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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing technical teams within cloud operations and service delivery, focusing on performance improvement, client experience, and operational excellence. Proficient in utilizing Microsoft Azure and ITIL-based processes to enhance service quality and efficiency.
Highest-signal resume keywords
Microsoft Azure InfrastructureTechnical Support ManagementService Delivery OwnershipWorkforce PlanningIncident Management
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Lead either the Technician team responsible for initial client support and ticket management or the Administrator/Engineer team responsible for advanced administration, engineering, and escalated technical work
- Own the performance, development, service quality, and continuous improvement of the assigned team
- Partner with the peer Client Operations manager to create a connected operating model and seamless client experience
- Coach and develop employees
- Hire and onboard employees
- Conduct workforce planning, capacity management, and 24x7 coverage planning
- Oversee ticket health, workload, escalations, and incident, problem, and change practices
- Use service data, automation, and AI to improve quality, efficiency, and scalability
- Maintain operating procedures, technical documentation, and client-specific runbooks
- Ensure employees are trained and appropriately authorized for their work
- Partner with Client Success, Professional Services, Security Operations, Compliance, and other stakeholders to support client environments and service transitions
- Coordinate operational priorities, major incident response, cross-team improvements, and temporary leadership coverage
- Build a capable, accountable, and client-focused team
- Develop future leaders and strengthen operational discipline
- Deliver measurable improvements in service performance and client experience
- Within 90 days, understand the Client Operations organization, service delivery model, client portfolio, tooling, escalation paths, compliance requirements, and ITIL-based processes; assess team capabilities and identify an operational improvement
- Within one year, lead a high-performing team, improve service performance and scalability, and build repeatable operating practices, processes, runbooks, automation opportunities, and service improvements
Requirements
What you’ll need- Five or more years of experience in cloud operations, infrastructure operations, managed services, technical support, engineering, or service delivery
- At least three years directly managing technical teams
- Experience leading a technical support, service delivery, engineering, operations, or managed services team in a fast-paced environment
- Strong working knowledge of Microsoft Azure infrastructure and cloud operations
- Technical depth and troubleshooting expertise to guide Technician or Administrator/Engineer teams
- Experience hiring, onboarding, coaching, evaluating, and developing employees
- Ability to establish expectations and development plans and support career progression and certification attainment
- Experience owning service delivery for an assigned team in a 24x7 environment
- Experience with workforce and capacity planning, schedules, shift and on-call coverage, ticket health, workload management, and service quality
- Ability to prioritize, route, document, escalate, and resolve work according to service commitments
- Ability to lead or support major incidents and enforce incident, problem, and change practices
- Ability to maintain escalation paths, operating procedures, technical documentation, and client-specific runbooks
- Ability to ensure employees are trained and appropriately eligible, authorized, and assigned for regulated work
- Ability to pass a federal background check for Public Trust Fitness
- Clear, calm, and effective written and verbal communication skills
- Ability to report KPIs, service performance, emerging risks, incident summaries, improvement priorities, and recommended actions
- Experience partnering across operational teams and support functions
- Ability to coordinate staffing, priorities, escalations, major incidents, service transitions, and continuous improvement
- Ability to support audits, evidence collection, and remediation
- Ability to use service and workforce data to identify trends, root causes, resource needs, and operational risks
- Experience owning and reporting KPIs such as SLA attainment, response and resolution time, escalation rate, backlog, ticket aging, change success rate, service quality, automation adoption, and client satisfaction
- Demonstrated ability to improve processes, tooling, training, monitoring, documentation, automation, or AI-assisted workflows
- Nice to have: managed services provider experience, Microsoft Azure certifications, ITIL certification, Azure Lighthouse, Azure Monitor, Azure Arc, Azure Policy, Azure Automation, PowerShell, AIOps, Copilot-enabled workflows, regulated-environment support, distributed-team leadership, IT security practices, and Zendesk or ServiceNow experience
Benefits
Comp & perks- Competitive salaries commensurate with experience and skills
- 100% company match on 401(k) contributions up to 4% of salary
- Performance-based compensation with bonus potential in addition to base salary
- 100% employer-paid health, vision, and dental insurance for employees
- Company-paid life, AD&D, and short- and long-term disability insurance
- Three weeks of paid time off
- 11 paid holidays
- Paid community service leave
- Employee recognition and reward program
- Ability to work from home or from a local US office
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Cloud OperationsInfrastructure OperationsTechnical TroubleshootingService Quality ImprovementAutomation OpportunitiesCapacity ManagementKPI ReportingChange ManagementDocumentation MaintenanceAI-Assisted Workflows
Soft Skills
Effective CommunicationCoaching and DevelopmentTeam LeadershipProblem-SolvingCollaboration
Tools & Technologies
Azure MonitorAzure AutomationPowerShellZendeskServiceNow
Certifications & Qualifications
Microsoft Azure CertificationsITIL Certification
Industry Keywords
Managed ServicesClient OperationsService TransitionsRegulated Environment SupportDistributed Team Leadership