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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Desk operations, including incident management, ticketing system administration, and ITIL processes. Proven ability to lead and mentor technical support teams while ensuring alignment with organizational strategies and performance metrics.
Highest-signal resume keywords
ITIL ProcessesService Desk ManagementTicketing System AdministrationTeam LeadershipIncident Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT Service DeskTechnical SupportIncident ManagementRoot-Cause AnalysisEnterprise Desktop SupportMobile Platform SupportAsset ManagementCapacity PlanningTrend AnalysisSLA Monitoring
Soft Skills
Verbal CommunicationWritten CommunicationInterpersonal SkillsAnalytical SkillsRelationship Management
Tools & Technologies
ServiceNowJira Service ManagementIvantiVMware Workspace ONEMicrosoft IntuneMECM
Certifications & Qualifications
ITIL Foundation Certification
Industry Keywords
ITILService Desk OperationsTechnical SupportOperational KPIsChange Advisory BoardITAR ComplianceEAR Compliance
Tech Stack
Tools & technologiesiOSLinuxMacOSServiceNowVMware
About the role
Key responsibilities & impact- Oversee daily Service Desk operations and frontline staff
- Manage incident and service-request identification, prioritization, assignment, and resolution
- Monitor queues, track SLAs, and coordinate operations
- Execute ITIL processes, asset-management workflows, and service metrics
- Implement standard operating procedures and conduct capacity planning and trend analysis
- Coach staff and conduct performance evaluations, 1-on-1 coaching, and goal setting
- Align operations with IT leadership strategy and communicate updates, metrics, and team performance
- Monitor operational expenditures and provide input into hardware, software, and staffing budget forecasts
- Administer ticketing-system workflows, request catalogs, and asset-tracking configurations
- Evaluate Service Desk software, endpoint utilities, and hardware peripherals
- Coordinate purchasing, provisioning, and deployment of end-user hardware and peripherals
- Supervise a distributed/multi-site technical support team, including schedules, ticket routing, and escalation coverage
- Ensure resolution of Tier 1–Tier 3 tickets across enterprise applications and hardware
- Develop and maintain knowledge bases, self-service portals, FAQs, and technical runbooks
- Onboard, train, and mentor junior technicians
- Provide hands-on, in-person, and remote troubleshooting for executive and high-priority escalations
- Represent the Service Desk in Change Advisory Board meetings
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent combination of education, training, and experience)
- Minimum of 5–7 years of experience in IT Service Desk / Technical Support environments
- Minimum of 2–4 years of direct supervisory or team lead experience managing IT support personnel
- 5+ years of hands-on experience supporting enterprise desktop and mobile platforms (Windows, macOS, iOS, Linux)
- Experience administering and configuring enterprise ticketing platforms such as ServiceNow, Jira Service Management, or Ivanti
- Working knowledge of enterprise endpoint management and software deployment tools such as VMware Workspace ONE, Microsoft Intune/MECM, or Ivanti EPM
- Proven track record of monitoring, meeting, and reporting on ITIL-aligned SLAs and operational KPIs
- 40-hour on-site work week with flexibility for on-call escalations when required
- ITIL Foundation Certification (v3 or v4) required
- Strong verbal, written, and interpersonal communication skills
- Analytical, troubleshooting, and root-cause analysis skills
- Ability to prioritize, delegate, and execute operational tasks
- Relationship management skills and ability to translate technical concepts into user-friendly guidance
- Ability to work in an office environment
- Ability to lift and move up to 30 pounds of IT hardware and peripherals
- U.S. Citizen, U.S. Permanent Resident (Green Card holder), or qualifying asylee/refugee status required
- ITAR/EAR compliance eligibility required
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) with company matching
- Flexible work schedule options
- Select programs may offer a 9/80 work schedule
- Paid holiday shutdown