Strong working knowledge of ITIL-based service delivery, incident/request/problem/change management, vendor management, license lifecycle, procurement/renewals, hardware refresh planning, scripting/automation concepts, and secure access/endpoint practices. Day-one proficiency with ITSM practices and modern workplace platforms such as Microsoft 365, Teams, Azure/Entra ID, Intune/endpoint management, identity/access management, remote support tools, asset inventory, reporting dashboards, and knowledge management.