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Darkhorse Tech, Inc.Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing technical teams and improving service delivery metrics, with a focus on client satisfaction and operational efficiency. Possesses expertise in IT service management, particularly within multi-location healthcare environments, ensuring compliance with industry standards.
Highest-signal resume keywords
IT Service Leadership ExperienceManaging ManagersService KPI ImprovementNOC Functions ExpertiseHIPAA Compliance
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Manage and develop four Technical Team Leaders and one NOC Team Lead through one-on-ones, clear expectations, and accountability
- Own service KPIs across the Service and NOC organizations, including response time, resolution time, CSAT, ticket aging, and backlog
- Standardize client and technician service experiences across teams
- Oversee NOC operations, including backup verification, email security, vendor coordination, practice management software updates, and proactive monitoring
- Serve as escalation point for unresolved client issues and address the underlying causes
- Own service delivery for large DSO accounts and multi-location groups, including escalation, SLA performance, and consistency
- Review escalation patterns and resolution quality and address root causes
- Establish and enforce service processes, workflows, and documentation standards
- Partner with People and Culture on hiring, onboarding, performance, and retention
- Carry quarterly ROCKs on the Service Traction Leadership Team
- Report to the VP of Operations
Requirements
What you’ll need- Real experience managing managers, specifically people who manage technicians
- IT service leadership experience, ideally at an MSP
- Track record of improving service KPIs and explaining changes and outcomes
- Comfort with NOC functions, including backup verification, email security, and monitoring
- Experience with multi-location or enterprise accounts
- Coaching instinct and ability to develop people
- Analytical and process-driven approach
- Solid grounding in HIPAA, cybersecurity fundamentals, and ITIL principles
- PSA and RMM experience; ConnectWise preferred
- Dental or healthcare IT background (nice to have)
- Familiarity with Dentrix, Eaglesoft, or Open Dental (nice to have)
- Experience integrating a NOC function with a reactive service desk (nice to have)
- EOS or Traction experience (nice to have)
- Availability for standard Eastern business hours and coordination of Saturday and after-hours coverage
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 Delivery ManagementKPI TrackingProcess StandardizationAnalytical Problem SolvingCoaching and Development
Soft Skills
AccountabilityCommunicationTeam Leadership
Tools & Technologies
ConnectWisePSA SoftwareRMM ToolsPractice Management Software
Industry Keywords
Healthcare ITCybersecurity FundamentalsITIL PrinciplesMulti-Location AccountsEOSTraction