Brent M Long, PMP
Chicago,IL
Summary
Veteran IT Service Delivery Manager with 8+ years leading organizational technology strategy. Adept and knowledgeable at installing and maintaining hardware, software and networking updates. Mentors, trains and oversees dedicated tech team to provide maintenance, troubleshooting and IT support. Adept in Project Manager as well as day to day operations. Continually bringing stability and white-glove support to each opportunity,
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Service Manager
Boston Consulting Group (BCG)
01.2024 - Current
- Guided organizational technology strategy and roadmaps for the 3rd largest Boston Consulting Office in the US.
- Reviewed and assessed architecture design, implementation, testing, and deployment needs to identify project requirements and costs.
- Managed contractors and full time staff by coaching, mentoring and driving efficiency.
- Developed and maintained partnerships with customers across multiple functions to promote high-quality experiences.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
IT Service Desk Lead
Chicago Public Schools
01.2021 - 01.2024
- Led a large-scale help desk and desktop support organization serving hundreds of thousands of users.
- Directly supervised support staff, managing scheduling, performance reviews, coaching, and professional development. Mentoring staff to become their best selves.
- Owned escalation workflows and ensured SLA adherence across support operations.
- Implemented ITIL-aligned processes to improve consistency, documentation, and service quality.
Service Desk Team Lead
RL Canning (Managed Service Provider)
01.2018 - 01.2021
- Supervised help desk and desktop support teams providing services to professional services clients.
- Managed daily ticket queues, escalations, and customer communications.
- Provided hands-on technical support alongside staff to ensure service quality and continuity.
- Supported AV systems, user onboarding, and office technology deployments.
- Applied ITIL best practices to improve service delivery and client satisfaction.
Education
B.A. - Financial & International Economics
Southern Illinois University
Skills
- Help Desk & Desktop Support Management
- AV & Conference Room Technology Support
- ITIL-Based Service Management
- People Leadership, Coaching & Supervision
- Professional Services IT Support
- Incident, Request & Escalation Management
- Vendor & Stakeholder Management
- Service Desk Metrics, SLAs & Continuous Improvement
- Project tracking
- Workforce training
Websites
Certification
- Project Management Professional (PMP)
- ITIL Foundations
- ITIL 4 Strategist: Direct, Plan, Improve
Timeline
IT Service Manager
Boston Consulting Group (BCG)
01.2024 - Current
IT Service Desk Lead
Chicago Public Schools
01.2021 - 01.2024
Service Desk Team Lead
RL Canning (Managed Service Provider)
01.2018 - 01.2021
B.A. - Financial & International Economics
Southern Illinois University