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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing technical teams, ensuring high performance and premium service delivery while fostering a collaborative service desk culture. Proficient in IT operations with a focus on process improvement and adherence to ITIL concepts.
Highest-signal resume keywords
Team LeadershipIT Operations ManagementPerformance EvaluationITIL FamiliarityMSP Industry Expertise
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 OperationsService Desk ManagementProcess ImprovementKPI ManagementTechnical Support
Soft Skills
LeadershipMentoringCollaborationDe-escalationCommunication
Tools & Technologies
Service Ticketing SystemsDocumentation ToolsScheduling Software
Certifications & Qualifications
Microsoft MCSAMicrosoft MCSEVMware VCPCisco CCNACompTIA A+CompTIA Network+CompTIA Security+
Industry Keywords
MSPITILTechnical ResourcesClient SupportService Quality
Tech Stack
Tools & technologiesVMware
About the role
Key responsibilities & impact- Manage a team of technical resources providing remote support for Integris clients
- Provide leadership and guidance to ensure performance goals and premium service delivery
- Oversee service ticket intake and effective resolution of client issues
- Apply de-escalation methodology when required
- Uphold and promote Integris’ core values and foster a cohesive, collaborative service desk culture
- Lead, mentor, and manage service coordinators, technicians, and team leads
- Manage team performance against departmental KPIs
- Conduct regular one-on-one meetings and annual performance evaluations
- Manage team scheduling, time and attendance, and approve timesheets
- Provide ongoing training, professional development, and career path guidance
- Collaborate with Customer Experience and Field Services teams on service quality, action plans, resource allocation, and on-site support
- Review processes, procedures, systems, and tools to identify improvements, efficiency gains, and enhanced service quality
- Ensure service desk procedures, time records, and client documentation are accurate and up to date
- Handle additional duties as assigned
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field OR equivalent experience
- 6+ years of experience in IT operations
- 2+ years of experience providing leadership or mentoring of peers or in a supervisory capacity
- MSP industry expertise preferred
- Familiarity with ITIL concepts
- Certifications such as Microsoft MCSA/MCSE, VMware VCP, Cisco CCNA, CompTIA A+, Network+, Security+ are preferred
Benefits
Comp & perks- Medical, Dental, and Vision Insurance
- 401K Retirement Plan
- Minimum 4 Weeks of Paid Time Off (PTO)
- Birthday PTO
- Paid Holidays
- Paid Time Off for Volunteering
- Short-Term and Long-Term Disability Insurance
- Life Insurance
- Supplemental Insurance
- Employee Assistance Program