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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 and Managed Services, with a strong focus on Endpoint Management, Operational Excellence, and Customer Satisfaction. Proven leadership in managing diverse teams and driving process improvements in a 24/7 support environment.
Highest-signal resume keywords
IT Service DeliveryManaged ServicesEndpoint ManagementLeadership ExperienceProcess Improvement
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 OperationsPatchingMonitoringTicketingIT Operations Processes
Soft Skills
Strong Communication SkillsTeam DevelopmentEmployee Engagement
Tools & Technologies
ConnectWiseIntuneAutomoxNinjaOneAuvikLogicMonitor
Industry Keywords
Service Level AgreementsCustomer ExperienceOperational Delivery Models24/7 Support ModelManaged Services Business Models
Tech Stack
Tools & technologiesCyber Security
About the role
Key responsibilities & impact- Lead the Managed Services Service Desk organization, including managers, engineers, and support resources across multiple locations
- Build and maintain a high-performing service organization focused on customer satisfaction, responsiveness, quality, and operational excellence
- Establish expectations around service delivery, ticket ownership, communication, escalation, and customer experience
- Develop and maintain operating processes that improve consistency and scalability
- Ensure delivery against contractual commitments, service level agreements, and customer expectations
- Own endpoint management operations, including patching, updates, configuration management, and endpoint health
- Partner on endpoint monitoring, remediation, automation, reporting, cybersecurity, compliance, and customer requirements
- Lead development and execution of a 24/7 support model using domestic and international resources in Macedonia
- Define processes, responsibilities, escalation paths, and handoffs for around-the-clock support
- Partner with Practice Directors, Solution Architects, and Sales teams to support Managed Services growth and customer expansion
- Participate in customer conversations, solution discussions, service improvement opportunities, statements of work, pricing assumptions, and operational delivery models
- Drive operational improvements through automation, AI, tools, workflows, data, and metrics
- Serve on the Managed Services Leadership Team and collaborate with infrastructure, platforms, automation, technical, customer, sales, and practice teams
- Build and mentor managers and future leaders while leading organizational change and maintaining employee engagement
Requirements
What you’ll need- 7+ years of experience in IT service delivery, managed services, service desk operations, or similar environments
- Leadership experience managing service desk, endpoint, workplace technology, or IT operations teams
- Experience leading teams across multiple locations
- Strong understanding of Managed Services business models and customer expectations
- Experience with endpoint management, patching, monitoring, ticketing, and IT operations processes
- Experience working with PSA, RMM, documentation, and service management platforms
- Experience with tools such as ConnectWise, Intune, Automox, NinjaOne, Auvik, LogicMonitor, or similar technologies preferred
- Experience building or supporting 24/7 operations is strongly preferred
- Ability to understand statements of work, service offerings, and operational requirements
- Strong communication skills with the ability to work with both technical and business stakeholders
- Proven ability to improve processes, develop teams, and drive operational change