7+ years of IT Support, Infrastructure Support, or Service Delivery experience.
3+ years of leadership experience managing support technicians or service teams.
Experience supporting enterprise-level environments with 1,000+ users.
Strong understanding of Microsoft 365, Entra ID, Windows administration, and endpoint management.
Experience with ServiceNow ticketing and reporting.
Proven ability to manage escalations, critical incidents, and executive-level support situations.
Experience creating KPI reports, operational dashboards, and service performance reviews.