, escalation paths, and support models to improve responsiveness and quality
- Establish consistent service standards and expectations across locations
Team Capability & Structure
- Evaluate current team skillsets, coverage model, and experience levels
- Assess knowledge transfer practices and mentoring of junior staff
- Review leadership approach within the service function and identify opportunities for improvement
- Provide recommendations on team size, structure, and technician-to-user ratios
Tooling & Infrastructure Alignment
- Review current service management and support tools
- Recommend tooling or system improvements where gaps exist (without unnecessary replacement)
- Ensure service desk and infrastructure teams are aligned in delivering a seamless end-user experience
Stakeholder Partnership
- Act as a trusted advisor to IT leadership, providing clear data-driven insights and recommendations
- Partner with service desk management to enable sustainable improvements
- Deliver clear findings, roadmaps, and progress updates to senior stakeholders
Qualifications
Required
- Extensive experience in IT Service Desk and End-User Support leadership or consulting
- Strong understanding of white-glove service delivery in high-expectation environments (e.g., professional services, finance, PE-backed firms)
- Proven ability to assess and improve service operations, workflows, and customer experience
- Hands-on experience implementing service metrics, SLAs, and customer satisfaction frameworks
- Excellent communication skills with the ability to engage technical teams and senior business stakeholders
About Korn Ferry
Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit Korn Ferry at www.Kornferry.com
