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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 delivery, client management, and team leadership, with a strong focus on operational improvements and SLA compliance. Proficient in utilizing ITSM tools and fostering relationships with stakeholders to ensure high-quality service outcomes.
Highest-signal resume keywords
IT Service DeliveryClient ManagementTeam LeadershipITSM Tools (ConnectWise)SLA Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Client ManagementTeam LeadershipITIL Best PracticesWindows OSChrome OSMac OSActive DirectoryNetworking ConceptsHardware RepairsTechnical Oversight
Soft Skills
Customer ServiceRelationship BuildingVerbal CommunicationWritten CommunicationAdaptability
Tools & Technologies
ConnectWiseN-ableITBoostBrightGauge
Certifications & Qualifications
Bachelor’s Degree in Technology-Related FieldEquivalent Certifications
Industry Keywords
IT IndustryMSP ExperienceOperational ImprovementsService QualityTechnical Competency
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Lead and ensure successful delivery of IT services to schools and corporate clients
- Interact with the remote technical support team, onsite technicians, and key client contacts
- Participate in client meetings to review service status, onsite priorities, open tickets, and escalations
- Act as primary service owner for assigned clients and drive issues to resolution with appropriate teams
- Coordinate escalations, assign next steps, and ensure timely follow-up and communication
- Build and maintain relationships with client stakeholders and manage expectations
- Conduct regular onsite client visits to engage stakeholders, support field and remote teams, and ensure service quality
- Lead and manage School Technology Specialists and Business Technology Specialists across assigned client sites
- Coach teams, manage accountability and performance, and conduct regular one-to-one meetings
- Conduct onsite observations and ride-alongs to assess execution, professionalism, and technical competency
- Train and enforce checklists, documentation standards, and operational procedures
- Use ConnectWise and reporting dashboards to monitor ticket flow, SLA adherence, workload, and service quality
- Participate in hiring decisions for School Technology Specialists and Business Technology Specialists
- Serve as the operational bridge between onsite teams and remote MST, Infrastructure, and Projects teams
- Ensure clear handoffs, communication, and follow-through on tickets, escalations, and project work
- Use ConnectWise, N-able, ITBoost, and BrightGauge to track progress, performance, and outcomes
- Drive SLA compliance, control ticket aging, and ensure timely issue resolution
- Coordinate and support project planning, scheduling, and execution
- Identify and implement operational improvements to enhance service delivery and team effectiveness
- Travel within the territory 35% of the time
Requirements
What you’ll need- Bachelor’s degree in a technology-related field or equivalent certifications
- At least 5 years of experience in a client and team management position
- Experience leading teams and providing technical oversight
- Knowledge of ITSM tools, including ConnectWise preferred, and ITIL best practices/framework
- Knowledge of Windows, Chrome, and Mac OS
- Knowledge of Active Directory
- Knowledge of networking equipment and concepts
- Knowledge of hardware repairs and installations
- Excellent customer service, leadership, relationship-building, verbal, and written communication skills
- Extensive knowledge of the IT industry and previous MSP experience
- Ability to communicate with clients through end-of-week reports, status updates, and monthly and/or quarterly reviews
- Ability to communicate technical concepts to technical and non-technical users
- Ability to adapt and implement new procedures and systems effectively
- Ability to self-motivate and work independently when required
- Ability to assess limitations, recognize when to ask for help, and collaborate effectively
Benefits
Comp & perks- A company dedicated to fostering and maintaining a positive and inclusive company culture
- Opportunity to make a meaningful impact and be recognized and rewarded for contributions
- Commitment to continuous improvement while upholding core principles and values
- Clear paths for career growth and advancement
- Competitive compensation package with generous benefits and bonus potential
- Engaging and diverse technical work in a dynamic and fast-paced environment
- Ongoing support for continuous improvement and professional growth
- Health insurance coverage
- Paid holidays
- Paid time off