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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and management capabilities in IT Service Desk operations, with expertise in Microsoft 365, endpoint administration, and client support. Proven ability to enhance service delivery, manage vendor relationships, and facilitate technology training while maintaining a commitment to organizational goals.
Highest-signal resume keywords
IT Service Desk ManagementMicrosoft 365 AdministrationStaff Supervision and DevelopmentProject ManagementChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting NetworksClient Systems SupportEndpoint Security ToolsDesktop TroubleshootingMicrosoft LicensingWindows 11 AdministrationMicrosoft Entra IDMicrosoft IntuneWindows AutopilotMicrosoft AI Tools
Soft Skills
Interpersonal SkillsWritten CommunicationOral CommunicationOrganizational SkillsDetail-Oriented
Tools & Technologies
Microsoft 365Microsoft IntuneMicrosoft Entra IDMicrosoft AI ToolsMacOS Devices
Industry Keywords
Service DeskClient ComputingTechnology StandardsRequest ManagementKPI MonitoringVendor SupportUser EnablementData SecurityGovernanceResponsible AI Practices
Tech Stack
Tools & technologiesMacOS
About the role
Key responsibilities & impact- Manage, direct, and develop VEIC’s IT Service Desk and Client Service Teams
- Deliver client computing capabilities, technology standards, request management processes, and customer service for internal and external customers
- Develop overall Service Desk capabilities and ensure effective service delivery
- Monitor and report KPIs and trends to IT and VEIC leadership on ad-hoc, weekly, monthly, and as-needed schedules
- Oversee development and maintenance of IT’s knowledgebase
- Establish priorities for improvement and enhancement with business leaders
- Serve as the principal escalation point for requests and incidents
- Support internally developed customer- and staff-facing applications, including administration, troubleshooting, and triage
- Review and approve technology purchases and assist departments with technology cost management
- Facilitate IT technology training
- Collaborate on network and infrastructure design and long-term planning
- Supervise, mentor, coach, recruit, orient, and develop team members
- Participate in IT planning, budgeting, and leadership
- Manage vendor support relationships
- Support VEIC activities and perform other assigned duties
Requirements
What you’ll need- Strong personal commitment to VEIC’s mission, vision, goals and values
- Bachelor’s degree and five years of management experience, including at least four years managing a service or support desk, or a similar combination of education and experience
- Experience in leadership, facilitation, change management, staff supervision and development, project management, communications, and goal attainment
- Ability to manage staff and subcontractor resources effectively across an organization
- Demonstrated experience troubleshooting and supporting networks and client systems
- Strong interpersonal skills and excellent written and oral communication skills
- Ability to work with non-technical and technical staff in a team effort
- Strong understanding of Microsoft 365, Microsoft Licensing, Windows 11, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, endpoint administration, and modern device-management practices
- Experience supporting macOS devices, network connectivity, endpoint security tools, desktop troubleshooting, and commonly used business applications preferred
- Experience supporting and administering Microsoft AI tools, including Microsoft 365 Copilot, Copilot Chat, Copilot Cowork, Copilot Studio, and AI agents preferred
- Familiarity with user enablement, licensing, access controls, data security, governance, troubleshooting, and responsible AI practices preferred
- Ability to be organized, detail-oriented, accurate, and manage multiple competing priorities in a dynamic, fast-paced environment
- Successful completion of a criminal background check
- Ability to remain stationary at a workstation for extended periods
- Fine motor skills for regular use of computer, keyboard, mouse, and telephone/headset
- Visual acuity for prolonged screen and document viewing
- Verbal and auditory abilities sufficient for meetings and collaboration
- Cognitive focus for simultaneous management of multiple communication streams, projects, and stakeholder relationships
- Minimal lifting requirements, typically under 30 pounds
Benefits
Comp & perks- Hybrid work arrangement
- Ergonomic assessments and appropriate accommodation
- Flexible work arrangements
- Regular movement breaks encouraged
- Occasional company events or meetings, often optional or available virtually