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Posted: 10/22/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing technical support teams and improving service desk delivery while applying ITIL principles. Proficient in troubleshooting, documentation, and maintaining hardware and software systems to ensure optimal performance.
Highest-signal resume keywords
ITIL Principles and ProcessesMicrosoft SCCM and SCOMDesktop and Server Operating SystemsAdvanced Computer Hardware KnowledgeExceptional Customer Service Orientation
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Oversee technical support across the company while managing a team
- Triage IT support incidents and resolve or transfer them to the appropriate group
- Effectively manage and improve Service Desk Delivery
- Evaluate documented resolutions and analyze trends to prevent future problems
- Alert management to emerging incident trends
- Assist in software releases and roll-outs according to Change Management best practices
- Build rapport with business end users and stakeholders
- Escalate problems to the Global IT Director of Infrastructure and Operational Technology when required
- Record, track, and document service desk request problem-solving through final resolution
- Apply diagnostic utilities to aid in troubleshooting
- Access software updates, drivers, knowledge bases, and FAQ resources to aid problem resolution
- Perform hands-on desktop fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Install anti-virus software and keep virus definitions up to date
- Perform preventative maintenance on servers, desktops, and peripherals
- Test fixes to ensure problems are adequately resolved
- Perform post-resolution follow-ups as required
- Develop help sheets and FAQ lists for end users
- Reinforce SLAs to manage end-user expectations
- Purchase assigned hardware and software
- Manage and develop third-party companies and partnerships
- Protect confidential information and promote AFL’s environmental, health, and safety policies
- Perform other ancillary or related duties as required
Requirements
What you’ll need- College diploma or university degree in the field of computer science and/or 4-6 years equivalent work experience
- Knowledge of advanced computer hardware
- Experience with desktop and server operating systems, including Microsoft and Linux
- Extensive application support experience with Microsoft suite of products
- Working knowledge of remote administration and diagnostic utilities, including Microsoft SCCM and SCOM
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
- Strong documentation skills
- Managing others
- Ability to conduct research into a wide range of computing issues
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly, business-friendly and technical language
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
- Up to 30-40% travel is required
- Some evening or weekend work may be required when necessary
Benefits
Comp & perks- A hybrid in office schedule for qualifying employees
- Flexible time off policy
- 401K Company match (up to 4% - dollar for dollar)
- Professional development, training, and tuition reimbursement programs
- Excellent medical, dental, vision, and life insurance policy options
- Opportunities for career advancement with an industry leading company
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Desk ManagementTroubleshootingSoftware Installation and UpgradesPreventative MaintenanceDocumentation SkillsAnalytical Problem-SolvingChange Management Best PracticesRemote AdministrationApplication SupportConfiguration of Systems and Applications
Soft Skills
Exceptional Written and Oral Communication SkillsInterpersonal SkillsRapport-BuildingAbility to Prioritize TasksTeam Collaboration
Tools & Technologies
Microsoft Suite of ProductsDiagnostic UtilitiesAnti-Virus SoftwareKnowledge BasesFAQ Resources
Industry Keywords
Technical SupportService Level Agreements (SLAs)Help DeskITIL-Driven EnvironmentEnd-User Support