help desk manager resume examples

• • Led a team of 15 IT professionals to deliver high-priority projects while ensuring alignment with strategic objectives, achieving a 20% increase in project delivery efficiency.
• • Designed and implemented a new agile project management process, improving project completion rates by 25% within the first year.
• • Managed IT budgets exceeding $2M, identifying and realizing cost savings of 10% through strategic supplier negotiations and resource optimization.
• • Spearheaded the adoption of DevOps tools, enhancing the software development lifecycle and reducing time-to-market by 30%.
• • Improved system uptime by 99.9% through rigorous performance monitoring and proactive incident management.
• • Collaborated with cross-functional teams to ensure service level agreements compliance, resulting in a 15% improvement in customer satisfaction scores.
• • Managed a diverse team of 10 support technicians providing 24/7 service desk support to a global user base of over 50,000.
• • Developed and implemented a comprehensive training program, elevating team expertise and reducing onboarding time by 40%.
• • Orchestrated a 20% reduction in average resolution time by refining help desk ticketing system processes.
• • Established and maintained protocols for system updates and maintenance, minimizing downtime and maintaining business continuity.
• • Facilitated regular stakeholder meetings to gather feedback and assess system needs, fueling a 10% improvement in system functionalities.
• • Performed in-depth systems analysis to support application development, contributing to a 15% increase in efficiency.
• • Created detailed reports on system utilization, identifying key trends that informed strategic planning.
• • Coordinated with cross-departmental teams to gather requirements, culminating in the successful revamp of the customer support portal.
• • Implemented system enhancements that improved user satisfaction across the company’s client base by 12%.

10 Service Desk Manager Resume Examples & Guide for 2024

The service desk manager oversees the daily operations of the service desk team, ensuring efficient support and high levels of customer satisfaction. Highlight your experience in managing IT service delivery, implementing process improvements, and leading a team effectively on your resume. Emphasize your expertise in problem-solving, communication, and ITIL frameworks to attract potential employers. Additionally, mentioning your success in reducing ticket resolution times and enhancing user satisfaction scores can significantly enhance your appeal.

All resume examples in this guide

Single Column

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a service desk manager, articulating your unique blend of technical expertise and leadership skills on a resume can be a daunting challenge. Our comprehensive guide is tailored to help you highlight your achievements and management capabilities effectively, ensuring your resume stands out to potential employers.

• Utilize real-life examples to refine your service desk manager resume;
• Effectively write the experience section of your service desk manager resume, even if you have minimal or no professional experience;
• Incorporate the industry's top 10 essential skills throughout your resume;
• Include your education and certifications to highlight your specific expertise.

If the service desk manager resume isn't the right one for you, take a look at other related guides we have:

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• Statistical Programmer Resume Example
• Database Developer Resume Example
• Sophomore Engineering Resume Example
• Angular Full Stack Developer Resume Example
• IT Support Manager Resume Example
• Assistant IT Manager Resume Example
• Game Developer Resume Example
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The ultimate formula for your service desk manager resume format

Our best advice on how to style your service desk manager resume is this - first, take the time to study the job advert requirements.

The resume format you select should ultimately help you better align how your experience matches the specific role.

There are four crucial elements you need to thus take into consideration:

• How you present your experience. If you happen to have plenty of relevant expertise, select the reverse-chronological resume format to organize your experience by dates, starting with the latest.
• Don't go over the top with writing your resume. Instead, stick with a maximum of two-page format to feature what matters most about your profile.
• Headers aren't just for "decoration". The header of your resume helps recruiters allocate your contact details, portfolio, and so much more.
• The PDF format rules. It's the most common practice to submit your service desk manager resume as a PDF so that your resume doesn't lose its layout. However, make sure the read the job well - in some instances, they might require a doc file.

Upload & Check Your Resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Mention specific courses or projects that are pertinent to the job you're applying for.

Don't forget to include these six sections on your service desk manager resume:

• Header and summary for your contact details and to highlight your alignment with the service desk manager job you're applying for
• Experience section to get into specific technologies you're apt at using and personal skills to deliver successful results
• Skills section to further highlight how your profile matches the job requirements
• Education section to provide your academic background
• Achievements to mention any career highlights that may be impressive, or that you might have missed so far in other resume sections

What recruiters want to see on your resume:

• Demonstrated experience in managing service desk or IT support teams
• Strong track record in improving service desk operations and customer satisfaction metrics
• Proficiency in IT Service Management (ITSM) tools and platforms, such as ServiceNow or Remedy
• Expertise in implementing and adhering to ITIL best practices within a service desk environment
• Ability to develop and analyze performance reports and implement strategies for service optimization

Quick guide to your service desk manager resume experience section

After deciding on the format of your resume, it's time to organize your experience within the dedicated section.

It's common for service desk manager professionals to be confused in this part of the process, as they may have too much or little expertise.

Follow the general rules of thumb to be successful when writing this part of your resume:

• The perfect number of bullets you should have under each experience item is no more than six;
• Select not merely your responsibilities, but the most noteworthy achievements for each role that match the job requirements;
• List any certificates or technical expertise you've gained on the job and how they've helped you progress as a professional;
• Carefully select the power verbs to go along with each bullet to avoid generic ones like "managed" and instead substitute those with the actuality of your particular responsibility;
• Integrate valuable keywords from the job advert in the form of achievements under each role you list.

If you're on the search for further advice on how to write your service desk manager experience section, get some ideas from real-world professional resumes:

• Managed a team of 25 service desk agents, providing IT support for over 10,000 corporate users, achieving a 95% satisfaction rate.
• Implemented an ITIL-based framework that improved incident resolution times by 30%, significantly enhancing system uptime and reliability.
• Spearheaded the transition to a remote support model in response to the pandemic, ensuring seamless IT operations during a critical period.
• Developed and executed a strategic plan for the expansion of service desk operations, including the integration of a new ticketing system, successfully reducing average ticket closure time by 20%.
• Led a cultural change initiative aimed at improving team morale and customer service delivery, which saw a 15% increase in employee retention.
• Actively monitored key performance indicators and provided weekly reports to senior management, driving data-driven decisions to optimize service desk performance.
• Coordinated 24/7 support operations across multiple time zones, ensuring continuous availability of critical systems for global users.
• Introduced an advanced problem management strategy that decreased recurrent incidents by 40% within a year.
• Negotiated and managed vendor contracts for support tools and services, resulting in a 25% cost reduction while maintaining service quality.
• Oversaw the successful merger of two service desk teams from different companies, integrating processes and staff without disruption to service levels.
• Launched a comprehensive training program that increased first-call resolution rates from 65% to 85%, significantly enhancing customer experience.
• Conducted regular performance reviews and implemented a rewards system that resulted in a 30% improvement in staff productivity.
• Designed and rolled out a self-service portal that led to a 50% reduction in routine support requests, freeing up resources for more complex issues.
• Managed the IT support for company-wide OS migration, ensuring training and resources were provided, achieving a smooth transition with minimal downtime.
• Implemented regular customer feedback loops to identify areas for service improvement, which led to an iterative enhancement of the IT support process.
• Transformed the service desk into a customer-centric operation, which saw a 20% improvement in customer feedback scores over 18 months.
• Pioneered the use of AI-based ticketing and support systems, which led to a 35% decrease in average response times and a 45% decrease in human error.
• Managed a successful departmental audit that identified process inefficiencies, ultimately streamlining workflows and improving resource allocation.
• Initiated and directed a knowledge management project that resulted in a 40% increase in support staff efficiency by providing faster access to troubleshooting resources.
• Oversaw a successful IT security compliance project, ensuring all service desk activities were aligned with the latest industry standards.
• Championed a cross-department collaboration initiative that enhanced the service desk's ability to handle complex cross-functional support inquiries.
• Led a major incident management team through a critical system outage, effectively coordinating restoration efforts that minimized downtime and business impact.
• Boosted support team agility by incorporating Scrum methodologies, resulting in a 50% improvement in change management processes and deployment speeds.
• Authored and enforced service level agreements (SLAs) with internal and external stakeholders, maintaining an adherence rate of 98% throughout tenure.

Quantifying impact on your resume

• Include the size of the team you managed, showing your leadership and organizational skills.
• List the number of service desk tickets resolved monthly, demonstrating your team's efficiency and effectiveness.
• Detail the percentage reduction of ticket resolution time under your management, showcasing process improvement ability.
• State the customer satisfaction scores before and after process changes, indicating your commitment to customer service.
• Mention the amount of training hours you have provided for staff, highlighting your dedication to team development.
• Quantify the budget managed for service desk operations, emphasizing financial stewardship competence.
• Report on the number of projects completed, revealing your project management skills and successful delivery.
• Specify any increase in service levels or uptime percentage, reflecting your focus on maintaining high service quality.

Action verbs for your service desk manager resume

What if you don't have any experience?

There are two very common scenarios about candidates with less experience. They are either:

• Fresh out of college in search of a service desk manager role
• Transferring over from a completely different field

Both of these types of candidates still have a shot at landing their first job in the industry.

All they need to do about the experience section of their service desk manager resume is:

• Consider their strengths - would the outcomes of their previous roles or niche skill sets impress recruiters? Feature those towards the top of your resume
• Exclude any and all irrelevant experience items - remember that at the end of the day, you're telling a story that aims to align with the ideal candidate for the service desk manager job
• Win recruiters over with personality - perhaps your ambition, dreams, and diligence would make you the perfect fit for the service desk manager role. Dedicate resume space to detail your personality traits by showcasing how they've helped you succeed in past roles
• Tailor your experience to specific job requirements - ensure your service desk manager resume answers the advert in the best way possible.

Recommended reads:

• Perfecting the Education Section on Your Resume
• How to List Expected Graduation Date on Your Resume

List your educational qualifications and certifications in reverse chronological order.

Service desk manager resume skills: the essential hard skills and soft skills checklist

Ultimately, your service desk manager resume should hint to recruiters that you possess an array of talents that are indispensable to the role.

For example, listing the technologies and software you're apt at using (or your hard skills) and how you apply them in your day-to-day responsibilities would ensure you meet the technical requirements of the role.

But is this enough to ensure that you make a good impression on recruiters?

Go a step further by detailing the soft skills or personality traits you've attained thanks to your work and life experience.

The best way to balance hard skills and soft skills on your service desk manager resume is by:

• Highlighting up to three of your most noteworthy career accomplishments in a separate section.
• Listing at least one hard skill and one soft skill you've used to solve a particular challenge or problem.
• Feature niche skills and technologies that would help you stand out amongst candidates.
• Think back on the social impact your efforts have had towards improving the work environment - were you able to always maintain a professional ethic, while enhancing the team culture? Write about your contribution to the role, department, or organization itself as a metric of success.

The skills section of your resume provides you with plenty of opportunities to detail your technical and personal traits.

All you have to do is select the talents that best fit your application and expertise. Make note of some of the most prominent hard and soft skills across the industry from our list:

Top skills for your service desk manager resume:

ITIL Framework

Microsoft Office Suite

Remote Desktop Tools

Networking Fundamentals

Active Directory

VoIP Systems

Ticketing Systems

Team Leadership

Communication

Problem-Solving

Customer Service

Time Management

Conflict Resolution

Adaptability

Critical Thinking

Training and Development

If you happen to have plenty of certificates, select the ones that are most applicable and sought-after across the industry. Organize them by relevance to the role you're applying for.

Listing your education and certifications on your service desk manager resume

Don't underestimate the importance of your resume education section . As it may hint at various skills (and experience) that are relevant to the job. When writing your education section:

• Include only higher education degrees with information about the institution and start/end dates
• If you're in the process of obtaining your degree, include your expected graduation date
• Consider leaving off degrees that aren't relevant to the job or industry
• Write a description of your education if it presents you with an opportunity to further showcase your achievements in a more research-focused environment

When describing your certifications on your resume, always consider their relevancy to the role. Use the same format to describe them as you would for your education. If you're wondering what the best certificates out there are for service desk manager roles, check out the list below.

The top 5 certifications for your service desk manager resume:

• ITIL Service Operation (SO) - AXELOS
• Help Desk Institute Service Center Manager (HDI-SCM) - HDI
• Microsoft Certified Solutions Expert (MCSE) - Microsoft
• Certified service desk manager (CSDM) - Service Desk Institute (SDI)
• Project Management Professional (PMP) - Project Management Institute (PMI)

If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.

• How to List a Major & Minor on Your Resume (with Examples)

Adding a summary or objective to your service desk manager resume

One of the most crucial elements of your professional presentation is your resume's top one-third. This most often includes:

• Either a resume summary - your career highlights at a glance. Select the summary if you have plenty of relevant experience (and achievements), you'd like recruiters to remember about your application.
• Or, a resume objective - to showcase your determination for growth. The perfect choice for candidates with less experience, who are looking to grow their career in the field.

If you want to go above and beyond with your service desk manager resume summary or resume objective, make sure to answer precisely why recruiters need to hire you. What is the additional value you'd provide to the company or organization? Now here are examples from real-life service desk manager professionals, whose resumes have helped them land their dream jobs:

Resume summaries for a service desk manager job

• With over 8 years of dedicated service management in the fast-paced tech industry, my expertise lies in streamlining operations, elevating customer satisfaction rates by 30%, and effectively leading robust teams. Mastery of ITIL frameworks and advanced problem-solving skills stands at the forefront of my professional ethos.
• A consummate professional possessing a decade's worth of experience in client-facing roles within the hospitality sector, now seeking to translate that extensive customer service mastery into a service desk managerial capacity, backed by acute understanding of CRM systems and a passion for technological solutions.
• Having transformed user experience through the implementation of strategic service desk protocols, during 5 years helming a dynamic IT team, my focus encompasses reducing response times by 25% and integrating AI-driven support mechanisms, demonstrating my commitment to operational excellence and technological innovation.
• A seasoned educator ready to pivot my 7-year track record of curriculum development and stakeholder management into managing service desk operations, bringing strong communication skills and a sharp analytical acumen to elevate user support services within a technology-driven environment.
• Looking to harness my enthusiasm for customer relations and technology, I aim to delve into the world of service desk management. I'm prepared to bring my quick learning abilities, keen troubleshooting insights, and a fresh perspective to deliver high-quality support and drive service excellence.
• Eager to embark on a career in service desk management, I am committed to developing deep proficiency in IT support services. Leveraging my honed communication skills and recent certification in IT fundamentals, I am poised to cultivate a user-centric support environment and contribute to a culture of continuous improvement.

Four more sections for your service desk manager resume

Your service desk manager resume can be supplemented with other sections to highlight both your personality and efforts in the industry. Use the ones you deem most relevant to your experience (and the role):

• Awards - to celebrate your success;
• Interests - to detail what you're passionate about outside of work (e.g. music, literature, etc.);
• Publications - to show your footprint in the wider community;
• Projects - to pinpoint noteworthy achievements, potentially even outside of work.

Key takeaways

• The format and layout of your service desk manager resume should reflect on both your career and what matters most to the job you're applying for;
• Use the resume summary and objective to hint at your most prominent accomplishments;
• Always be specific about your experience and consider what value each bullet you curate adds to your service desk manager application;
• Consider how your academic background and technical capabilities could further showcase your alignment to the role;
• Your soft skills should contribute to your overall service desk manager profile - aligning your personality with skills and results.

Looking to build your own Service Desk Manager resume?

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Help Desk Manager resume examples for 2024

A strong help desk manager resume showcases a blend of technical and interpersonal skills. These include proficiency in providing customer service, technical support, and troubleshooting issues. Experience in managing help desks, ITIL, and project management also stands out. According to Dr. Curtis Welborn, Professor at Utah Valley University, "people should not focus on finding that thing that makes their resume look good today. Just be great at everything you do. Take hard classes, and excel at them. Learn EVERYTHING you can, and companies will want you."

Help Desk Manager resume example

How to format your help desk manager resume:.

• Use the job title 'Help Desk Manager' consistently throughout your resume to clearly indicate your target role.
• Focus your work experience on specific achievements that demonstrate your ability to improve processes, resolve complex issues, and lead a team. Include quantifiable results whenever possible. For example, 'Led a team of 5 support specialists, reducing resolution time by 30% through process optimization and cross-training.'
• Tailor your resume to each job application, highlighting the most relevant skills and experiences for the specific position. A one-page resume is generally sufficient, but prioritize content based on its importance to the role. Consider using a professional summary or objective statement to showcase your value as a Help Desk Manager.

Choose from 10+ customizable help desk manager resume templates

Choose from a variety of easy-to-use help desk manager resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your help desk manager resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Help Desk Manager resume format and sections

1. add contact information to your help desk manager resume.

Help Desk Manager Resume Contact Information Example # 1

Montgomery, AL 36043| 333-111-2222 | [email protected]

2. Add relevant education to your help desk manager resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Help Desk Manager Education

Help Desk Manager Resume Relevant Education Example # 1

Bachelor's Degree In Business 2001 - 2004

University of Central Florida Orlando, FL

Help Desk Manager Resume Relevant Education Example # 2

Bachelor's Degree In Marketing 1991 - 1994

Johnson & Wales University Providence, RI

3. Next, create a help desk manager skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an help desk manager resume

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

A media access control or simply MAC is a network policy that identifies or determines how the data is being transferred in two particular servers through a network cable. The purpose of a MAC protocol is to prevent network or technical issues and simplify transferring the information or data.

Top Skills for a Help Desk Manager

• Customer Service , 17.4%
• Technical Support , 7.3%
• Help Desk , 4.9%
• Desk Support , 4.5%
• Other Skills , 65.9%

4. List your help desk manager experience

The most important part of any resume for a help desk manager is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of help desk managers" and "Managed a team of 6 help desk managers over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Assisted the Inventory Control Manager with implementing greater controls over the inventory process reducing inventory loss over a one year period.
• Demonstrated exceptional, consistent and comprehensive knowledge of-Apple technology and applications to provide customers with the most enriching experience.
• Trained and educated customers on their apple products and how to use them efficiently and effectively for business and personal use.
• Created a personalized and beneficial experience for various customers and Apple enthusiasts by building rapport and quality relationships.
• Obtained certification as an Apple Mobile Technician
• Provided exceptional maintenance, repair and recovery solutions on failed IT hardware.
• Worked on the Migration of Green Screen Mainframe application to Java app using XSLT.
• Established and documented business controls/compliance processes/application procedures.
• Performed on-site hardware installation and removal for end users.
• Ensured accurate configuration of laptops and workstations and installed software and hardware upgrades within 24-hour timeframe to meet client requirements.
• Served as the single point of contact to coordinate between user and business groups to infrastructure teams.
• Engaged with customers from non-technical to technical level while interpreting technology solution in a simple easy to understand language.
• Installed and configured computer hardware, operating systems and applications.
• Designed smooth integration of externally and internally developed diagnostic and hardware configuration code into Dell's automated build-to-order manufacturing system.
• Composed a pair nodes within and enclosure for the Cloud Burst 2.1 V7000 in Corona data center.
• Assisted with ADL's - Setting Appointments - Transportation - Medication - Therapy - Blocked Scheduling
• Certified Nursing Assistant --Checking Vitals --Assist with ADL's --Take to appointments Volunteer Hope Of Life Int.
• Certified Nursing Assistant Provide excellent nursing care and companionship to an elderly patient on an in-home basis.
• Certified Nursing Assistant Provided companionship and individualized in-home health care to improve patient's quality of life and well-being.
• Responded to the more complex problems escalated by team members pertaining to all application hardware and software products.

5. Highlight help desk manager certifications on your resume

Specific help desk manager certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your help desk manager resume:

• IT Information Library Foundations Certification (ITIL)
• Management Consultant Professional (MCP)
• ITIL Foundation
• Project Management Professional (PMP)
• HDI Support Center Manager (HDI)
• Security 5 Certification
• Network 5 Certification
• Certified Manager Certification (CM)
• Certified Help Desk Manager (CHDM)
• Master Project Manager (MPM)

6. Finally, add an help desk manager resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your help desk manager resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common help desk manager resume skills

• Customer Service
• Technical Support
• Desk Support
• Phone Calls
• Customer Satisfaction
• Project Management
• Level Agreements
• Remote Support
• Customer Support
• Computer System
• User Support
• Support Issues
• Incident Management
• Management System
• Problem Resolution
• Trouble Tickets
• Level Support
• Technical Issues
• Performance Reviews
• Software Applications
• User Accounts
• Windows Server
• Direct Reports
• Performance Evaluations
• Phone System
• Software Issues
• Call Tracking
• Customer Issues
• Network Support

Help Desk Manager Jobs

Links to help optimize your help desk manager resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Updated June 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Help Desk Resume Examples and Templates for 2024

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• Entry-Level Help Desk
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Help Desk Text-Only Resume Templates and Examples

Hideo Araki (123) 456-7890 [email protected] Miami, FL 12345 LinkedIn | Portfolio

A dynamic help desk technician with three years of experience delivering exceptional technical support and customer service to end users. A proven track record of interfacing with diverse customers to resolve tier I issues and achieve satisfaction ratings of over 92%.

Professional Experience

Help Desk Technician , Microcenter, Miami, FL | July 2022 – present

• Deliver technical support to over 30 customers per day and identify solutions to tier I hardware and software-related issues for laptop and desktop devices
• Communicate effectively with diverse customers, perform root cause analysis to diagnose technical issues, and maintain a 92% satisfaction rating on exit surveys
• Achieve recognition for consistently exceeding performance goals, including a top-five ranking in resolution times across a team comprised of 40 technicians

Junior Help Desk Technician , Miami-Dade College, Miami, FL | June 2021 – July 2022

• Supported over 20 students and faculty per day in resolving technical issues related to PCs, smartboards, user login, and university devices
• Performed routine maintenance on laptops, PCs, and other devices, including cybersecurity updates, system upgrades, and hardware configuration
• Technical support
• System administration
• Hardware configuration
• Root-cause analysis

Certifications

• CompTIA A+ Certification | 2021

Bachelor of Science (B.S.) Information Technology University of Florida, Gainesville, FL | 2021

This help desk resume example effectively conveys the candidate’s achievements using strong numbers and metrics. The content strikes a successful balance between conveying the applicant’s daily responsibilities and demonstrating how they consistently exceeded performance goals.

Skyler Thompson (123) 456-7890 [email protected] Seattle, WA 12345 LinkedIn | Portfolio

A lead help desk technician with six years of experience specializing in hardware configuration, disaster recovery, cybersecurity, and end-user support. A strong history of interfacing with junior technicians and customers to identify ideal solutions for complex technical issues.

Lead Help Desk Technician , Arkline Technical Pros., Seattle, WA | March 2020 – present

• Serve as the escalation point for junior technicians, field over 80 tier II tickets per week, perform research, and conduct root-cause analysis to identify optimal solutions for software, hardware, PC, and mobile device issues
• Document solutions for recurring issues in a shared knowledge base and lead initiatives to enhance workflows, contributing to a 10% reduction in average resolution times
• Provide training to over 35 new hires during the onboarding process

Help Desk Technician , Miami-Dade College, Seattle, WA | June 2018 – March 2020

• Delivered technical support to over 20 end users per day, resolved tier I and tier II issues related to hardware configuration, disaster recovery, and cybersecurity
• Communicated empathetically and calmly to guide users through the troubleshooting process, resulting in a 90% satisfaction rating
• Cybersecurity
• Microsoft Azure
• CompTIA A+ Certification | 2018

Bachelor of Science (B.S.) Information Technology University of Washington, Seattle, WA | 2018

This is a strong example of how to craft an engaging help desk resume. The bullet points are concise and engaging, providing unique insights into how the candidate successfully optimized processes and workflows for previous employers.

Anthony Gentile (123) 456-7890 [email protected] San Diego, CA 12345 LinkedIn | Portfolio

A help desk manager with 10 years of experience managing service desk operations and resolving complex tier III issues for end users. A proven track record of managing help desk teams and identifying opportunities to improve resolution times and user satisfaction.

Help Desk Manager , HubSpot, San Diego, CA | July 2017 – present

• Manage all aspects of daily service desk operations, lead a team of 30 help desk technicians, and ensure the delivery of exceptional technical support to end users for complex issues related to the HubSpot CRM
• Serve as the escalation point for tier III issues, provide training and mentorship to enhance team performance, and successfully improve average resolution times by 15%
• Coordinate with the IT manager to develop help desk policies for service requests, incident management, and ticket escalations

Help Desk Manager , Apptivo, San Diego, CA | June 2014 – July 2017

• Oversaw a team of 20 IT service technicians, coordinated daily help desk operations, and identified opportunities to improve the end-user experience, resulting in a 17% increase in user satisfaction
• Fielded and resolved escalated tier III trouble tickets related to the Apptivo CRM, documented solutions for recurring issues, and delivered end-user training to clients
• Team management
• End-user training
• Operations management
• Process improvement
• CompTIA A+ Certification | 2014

Bachelor of Science (B.S.) Information Technology University of San Diego, San Diego, CA | 2014

This help desk resume successfully conveys the candidate’s leadership capabilities and technical expertise. Because the candidate is targeting a managerial role, it’s important to emphasize their background in leading teams and interfacing effectively with end users.

To stand out from the competition in today’s job market, you need a results-driven help desk resume that captures your strongest qualifications as an information technology (IT) service technician. Avoid simply describing mundane job responsibilities and instead bring your most impactful technical achievements to light. In this guide, we’ll walk you through each step of the resume-building process to help you identify the right solution for your career needs.

1. Write a dynamic profile summarizing your qualifications

Given the sheer volume of applicants for any singular job opportunity, hiring managers often spend less than 30 seconds reviewing a resume. To make a lasting impression, lead with a powerful opening summary that illustrates the value you bring to the table. Start with a sentence that lists your title, years of experience, and three to four impressive technical skills that align with the job description. Round out your paragraph with unique insights into who you are as an IT professional.

For example, if you’ve consistently found innovative ways to improve resolution times for trouble tickets, emphasize this directly in your summary. If you excel in leading and training help desk teams, highlight how your leadership skills could be an asset to the organization.

Strong Profile Example

A help desk manager with 10 years of experience managing service desk operations and resolving complex tier III issues for end users. A proven track record of leading help desk teams and identifying opportunities to improve resolution times and user satisfaction.

Weak Profile Example

A hardworking help desk manager with a decade of experience with strong interpersonal and solution-finding skills. Quickly resolve technical issues. Strong knowledge of various operating systems, PC devices, and hardware.

2. Add an accomplishment-driven professional experience section

Help desk job responsibilities tend to be similar across job postings and can sometimes appear generic at first glance. While it’s important to show you can have experience performing these types of tasks, go a step further to grab the attention of the hiring manager. As you build your professional experience section, emphasize compelling achievements that show how your contributions have positively impacted service desk operations.

One viable strategy is to incorporate meaningful data and metrics to paint a clearer picture of your achievements. For instance, you might mention the total number of tickets you fielded each day or draw attention to your user satisfaction rating. You could also show how your efforts helped to improve average resolution times.

Strong Professional Experience Example

Lead Help Desk Technician, Arkline Technical Pros., Seattle, WA | March 2020 – present

• Provide technical support training to over 40 new hires during the onboarding process

Weak Professional Experience Example

• Resolve a large number of escalated tickets and utilize solution-finding skills to quickly address user issues
• Log solutions to common technical issues and improve resolution times
• Assist with the training of new employees

3. Include relevant education and certifications

Feature your college education and industry certifications to show potential employers that you have the knowledge and qualifications to succeed in the position. Help desk technicians are usually expected to have a bachelor’s degree in IT or computer science. The CompTIA A+ certification is also commonly listed as a requirement for these types of positions. As you grow in your career, consider pursuing additional certifications, such as a Certified Service Desk Manager (CDSM) credential.

• [Degree Name]
• [School Name], [City, State Abbreviation] | [Graduation Year]
• Bachelor of Science (B.S.) Information Technology
• University of Washington, Seattle, WA | 2020
• [Certification Name], [Awarding Organization], [Completion Year]
• Certified Service Desk Manager (CSDM), SDI | 2019
• CompTIA A+ | 2017

4. List pertinent key skills

Most companies utilize applicant track systems (ATS) to expedite the hiring process and remove less qualified candidates. To pass the initial screening phase, incorporate a range of both technical and soft skills that match the job posting. For instance, if a company mentions a skill such as cloud technology multiple times in the description, the ATS will likely seek this keyword. Below are potential key terms you may encounter when applying for help desk technician jobs:

How To Pick The Best Help Desk Resume Template

When selecting your help desk resume template, opt for a format that allows the hiring manager to easily navigate your content. Choose a template that is visually appealing without being overly reliant on distracting colors and graphics. Prioritize clean, well-organized layouts that use an elegant font such as Calibri, Cambria, or Garamond.

Frequently Asked Questions: Help Desk Resume Examples and Advice

What are common action verbs for help desk resumes -.

Lead each bullet point with a strong action verb to add a dynamic and engaging element to your writing. Avoid passive verbs such as “helped” or “worked” in favor of proactive language such as “led,” “managed,” and “implemented.” We’ve compiled a list of action verbs to diversify your word choice during the resume-building process:

How do you align your resume with a help desk job description? -

According to the Bureau of Labor Statistics , jobs for computer support specialists are expected to grow by 5% between 2022 and 2032. Despite these optimistic projections, it’s still important to tailor your resume toward each individual opportunity to maximize your chances of success during the job search.

For example, if a company needs a help desk technician with a comprehensive knowledge of Linux, highlight your experience diagnosing and resolving issues related to this specific operating system. If an organization is seeking a candidate with a strong background in Microsoft Azure, emphasize your expertise in cloud technologies.

What is the best help desk resume format? -

The reverse chronological format is generally best suited for help desk resumes. Hiring managers are most interested in your prior work history, and this approach places your most recent experience at the forefront of your document. A combination approach that prioritizes technical skills, education, or certifications should only be considered if you have no prior work experience to highlight on your resume.

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Building an engaging help desk cover letter is a great way to strengthen your application during the job search. The key is to craft a compelling document that shows how your background is aligned with the organization’s needs, mission, and values. For more insights, visit our information technology and computer science cover letter guides.

Frank Hackett

Certified Professional Resume Writer (CPRW)

Frank Hackett is a professional resume writer and career consultant with over eight years of experience. As the lead editor at a boutique career consulting firm, Frank developed an innovative approach to resume writing that empowers job seekers to tell their professional stories. His approach involves creating accomplishment-driven documents that balance keyword optimization with personal branding. Frank is a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers and Career Coaches (PAWRCC).

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5 Help Desk Resume Examples Built to Work in 2024 

Help Desk Resume

• Help Desk Resumes by Experience
• Help Desk Resumes by Role
• Write Your Help Desk Resume

Being a help desk technician is all about being the go-to support hero for tech-related woes. You’re the friendly face or voice that guides users through their IT troubles, from computer hiccups to forgotten passwords. 

Your knack for problem-solving and communication makes you a troubleshooter extraordinaire. However, crafting a resume that showcases your IT prowess can be as tricky as decoding a complex error message. 

If you’re ready to put your skills on paper and land that dream job, we’re here to lend a hand. Our expert-written help desk resume examples can help you with everything from picking the right job skills to making your experience pop. To top it all off, use our free cover letter builder for the complete application.

or download as PDF

Why this resume works

• It may not seem like much at first but specifying how you used industry-specific tools to make quantifiable differences can go a long way! Don’t sleep on your technical experience either! Add any instances when you monitored and improved a network’s security.

Entry Level Help Desk Resume

• The essence is to demonstrate that you’ve actually put textbook theories to work, which culminated in tangible outcomes in the real world. Maybe it’s a summer job as a cashier, where you mastered your customer service. If such is not an option, capitalize on the job-relevant seminars you attended, and the college projects you carried out.

Help Desk Analyst Resume

• You want to stay clear of terms like “aided” and “assisted” and instead bring out the big guns—words that convey leadership (think led, authored, negotiated), accomplishments (think overhauled and upgraded), and technical prowess (think analyzed, monitored, and executed).

IT Help Desk Resume

• Can’t forget about regulations too now, can we? If you’ve ever helped a company save costs on potential compliance fines, make sure to mention it and prove your dedication to any employer!

Help Desk Technician Resume

• Once done, back up these metrics with actionable points like increasing a system’s uptime rate from 87% to 98.3%, or improving overall productivity by 26%.

Related resume examples

• Customer Service
• Office Assistant

Adapt Your Help Desk Resume to Match Every Job Description

When it comes to showcasing your skills as a help desk technician, you’ve got a toolbox full of tech expertise that employers are eager to see. Your resume is where you can dive into it. Be specific and steer clear of vague, generic terms—your IT-focused resume should shine a spotlight on your technical prowess.

Zoom in on the hard skills you’ve honed. List the software applications you’re fluent in, any cyber security frameworks you’ve mastered, and, of course, any programming languages that you’ve conquered. 

Highlight your know-how in networks, malware detection, and understanding system vulnerabilities. Remember, the key is to match the skills you have with what the job demands.

Need some help?

15 top help desk skills

• Ticketing Systems
• Hardware Knowledge
• Network Troubleshooting
• Cybersecurity
• Mobile Device Support
• Active Directory

Your help desk work experience bullet points

Your days working as a help desk technician are often a whirlwind of assisting users, resolving IT issues, and ensuring smooth tech operations. However, when it comes to your resume, it’s the remarkable achievements that truly matter.

Your work ensures that everything runs smoothly without interruptions or costly downtimes, and it’s important that you highlight this. Showcase moments you’re proud of, whether speeding up response times, reducing system downtime, or increasing user satisfaction. 

Quantify your achievements with metrics whenever possible to lend them more weight and set yourself apart from the competition.

• Highlight how quickly you were able to acknowledge and address user requests or IT issues.
• Showcase your ability to resolve issues on the first interaction, minimizing the need for multiple support interactions and improving user satisfaction.
• Use surveys or feedback data to quantify user satisfaction and report consistent ratings of 95% or higher.
• Quantify how your support efforts reduced system or network downtime, resulting in increased productivity and cost savings.

See what we mean?

• Developed a weekly backup schedule through Acronis Backup which decreased data loss incidents by 97%
• Led a project to update password security policies using LastPass, curbing security breaches by 56%
• Facilitated 1,742 remote support sessions using TeamViewer, resolving 92% of issues without on-site intervention
• Leveraged Microsoft Teams’ bot and integration features to automate routine tasks, enhancing team productivity by 18%

9 active verbs to start your help desk work experience bullet points

• Implemented
• Optimized 
• Coordinated
• Collaborated 

3 Tips for Writing an Entry-Level Help Desk Resume

• Showcase relevant coursework and academic projects that demonstrate your technical abilities. For instance, you could mention a group project where you contributed to designing and implementing a help desk ticketing system for your IT class. These hands-on experiences provide valuable insights into your capabilities and problem-solving skills.
• Your hobbies and interests can be a goldmine of relevant skills. If you’re passionate about building computers, troubleshooting software, or managing home networks as a hobby, don’t hesitate to mention it. Show how your love for technology extends beyond the classroom and into your personal life, highlighting your dedication to the field.
• Use a career objective statement to outline your aspirations as a help desk technician. Be specific about the kind of support you want to provide and the impact you aim to make. This helps employers understand your goals and motivations, even if you have limited professional experience .

3 Tips for Writing a Help Desk Resume With Prior Experience

• Working in a help desk environment means working with people, but don’t list “teamwork” in your skills section. Instead, emphasize your customer-centric mindset by adding metrics like the number of resolved support tickets or the average 5-star rating you get every month.
• If you’ve developed expertise in specific areas of help desk support, such as hardware troubleshooting, software configuration, or network diagnostics, don’t be afraid to brag about it. For instance, if you’re skilled in remote desktop support, emphasize how your proficiency can benefit remote workers.
• List any certifications that align with the help desk field. Certificates such as CompTIA A+, CompTIA Network+, or HDI Support Center Analyst can boost your credibility. 

You can include a career summary , but it’s optional. If you choose to have one, make it job-specific. Focus on your key proficiencies, such as specific operating systems (Windows, Linux, MacOS) that directly relate to the job.

It’s usually better to focus on your technical skills, namely hardware and software proficiencies. Talk about your in-depth knowledge of Spiceworks, RDP, backing up data, and IT security—your soft skills will shine through your cover letter.

Metrics that demonstrate your impact can set you apart. Highlight statistics such as reduced response times, increased user satisfaction scores, first call resolution rates, or decreased system downtime. 

Help Desk Manager Resume Sample

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Work Experience

• Create SLAs in consultation with management and department’s heads/end users to establish problem resolution expectations and timeframes. Ensure SLA’s are followed throughout service desk processes
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service to prevent future problems. This includes future resource capacity planning
• Plan and conduct performance appraisals of Help Desk staff, administer disciplinary action, raises, and promotions when necessary
• Oversee the development, implementation, and administration of Service Desk staff training procedures and policies. Train, coach, and mentor Service Desk Technicians
• Alignment of local/regional service desk policy and procedures with global service desk
• Research emerging products, services, protocols, and standards in support of Service Desk technology and make recommend to management with ROI in mind
• Provides support 24 hours a day and remains ‘on call’ during off hours
• Harmoniously working with other employees and customers
• Effectively coordinate a number of projects simultaneously
• Demonstrating initiative and problem-solving skills
• Contributing to the successful completion of project initiatives
• Experience managing technical support team,
• Experience providing technical support,
• Be a principle contributor to Knowledge Management and acquires and maintains a good understanding of the IT infrastructure and all technologies in use, the IT support and delivery processes, and creates collected information into knowledge to be re-used
• Compiles and maintains the workflows, processes, and procedures used by Support Analysts in their day to day roles
• Ensures Support Analysts and Specialists have access to the right tools and information to enable the rapid resolution of Incidents and Requests in line with agreed SLAs
• Member of management team and contributes towards the team’s Service Management targets and Continuous Service Improvement Program
• Serve as a Classroom Support Project Manager
• Supervise lower level Professional Technologists and A/V Technicians as needed for technical projects and VoIP systems within the IT Support Services division at the HSC
• Provide networking support to Health Sciences faculty, staff and students on computer hardware and software
• Function as first point of contact on all computer/software issues
• Performs staff scheduling to ensure Support coverage during normal business hours and on-call support as required
• Monitors the problem ticketing system for critical reported problems and the associated escalation to the IT team responsible for problem resolution as necessary.Responsible for performance reviews, hiring and disciplinary actions as necessary

Professional Skills

• Excellent problem-solving, analytical skills and management skills in a second tier PC support area
• Good written, oral, and interpersonal communication skills, with a focus on listening and questioning skills
• Strong guest-service orientationExcellent analytical and problem-solving skills
• Strong people management skills – ability to motivate in a hardworking, fast moving environment
• Strong interpersonal and communication skills (written and spoken)
• Managing competing deadlines and multiple projects at various stages of development using effective organization skills and attention to detail
• Proven experience in dealing with complaints to turn a detractor into a promoter

How to write Help Desk Manager Resume

Help Desk Manager role is responsible for interpersonal, customer, software, communications, leadership, training, design, database, transportation, organization. To write great resume for help desk manager job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Help Desk Manager Resume

The section contact information is important in your help desk manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Help Desk Manager Resume

The section work experience is an essential part of your help desk manager resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous help desk manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular help desk manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Help Desk Manager resume experience can include:

• Good customer service skills including verbal, interpersonal and written communication
• Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.MS Office 2013 application support.VMWare/VDI support
• Demonstrable experience of utilizing and applying sound business analysis skills
• Experience with Active Directory Administration and Group Policy skills
• Excellent interpersonal skills and the ability to provide verbal directions, in the language of the user (without technical jargon)
• Skilled in managing a budget, forecasting financial impacts, and experience handling 3rd party vendors

Education on a Help Desk Manager Resume

Make sure to make education a priority on your help desk manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your help desk manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Help Desk Manager Resume

When listing skills on your help desk manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical help desk manager skills:

• Sound knowledge and practical understanding of standard operating systems and software packages including: Windows, Microsoft Office and various hardware platforms is required
• Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences throughout an organization
• Prior experience managing a Help Desk team in an ITIL environment, and prior progressive experience in the technical support realm
• Assign responsibilities to effectively take advantage of team members skills and address development needs
• Supervise the day-to-day functions of the Central Help Desk staff, ensuring that priorities are set and followed and that procedures are effectively delivered
• Strong interpersonal skills and commitment to customer satisfaction

List of Typical Experience For a Help Desk Manager Resume

Experience for it help desk manager resume.

• 3) Detail oriented with strong organizational skills
• Helpdesk qualified with supervisory skills/technical leadership experience required
• Help desk qualified with supervisory skills/technical leadership experience required
• Good leadership and motivation skills in order to help lead and drive a very busy Help Desk
• Ensure an excellent level of customer service and promote good communication/ relationships with all departments and co-workers and field personnel
• 9) Management skills to, develop, mentor, motivate, evaluate Helpdesk Staff to provide consistently high levels of service, professionalism, and efficiency
• Exceptional communications skills both or and written required
• Experience with PC and Mac imaging and deployment technologies
• Establish metrics to determine the effectiveness and efficiency of the Support staff

Experience For IS Desktop & Help Desk Manager Resume

• Own delivery of excellent Help Desk service to all TOMS’ employees and contractors
• 6) Demonstrated broad technical knowledge and problem-solving ability
• 7) Strong knowledge of the varying business units, how they interact with one another and what systems are utilized
• Ensure effective communication among other support groups within the department and company
• Advanced operating knowledge of and experience with personal computers, Macintosh computers, peripherals, Windows, Mac OS, mobile devices and Microsoft Office
• Develops work plan and priorities for their area
• Interacts with business partners to identify technology needs; develops strong relationships with business partners and staff to develop solutions

Experience For Electronic Banking Help Desk Manager Resume

• Builds and mentors staff to ensure 24 x 7 coverage and experience levels sync with systems and operational demands
• Ensures excellent service and provides a strategic vision
• 18) Point of contact for all telecommunication needs. Manage telecommunication vendors to provide the most cost effective timely services
• Demonstrates ability to produce detailed solutions for a technical audience, and produce clear written communications for a non-technical audience
• Experience with and knowledge of computer systems administration required
• Helpdesk or call center experience required

Experience For Systems Operations Help Desk Manager Resume

• Escalation point for urgent resolution, queries, complaints and changes in priorities
• Experience with IPBX systems and teleconference equipment
• Experience with SaaS platforms, such as Google Apps, WebEx, and O365
• Experience with Microsoft Office and Mac Office
• Experience in a supervisory role with help desk support for deployable C2 systems
• Manage KPI metrics in order to evaluate customer experience, service levels, technician productivity and efficiency

Experience For Help Desk Manager, .T Resume

• Managing, coaching and motivating three team leaders
• Understanding of TCP/IP, DNS, DHCP, LAN, WAN, Wi-Fi, and other common networking concepts and practices
• Understanding of Healthcare/Pharmaceutical industry is desirable
• Working knowledge of Call Management Software desired
• Working closely with contracts manager and property services director
• Working knowledge of networks and the inter-dependencies between networks and the desktop and other user platforms
• Coordinating tickets that cross organizational boundaries to ensure customer satisfaction

Experience For Technical Help Desk Manager Resume

• Preparing daily reports on Incidents/Change/Problem tickets and SLA status
• Coordinating resources with teams across disciplines to ensure SLA targets are met
• Operating knowledge of typical office equipment, such as Cisco VoIP telephones, copiers, e-mail, etc. required
• People / performance management including 121’s, recruitment, building team relations, motivation and managing team workload
• Provide Help Desk supervision to on-site desktop support analysts including performance evaluations, training, feedback for promotions and disciplinary actions
• Maintain key desktop support systems such as Identity and Access Management, Inventory, Patching, Anti-Virus, Printing, Mobility
• Manage purchasing activities and processing for Mobile Mini team
• Monitor and Triage all active service requests including assignment of resources and escalation of issues according to severity and SLA
• Service and phone support to customers regarding food packaging machinery and automation systems

Experience For Help Desk Manager, Tier Resume

• Handle all incoming calls, mails and assignments regarding technical issues on installed base of equipment_
• Assist customers on site, for complex trouble shooting service issues on ad-hoc base including after-hours support
• Conduct customer training on packaging machinery and related topics
• Oversees Monitoring of all support group queues, load-balancing where appropriate
• Provides regular statistical reporting to the management team showing the productivity as well as ability to meet SLA goals for all Operations departments
• Responsible for achieving team level SLAs and supporting KPIs
• Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs
• Identify problem trends and recurring problems and work with company management to eliminate/reduce the occurrence of the problem
• Work sometimes involves traveling to remote sites

Experience For Help Desk Manager / Specialist Resume

• Be accountable for providing superior customer service/support to our internal and external end users
• Create and manage Help Desk standard operating procedures. Build and maintain the technical support knowledge base
• Document, tracks and monitors user issues to ensure proper resolution and tracking
• Prepare instructions and training material to enable the field service engineers to work more safely and efficiently
• Handle and judge claims coming from GEA Food Solutions in relation with warranty issues
• Manage the IT Help Desk to provide 1st level technical support; answering support queries via the telephone and email
• Ensure all requests are logged in the IT Help Desk ticketing system

Experience For Fiduciary Standard Help Desk Manager Resume

• Keep users regularly updated with alerts advising of any new or changed information
• Provides guidance, knowledge transfer, and mentoring to junior Support Specialists
• Develops and implements standard Help Desk operating procedures
• Leads a team of broad-based technical support specialists providing support directly to end-users of networks, systems, and related services
• Follow ITIL best practices in performing regular IT operational functions
• Monitor and report on department performance levels including call and administration statistics
• Accountable for delivering first class service levels
• Lead a Help Desk team with focus on customer service support, troubleshooting, and technical support phone, web based tools, and email

Experience For Help Desk Manager Resume

• Run daily call and ticket reports and monitor dashboards and queues handling any issues that arise
• Participate in the selection, training and performance management of the Service Desk employees
• Maintain the Service Desk Turnover log to document what occurred during the shift to foster knowledge transfer
• Responsible for providing high level technical assistance
• Ensures daily, weekly and monthly Support statistics are completed and distributed to IT management
• Develop, manage and maintain actionable metrics for the helpdesk team and ensure SLA and customer satisfaction targets are met. Report statistics to management

List of Typical Skills For a Help Desk Manager Resume

Skills for it help desk manager resume.

• Prior experience evaluating existing help desk structures/processes and finding ways to improve those
• Advanced PC skills with a working knowledge of multiple software applications including Microsoft, Adobe, and database applications
• Work under pressure and skill in organizing and prioritizing work to meet deadlines and standards
• Demonstrated experience in supporting faculty and students with Blackboard or another Learning Management System
• Demonstrated experience developing and meeting Service Level Agreements and Help Desk deliverables
• Directly related experience supporting DoD help desk operations, including supervisory experience

Skills For IS Desktop & Help Desk Manager Resume

• Proven experience of managing a help desk / call centre environment
• Network systems experience including 2+ years managerial experience
• Proven experience in managing a technology help desk or service desk
• Relevant experience hands-on and as a Manager/Supervisor in a Help Desk setting with a portion of the experience in an IT Helpdesk role
• Strong experience troubleshooting Computer Applications, Laptops, Desktops, Printers and general Computer Equipment
• Demonstrated, progressive experience in the management of a technical support team
• Communicate both verbally and in writing and to work effectively with individuals and teams, including non-technical personnel

Skills For Electronic Banking Help Desk Manager Resume

• Proven experience providing a high level of customer service in an active service oriented field
• Demonstrates progressive experience in the management of a technical support team with strategic planning for corporate applications and desktops solutions
• Understand instructional and technical processes, products or concepts, and communicate them effectively to a non-technical audience
• Skills and abilities necessary to complete the most technical business/technical support functions
• Maintain an excellent level of customer service and promote good communication/ relationships with all departments, co-workers, and field personnel
• Business process re-engineering or design skills
• Utilize Microsoft Office Suite tools including Visio, Excel, and Project effectively to create and manage project deliverables

Skills For Systems Operations Help Desk Manager Resume

• Equivalent work experience or 5-10 years’ work experience in information technology
• Strong attention to detail with an ability to handle multiple priorities, deadlines
• Evaluates proposals for systems goods and services to ensure solutions are cost effective and aligned with business objectives
• Coordinating resolution for high priority tickets
• Experience developing, implementing and providing training for Tier 1 and 2 support scripts
• Experience with employee performance management, including establishing goals, writing performance reviews, and as necessary, taking corrective action
• Experience ensuring the tracking, routing, and resolution of incident and service tickets within set standards (ServiceNow desired)

Skills For Help Desk Manager, .T Resume

• Experience managing, leading, and mentoring associate level staff
• Experience of managing and motivating a large team
• Deep-seated experience with desktop and server operating systems, including Win 7 &10
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables
• Experience using service desk software for organizing support requests (like Zendesk, ServiceNow, BMC, Jira, etc.)

Skills For Technical Help Desk Manager Resume

• Experience providing technical support in a large law firm setting
• IT operations experience, 2 of which are managing and leading people
• Strong understanding of ticketing tools, help desk metrics, and SLAs
• Knowledge and hands-on experience providing support to users using Windows 7, Windows 10 and other mainstream Microsoft applications
• Experience managing service and/or help desks responding to IT incidents and requests
• Experience managing help desks in a performance-based environment and/or managing service level agreements
• Experience managing help desk services under ITIL best practices using ITSM platform, preferably ServiceNow

Skills For Help Desk Manager, Tier Resume

• Experience leading Customer Help Desk support operations and providing problem resolution across multiple on-site and remote locations
• Experience monitoring and reporting project metrics and SLAs
• Experience with the following technologies: leading SIEM technologies, IDS/IPS, network and host based firewalls, data leakage protection(DLP)
• Strong working knowledge of Windows Operating System
• Supervises operational effectiveness during changing call volumes
• Experience and understanding of the Microsoft Windows and Mac OSX operating systems
• Experience assisting with the implementation and configuration discovery tools designed to automatically populate the CMDB
• Experience managing a Help Desk in a highly technical user community
• Experience as supervisor/manager of a customer-facing IT Service team with 5 or more direct reports

Skills For Help Desk Manager / Specialist Resume

• Extensive experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc
• Experience working in DoD system such as JWICS, NIPR, SIPR, or NSANET environments
• Experience w Remedy or similar ticketing systems
• Five (5) years of experience in at least six of the following areas
• Demonstrated ability to independently and continuously learn new technologies, and to creatively approach problems and emerging needs

Skills For Fiduciary Standard Help Desk Manager Resume

• Experience working with high-level executives and VIPs
• Experience in solving problems in high pressure situations
• Experience leading help desk or call center teams
• Experience managing IT Infrastructure teams
• Experience with IT support ticketing systems
• Experience as a Help Desk Manager, leading a team of at least 4 Desktop Support Analyst
• Experience facilitating IT controls and audits within a SOX and PCI compliant environment

Skills For Help Desk Manager Resume

• Strong technical knowledge of networks and operating systems
• Schedules and makes assignments, ensuring operations are properly staffed and service requests are prioritized over multiple shifts
• Experience with using Active Directory for User Management
• Previous experience in building new teams, systems and
• Proficient in Microsoft Office (Word, Excel, Powerpoint) and experience with helpdesk ticketing systems
• Records triage, prioritization, and categorization labeling on service requests
• Experience providing end user support
• Experience and understanding of the Android and iOS mobile platforms

List of Typical Responsibilities For a Help Desk Manager Resume

Responsibilities for it help desk manager resume.

• Good interpersonal skills including tact, diplomacy and flexibility
• Strong experience with the process of managing inventory, troubleshooting, repairing, and installing computer hardware and software
• Strong scripting experience with Powershell
• Experience managing incidents and requests within a service management tool, preferably iSupport
• Experience managing calls within an ACD

Responsibilities For IS Desktop & Help Desk Manager Resume

• 17) Acts as point person for Agency openings/moves insuring the most cost effective timely implementation
• Previous technical experience managing a team (3+ years)
• Good understanding of Windows Server environments (2008 R2, 2012 and 2016)
• Experience in Service Desk operations
• 5 – 8 years of relevant experience with at least 5 years at the supervisor/manager level
• Experience in a Help Desk management role
• Service oriented approach with a strong customer focus

Responsibilities For Electronic Banking Help Desk Manager Resume

• Collect and consolidate data across multiple data sources, develop and implement process improvements and automate where possible
• Experience with Microsoft Server and Desktop technologies
• Operate office equipment, computers, faxes, scans, copiers and phones
• Experience with desktop applications and their support
• Knowledge of and experience with information security

Responsibilities For Systems Operations Help Desk Manager Resume

• Knowledge of and experience with help desk support and operation
• Knowledge of and experience with Health and Human Services (HHS) Enterprise Performance Life Cycle (EPLC) management process desired
• Experience with Atlassian suite of products (e.g. Jira) and ServiceNow platform
• Building and maintaining reporting dashboards using Excel, Power BI and/or Jira Service Desk
• Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution

Responsibilities For Help Desk Manager, .T Resume

• Monitoring queues to ensure SLAs are maintained
• Assigning the tickets which are out of scope to Service Desk/Other Teams
• Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
• Understanding of, and the ability to qualify and report, interactions and incidents
• Work with the IT trainer to develop and update training plans, materials, and documentation for users; coordinate new user and ongoing training sessions
• Responsible for meeting and exceeding client service levels
• Document standard operating procedures and policies pertaining to the Help Desk operation
• Provide ongoing training of Help Desk staff
• Adept at implementing technology-enabled business solutions for clients as part of a high-talent team focused on over-delivering customers' needs

Responsibilities For Technical Help Desk Manager Resume

• Responsible for desktop/laptop environment for ensuring patching, anti-virus is up to date
• Supervise and direct work for one help desk support associate including hiring, development, and performance evaluation
• Monitor incoming calls to the Help Desk automated call distributor (ACD) for training and/or quality control purposes
• Has ability to gather metrics to ensure reporting requirements are being met
• Manages a team of 15-20 Help Desk staff (including Leads) tasked with supporting Education
• Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests
• Gather metrics to ensure reporting requirements are being met
• Provide weekly/monthly reporting on SLA and KPI to IT Management

Responsibilities For Help Desk Manager, Tier Resume

• Manage and insure adequate staffing levels
• Establish and maintain IT asset tracking process (Laptops, Wireless Devices, etc.)
• Foster and develop a partnering relationship with helpdesk and clients
• Create and maintain a training program for increased business, customer service, and technical knowledge
• Passionate about technology and solving problems

Responsibilities For Help Desk Manager / Specialist Resume

• Responsible for assuring users are provided efficiently and timely tier one support on a 24x7 basis
• Develop and enforce request handling and escalation policies and procedures
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency
• Attend training seminars, conferences and trade shows to broaden knowledge of current and future IT Help Desk issues and technologies
• Oversee the development, implementation, and administration of Client Services staff training procedures and policies
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary
• Manages/Coordinates urgent requests, acting as an escalation point for support issues when necessary
• Train, mentor and supervise professional service desk staff and student workers. Develop standard operating procedures and protocols for services

Responsibilities For Fiduciary Standard Help Desk Manager Resume

• Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems
• Provide Day to Day Support including PC/Laptop, Phone, Printers, Other Devices, Access Requests etc. for internal customers
• Facilitate interaction between IT and departments depending on IT as well as fosters positive communication throughout the organization
• Foster collaborative problem solving environment
• Serve as point of contact for troubleshooting network, hardware/software PC, and printer problems

Responsibilities For Help Desk Manager Resume

• Evaluate locations for a Building Health Grade and assist with action plan to address deficiencies
• Establish and report on key performance metrics based on information gathered from the ACD and service management (ticketing) system
• Ensure that standard operating processes and procedures are up-to-date
• Use & troubleshoot Microsoft operating systems and Microsoft Office applications (Word, Excel, Outlook, PowerPoint and Visio)
• Manages inbound workflow through understanding and acceptance of multiple access channels
• Ensures factors affecting service level attainment are understood and implemented

Related to Help Desk Manager Resume Samples

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Helpdesk Resume: Sample & Guide (Entry Level & Senior Jobs)

Create a standout helpdesk resume with our online platform. browse professional templates for all levels and specialties. land your dream role today.

Are you looking for a job in a fast-paced, customer-focused environment? Our Helpdesk Resume Example article provides a template and tips to help you craft a winning resume for a helpdesk position. Whether you're new to the field or an experienced professional, our sample resume can serve as a guide to showcase your skills and qualifications. With a well-written resume, you can increase your chances of landing your dream job in the helpdesk industry.

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• Why you should use a resume template

What does a Helpdesk do?

• Provide technical support and assistance to users
• Troubleshoot and resolve issues with hardware and software
• Assist with account and password reset requests
• Answer questions and provide guidance on technology use
• Document and track reported issues for analysis and improvement
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What are some responsibilities of a Helpdesk?

• Providing technical support to users
• Troubleshooting and resolving hardware and software issues
• Responding to and resolving user inquiries and requests
• Logging and documenting support incidents
• Escalating complex issues to higher-level support teams
• Training and educating users on technology and software usage

Sample Helpdesk Resume for Inspiration

Personal Details:

• Name: John Doe
• Email: [email protected]
• Phone: 123-456-7890
• Address: 123 Main Street, City, State

John Doe is a skilled and experienced helpdesk professional with a proven track record of providing exceptional technical support to end users. He is adept at troubleshooting and resolving a wide range of IT issues, and has excellent communication and customer service skills.

Work Experience:

• Provide technical support and assistance to end users via phone, email, and in-person
• Troubleshoot and resolve hardware and software issues
• Proactively identify and resolve potential IT problems before they impact end users
• Installed, maintained, and upgraded computer hardware and software
• Responded to helpdesk tickets and provided timely resolution to IT issues
• Assisted in the implementation of IT projects and initiatives
• Bachelor's Degree in Information Technology, University of ABC (2012-2016)
• Excellent troubleshooting and problem-solving abilities
• Strong customer service and communication skills
• Proficient in various operating systems and software applications
• Ability to work well under pressure and in fast-paced environments

Certifications:

• Microsoft Certified Professional (MCP)
• English (fluent)
• Spanish (basic)

Resume tips for Helpdesk

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Helpdesk resume tips. We collected the best tips from seasoned Helpdesk - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Highlight your customer service skills, as a helpdesk role is primarily focused on assisting customers with technical issues.
• Emphasize your technical expertise, including knowledge of various software programs, hardware systems, and troubleshooting techniques.
• Showcase your communication abilities, both written and verbal, as effective communication is essential in the helpdesk role.
• Include any relevant certifications or training in IT support, such as CompTIA A+ or ITIL Foundation, to demonstrate your professional qualifications.
• Quantify your achievements, such as reducing ticket resolution time or improving customer satisfaction scores, to illustrate your impact in previous helpdesk roles.

Helpdesk Resume Summary Examples

A Helpdesk Resume Summary or Objective is a concise way to showcase your skills, experience, and goals to potential employers. It can help you stand out in a competitive job market by highlighting your relevant qualifications and career aspirations. The summary provides a brief overview of your professional background, while the objective allows you to express your career goals and how you plan to contribute to the company's success. For Example:

• Experienced helpdesk professional with strong technical skills and a proven track record of providing excellent customer support.
• Skilled in troubleshooting and resolving hardware and software issues for both internal and external users.
• Ability to effectively communicate complex technical concepts to non-technical users.
• Proficient in utilizing helpdesk ticketing systems to track and prioritize support requests.
• Demonstrated ability to work well under pressure and meet strict deadlines in a fast-paced environment.

Build a Strong Experience Section for Your Helpdesk Resume

The experience section is the most important part of a helpdesk resume as it showcases the candidate's practical skills and knowledge gained through previous work. A strong experience section not only highlights the candidate's technical abilities and problem-solving skills but also demonstrates their familiarity with various helpdesk tools and software. Employers rely heavily on this section to assess a candidate's suitability for the role, making it crucial to build a comprehensive and impactful experience section. For Example:

• Provided technical support to users via phone, email, and chat
• Resolved technical issues in a timely and efficient manner
• Logged and tracked all customer interactions and resolutions in helpdesk ticketing system
• Assisted in the installation and troubleshooting of software and hardware
• Identified and escalated complex technical issues to appropriate support teams
• Collaborated with team members to continuously improve helpdesk processes and procedures
• Provided training and guidance to new helpdesk technicians
• Maintained knowledge of current technology and best practices in the helpdesk field
• Participated in on-call rotation for after-hours support
• Assisted with special projects and initiatives as directed by Helpdesk Manager

Helpdesk resume education example

A Helpdesk typically needs a minimum of a high school diploma or GED. However, many employers prefer candidates with an associate's or bachelor's degree in computer science, information technology, or a related field. Some employers may also require certifications such as CompTIA A+ or Microsoft Certified Professional. Additional training in customer service and communication skills is also beneficial for a Helpdesk role. Here is an example of an experience listing suitable for a Helpdesk resume:

• Bachelor of Science in Information Technology, XYZ University
• Certification in ITIL Foundation
• Certification in CompTIA A+

Helpdesk Skills for a Resume

It is important to add skills to a Helpdesk resume because it demonstrates to potential employers that you have the technical knowledge and abilities to effectively troubleshoot and resolve technical issues. Including a diverse range of skills can also showcase your ability to adapt to different situations and provide excellent customer service. This can ultimately increase your chances of being considered for a Helpdesk position. Soft Skills:

• Communication Skills
• Problem-Solving Abilities
• Customer Service
• Adaptability
• Time Management
• Active Listening
• Conflict Resolution
• Technical troubleshooting
• Hardware repair
• Software installation
• Network configuration
• Operating system support
• Cloud computing
• Database management
• Scripting or programming
• Security protocols
• ITIL framework

Common Mistakes to Avoid When Writing a Helpdesk Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Helpdesk resume

• Strong technical skills and knowledge of various helpdesk software and tools
• Excellent problem-solving and troubleshooting abilities
• Effective communication and interpersonal skills
• Ability to work under pressure and prioritize tasks
• Experience in providing technical support and customer service
• Detail-oriented and organized approach to handling helpdesk tickets

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Service Desk Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the service desk manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Create and manage reports to upper level management about all aspects of IT Technical Management including SLAs
• Provide weekly database status and performance reporting in order to assist the Program Manager
• Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner
• Develops key performance indicators (KPIs) and provide regular reporting for management on Desktop Support activities and metrics
• Work with the Operations Manager to establish and operationalize Service Level Agreements for key services
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
• Provide performance reporting capabilities from the call management system
• Plan work schedules for global help desk operations and assign staff to accomplish daily work by providing for variations in workload
• Active involvement in employee development through training, coaching and performance management
• Manages the overall Service Desk performance for the region of responsibility as well as the performance of individual Team Leads and Analysts
• Monitors and measures the performance and results of IT Service Desk resources and provides direct and timely performance feedback
• Provide superior communications to management, business partners and other stakeholders regarding IS performance
• Manages performance and development of team members, including policy administration, compliance, coaching, disciplinary action and recognition
• Drive continuous improvement into service desk processes through the identification and trending of key performance indicators (KPI)
• Desktop, Wide Area Network, Local Area Network and Telephone functions
• Accurately communicates pertinent information. Assists in the development and
• Information to create a work environment that lends itself to the best interests of
• Provides leadership by projecting a positive attitude, and providing learning
• Manages the Help Desk staff including consultation on performance evaluations,
• Performs duties in a cost-effective manner to avoid waste of resources without
• Monitors problem management database and follows up with assigned personnel
• Knowledge of various software application packages including a strong knowledge of Microsoft Office applications
• Professional IT Certifications, such as: A+, Network+, Microsoft MCP, MCSA, or MCSE, basic knowledge of routing and switching
• Good verbal and written communications skills with the ability to effectively document procedures
• Excellent analytical skills and attention to detail
• Strong organizational skills and multitasking ability
• Strong attention to detail
• Ability to use a personal computer. Proficiency with other Microsoft Office applications
• Ability to provide effective communication and status to manage sponsor expectations and deliverables to predefined target dates
• Knowledge of a wide rage of BT products and services, and understanding of how they support each other in providing an end to end customer quality service
• Ability to manage a wide range of cross-functional activities while meeting time sensitive and variable deadlines

15 Service Desk Manager resume templates

Read our complete resume writing guides

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• Balance technological and operational needs with financial control and communication needs
• Manage multiple operations teams
• Manage global roles with regional accountability in a matrixed organization
• Minimum 10 years of Business Technology Management experience in a request/ production based environment such as a call center or cross-functional teams
• Leadership development of document structures with minor guidance, idea generation with customer, strong spoken communication of tactical plans to team on a routine basis
• Demonstrated ability to make complex decisions or recommendations based upon experience, analysis and judgment. Holds others accountable for quality and timeliness of decisions. Capable of incorporating new information with historical information to make timely decisions
• Negotiates skillfully in difficult situations with both internal and external groups
• Root cause analysis, process improvement driver, understands where to focus priorities and resources

Global IT Service Desk Manager Resume Examples & Samples

• Lead and manage an On-Shore Service Desk organization to ensure team and individual performance levels consistently meet or exceed the needs of clients/users
• Oversee all Service Desk activities and respond to escalated service desk incidents and requests. Oversee incidents and requests including, but not limited to, the following: Windows and Mac-based hardware and software, Telephony, Account creation, Network and wireless connectivity, iOS and Blackberry devices, Video/Chat Conferencing
• Ensure working practices and processes are standardized and repeatable to support Service Desk activities
• Monitor and evaluate key performance indicators, taking action to meet and maintain Service Desk goals, objectives, and Service Level Agreements
• Monitor recorded and/or live calls from end users in order to ensure and improve quality of service
• Ensure incidents and service requests are managed effectively to Service Level Agreements
• Ensure Key Performance Indicators are achieved or exceeded
• Ensure incidents levels and associated mean time to restore are continually being driven down via documentation creation within a knowledge base, education/training of service desk representatives and/or process enhancements
• Complete staff reviews and appraisals, and develop personal development plans
• Ensure upwards and downwards communication takes place regarding Service Desk activities
• Oversee management of on-shift and off-shift staff rotation to ensure continuity of service for customers
• Provide Service Desk reporting to Executive Management within established intervals
• Facilitate and lead team meetings
• Ensure personnel receive consistent training through both formal and informal training programs
• Lead/participate in vendor management initiatives with a primary focus on continuous improvement of vendor service desk personnel and process enhancements
• Establish and maintain effective working relationships within the Technology organization
• Perform special assignments as required by the Director of On-Shore Service Desk and/or leadership team
• Provide a strategic plan for development and maintenance of proper service/help desk procedures
• Develop methodologies for increased first call resolution building strong relationships within IT and knowledge base build out
• Manage the processing of incoming calls to the service desk ensuring courteous, timely and effective resolution of end user issues
• Meet with business and IT leaders to continuously improve the customer experience through the service desk
• Develop and provide accurate business and IT service level agreements (SLA) and metrics including response time, first call resolution, individual and team statistics
• Be an active member of the Technology Standards Council to develop refined infrastructure standards, processes, and practices to be used globally
• Implement with other IT Client Service teams ticketing systems that will accurately capture all work performed
• Ensure and maintain all service tickets in appropriate ticket queues
• Dispatches appropriate technical or professional service technician
• Conduct performance appraisals including career development, merits, bonuses and disciplinary actions if needed
• Bachelor’s degree in Computer Science with a minimum of 5 years work experience working on an IT service/help desk or Associates degree in a technical discipline with a minimum of 3 years’ experience managing an IT service/help desk
• Must be a detail-oriented self-starter with minimal supervision
• Proven troubleshooting and diagnostic skills
• Demonstrated leadership ability during high pressure situations
• Strong customer communication skills (interpersonal/oral/written) with an ability to communicate complex technical design concepts and translate into non-technical business solutions
• Advanced knowledge and proven record deploying and supporting Microsoft Windows (XP and above) and Office (2003 and above)
• Proven knowledge and illustrated deployment and support of Apple OS X (10.5 and above) and basic applications
• Good understanding of and practical deployment experience of mobile messaging devices including Blackberry, iOS, Windows Mobile, and Android handhelds and tablets
• Basic understanding of the following protocols and networking services: TCP/IP, DNS, and DHCP
• Provide guidance on service desk processes and procedures to local clients and Tier 2/3 support groups
• Offer recommendations to EIS Workplace Team to improve efficiency and quality
• Track SLA’s and client satisfaction for the service desk service delivery with an eye toward identifying improvement opportunities
• Record service delivery critical information in a tracker in order to

IT Service Desk Manager Resume Examples & Samples

• Manage the process and own results of training team members, empowering them to exceed the teams goals
• Overall responsibility for performance reviews, development plans, scheduling, technology implementation and team growth
• Foster a collaborative work environment, resolve disputes, offer praise and feedback and act as an escalation point for critical issues or difficult users
• Define and enforce clear, measurable targets for operational metrics
• Receive and promptly address tickets escalated from Service Desk Supervisor to ensure timely resolution and customer satisfaction
• ITIL qualification and MCP certification is preferable but not essential

National Service Desk Manager Resume Examples & Samples

• 12 month fixed term contract
• Technical Diploma
• At least 5 years experience in in the IT industry with min 2 years Service Desk experience
• At least 5 years experience in with Microsoft Active Directory
• At least 2 years experience in in supporting 800+ workstations using Microsoft Operating Systems
• At least 2 years experience in with a formal change management corporate environment

Service Desk Manager, Managed Services Resume Examples & Samples

• 3KeyResponsibilities
• To ensure resource/ service restoration as per defined
• To review performance of Service Desk team members
• Authorized to report security breach incidences
• Authorized to raise indent for additional manpower to his/ her manager
• Authorized to interview and recommend for recruitment of manpower
• To plan and perform competence development of team members
• To approve time sheets
• 5CandidatePrerequisites
• University Degree
• 8-12 years of experience in Telecom and/ or IT Services organization
• Vendors' technical certification in Networking, Infrastructure
• The candidate should have worked for 5-7 years in Technical, Infrastructure Management, Service Desk environment
• Technical and/or functional skills: IT and/ or Telecom domain
• Good on Spread Sheet, Presentation Software
• Leadership skills: Matrix Management, Decision Making, Self Initiator, Having analytical mind, Independent working having self discipline

Service Desk Manager for Bloomberg Philanthropies Resume Examples & Samples

• Manage a team of Tier 1 and Tier 2 Service Desk technicians (5) who provide support to global organization working in four NYC offices along with remote staff
• Manage incoming calls and emails to the Help Desk to ensure courteous, timely and effective resolution of end-user issues
• Ensure staff documents ticket resolution accurately, completely and coherently
• Manage software and patch updates coordinating with IT management and System Engineers
• Oversee installations, environmental changes and SW upgrades
• Respond to requests and incidents within the SLA and report on deviations
• Monitor all opened tickets and Service Desk projects and ensure that subjects and resolutions are aligned with the Knowledge Management database
• Provide useful Help Desk and operations statistics, track and report trends in request volumes (call and email) and helpdesk subject frequency
• Provide weekly Help Desk efficiency reports
• Participate as a member of the Change Management and IT Steering Committees
• Implement Business Continuity procedures for the Help Desk staff and coordinate recovery activities with the IT Management Team
• Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, and make recommendations in these areas
• Organizes, manages and directs the work of the employees in the assigned function
• Oversees the assignment of duties and responsibilities to employees
• Observes and evaluates employees and work procedures to ensure quality standards and service are met
• Mentors, develops and provides on-the-job training to subordinates to strengthen their current performance and preparation for future advancement
• Track and analyze performance and trends
• With IT Management, establish/adjust Help Desk service levels including problem resolution expectations and timeframes
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Plan and conduct staff performance reviews and development planning
• Apple Support and Mac Integration (10.6+)
• Microsoft Server 2003/2008/2012
• Microsoft Desktop Support
• Microsoft Office 2010/2013
• IOS device management
• Anti-virus product experience
• Operating Systems and software enterprise roll-out experience
• Apple Bootcamp implementation
• Cisco IP phone administration a plus
• 5+ years of general IT experience
• 3+ years working in a Help Desk/service role (troubleshooting problems)
• 2+ years managing a Help Desk
• 4+ years in Help Desk operations that includes both Mac and Windows and documenting troubleshooting steps/instructions
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within RBC. Determine root cause of issues and communicate appropriately to stakeholders
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with business partners
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed)
• Oversee Knowledgebase and ensure quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. Manage process for communicating outage/emergency activities to the organization
• Ensure Incident Management processes are adhered to and ensure on-going review of sev 1 & sev 2 incidents
• Ensure Problem Management processes are adhered to and ensure on-going review of problem tickets
• Delegated authority for Incident and Change mgt
• Provide reporting functions to support the Production Assurance group
• Manage the weekly US CAB meeting, generate the weekly CAB and USWI High Risk Change agendas, weekly Change Review, and the forward looking Change Calendar
• Incident/Change/Problem Mgt experience
• Working knowledge of ITIL
• Ability to work as a team
• Ability to work on international issues
• Ensure that appropriately skilled and trained resources are deployed into the service and that they are working in accordance with agreed internal and customer procedures and standards
• Ensure that financial objectives are met and service profits and losses are in line with the expectations
• Demonstrate strong leadership skills
• Resilient, focused and performance driven in a dynamic and fast moving environment
• Able to work with a minimum level of supervision as well as perform under pressure and meet tight deadlines
• Management of the Service Desk on a day to day basis, including Incident, Problem, Change and Request management as the main point of contact for customers
• Management and direction of the Service Desk team members, including personnel management such as performance, absence and planning of leave
• Ensure the Service Desk owns customer generated workload and drives customer requirements
• Manages demand, capacity and SLA adherence in accordance with service agreements, balancing resources across shift patterns
• Ensures individual, team and operational development, with targeted competency plans and SMART objectives. Clear objectives and reporting to demonstrate needs, progress, timelines
• Manages information systems to deliver accurate customer outcomes – accurate processes/procedures, knowledge base, persistent gap analysis and up-skilling methodology
• Able to respond to multi-channel demand with a structured, flexible approach
• Comfortable and competent in handling initial escalations, finding appropriate assistance from the business where required
• Build and maintain a healthy KPI and performance dashboard for the Service Desk, Operation and end-to-end Service; including SLA adherence, individual/team performance, Service Desk capacity, workload metrics (using operational information, resources and personnel as required)
• Development and own Operational Development Plan for the Service Desk and work in a programmatic approach to demonstrate continued progress towards evolving objectives
• Understand, define and drive change around the Service Desk and it’s deliverables towards industry standards
• Ensure the Service Desk is dynamic and able meet fast pace of change through iterative management approach
• Develop and nurture relationships across support and the wider business (for both Incident/Problem/Change urgency and internal operational initiative buy-in)
• Represent the Service Desk, Operations and Custom to wider audiences, including customers, to explain the value of the service
• Contributing to wider business initiatives and projects as required

IT Application & Data Service Desk Manager Resume Examples & Samples

• Manage ongoing support to all employees for applications owned by the IT ADS Group making sure the appropriate resources are scheduled to effectively answer questions submitted by employees using the applications
• Manage and oversee IT Service Desk Analysts, Consultants and Business Analysts to ensure timely and accurate responses to reported issues. These responses should also be reliable, responsive, empathetic and competent
• Responsible for daily tasks and/or required maintenance (if applicable) of all LOB applications
• Manage support calendar and scheduling of IT Service Desk Analysts to ensure adequate support coverage for LOB
• Manage the processes of completing bank-required paperwork for IT related functions as directed (Customer Service Request (CSR), Fixed Asset Request (FAR), Firewall Service Request (FSR), etc.)
• Manage project and task assignments to ensure workload is balanced across all resources within the IT ADS Service Desk organizational structure
• Communicate with other Service Desk Analysts, vendors, and/or subject matter experts to solve issues with automated applications
• Own the problem management process, to include identification, root cause analysis, and documentation of problems in order to prevent or alleviate repeat outages
• Manage proper utilization of the BB&T IT Ticket Management system by IT Service Desk Analysts to ensure all calls are being logged and resolved in a consistent fashion
• Review the BB&T IT ticket management system for usage and quality of input. Use this information as a coaching, trending and motivational tool for other IT ADS Service Desk Analysts
• Develop and maintain relationships with subject matter experts for all LOB automation systems to assist with limiting single points of failure
• Maintain proper staffing levels within the IT Service Desk infrastructure to ensure appropriate support for LOB resources
• Report trends that are discovered through the support process to appropriate groups within BB&T to limit the impact to BB&T
• Bachelor's degree or equivalent education and related training
• Seven years of work experience in related field/industry and a deep understanding of the industries supported
• Threeyears of managerial responsibility in an IT Help Desk environment
• Above average communication skills with the ability to relate to all levels of management
• Strong planning, prioritizing and organizing skills
• Ability to effectively supervise and motivate employees
• Excellent decision making and judgment skills using logic and facts to determine the optimal course of action
• Self starter with the ability to work independently and communicate status to various levels of staff as appropriate
• Knowledge of the BB&T systems to be supported
• Excellent written and verbal communications skills and ability to clearly communicate technology issues/direction in a manner all levels of personnel can understand
• Proven ability to develop a cooperative and supportive team which fosters teamwork
• Understanding and ability to consistently exceed customer expectations and requirements
• Train, coach, and mentor Help Desk support team to ensure customer and business objectives are met
• Establish action and strategy orientation around ticket trend analysis and deriving direction from that analysis, work with partners to address and strategize around changes
• Own open issues and work closely with escalation partners to identify, document and monitor any and all exceptions
• Develop and support a customer focused culture
• Manage issue escalations to prompt satisfactory outcome
• Improve or recommend new processes as needed
• Provide training as needed to support strategy and changes
• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
• Ability to analyze data or statistics to manage the Help Desk SLA’s
• Continue to grow and enhance service level agreements
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
• For Program Management, must be able to create, establish and document standard operation procedures and processes that are sustainable and repeatable
• Must be flexible and able to adapt to changing needs of the business
• 5-7 years of Service Desk experience required
• 2+ years management experience required
• Previous customer service or helpdesk management experience; experience growing and developing a help desk program in the areas of quality, customer service and communication skillset areas
• Demonstrate excellence with listening, verbal and written communication skills
• Ability to navigate roadblocks and multi-task; highly organized
• Influencing and development skills to teach through example Level 1 Analysts
• Own open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions. Improve or recommend new processes as needed
• Must be available to work evenings, weekends and holiday schedule to be decided by Management
• Technical aptitude is a plus
• Manage the day-to-day responsibilities of a team of professionals who provide first level support for Visa's Global Network and Authorization systems, networks and platforms
• Assist the Business Leader in developing and managing short to longer term tactical and strategic support initiatives to meet the operational and continuity needs of Visa and its customers
• Represent the support team on cross-functional projects and ensure the timely completion of agreed deliverables
• Measure the overall support effectiveness and quality of work through metrics in order to maintain the standard of the Visa brand
• Manage the change activity across all production and development network and authorization systems ensuring risk is managed, system and service disruptions are kept to a minimum and service levels maintained
• Represent the Service Desk team in relevant meetings such as process improvement and initiatives meetings
• Will understand and adhere to the current escalation and critical situation management process within the Global Operations Service Desk
• Responsible for the internal and external communication of issues to management, other internal support groups and the customers via pages, email broadcasts or phone
• Must Develop an in-depth understanding of transaction message flow and the different types of exceptions that can be encountered resulting in cardholder impact
• Experience managing a large team in a very diverse and de-centralized environment
• Ability to interpret and represent technical issues into business concepts and solutions to multiple levels internally and externally
• Effective professional verbal and written communication skills and solid presentation skills
• Leads by example
• Clear understanding of Visa's authorization systems and network
• A minimum of 5-7 years' experience in a network and authorization technical support role
• Working without supervision, this role requires the ability to triage multiple simultaneous issues and manage all to an effective resolution
• Determine when escalation takes place. There will be frequent reviews of work completed and specific instruction provided, usually in the form of written procedures
• The scope and variety of this role is wide, but within a highly structured setting

Associate Service Desk Manager Resume Examples & Samples

• Manage the day-to-day responsibilities of a team of professionals who provide first level support for the Open System platforms (Windows and Unix), associated applications and services
• Provide management leadership to members of the Visa operations Command center (VOCC) team including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
• Build relationships with all supported customers and service providers (internal and external) and act as a liaison to identify opportunities and challenges and to implement solutions
• Ensure that system and service disruptions are kept to a minimum and service levels are maintained
• Demonstrate technical leadership skills in day-to-day work; take ownership of critical issues where appropriate, drive incidents to resolution in a timely manner as dictated by the impact and severity of the problem
• Experience managing a large team in a very diverse environment
• Ability to interpret and represent technical issues into business concepts and solutions to multiple levels
• Effective professional verbal and written communication skills along with solid presentation skills
• Strong reporting and documentation skills
• Bachelor's degree, or equivalent industry experience
• Assign, prioritize, and track writing projects for the department. Set agendas and calls department meetings to discuss issues concerning the help desk staff, such as style and template revision, hardware and software issues, and department policies and procedures
• Manage help desk resources for optimal performance; oversee the delivery of day-to-day technical helpdesk efforts including receipt, prioritization, documentation, and resolution of information systems products and services
• Participate in the development of a service level agreement and ongoing management of service level compliance
• May write or lead proposals that require a high level of functional or client expertise
• Bachelor’s degree in Management Information Systems, Decision Sciences or two year degree with equivalent work experience
• Direct supervision of Help Desk Technicians
• Manage and develop the IT Service Desk to deliver an outstanding level of customer service to all 1,500 computer-users in the UK/I, across 6 locations
• Provide on-site support for office-staff, remote support for field and ‘agile’ workers
• Degree qualification, or equivalent in Computer Science
• ITIL V3 Foundation Certified
• Strong skills in Microsoft Windows platforms (in particular Windows 7)
• A good working-knowledge of Microsoft’s Active Directory and Exchange 2010 principles
• Strong skills in an ITSM platform for Incident / Asset Management and Service Requests
• Provide management and leadership to members of the Service Desk team including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
• Improve work processes, procedures and systems while reducing Visa's exposure to financial loss
• Build relationships with all supported customers and service providers (internal and external) and act as a liaison to identify opportunities and challenges and implement solutions
• Act as delegate to the Business Leader in his absence
• Manage team workload; ensure all incidents, problems and requests are prioritized, assigned, resolved or acted on in a timely manner; ensure all incidents and problems have root cause identified where possible
• Working with the appropriate groups to, administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentor team members on these policies and procedures
• Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software
• Maintain technical skills through participation in ongoing training
• Bridge Stewardship in support of timely resolution of internal issues
• Attend and participate in Change and Problem Advisory Board meetings
• Three to seven years of Service Desk experience with a demonstrated pattern of increased responsibility
• Information Technology Infrastructure Library Foundation Certificate (ITIL) V3
• Team management / people development
• Strong knowledge and/or experience in team management, preferably in a support and/or call center environment
• Excellent interpersonal skills, strong customer orientation and ability to work efficiently with a team or individually
• Ability to communicate effectively in both English and French (Written / Spoken: 5, 5, 5)
• Ability to plan and prioritize independently
• Strong problem solving abilities including initiative to handle issues in a proactive manner
• Advanced knowledge of Microsoft Excel
• Working knowledge of other Microsoft Office tools (Word, PowerPoint)
• Knowledge of Bell applications an asset (ex: IPAIRS, ACCESS, ASA, FWFM, NRMS, CLICK)
• Bachelor’s degree in computer science or equivalent experience
• Minimum three (3) years of experience with IT operations or delivery
• Minimum five (5) years of experience with Service Delivery, Client Management or Team Lead Experience including supervision experience
• Minimum five (5) years of experience as Technical Admin or Engineering
• Good technical aptitude, understanding and troubleshooting skills
• Proficiency with MS Office suite of products
• Excellent customer service orientation and ability to communicate with users at all levels of computer proficiency
• Experience within a LAN and WAN environments
• Knowledge of systems best practices and standards and ability to apply them within a business environment
• Ability to direct others during high pressure situations involving customers, leadership, technology teams, and third party service providers
• Detail orientation with an ability to manage multiple projects and deadlines
• Manages the day to day operations of the Service Desk function. Provides support to Association offices and affiliated branches to ensure that Business Technologies (BT) related needs are addressed in a timely and cost effective manner
• Hires, trains, and manages Service Desk staff coordinating and monitoring work volume while creating a team which provides high touch customer service to computer users
• Creates and maintains up to date support procedures and documents for trouble-shooting for the supported systems. Researches and resolves Level 2 technical issues and assists in the resolution of Level 1 issues as needed. Recommends changes that would streamline the procedures within the Association and based upon ITIL guidelines
• Supports the Desktop Analyst to configure and install various PC related hardware and software components and troubleshoots problems found. Assists with the implementation of software and/or hardware upgrades including PCs, servers, and anti-virus systems
• Performs setup and maintenance of user profiles within the MS Exchange and address books
• Assists with the maintenance of and manages in accordance with existing service level agreements
• Manages and coordinates the hardware refresh cycle
• Updates records and generate reports within the PC Audit and Service desk ticketing systems
• Acts as a resource in the event of disaster or service disruption
• Minimum 5 years experience in an IT technical support role supporting operating environments and PC/Server operating systems (Microsoft Windows)
• 3-5 years experience hardware and software installation and maintenance
• 2-5 years previous supervisory experience preferred
• Exceptional interpersonal skills: can operate successfully with cross-functional teams
• Strong communication and customer service skills
• Ability to work in a collaborative team environment
• Proficient time management and organizational skills
• Ability to comprehend and document technical issues with attention to detail
• Ability to manage, prioritize, and communicate status of multiple tasks simultaneously
• Knowledge of Windows Operating System Environment and Active Directory
• IT Infrastructure Library (ITIL) experience or certification preferred
• Experience with workflow and ticket management systems such as ServiceNow
• 5+ Years proven experience managing a service desk or call center
• Computer Science degree preferred
• Ability to write technical documentation, processes, procedures, and work flows
• SharePoint 2007 experience required, SharePoint 2010 experience preferred
• Competent to provide desktop support, and minimal server administration
• Acts as the Subject Matter Expert for provided services and mentors Jr. Service Desk technicians
• Good communication skills; shows tact, effective listening skills and follow through
• *Please note that the expected start date is Apirl 1,2017***
• Minimum of three (3) years of experience managing a Service Desk using the BMC Business tool suite for a large enterprise network
• Minimum of three (3) years of experience with ITIL V3-based Service Operations and IT Service Management
• Currently possess and maintain ITIL V3 or 2011 Intermediate certification
• Manages the Service Desk and all incidents and service requests initiated by the customer
• Develops, documents, and implements all policies related to the management of the Service Desk
• Develops, documents, and implements a comprehensive change management policy for all IT assets related to the CVCS program
• Develop and manage the Service Desk’s Service Catalog
• Work with Subject Matter Experts to gain an understanding of their roles and backfill their positions as required supporting time-off / surging support. This can include tasks such as configuring Dedicated Short Range Communication devices or some system administration tasks
• Support Connected Vehicle Core System user’s efforts in their testing and development of connected vehicle applications
• Service Desk operations / Change Management
• Working knowledge and understanding of ITIL is required
• Experience with Linux, basic networking, and server administration is a plus
• Experience with Samanage Service Desk software is a plus
• Experience with software development, ASN.1, SAE J2735 and IEEE1609.2 - 4 a plus
• Maintain disaster recovery plans for clients
• Perform Business Impact Analyses for both Capgemini and external clients
• Maintain Life Safety documentation
• Conduct annual life safety drills (fire and severe weather)
• Work with disaster recovery vendors on behalf of clients; maintain and update vendor contracts
• Coordinate and conduct client disaster recovery exercises offsite (primarily at DR vendor locations)
• Support sales pursuits from a DR perspective
• Maintain documentation and documentation standards in compliance with the Quality Management System
• Qualification: Bachelor’s degree and/or required years of experience
• Should be proficient in Negotiation and Vendor Management, Continuous (Service) Improvement and Transition Management
• Should have progressing skills in Financial Analysis
• Ensuring the efficient and effective operation of the multilingual Service Desk in Sibiu
• Elaboration and implementation of strategies for the development of our Service Desk
• Setting and meeting performance targets for Quality, Speed, Efficiency,
• Experience in a multinational, BPO or captive Contact Centre environment
• Excellent communication, management and skills
• Willingness to travel and operate in a truly global and multi-cultural 24/7/365 fast paced and highly customer service and quality driven environment
• Ability to set the strategic direction of the team
• Strong stakeholder management skills
• Experience in customer service is required
• Solid understanding of contact centre reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Crisp problem solving, analytical skills and decision making skills

Oracle EBS Service Desk Manager Resume Examples & Samples

• Hardware/Networks/Operating System Interaction - The ability to understand the basic tenets of the physical IT system and that system's relation to the application
• Production Support - Experienced in multiple aspects of production support processes, including monitoring and troubleshooting customer response and physical security
• IT Change Management Process - Ability to systematically control changes to Information Technology (IT) systems and maintain their integrity and traceability throughout their life cycle
• Analyze Issues - Understands complex concepts and problems and identifies how they relate to key processes
• IT Architecture - Knowledge of concepts and philosophies regarding the design and deployment of information technologies and associated architectural concepts, principles and tools
• Experience as Oracle Application Functional/Technical consultant with responsibility of leading development team to deliver business capabilities
• Prior experience in managing Oracle Application production support environment. Understands support processes and should have ability to identify and lead support processes creation and improvement work
• Ability to lead team of multi-discipline resources for triaging business critical IT system issues. Help remove obstacles to expedite resolution and maintains appropriate stakeholder communication including Senior IT Leadership
• Accountable for compliance to Service Level Agreements, ensuring that cost, quality and delivery requirements are met or exceeded
• Identify and manage risk within area of responsibility and escalate when appropriate
• Manage team of SCERP Service Desk Experts with a defined set of deliverables, goals and objective
• Manage SCERP Service Desk Operations to ensure services are delivered aligned to SLA and metrics
• Ensure team adherence to all IT processes, policies, and procedures including IT Security
• Responsible of IT Controls compliance for the Team
• Engagement with customers in their respective function or business area
• Associate's Degree or Apprenticeship, or equivalent combination of education
• 6 to 8+ Years experience
• Technical certifications preferred

Lead IT Service Desk Manager Resume Examples & Samples

• Develop trust with clients, customers, teammates, and members through transparency, accountability, and credible action
• Practice ownership and responsibility for all IT Support Management Services issues to ensure a high degree of customer satisfaction
• Develop a performance measurement framework in conjunction with internal and external stakeholders and facilitate feedback to team members on customer service issues, communication, and technical skills in order to enhance the quality of support delivered
• Participate in the development of Service Level Agreements (SLAs) and ongoing management of service level compliance
• Provide daily, weekly and monthly metrics driven status reports to leadership
• Act as the primary liaison to clients and leadership for all IT Support Service issues
• Maintain a high level of team morale and manage IT Support Service resources for optimal performance
• Proactively monitor dashboards and program statuses to provide operational awareness to customers and ensure all issues and incidents are responded to in a timely manner and tracked to resolution
• Collaborate effectively with dispersed, cross-organizational support desks staff
• 5-10 years leading an ITIL V3 based or ISO 20000 certified service desk operation in a complex, dispersed IT Cloud Computing environment providing 24x7x365 customer support
• 10-15 years of experience in IT Support Services
• Deep expertise in the function of tiered help desks (all tiers), including asset management, configuration management, and the deployment of new hardware/software/services
• Willingness to accommodate new or changed scope and areas of responsibility for Service Desk functions are essential
• Candidate must possess a customer service, mission-first mindset and an excellent working knowledge of managing customer relationships
• Familiarity with enterprise ITSM tools (BMC Remedy, Service Now, Siebel, etc.) and technical expertise/background in Windows, Linux and Cloud-based technologies including AWS
• Expertise migrating, consolidating or modernizing enterprise IT help desk organizations is highly desired
• Bachelor degree or higher in a technical field or IT-related discipline
• Exceptional oral and written communication skills and strong negotiation and mediation skills are a must

Latam Service Desk Manager Resume Examples & Samples

• Set team goals, objectives, strategy, monitoring daily, weekly, and monthly metrics and performance
• Serve as a liaison with our internal customers, communicating trends and resolving related issues jointly
• Establish daily priorities and manage workflow so as to ensure that timeliness and quality standards are met
• Assist in audit and compliance efforts for department
• Monitor daily service levels for customer inquiries relating to the P2P and Sourcing processes received via both telephone inquiries and emails and modify resource responsibilities accordingly
• Participate and assist in coordination of service meetings with key country partners
• Identify improvement opportunities within the Service Desk environment and work with the overall team to drive change to improve efficiency and service
• Support the handling of customer calls, emails and tickets when appropriate based on service levels, coverage and status of management escalations
• Make evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents
• Applies good understanding of how the team and area integrate with others in accomplishing the objectives of the sub-function / job family
• Deals with most problems independently and has some latitude to solve complex problems
• Manage and report on the performance of the function utilising key performance indicators (KPI-s)
• Ensure that all the relevant policies are applied, built into the daily processing and shared with the staff
• Act with urgency, courage and conviction
• Be accountable - own the outcome
• Operational experience in a shared services environment is critical
• Experienced at managing a team in a constantly changing environment
• Experience of banking or financial services may be an advantage
• P2P background is an advantage
• At least 2 year customer service background, preferably in a fast-paced call center environment where handling a high volume of inbound calls was experienced
• Relevant customer service / helpdesk experience
• Full understanding of P2P and and Helpdesk processes
• Experience in projects improvements process (Efficiencies
• Fluent in written and spoken English , Spanish and Portuguese
• Good Process Improvement Skills
• Organizational and planning skills
• Highly numerate with well developed analytical skills
• Demonstrated ability to build high performing teams
• Basic College (BA) or (BS) preferred
• Significant Information Technology Management level experience gained in a complex IT environment with a clear track record of successful delivery
• Specific management experience of delivering a Service Desk function within an IT Service Management environment based upon ITIL principles and processes in a Higher Education institution or Public Services organisation
• Proven ability to communicate at all levels, with both technical and non-technical audiences, and to simplify complex issues and concepts, both through presentations and through clear written documents
• Able to broker relationships with stakeholders at all levels, demonstrating the sensitivities required to balance and resolve the tensions in working with a wide range of contacts (both internally and externally at senior level)
• Proven ability to shape developments through active participation and leadership of teams and groups
• Professional understanding of modern IT technology and its application in a University / IT services type environment including awareness of current and future trends
• Equipped to take leadership of incident and problem management scenarios
• Degree level education in technology and / or business management (or qualified by experience to run large scale technology centric operation)
• Direct University IT experience and / or other public sector experience but ideally with some non public service sector exposure
• Management qualification in ITIL, or similar
• Review of Service and Operating Level Agreements proposed by Service Managers, Business Partners, or Supplier Manager
• Ensuring that IT projects or programmes have well defined and agreed plans for transition into live service, specifying acceptance criteria for IT solutions to enter operational service
• Considerable ITIL programme experience including reporting on Service Level Management, Capacity Management and IT Service Continuity Management
• Experience leading and managing a team of direct reports, in both local and offshore settings
• Significant experience in incident management including managing and responding to SLAs; communicating to internal and external stakeholders, and following disaster recovery plans
• Experience with desktop support and remote configuration
• Tertiary qualification within the field of IT

Service Desk Manager ES Australia Resume Examples & Samples

• ITIL and Service Delivery
• Risk Management
• Stakeholder and Vendor Management
• Telephony support (mobile, PABX voice recording)
• Tender and Pricing Management
• Purchasing and Budgeting
• Ensure provision of high quality support from initial call response and triage through to resolution by the Service Desk team, working to agreed SLAs
• Support includes desktop hardware and software, phones, mobile devices, remote access and other IT service requirements
• Oversee Service Desk calls, ensuring that calls are appropriately logged, prioritised and categorised. Follow-calls through to resolution (via Service Desk or other resource, internal or external)
• Identify evolving end user requirements and recommend changes in Service Desk support that may be necessary. Work with the Senior Director, Client Services to implement agreed changes
• To liaise with users and other Company employees so as to help ensure that they are gaining the maximum benefit from the Company’s computer systems and network
• Liaison with key suppliers; with the Senior Director, Client Services, co-ordinate Service Desk budgeted spend for end user hardware and software
• Ensure that high priority and VIP calls are properly identified, assigned and dealt with promptly
• Monitoring call resolution progress and where necessary following up with IT staff to whom calls have been assigned
• Oversee and co-ordinate repairs to faulty equipment and swapping / provision of loan equipment while repairs are organised
• Via the Service Desk team, arrange set-up and preparation of new equipment (building notebooks and desktops, installing devices etc.)
• Communicating details of system problems and availability, and planned outages to end users and IT
• Ensure compliance with Warner’s IT General Controls (ITGC) and Sarbanes Oxley (SOX) procedures, reviews and reporting, with special consideration to user on-boarding and departing. Undertake periodic audit reviews and support audit enquires
• Ensure proper maintenance of the inventory of all deployed hardware and software, including licences and loan devices via the Service Desk team
• Management of the Service Desk team members (to include performance reviews and personal development)
• To undertake any additional tasks and projects as requested by the Senior Director, Client Services
• Mac OS and iOS experience
• Windows 7 Desktop
• ITGC and SOX Compliance
• MS Exchange 2010
• Strategize and work with various Dimension Data departments to optimize ticket call management such as (process teams, Service Management teams)
• Report and analyze ticket quality control metrics
• Drive the transformation of the service desk through the implementation of ITIL best practices
• Responsible for ensuring compliance of Managed Service Desk performance related to adherence & compliancy of SMSO global processing
• Maintains ownership of processing all managed service requests
• Ensures that all Service Desk Agents are fully trained on all procedures to ensure a consistent client experience
• Aligns with training team to ensure documentation and training guidelines are scalable, measurable, and can be consistently implemented with minimal resource requirements from the Service Desk
• Conducts regular meetings with customers & global service centers
• Partners with all internal resolver teams to ensure the highest quality of delivery service possible
• Scheduling including vacation and holiday coverage
• Monitors capacity and motivates for additional resources as necessary
• Conducts annual performance reviews
• Establishes career development paths and succession plans
• Maintains regular staff communications via formal individual meetings and formal team meetings
• Excellent business savvy, interpersonal, communication and organization skills
• Ability to establish and follow procedures, multi-task and prioritize tasks
• Ability to converse verbally and in writing with customers and employees
• Demonstrated history of attributes consistent with culture: can-do attitude, customer-focused, flexible, initiative, quality-conscious, responsive, teamwork and contributing to other’s success
• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc
• Develop in-depth knowledge of the service catalog and how it relates to customer's needs
• Involvement in the design and building of new services
• Conduct performance evaluations and mentor those with less experience
• Develop training programs to develop and refine the skills of the service desk team
• Facilitate regular service desk team meetings and service board reviews
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as they occur
• Review and approve the service desk team's time and expense sheets in ConnectWise
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of industry applications, processes, software, and equipment
• Strong organizational, presentation, and customer service skills
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
• Skill in planning and preparing written communications
• Skill in leading people and getting results with a strong customer orientation
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Service awareness of all organization's key services for which support is being provided

Information Management Service Desk Manager Resume Examples & Samples

• 4 plus years' service desk management experience
• Conduct Service Desk Management
• Conduct customer interaction and follow-up
• Maintain status of all SRs
• Coordinate with IM section managers on SRs
• Maintain IMSD performance metrics
• Conduct CWS content management
• Conduct Collaborative Workspace (CWS) development
• Maintain IMSD CWS pages
• Maintain IMSD SR database
• MS Office, jQuery, JavaScript, Cascading Style Sheets (CSS), Hypertext Markup Language (HTLM)
• Information Technology Infrastructure Library (ITIL) V3 and ITIL Service Desk certification
• Conduct IT service management for the MEF’s 40,000 IM/C2 consumers, content managers, and includes managing SRs for the department’s section tasks
• Service desk management experience to include. Conduct Service Desk Management
• Conduct content management
• Conduct Collaborative Workspace (CWS) development.1
• Proficient with MS Office, jQuery, JavaScript, Cascading Style Sheets (CSS), Hypertext Markup Language (HTLM)
• Advanced knowledge of the principles, methods, and techniques used in computer troubleshooting and support
• May require professional certification in one or more specific technologies, depending on job assignment
• This position is deployable

Service Desk Manager TS / SCI Required Resume Examples & Samples

• Excellent communication skills and ability to interface directly with customers and Sr. Leaders
• Is knowledgeable and technically proficient in the entire range of business applications, hardware, operating systems, and networking
• Can effectively provide direction and guidance to less experienced staff and increase their proficiency
• Ability to interpret user comments, identify problems and provide timely resolution, on complex technical issues
• Detail oriented and organized; able to understand information systems and ensure accuracy of work
• Reviews the work of others and is able to detect errors or needed modifications
• Ability to identify and resolve problems, service inadequacies and process gaps
• Has technical knowledge and experience executing all phases of information systems operations
• Ability to create, manage and update weekly work schedules
• Ability to create, manage and update an employee training plan
• DoD 8570 Certification required (IAT Level II or higher)
• BA/BS or 10+ years of experience required
• ITIL v3 certification required (within six months)
• 8-10 years of related information systems experience, including supervisory experience
• Manage the Service Desk team’s daily activities and performance
• Ensure consistency of overall team performance specific to quality of technical and customer service support in conjunction with Service Level attainment, by maintaining and enforcing standards/procedures for resolving technical issues
• Consistently manage client expectations, ensure delivery of the highest quality service, and solicit and act on client feedback
• Constructively and effectively communicate with all groups to guarantee customer expectations are met
• Mentor / Coach direct reports (Team Leads)
• Facilitate regular Service Desk team meetings / team communications
• Finance & Reporting
• Improve usage of IT support resources and increase productivity of the team
• Responsible for creating, reviewing and acting upon staff performance metrics
• Review and approve Service Desk member’s timesheets
• Ensure accuracy of internal or client-facing reports (metrics, KPIs, SLA attainment)
• Experience in ITIL and ITSM methodology
• Competencies in MS Office, other ticketing tools and common communications tools
• Supervise and manage day to day operations of front line (Tier 1 and Tier 1.5) resources assigned to the Service Desk, ensuring incidents and service requests are worked efficiently within the agreed SLAs
• Manage and monitor five (5) service desk leads, identifying workforce issues and designing and implementing corrective actions
• Manage, train and develop service desk analysts ensuring high level of motivation and engagement
• Develop and maintain staffing schedules to ensure 24x7 coverage of Tier 1 and Tier 1.5 personnel
• Conduct regular performance and 1-2-1 review meetings and address performance issues
• Design, test and deploy Remedy Self Service and BOMGAR remote support tools
• Minimum of 6 years working on an Service Desk, at least 3 of which was in the role of Team Lead
• Strong understanding of Service Desk systems and processes with experience using BMC Remedy
• Assist global user base with BAU application function and usage issues
• Bulk data entry service and support
• Metrics creation and reporting
• Data Verification and Follow-up
• Application release testing support
• Analysis of connectivity requests and corresponding entry into application
• Support internal and external audits of the various processes and procedures in use
• Bachelor’s Degree is a must
• 5+ years working in an Information Technology related field a must
• Working experience with ITIL (Information Technology Infrastructure) and ITSM (Information Technology Service Management) a plus
• Analytical mindset with an emphasis on ability to see, and act on, the big picture
• Ability to create and maintain favorable relationships with stakeholders
• Demonstrated ability to build a new team is a plus
• Intermediate understanding of network infrastructure specifically knowledge of Firewall, Proxy, ACL, and AppSense technologies is a plus
• Ability to plan, implement, and monitor operational efficiency metrics
• Flexibility to adapt to changing demands and priorities
• Problem Solving - able to assess situations and make decisions in a systematic and decisive manner

Global Service Desk Manager Resume Examples & Samples

• Manage team of service desk analysts, team leads and supervisors providing first and second line support for a global healthcare organization
• Oversee daily operation of service desk activities in conjunction with shift supervisors
• Recruit and hire service desk staff
• Formalize training program for service desk staff
• Promote professional development of service desk staff through performance reviews and coaching opportunities
• Develop strategy to manage changing Alere business needs and developing IT organization
• Align service desk structure, policies and service offerings according to ITIL best practice
• Expand knowledge base of processes, procedures and support documentation used by service desk staff and end users
• Establish incident models to create a consistent roadmap to resolution for commonly recurring issues
• Ownership of Incident Management and request fulfilment processes as handled by the Service Desk
• Manage escalation of high priority incidents and requests
• Owner of Major Incident Management Process. Utilizing in-team Major Incident Managers to coordinate M.I. bridge calls, bringing together needed IT support groups to respond to and resolve major incidents
• Communicate all business impacting events using IT Service Alerts
• Work with service delivery and other IT support groups in the development of service and operational level agreements
• Manage service level compliance through review and analysis of actual service performance against published SLAs
• Measure service levels and quality standards for all tickets/emails/calls handled at the service desk through KPI reporting
• Identify opportunities for service improvement on a continual basis
• Lead integrations of new and non-supported business units into service desk
• Proactive and self-motivated approach, able to work independently and able to solve problems in a fast-paced environment
• Works independently / part of a team to produce solutions in support of customer service level agreements
• Addresses immediate service needs of all end users regardless of Business Unit affiliation
• Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
• Self-motivated and team oriented approach, able to work well with direction and independently
• Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, management and internal / external audit teams
• Understands and is aware of the quality consequences which may occur from the improper performance of their specific job. Has awareness of device defects that may occur in their area of responsibility, including product design, verification and validation, manufacturing and testing activities
• Bachelor’s Degree in a relevant discipline or equivalent combination of education and experience
• ITIL V3 Certification at the Intermediate Level (Service Lifecycle)
• Previous experience of managing a Global Service Desk in an organization with a similar service portfolio
• Excellent knowledge and understanding of ITIL processes and practical experience of having applied this successfully
• Good understanding of industry standards in relation to service desk management
• Strong technology awareness in line with technologies in use within the IT services portfolio
• Previous experience of dealing with external Audit companies
• Experience of improving efficiency and processes within a support environment
• Sarbanes Oxley (SOX) compliance knowledge
• Computer Systems Validation (CSV) awareness
• A working knowledge of ServiceNow (ITSM)
• University graduate with a technical focus
• 2+ years previous Technical Support Center Management experience required with an emphasis on business to business interactions
• Strong track record of managing a high performing team in an Enterprise environment
• Experience in leading support teams for software applications with an emphasis on server based applications
• Passion for performance management and execution against operational targets (KPI’s)
• Enterprise Software / SaaS industry experience
• Experience working in a team environment and managing a diverse workload
• Flexible, with ability to change priorities quickly, and capacity to handle multiple tasks
• Manage the daily departmental operations as well as achievement of quality service level standards to ensure exceptional customer service
• Hire, develop, coach, support and mentor staff members in order to maximize employee performance
• Effectively set and monitor departmental goals, ensuring that both service level and budgetary targets are achieved
• Seek out departmental process improvements, as well as encourage and reward employee ownership in the development and integration of new processes
• Lead help desk initiatives or projects
• Foster and facilitate inter-departmental communications and share best practices and process improvements
• Monitor staffing levels to ensure new services and products are being planned and rolled out to Help Desk staff properly
• Develop service improvement process reports and action plans when service levels are missed
• Build and enhance positive working relationships with peer groups, including but not limited to, Workstation Production Support, Network Engineering, Server Support, Information Security, Call Center Operations, and various product development groups
• Research undocumented services and products and establish appropriate procedures
• Implement emergency procedures and direct work when emergency situations arise
• RECRUITER MUST EDIT BASED ON LOCATION: Bachelors/Degree or equivalent experience; Typically requires a minimum of 5-7 years experience in customer service or help desk role in the financial or information services industry with minimum of 3 years management experience preferred. (AP, Canada, LAC, US) OR Professionally qualified or equivalent with professional experience, experience managing small team or equivalent combination of education and experience. (CEMEA)
• Proven record of establishing and implementing objectives and tactical plans from overall direction and strategy
• Effective professional level verbal and written communication skills
• Demonstrated strong leadership capabilities and interpersonal skills
• Advanced level of technical understanding in order to properly lead the Help Desk team in their efforts to resolve technical troubles
• Solid project management skills
• Drives the overall people management process including training, certifications, employee engagement, rewards and recognition and performance improvement planning
• Responsible for the customer satisfaction of the region under their responsibility
• Maintains proper staffing and ensures that service level targets are met
• Works closely with the recruitment team to manage the hiring process to ensure that the Service Desk is appropriately staffed at any given time
• Builds relationships with resolver groups and ensures smooth working relationship between Service Desk and other resolver groups
• Works with Training, Process and Tools Lead as well as with IT Service Desk Senior Manager / Director for operational, technology and tools changes that will impact the end user experience as well as the delivery of Service Desk services to the end users
• Own the regular weekly and monthly performance review meetings
• Continuously proposes innovative ideas and find better ways that Service Desk delivers its services to improve customer experience
• Implement policies, standards, practices and security measures to ensure timely and secure support, protecting our customers and our services for 100% availability
• Strong people management and performance management skills
• Strong interpersonal skills, verbal and written business communication skills
• Team building and mentoring skills
• Strong IT operations management experience and able to handle critical situations
• Demonstrated experience in rolling out Service Desk best practices
• Bachelor’s Degree in a related field. Applicable experience above the minimum required can be used in place of a degree
• Minimum nine years of Information Technology Management experience
• Minimum six years of management experience. Preferred leading Help Desk or Service Desk environment
• Prior experience running a 24*7 operational function, preferably an L1 function such as Service Desk or Operations
• Prior experience with vendor management
• Ability to multi-task, work independently and prioritize departmental workload based on direction from senior management and/or customer
• Proven Customer Service skills including the ability to focus on building customer relationships and responding to customer needs
• Strong coaching and feedback skills
• Ability to instill sense of urgency and be able to motivate the same sense of urgency in those under his/her leadership
• Supervise and manage the job performance of SD staff, including exercising discretion in evaluating job performance and determining appropriate corrective action, analyze work flow, establish priorities and delegate tasks in order to meet deadlines
• Develop, communicate, and enforce company IT policies, standards and procedures to SD team to ensure alignment with company goals
• Provide technical guidance and support for SD staff to ensure effective and efficient incident response and IT services delivery
• Perform the role of Incident Manager to ensure incidents and service requests are handled according to Service Level Agreements including timeliness and effectiveness. Identify and implement incident process improvements to support continuous service improvement
• Build an engaged, self-supporting SD team within the IT Operations group to ensure department productivity and efficiency
• Maintain and publish the IT Service Catalog including identification of operational IT Services
• Provide effective communication of the operational status of IT Services including outages and degraded performance. Interface with IT personnel to ensure effective communication of business impact of IT service issues
• Identify recurring incident types and interface with Problem Management processes to improve service levels and efficiency through root cause identification and resolution
• Act as the Customer Advocate with IT Support to ensure customer needs are communicated and addressed. Interface with Change Management to ensure end users are properly represented regarding planned changes
• Develop and maintain IT documentation to enable consistent standards and operating procedures
• 7+ years relevant experience in network and PC support for a multi-site business environment
• 2+ years supervisory experience
• Knowledge of cost accounting, budgeting, and forecasting
• Excellent customer service, advocacy and interpersonal skills
• Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. This job is a fully qualified, career-oriented, journey-level position
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Internal and external contacts often pertain to company plans and objectives
• Determines methods and procedures on new assignments, and may provide guidance to others
• Working knowledge of latest MS workstation OS and remote support tools
• Ability to manage, direct, and provide guidance and leadership to personnel in remote locations
• Capacity to solve problems and make decisions in a clear and decisive manner
• Excellent written and oral communication skills, with the skill to convey ideas to both business and technical team members
• Working knowledge of the Microsoft Office Suite
• Ability to convey technical concepts and ideas to non-technical personnel
• Ability to abide by Granite’s Code of Conduct on a daily basis
• Commitment to conduct Business unit IT operations in a manner consistent with Corporate IT policies, procedures and standards
• Practical knowledge of standard business practices
• Ability to work with minimum daily supervision
• Ability to work both collaboratively as a team player and independently as required
• Demonstrate a high degree of patience with an ability to work with all levels of management and staff
• Ability to learn new technologies and systems quickly
• Demonstrate strong time management skills and consistent follow through
• Ability to prioritize workload, especially under pressure
• Travel to plants, satellite offices and job sites may be frequent with some extended daily and weekend hours required

Senior Service Desk Manager Resume Examples & Samples

• Bachelor’s Degree in related technical discipline with 7-9 years of experience, or additional experience in lieu of degree
• Working knowledge of Microsoft Windows system administration tasks including: Windows Server 2008/2012, Active Directory, iOS or Android platforms, iPhones, iPads, BlackBerry Enterprise Server, BlackBerry 10, BlackBerry 12, RSA, Citrix, and SCOM monitoring tool
• Working knowledge of IT service delivery best practices in incident and service request resolution and management
• Experience with Citrix XenMobile or other mobile device management (MDM) solutions
• ITIL ® Foundation certification
• Proven work experience as a Help/Service Desk Manager
• Experience managing a team of 40+ staff
• Ability to work efficiently in a fast paced, dynamic environment
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with problem-solving skills
• Experience with Automated Call Distribution (ACD) Systems
• Proficiency in Remedy v7 and higher
• Microsoft A+ or higher certification
• ITIL v3 certification
• Ability to obtain Secret Clearance
• Requires a bachelor’s degree or equivalent, and twelve to fifteen years of related experience, including seven to nine years of supervisory/management experience
• Previous call center experience required
• 2-4 years of previous management or team lead experience in a call center environment strongly preferred
• Ability to prepare and present concise presentations, leveraging appropriate balance of text graphics and data to convey meaningful messages
• Ability to formulate concise and clear discussions with subordinates peers and superiors including senior leadership
• Ability to earn respect and provide direction to subordinates
• Ability to leverage formal and informal means to drive departmental initiatives
• Ability to lead and motivate team to plan and execute projects to implement departmental initiatives
• Ability to project resource needs and plan appropriately to meet project and operational goals
• Familiar with ITIL principles – Fundamental understanding of the IT Infrastructure library principles Intermediate certification a plus
• Product knowledge and In-depth knowledge of the principles theories practices and techniques for managing the activities related to CSG products services and people
• Ability to read, write, speak and understand the English language in a business environment
• Manage the Service Desk for the region ensuring the team follow consistent global standards and processes, along with taking overall responsibility for the delivery of the Incident Management and Request Fulfilment delivery processes within the region
• Undertake continual service improvement activities to ensure that the services provided by the regional Service Desk remain fit for purpose and in line with industry best practice
• Owns and is the “Controlling Mind” behind all activities that are needed to restore the service during the life of a Priority 1 or 2 incident (Major Incident Management activity) and will be the Single Point of Contact for communicating to all stakeholders during the life of the incident
• Lead and manage the regional team, acting both as an operational escalation point as well as developing JM talent
• Own commitment of service levels to customer expectations and monitor operational KPIs for the region
• This role will be required to participate in the Major Incident Management process which may mean out of hours participation in incident resolution and service restoration
• You will have team leadership experience and demonstrable experience of managing a regional Service Desk in the context of a multi-site delivery environment
• You will have experience of continually improving service levels and standards in a diverse complex environment, and experience of working and successfully communication with a wide range of stakeholder
• You will also possess strong MS Office skills, particularly in MS Excel and MS PowerPoint
• Additionally ITIL V3 Foundation certification along with experience of working with best in class IT Service Management / Desk toolsets would be highly desirable
• Establish and implement a fully functional multi-tiered Service Desk
• Operate the Service Desk during core business hours
• Ability to work on a flexible schedule on call for multiple shifts
• Provide and implement a contract furnished equipment (CFE) call management system with voice and input menu options to direct calls
• Configure and automate Remedy or ServiceNow ticketing system to handle multiple, various processes
• Develop and implement an escalation and notification process for incidents handled thru the Service Desk
• Provide documentation and training to internal personnel for any changes and/or additions to ticketing system and the call-ticketing system
• Provide recommendations on improving and/or expanding the current ticketing and call-tracking systems to meet evolving business needs
• Create an environment of positive associate engagement by .actively promoting Sears Mission, Vision and Values, conducting regular communication meetings and having active recognition and associate development plans in place
• Build a successful team by conducting regular reviews with CSD associates, recognizing performance and coaching to develop selling skills that will help to drive personal and team results
• Ensure teams deliver the customer promise with every customer interaction and by maintaining CSD standards
• Drive results of the Customer Loyalty Index (CLI), in particular with the check out process, and coach associates to provide accurate, efficient and superior service with every customer interaction
• Provide leadership to the teams through clear communication of goals, providing on-going coaching/training, and conducting timely, meaningful performance reviews
• Staff to potential,participate in the recruitment and selection of new associates for designated areas and facilitate training as required
• Drive flawless execution of corporate initiatives to ensure resources are used effectively in all
• Operational processes
• Direct team to achieve set goals at the CSD and Catalogue areas, including credit acquisition plans and all corporately approved programs (eg. Charity fundraising, email acquisitions, customer survey)
• Lead the day-to-day activities at the CSDs and the Catalogue desk to ensure all required tasks are completed effectively, accurately and efficiently. Provide regular support to associates through education and ongoing coaching for performance. Build and maintain performance-based schedules to recognize associates that deliver the desired results, in alignment with pre-determined shifts
• Identify opportunities for process efficiencies and make recommendations to improve effectiveness in the assigned areas
• Ensure all associates work in compliance with all laws and regulations and attend and complete all required health and safety training, report all accidents and take every precaution reasonable to ensure personal safety and the safety of others and perform other duties as required. Perform other duties as required
• At least 6 months of experience working as a Sales Team Leader/ Support Leader
• At least 6 months of experience working in a marketing or merchandising environment
• Apprenticeship Program or Specialized Training in Business Administration or Marketing
• Knowledge of related purchasing and inventory systems (eg. SPOC, RIM, NROS, etc.)
• Network architecture and design
• Principles and practices of management and supervision
• Systems analysis and data processing policies, practices and procedures
• LAN/WAN Cisco Technologies at all layers
• Microsoft Active Directory, Microsoft Server 2003/2008
• Blade server/ EVA systems
• Data backup and recovery (Backup Exec 2010/PHD)
• Sophos endpoint security (encryption)
• Web proxy technologies
• A+ Education systems
• Building and maintaining interpersonal relationships
• Project and time management
• Analyzing and resolving computer systems problems
• Research techniques
• Work in a prison environment
• Take a customer – centric approach when managing difficult or emotional customer situations
• Adapt quickly to changing priorities
• Lead a team under tight budgetary and time constraints
• Learn and adhere to agency policies and procedures
• Understand complex interrelated machine and software functions
• Set goals and objectives
• Responsible for building, managing, and reporting on metrics regarding day-to-day operations
• High attention to detail to ensure data accuracy and appropriate representation of information
• Ability to identify trends in large data sets and present IS initiatives to drive down volume of requests and break-fix incidents
• Understand the ITSM framework and identify gaps in processes and sub processes while offering solutions to fill them
• Good communications skills are required to effectively work with all end users, IT staff as well as supervise and motivate the team
• Cost Optimization: Continuously identify cost reduction for service delivery through leveraging tools, automation and best practices
• Works closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations. Measures, manages and continuously improves all aspects of service delivery, including user experience, process effectiveness and efficiency, and assists in communicating expectations and relevant information
• Responsible for the management of policies and procedures related to Service Operation including Incidents, Events, Problem and Change management. The Service Manager is also responsible for planning, designing, and analyzing the organization's service desk according to best practices, while ensuring high levels of customer service quality and availability
• Analyze performance trends, forecast requirements and implement corrective action as needed that affect the Service Desk and other services
• This individual will develop, implement, and oversee practices, procedures and guidelines to ensure consistent service levels and quick resolutions
• The Service Manager is also responsible for resource capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Manager will also assist to escalated problem resolution by giving in-person, hands-on support to end users when necessary
• Ability to work in a demanding and deadline-driven environment
• Be willing to travel if needed
• Minimum of 10 years of diversified information technology experience
• Minimum of 3 years in a leadership or management role
• Minimum of 2 certifications preferred, i.e. MCSA, Network+, Security+, ITIL or A+
• Previous experience as a team member on an IT project is preferred
• Minimum of 3 years of applying and managing IT Service Management processes. ITIL or equivalent IT Service Management certification preferred
• Minimum of 2 years of working with Service Management tools and systems, including service catalogs, knowledgebase management and reporting tools. Experience with Service Now preferred
• Lead and manage a team in the delivery of high quality services that meet and exceed our contracted commitments e.g. timelines, SLAs, quality etc
• Implement the appropriate operational and governance processes to underpin effective delivery of Service Desk
• Work closely and effectively with internal Dell Delivery Units (in region, offshore etc.) and the Dell Account teams to achieve a high level of Customer Satisfaction
• Take direct responsibility for the delivery of specific projects where required
• Act as a Point of Escalation for issues and risks arising
• Achieve and exceed the internal Dell operational and ‘as sold’ financial targets for the portfolio of contracts
• Manage 3rd Party Suppliers effectively where engaged in service delivery
• 5+years Services Desk experience or equivalent combination of education and work experience including strong people management skills and business acumen
• Exposure of managerial/leadership experience
• Experienced organizing and planning skills to effectively manage a team and to lead cross-functional teams
• Ability to communicate clearly at all organizational levels
• Willing to travel when required throughout EMEA
• Degree qualification and ITIL V3 Certified
• Demonstrated track record of delivering high quality services to customers
• Ability to multi-task in a dynamic environment
• Experienced analytical, problem solving, negotiation and organizational skills
• Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management
• Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
• Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement
• Advance the use of a knowledge repository to share information among all levels of IT service and support
• Prepare cost analysis, budget plans and proposals as needed
• Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime
• Perform trend analysis, and develop action plans for improving service timeliness and reducing costs. Develop and monitor Service Desk success criteria including responsiveness and customer satisfaction
• Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services
• Develop a strategy for leveraging social networking to capture support activities, increase business communication and help support end users
• Monitors the service desk report tracking system and monitor outstanding or critical issues
• Serve as escalation point for issues beyond project team authority; resolve conflicts involving scheduling, resources, or technical issues
• Manage the service desk 24/7 throughout the year and must be available for off-hour support when necessary
• The service desk manager must have experience in troubleshooting conventional software and hardware platforms
• The service desk manager must have sound communications skills and experience working alongside other IT and business management professionals
• The service desk manager must have the ability to foster relationships with end users and must become the champion of end-user satisfaction
• Knowledge of computer hardware and software (i.e. DOS, Windows, software utilities, communications software, internal POS systems, Basic programming, PC peripherals)
• At least five years managing a Call Center or Help Desk function in an environment similar in size and complexity to our organization (required)
• Manage a team of Technical Support professionals
• Practice Total Contact Ownership
• Successfully manage through a matrix organization to provide superior customer service
• Must be able to assist as needed with customer inquiries/issues via a warm telephone transfer from the Service Desk
• Develop a performance measurements framework and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills
• Participate in the development of service level agreements and the ongoing management of service level compliance
• Create and maintain a training program for increased business, customer service and technical knowledge
• Lead and participate in projects
• Develop and demonstrate an understanding of customer and business needs
• Resolve escalated customer and vendor issues
• Resolve daily issues of a complex scope that impact the business and overall business objectives
• Manage IS Support resources for maximum team performance
• Develop and update plans for the support team to handle new product/service releases
• Assist in the professional and technical development of team members enabling them to set technical goals, monitor, mentor, coach, and assist team members to deliver quality support
• Assist the Director of Technical Support with the preparation and administration of departmental budget and business plans and metrics
• Oversee the Incident, Problem and Knowledge management processes
• Bachelor’s Degree from an accredited university
• Minimum of 8 years’ experience working in a Service Desk/Help/Customer Service desk environment
• Minimum of 3 years’ leading/management of a Service Desk/Help/Customer Service environment
• Bachelor’s degree in Computer Science, Business, Math or related field from an accredited institution
• MBA degree in Computer Science, Business, Math or related field from an accredited institution
• Minimum of 3 years’ leading/management in a Service Desk Function in a manufacturing environment
• Working knowledge of customer service principles and practices
• Project Management experience, PMP preferred
• Strong background in customer service orientation, execution and delivery
• Exceptional communication skills including written, verbal, and listening skills
• Operations experience with a companywide vendor function with a focus on delivering improved results
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within our clients. Determine root cause of issues and communicate appropriately to stakeholders
• Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed)
• Oversee Knowledge-base and ensure quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
• Manage and Execute process for communicating outage/emergency activities to the organization
• Incident Mgt Experience

I.T Service Desk Manager Resume Examples & Samples

• Providing timely and efficient desk-side support to a global user base of 500- 550 users, facilitated by a ticketing tool and automated workflow
• Manage the overall desk activities of the service desk team members and act as a further escalation point for the team
• Manage all end user on-boarding, departures and status changes
• Report to senior managers on any issue that could significantly impact the business
• Attend Change Advisory Board meetings
• Take overall responsibility for incident management and request fulfillment on the Service Desk. This could also be expanded to any other activity taken on by the Service Desk – e.g. monitoring certain classes of event
• Working closely with local and international team and colleagues to ensure excellence in customer service
• Acting as on-site subject matter expert for all IT related questions, concerns and issues
• Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc
• I.T. Asset management accountability and responsibility
• Purchasing, and Asset Management of all branch office infrastructure
• Engaging external partners or vendors to remediate client support needs
• Sharing knowledge and providing training to end users as needed
• Staying up to date on current and past incidents to maintain the highest levels of customer service
• Working to improve infrastructure processes
• Writing technical materials and Policy documents as needed
• The ability to research and apply knowledge effectively
• Post-secondary diploma or degree in Computer Science or similar field; Bachelor’s degree in Computer Science or Information Technology is preferred
• MCSE or other certifications considered a definite asset
• Minimum 5 years’ experience in IT Service Desk Management supporting a customer base with a wide variety of technical competencies and needs
• Self-motivated to produce solutions under tight deadlines
• Fluent communication in written and spoken English is a must
• Actively research the changing demands of technology, and embrace learning and expanding your knowledge
• Proven ability to understand and adhere to operating procedures and practices
• Demonstrated ability to work effectively with a team or independently
• Build and nurture strong relationships with local and remote team members, including a remote reporting relationship
• Providing accurate information regarding the timeliness of completion of tasks
• Lead projects as necessary
• Responsible for assuring users are provided efficient and timely first, second, and third level support on a 7x24 basis
• Performs staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required
• Manages the Service Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Maintains a central source of information enabling Service Desk staff and support technicians to recover outages with minimal disruption to expected service levels
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Ensures that decisions made to improve the overall customer support of the Service Desk are continually carried through
• Coordinates training requirements of Service Desk personnel
• Contributes to departmental productivity and development objectives by participating in training programs
• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
• Solves problems and makes decisions on a daily basis relative to Service Desk responsibilities. Ensures that effective Service Desk representation takes place for the coordination of work processes and projects with other departments and divisions
• Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the IT department
• Resolve problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Maintains competency and enhances professional growth and development through continuing education and conferences
• Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support
• Meets with technology technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the MCS technology planning effort
• Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Information Officer for Information Technology
• Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
• Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
• Remains on-call during off-peak hours to respond to support service issues
• Perform other duties and responsibilities as assigned by the Director of IT and/or Chief Information Officer
• This position has no supervisory responsibilities
• Bachelor's degree (B. S.) from four-year college or university; three to five years related experience and/or training; or equivalent combination of education and experience desired
• High level of integrity with strong work ethic
• PC hardware troubleshooting and repair skills required
• Certifications in Windows system management is a plus
• Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
• Good organization and project management skills with attention to details
• Ability to document solutions and train other staff
• Understanding of IP networking and SAN/NAS concepts
• One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired
• ITIL certification desired
• Experience of managing teams
• ITIL Service Management exposure
• Experience and understanding of the Service Lifecycle
• Thorough understanding of SLA’s
• Proven use of KPI’s and metrics
• Experience of process driven environment
• Proven track record in customer services environment
• Ability to chair , facilitate and lead meetings
• At least 2 years experience in a Team Lead position on an IT or Customer Service Desk
• Working knowledge of ITSM tools e.g. Service Now
• Proven track record of successfully managing 3rd party suppliers (onshore and offshore)
• Strong experience of working to ITIL processes specifically incident management
• Working knowledge of service management tools
• Excellent leadership qualities
• Demonstrated history of successfully leading a team
• Excellent skills in developing processes and procedures
• College diploma or university degree in the field of computer science, information sciences, or related field and 7 years supervisory experience / or 10 years equivalent work experience
• Exceptional skills preparing MS Excel, MS PowerPoint and MS Visio documents
• Demonstrated experience providing superior customer service
• Prior experience managing a Service Desk, Help Desk, NOC or Call Center required
• High energy and enthusiasm along with a high attention to detail
• Must be a self-starter, highly motivated and possess a strong work ethic
• Flexible and able to function in a “hands-on" environment
• Positive and professional image
• Fluid English skills in speech and excellent writing capabilities
• Experience in establishing and growing a call center
• The selected candidate will have extensive knowledge of the ITIL framework and significant experience in leading organizations in the formation and management of a comprehensive services organization
• Extensive background in establishing a quality Change Management function
• Experience in negotiating and reporting on SLAs and key metrics
• Prefer experience working with a Managed Service partner in the overall support model
• Desire to work with the business areas to understand their service requirements
• Bachelors degree with 5 years related experience in IT Business Office and IT Financial Management. Accounting, finance and contract management background and experience strongly preferred
• Manage the performance of services to internal end-users and external customers
• Work closely with the IT teams as well as business teams to address systems and security issues, and discuss improvement opportunities
• Build services relationship with end-users and review performance reports, service improvements, service quality and processes
• Work with business lines to establish SLAs and other targets for support of systems
• Track the incidents to conclusion in line with SLAs, KPIs and high quality standards
• Manage critical user incidents, associated to customer communication, activities and any appropriate escalations
• Manage a team of Service Desk team analysts, incident managers and other support staff
• Work to be recognized as a leader of world-class Service desk technical support services
• Perform any additional duties as assigned by management including managing projects affecting business
• Ensure maximum productivity and end-user service
• Manage work order queue to exceed compliance and customer satisfaction
• Communicate and help resolve customer complaints and adjustments
• Monitor, manage, and lead to achieve customer SLAs
• Use metrics constructively as a tool for service improvement and develop metrics to suit business needs and drive improved behaviours and performance
• Monitor, manage, and lead to use metrics to develop staff
• Coordinate updates on processes and ensure the KB is updated
• Ensure all phases of incident and problem management are communicated to the customer within a timely manner
• Research, resolve, and respond to incoming complex customer requests that Team Leaders or Service Desk team need assistance with
• Apply interpersonal skills for anticipating and diffusing negative client situations
• Conduct customer and staff training sessions
• Bachelor's degree and/or11-13years of experience in an IT support and service function
• Candidates must have some experience as a Service Desk Manager
• ITILV3 Foundation certification is MUST
• Knowledge of a variety of the Service Desk concepts, practices and procedures
• Exceptional communication, articulation, negotiation and interpersonal skills which would help in relationship building
• Strong commitment to external and internal customer service and passion to help business
• Excellent problem-solving skills and analytical skills
• Highly proficient in Microsoft Office Word, Excel, PowerPoint, Outlook, PC configuration and hardware and Service Desk applications software
• Ability to work in high pressure environment and round the clock
• Keen interest in learning technology
• Ability to adopt to changes and help drive the change
• Leadership of a team of analysts and team leaders, ensuring attainment of service levels
• Responsible for staff scheduling to ensure 24/7 coverage
• Monitoring of incident and problem management database, ensuring the team are empowered and skilled to provide timely resolution of events and downstream issues
• Develop problem trends, ensuring troubleshooting is completed for recurrent problems until a permanent solution is found
• Invokes incident and problem escalation procedures to co-ordinate recovery
• Creation and development of regular statistics and status reports to provide reporting against KPI and service levels
• Partner with internal and external clients to review and develop service levels
• Development of knowledge base to enable team to recover outages with minimal disruption
• Review and development of service and activities

Group IT Service Desk Manager Resume Examples & Samples

• Manage the Local End User IT / Global Applications Service Desk team based at GKN’s Redditch location and provide day to day management of the Service Desk function to ensure incidents and service requests are dealt with in a timely manner
• Provide effective management and efficient administration of the IT environment for all stakeholders (including ITCC, key activity tracker and operational procedures)
• Manage key IT suppliers that support the GKN Redditch and Pall Mall locations (support/billing), to ensure efficient support and value for money is provided and escalate issues to Group IT Manager (Services & Applications) as appropriate
• Ensure that critical business periods (e.g. month end, half year, annual results) are supported in line with business requirements
• Lead and develop the Service Desk team to ensure
• Work actively with HQ Infrastructure team and all other GKN IT teams to ensure local and global delivery of services and applications
• Responsible for monitoring expenditure on 3rd party support elements of the I.T. budget and required to provide input into I.T. budget preparation
• Responsible for ensuring that all I.T. assets (hardware/software & documentation) are accounted for
• Assist in the scoping and project management for both new and for the improvement of existing applications and services
• BA/BS degree in a technical field
• At least 5 years of experience End User customer support at all Service Desk levels
• Customer service: strong interpersonal skills; demonstrates a friendly and patient attitude
• Extensive experience across a broad range of end user computing solutions (Win7, Win10, pc imaging, encryption, end point AV, Office, Active Directory, Email, payroll, sage accounting etc.)
• Professionalism: can work with colleagues at all levels of the organisation
• Communication: excellent command of spoken and written English
• MS Office: proficient in Excel, PowerPoint, Word, and other tools
• Application and business systems management
• Issue resolution experience at all business levels
• Able to articulate complex messages to management and clients to keep them updated on progress
• Excellent organisational, analytical and problem solving skills
• Understanding of complex information and requirements
• Ability to explain complex systems in simple terms
• Demonstrable people management experience and specifically in coaching team members in new technical skills or problem solving techniques
• Technical certification (Microsoft, PMP, ITIL, etc.)
• IT Controls checklist or governance experience
• IT Security experience e.g., peer reviews or IT audit

WRS Service Desk Manager Resume Examples & Samples

• Office 365 Exchange administration
• Active Directory administration
• Incident management solution such as ServiceNow
• Standard network and server environment experience with TCP/IP protocol, DNS, DHCP, and WINS
• Mobile device management tool such as AirWatch
• Business applications with experience report writing, creating user documentation and/ or specifications, etc
• Experience working with software imaging and deployment tools such as SCCM and Casper
• Antivirus software management such as McAfee
• Ability to deploy hardware (both PC and Mac) timely, perform repairs, and/or contacting vendors for RMA/warranty repairs, as needed
• Asset management; manage inventory, procure equipment, manage shipping and receiving of hardware
• Business application support such as Workday
• Ensure that the service desk meets the contractual KPIs and in case of breaching these KPI’s put improvement plans in place to rectify the performance
• Development and coordination of Continuous Improvement initiatives to ensure better service to BT customers and to develop a Service Desk environment that is an inspiring place to work with motivated and energised people
• Inspire the team to deliver better service to BT customers and meet Service Assurance Global and Local KPIs
• To manage the implementation of the Service Strategy and the development of the service relationship across the team, providing Line Management support and advice for the Operational Service Teams, Account Teams and customers for all service related issues as appropriate
• To monitor customer feedback, complaints and service results, and provide support and direction to Operational Managers
• Experience in handling a diverse customer base
• Ability to lead and motivate high performance teams
• To be able to understand and communicate process and operational strategy and the resultant changes

Service Desk Manager, End User Services Resume Examples & Samples

• Responsible for assuring users are provided efficient and timely first and second
• Level support on a 7x24 basis
• Performs staff scheduling to ensure Help Desk coverage during normal business
• Hours and on-call support as required
• Promotions, hiring and disciplinary responsibilities
• Provides staff support for administrative tasks and projects relative to the
• To ensure timely resolution of problems
• Maintains a central source of information enabling Help Desk staff and support
• Technicians to recover outages with minimal disruption to expected service levels
• Isolates problem trends and ensures that troubleshooting efforts are completed
• For recurring problems until permanent solutions are found
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical
• Reporting aids are completed and continually modified to meet the needs of the
• Ensures that decisions made to improve the overall customer support of the Help
• Desk are continually carried through
• Contributes to departmental productivity and development objectives by
• Participating in training programs
• Implementation of quality improvement programs for assigned department(s)
• Solves problems and makes decisions on a daily basis relative to Help Desk
• Responsibilities. Ensures that effective Help Desk representation takes place for
• The coordination of work processes and projects with other departments and
• Interfaces with users of technology, employing a high degree of tact and
• Diplomacy to promote a positive image of the department. Resolves problem
• Situations in a professional manner. Accurately communicates pertinent
• Departmental personnel and customer service
• Jeopardizing quality of care and service
• Maintains competency and enhances professional growth and development
• Through continuing education and conferences
• Serves as the around-the-clock contact for all related support issues, providing
• Advanced first level technology support
• Meets with technology technicians, attends seminars and reads industry related
• Publications to remain abreast of technology advances and aid in the MCS
• Technology planning effort
• Accountable for meeting systems infrastructure or operational Service Level
• Agreements established by Chief Officer for Technology Services
• Management skills are required to successfully perform the planning, directing,
• Reporting and administrative responsibilities of this position
• Demonstrated management and decision making skills concerning Information
• Systems policies, processes and procedures, with a proved track record of
• Completing tasks and/or project within budget and on schedule
• Ability to manage multiple high priority initiatives in a fast paced highly
• Technical environment
• Performs other duties and responsibilities as assigned by the Chief Officer for Technology Services
• Financial and/or Mortgage industry expertise preferred
• Hands on experience using enterprise ITSM toolsets (such as ServiceNow, BMC, HP or CA) and Service Desk support tools (ACD, call monitoring, remote control, etc.)
• Previous direct experience with ITSM process/tool implementation and/or ITIL Intermediate preferred
• Ability to influence, work with, and coordinate cross-functional teams of technical and nontechnical staff to successfully achieve organizational goals and objectives in a changing environment
• Acute attention to detail and accuracy
• Ability to prioritize and manage multiple assignments simultaneously
• Proven experience in maintaining schedules, documentation, communications, and meeting deadlines
• Strong analytical and problem solving skills. A critical thinker who uses their expertise to make sound decisions
• Minimum 7 years of Helpdesk / Desktop management experience in a service environment with more than 2,000 customers in multiple locations
• Bachelor's Degree in an IT discipline, Computer Science or MIS preferred. In lieu of a degree, equivalent work experience may be accepted
• Solid understanding of IT supported technologies, and a broad knowledge of IT Technology and infrastructure
• Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management
• Prior experience managing a technical service desk in a large organization
• Oversees the operations of an enterprise-wide, multi-channel IT Service Desk for the Progressive Corporation
• Reviews work output in order to ensure resource timeliness and quality
• Develops, coaches and motivates others to improve performance and develop new skills
• Manages relationships with other managers, business stakeholders and/or IT customers
• Contributes to and implements business area plans for the IT Service Desk, integrating activities with Business and IT strategy and direction
• Ensures adherence to Company and IT enterprise standards, goals, processes and policies as they relate to the IT Service Desk; communicates and reinforces corporate-wide and IT specific strategies
• Leverages data, both quantitative and qualitative, to understand obstacles to delivering business value to IT Service Desk customers and takes action to address issues
• Initiates action to assure delivery of various aspects of projects, process improvements or work efforts
• Occasional travel, evening/night hours may be required; weekend hours may be required
• Bachelor's Degree in an Information Technology discipline or related field of study (e.g., Computer Science, MIS) and two years of work experience leading or managing technical resources and/or an IT service desk
• In lieu of a degree, a minimum of four years of work experience leading or managing technical resources and/or an IT service desk may be accepted
• Excellent leadership skills with the ability to execute short-range plans
• Should also have the ability to react quickly to issues, and develop both short and long term solutions
• Excellent time management skills and ability to multitask, prioritize, and pay close attention to details
• Advanced PC skills with a working knowledge of associated software, including spreadsheets
• Strong working knowledge of Progressive's systems, safety, quality and operational procedures, training manuals, and company policies and procedures
• Strong leadership and team management skills, preferably gained within a Media /Advertising Organisation
• Excellent knowledge and practical experience across a range of problem, change and incident management scenarios
• Good overall technical grounding and working knowledge of Microsoft/PC and ideally some exposure to Apple technologies
• Managing multi-site teams or staff across a 650 plus user base within a large enterprise
• Any leading service desk software
• Any relevant certifications, especially ITIL, a big plus

Service Desk Manager TS / SCI w / Poly Resume Examples & Samples

• Directs the installation, testing, and setup of new hardware and software
• Must possess a TS/SCI polygraph clearance
• Working knowledge of ITIL service management processes
• Working knowledge and experience managing service desk operations
• Professional certification in one or more specific technologies is required, ITIL Foundations, etc

Global Service Desk Manager & Key Process Owner Resume Examples & Samples

• Facilitate resolution of incidents and requests through the GSC using defined ITSM processes. This represents an average of 18,000+ contacts to GSC per month globally
• Leads problem co-ordination activities for ADQS Support. Understands key metrics for production support, monitors current levels and trends over time, and uses this content to drive continuous improvement in processes to better metrics and customer satisfaction scores. Leads QOS / 8D actions and actively participates in enterprise operational reviews
• Detects patterns in symptoms and identifies long-term, permanent resolutions
• Proactively identify problems, analyze root cause and permanently resolves problems
• Expert in IT Service Management processes for Incident, Request, Change, and Problem Management. Report trends and suggest long term improvements in IT Service Management targets for metrics
• Appropriately document cause and solution to build knowledge repository that will help in faster resolution of tickets
• Drive usage of Problem Management Process to identify areas where improvements can be made to prevent future production incidents and ensures that solutions are implemented before the problem re-occurs
• Help to establish IT Support metrics benchmarks for the group and drive process improvements to achieve set standards
• Educate ADQSCOE on ITIL standards, techniques, and processes
• Acts as a daily focal point for service desk escalations
• Monitors support queue, evaluates incidents / requests and assigns to support team members with right skills and availability
• Analyzes and troubleshoots complex production issues (including interfaces, reports, customizations extensions and workflows) and drives resolution within agreed SLA’s
• Evaluates requests, in order to deliver within agreed service levels by following Eaton’s Request Fulfillment process. Designs and improves ways to exceed FCR targets
• Evaluate and recommend alternative solutions to solve business problems in order to ensure agreed level of service availability
• Drives efficiency and suggests improvements in Incident Management, Request Fulfillment, Problem Management and Change Management processes to enhance productivity and customer satisfaction. (Continuous Improvement)
• Monitors incident trends to identify potential problem areas, analyses and provides a permanent solution where possible or a workaround to ensure quality of service and availability is maintained
• Maintains quality and schedule of deliverables by ensuing proper reviews and approvals of design and code, regression and performance testing as required, obtaining UAT approval before code is moved to production
• Establishes periodic review process with Business and IT leaders , prepares and presents trends and analysis of incidents and requests, problem management activities undertaken by the team
• Manages engagement across all customer groups, IT, Strategic suppliers, vendors
• 15+ years’ experience in Information Technology
• 5-7 years’ experience leading delivery or production support for a large, complex organization
• Experience working with various global Corporate and line of business clients
• Experience managing global services and software product vendor relationships
• Experience working with resources in a diverse regional footprint
• Experience developing and delivering vendor RFPs, evaluating responses, and selecting vendors
• Experience setting up and managing vendor Managed Services and Time and Materials relationships
• Experience budgeting and forecasting as per standard financial processes
• Must have: ITIL and ITSM experience at expert levels. Must have experience managing support teams with a global or regional scope. Must have excellent operating knowledge of how support applications such as Remedy and/or ServiceNow work
• 3+ years of extensive Help Desk / IT Support experience with prior experience setting up a Ticketing System
• Experience with ITIL Methodologies (Incident, Problem/Change Management)
• Experience analyzing trends in incident and request management
• Past experience training users post implementation
• Participation in effective and efficient IT services which meet the needs of client hospital
• Oversee the processing of incoming calls to the Support Desks via telephone, web and e-mail to ensure courteous, timely, and effective resolutions of client issues within the Service Desk Guidelines
• Assists in account profitability which meet revenue and margin requirements set at the corporate level
• Effective management of the client relationship and resolution of client issues
• Continuous risk identification and appropriate escalation
• Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
• Implement development plans and coach for individuals to reach their maximum talent
• Regularly communicate on company news and team progress against business plan
• Create team spirit
• BA or BS Degree, and/or relevant business experience
• 5-7 years industry experience preferred
• 2-5 years experience in information technology management preferred
• Experience managing a servide desk or help desk environment preferred
• Bachelor’s Degree in a related field or equivalent combination of education and related experience; may have additional coursework in a related field or professional certification(s)
• Significant experience managing an IT service desk that supports diverse end-user computing environments within a complex IT landscape (e.g., multiple operating systems, networks, authentication services, access requirements)
• Experience as a technical leader, with the ability to positively and proactively resolve customer issues and challenges in a fast paced and demanding user environment
• Strong problem solving and analytical skills with demonstrated ability to collaborate with a broad range of IT service owners, management, customers, and high-level technical personnel in the evaluation, recommendation, and implementation of technical solutions
• Advanced customer service skills with the ability to anticipate, develop, and implement creative mechanisms to satisfy the diversity of customer needs effectively. This includes the ability to actively listen, build rapport, be approachable, courteous, respectful, and patient
• Experience as a coach, guide, and mentor to assist others in developing their abilities with a positive, open, and engaging leadership style with strong teamwork skills to maintain and improve employee morale
• Experience developing innovative processes or procedures to increase efficiency, improve service processes and support, and reduce errors, using multiple methods, such as metrics and ticket analysis or process development
• Demonstrated proficiency in the use of the ServiceNow ticket management tool
• Strong knowledge of the ITIL framework and how to implement it in a practical manner
• Formal process improvement certifications and/or training
• Service desk industry certifications
• Bachelor in Information & Communication Technology
• From 4 to 10 years of experience in a similar function
• Knowledge of banking business an asset
• Good skills in Microsoft technologies and IT (Support, operations, software...)
• Good knowledge of System of Information (Network, Database, Application Server, Security)
• ITIL V3 practitioner and ITIL Service Delivery qualification
• Excellent communication and management skills
• Customer-service oriented with a problem-solving attitude
• Self-motivated and ability to work on own initiative in a pressure environment
• Fluent in French and English (spoken and written)
• 40%: Plans and coordinates the daily workflow of the Service Desk, ensuring proper coverage of the desk from 7AM to 7PM. Assists in maintaining the service levels as described in the department performance standards. Ensures upstream and downstream communications regarding Service Desk activities. Reviews, composes, and disseminates company-wide technology communications. Participates in the daily Change Advisory Board (CAB) calls to stay abreast of infrastructure changes. Develops and monitors the annual budget for his/her cost center. Identifies areas of opportunity to improve the team or department in alignment with organizational goals. Promotes forward-thinking, innovative solutions to reduce turn-around times for the business
• 40%: Supervises employees by establishing work goals, allocating resources, conducting performance appraisals, recommending pay actions, and recommending changes in policies or procedures. Provides coaching and mentoring to direct reports to remove obstacles while promoting team and individual success. Demonstrates accountability for team deliverables and objectives. Interviews and recommends candidates. Documents performance reviews and issues. Creates an environment in which people have authority, initiative and ability to manage their own work. Provides career development guidance and support. Models and supports continuous learning. Motivates towards goal achievement and recognizes people who excel. Works diligently to retain/promote the best employees. Conducts self and business in an ethical manner. Ensures the team receives training through both formal and informal training programs
• 20%: Participates and assigns resources to projects. Assists in reviewing, editing and approving process documentation or standard operating procedures (SOPs)
• Associate's Degree required. Bachelor's Degree preferred
• 3-5 years of related IT/functional experience
• 2-5 years of management experience
• Strong customer service aptitude
• Excellent organizational and analytical skills
• Knowledge of Windows Server and Desktop Operating Systems
• Knowledge pf PCs, Terminals, Laptops, Voice systems, copiers and fax machines
• Ability to lead, manage and develop individuals and the team
• ServiceNow experience preferred
• Minimum 5 years of service desk or customer service experience, preferably with 2 years in a supervisory role
• Service Desk transitions - complete applicable project expectations on-time according to project schedule and/or as directed by Transition Manager
• Ability to develop and direct various projects through completion
• Advanced knowledge of Service Center technologies and practices
• Solid background in desktop technology and common applications (shrink wrap, OS/database, software, hardware, messaging and networking)
• Advanced knowledge of ITIL v.3 framework and HDI certification as related to service desk
• Proven team player with outstanding interpersonal and communication (written/oral) skills
• Present a professional image and commanding the respect of staff, peers, and senior management
• Ability of motivate others to perform above normal expectations
• Position requires the ability to work various hours Monday through Sunday
• Flexibility with assigned work schedule
• Ability to manage a diverse workforce
• Bachelor Degree in Business, Computer Science, or related field
• Minimum 7 years of service desk or customer service experience, preferably with 3 years in a supervisory role
• Lead and deliver project expectations on-time according to project schedule
• Solid background in desktop technology and common applications

UK Service Desk Manager Resume Examples & Samples

• Managing the operational requirements of the team on a daily basis, to ensure support of the business at all times
• Working 35 hours a week, assisting with covering late notice team support hours (Monday to Friday: 09:00 to 21:00, Sunday’s and Bank Holidays 11:00 to 19:00) and providing out of hours emergency telephone support to team members
• Ensuring a prompt and efficient service is provided to all callers who contact the Service Desk either via telephone, email or face-to-face
• Provide 2nd line telephone and desk side support by diagnosing and resolving customer issues while tracking and recording the problem using call logging system
• Manage team projects and the handover/operational acceptance of work reassigned/allocated to the team from projects/other teams
• Own team management of absence recording, appraisal’s, team and personal objectives for the team, feeding into the Service Desk Manager
• Working with agents on a continual basis to improve the balance between their telephony performance, technical fix rates and customer service quality through performance management metrics and balanced scorecards
• Manage call queues and monitor key performance indicators to optimise performance and ensure SLAs are met
• Ensure all team members are provided with appropriate training, objectives and development opportunities
• Responsible for tracking the skills matrix of all team members to ensure training/knowledge transfer is captured for individual members of the team, including recommending training to fill gaps in individual’s knowledge
• Driving the continual use and improvement of the Knowledge Base, owning the management of team related documentation, including process and technical documentation
• Manage the recruitment of new employees and manage their induction into the team
• Drive the continual improvement of the perception of the Service Desk through online self-help tools, promoting the contact methods of the desk, drop-in sessions
• Understand the full range of services that the Service Desk provides and ensure the team are fully aware of these and the support processes surrounding them
• Escalate support queries to appropriate IT teams to ensure timely resolution
• Support the continual improvement in the levels of 2nd Line support offered by the Service Desk, utilising data and feedback from the customer and Business
• A thorough understanding of IT service support process and procedures
• A good understanding of service transition factors
• Experience of Service Management Tools
• Good understanding of common business applications
• Good knowledge of Windows 7, Macintosh and evidence of appropriate training
• Good eye for detail and ability to quickly define processes and create appropriate documentation
• Proven ability to lead a team supporting remote customers across different devices i.e. desktop, laptop, mobile, tablet, Mac etc
• Excellent knowledge of Active Directory administration
• Leads a team of Service Desk Technicians providing centralized support to users at multiple sites
• Guides team in analyzing incidents to identify underlying problems
• Produces timely, accurate, and useful reports, both for internal analysis and client-facing interaction
• Assures accuracy of issue logs and measures follow-up in relation to required timeframes
• Management experience required
• Specific experience working within the Federal contracting space preferred
• Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
• Implementing Global Service Desk
• Supporting, managing and maintaining laptops and peripherals across the Enterprise
• Working with Finance teams/representatives to properly scope, forecast and procure laptops and peripherals as needed to support the business
• Build, Manage and Lead a “5-Star” Service Desk Team comprised of both on-site and remote personnel
• Identifying and managing service related issues, working with IT Ops, Network and Security Teams to resolve in a timely manner
• Handle escalations and customer service issues with professionalism and tact
• Manage Zayo Printer fleet via 3rd party service provider and continually optimize printer investments while providing for the changing needs of Zayo office locations
• Manage various vendor relationships successfully; including providers of: IP Phones, Printers, Laptops, Software, Peripherals, Collaboration and Video Conferencing equipment, etc
• Exhibit excellent and timely communication for company-wide or executive-level dissemination
• Entering and Managing capital projects, purchase requests and approvals in Salesforce.com and working closely with Finance to ensure accurate financial reporting and forecasting
• Working closely with internal development resources to drive systems, process and scale improvements within the IT organization
• Continual focus on cost-effectiveness and cost reduction opportunities
• Manage various day-to-day and acquisition related tasks (phone system migrations, laptop refreshes, account provisioning/de-provisioning, license and asset management, etc
• Bachelor’s Degree with a technical or business emphasis preferred
• Minimum of 5 years IT Management experience, preferably in a customer service/service desk role
• Proficiency with MS Word, Excel, Power Point, Visio & Google Apps Suite
• Excellent communication, interpersonal, organizational and time management skills
• Strong work ethic and ability to effectively manage multiple, often competing priorities
• Strong sense of teamwork and willingness to support others in meeting group objectives
• Customer Service minded and able to maintain a commercial focus
• Strong troubleshooting and analytical skills: ability to define problems, collect data, establish facts, draw valid conclusions and make sound recommendations
• Commitment to learning and having fun in a dynamic and often stressful environment
• Competitive compensation
• Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
• Fitness membership discounts
• Manages all aspects of Broad's laptop and desktop fleet including OS (Mac\Windows), patch levels, software, self-service, backup/recovery, encryption, and anti-virus
• Manage computer inventory relating to deploys, reclaims, and disposition of assets
• Manage Broad's User access and authentication
• Employs key Desktop Support metrics to predict incident volume, identify key issues requiring attention, and systemic items that could enhance overall service quality
• Helps identify areas for enhancement and continuous improvement, as well as engages in proactive customer satisfaction analysis and applies feedback to the Desktop Support processes and team
• Manage all conference room setups, including teleconferencing hardware and software
• Manage the BITS Knowledge Base and ensure internal procedures are properly documented
• Manage key relationships with software and hardware vendors
• Serves as a member of the BITS Management Team (ITMT)
• Focus on issue tracking and management through resolution. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket/chat escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers
• Train, coach and mentor Service Desk Analysts including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers
• Provide data and reporting, as well as trends to the Support Services team and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed)
• Responsible for relevant and up to date content in the knowledge management system and ensure top quality solutions are available to the staff. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
• Manage process for communicating outage/emergency activities to the organization
• Review survey feedback to improve services, tools and support experience. Report on feedback in ad-hoc, weekly, monthly and as needed
• Interview, select, train, and develop new staff
• Lead projects or initiatives on behalf of the Support Services team
• Participate in on call after-hours and weekend Manager support as needed
• Support Windows operating systems of various versions including Windows 7, 8 and 10
• Manage and support Office 365
• User communication as needed
• Bachelor’s Degree in Computer Information Systems, Information Technology, related field or equivalent experience
• Minimum 5 years of experience managing / leading a support team
• Minimum 7 years of experience providing technical support
• Working knowledge of Office 365
• Advanced Microsoft Active Directory and Office365 management and configuration skills in a Windows environment
• Solid technical and troubleshooting skills
• Solid knowledge/understanding of computer hardware, servers, and networking
• Experience creating support documentation
• Advocate of ITIL framework and problem, incident and change functions
• Past creation of Service Levels Agreements and service mapping
• Supplier Management and selection of 3rd party services
• Excellent communications written and verbal
• Regular report pack creation with ability to articulate service performance in a visually compelling manner
• People skills, ability to manage, influence and prioritise
• Coaching and mentoring team members at varying levels of skill and career
• Ability to lead and demonstrate calm decision making under pressure
• Able to manage teams via a matrix model
• Proven experience in problem solving complex technical and business incidents or situations
• Ability to turn proposed solutions into business services
• ITIL Practitioner
• Has developed from a technical support or delivery background
• Delivery of complex services to a demanding client with expectations of high availability
• Future planning and service roadmap creation
• Team Leading and stakeholder management skills
• Vendor management, experience of managing major technology and telco suppliers
• Directs, develops and provides leadership to the Global Service Desk team, establishing priorities, setting goals, monitoring progress and coordinating efforts with other groups in Enterprise IT
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes and system. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Build training material for support staff, schedule employees working times and provide backup support. Provides data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage incidents and requests queue
• Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
• Manages process for communicating outage/emergency activities to the organization. Reviews survey feedback to improve services, tools and support experience
• Leads the Major Incident Process including the post incident Root Cause identification process
• Develop and manage operational budgets
• Ensure the compliance of all new infrastructure services with the agreed standards and support the convergence to the new solutions
• Develop KPI’s that drive this area to reduce re-occurrence of underlying issues and committed response times
• Demonstrate commitment to Stratasys Core Values by leading, acting and behaving in a manner consistent with these values
• Follow all company safety policies and procedures and attend all safety trainings related to the job
• BS/BA degree or equivalent work experience
• The ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture
• Knowledge of and experience implementing ITIL / Service Management frameworks
• 5 to 10 years of IT and business/industry work experience, with at least 3 years of leadership experience of a Service Desk group
• Ability to develop and execute a strategy capable of changing a reactive organization to being proactive and highly efficient
• Experience and track record of transforming a Global IT Service Desk to improve delivery and satisfaction
• Excellent knowledge of ITIL frame works for Service Delivery and service support processes
• Experience developing, implementing and maintaining metrics and service level agreements
• Proven ability to communicate effectively both orally and in writing to management, team members, business, and technology professionals
• Ability to analyze complex problems, propose effective solutions and understand and apply business vision and direction
• A globally distributed team of 8 to 16 Service Desk technicians
• Experience in communicating with Government personnel, including agency executives
• 3 years’ experience managing service desk teams, supporting a requirement similar in size, scope and complexity to this Task Order
• Familiarity with the Federal Procurement process
• Experience with the administration of Cost type contracts
• Completion of the ITIL v3.x Foundation Qualification
• Project Management Institute PMP, or PgMP Certification

Service Desk Manager / Specialist Resume Examples & Samples

• Plan and perform analytical and engineering research, design development, and other assignments in conformance with design, engineering and customer specifications
• Develops new concepts and processes. Analyzes root causes and resolves issues. Supports more junior level technicians and specialists in their activities. Can perform all tasks of lower level technicians or specialists
• Works individually, actively participates on integrated teams, and may also lead a task, project or team
• Requires guidance and direction from more senior level technicians, specialists, and managers only when dealing with new, uncertain situations. Provides guidance to lower level technicians and specialists
• Training/Certifications. DoD 8570.01 compliant: Security +, GSEC, SSCP, or CCNA Security
• Perform systems administration of desktop and server systems connected to local and wide area networks. Desktop system management responsibilities involving account monitoring, security, Operating System (OS) installation, and other local area system administration related functions
• Provide support for implementation, troubleshooting and maintenance of IT systems
• Manage IT system infrastructure and any processes related to these systems
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc
• Provide Tier 1 and Tier 2 problem identification, diagnosis and resolution of problem
• Provide support for the escalation and communication of status to agency management and internal customers
• Provide support for the dispatch system and hardware problems and remains involved in the resolution process
• Configure and manage UNIX and Windows operating systems
• Installs/loads operating system and application software
• Isolate and resolve of hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination thereof
• Troubleshoot, maintain integrity and configure network components along with implementing operating systems enhancements to improve reliability and performance
• Integrate new technologies into new and existing systems including the transition and migration of corporate systems
• DoD 8570.01 compliant: Security +, GSEC, SSCP, or CCNA Security
• Experience with service desk support, monitoring, and management tools
• Experience with version 2007 or newer Microsoft Business Class Applications, MS SharePoint Exchange
• Experience in setup, configuring and troubleshooting user desktop commercial and DoD secure telecommunications
• Strong skills in fault isolation and troubleshooting information technology hardware and applications
• Experience with virtual machine systems (VMware version 5.0 or newer)
• 02-04 years w/Bachelors Degree
• DoD 8570.01 compliant: Security +, GSEC, SSCP, or CCNA Security+
• Researches and evaluates new concepts and processes to improve performance. Analyzes cross-functional problem sets, identifies root causes and resolves issues. Assists more junior level technicians, specialists, and managers in their activities. Can perform all tasks of lower level technicians, specialists, and/or managers
• Directs multiple teams through to project completion. Provides guidance and direction to lower level technicians, specialists, and managers
• 3+ years of experience in the Consumer Services and / or Contact Center support with direct proven experience in a managerial role preferred
• Ability to analyze, define and specify customer requirements
• Strong analytical, planning, organizational, critical thinking and problem solving skill
• In-depth understanding of advanced analytics and predictive models
• Proven ability to leverage cross-functional relationships to accomplish duties in aggressive timeframes
• Receive and responds to customer problems, issues, requests and queries via telephone, automated requests, electronic email and other means
• Interact with customers on all levels to resolve IT-related issues in a timely manner
• Resolves and/or escalates IT related issues in a timely manner
• Design, implement and maintain walk-up service desk support center
• Promote a professional environment and provide a point of escalation of staff, customers and internal teams with the area of accountability
• Oversee and manage VIP support for DHS’s approximately 60 elite users
• Manage, train and develop IT specialist ensuring high level of motivation and engagement
• Develop and maintain staffing schedules to ensure coverage across all facilities
• Design, implement and maintain service desk capabilities with available staff to support remote service desk operation
• Minimum of 10+ years working on a Service Desk or Service Center, at least 3 of which was in the role of Team Lead
• Accountable for assuring 1st Level are provided efficient and timely 2nd level support on a 24*7 basis
• Ability to work and lead a team within an operationally intensive environment, delivering End-to-End accountable for all Incidents and Service requests, queue management to concurrence
• Identify and measure key performance indicators (KPI) to understand network and application trends
• Ensure internal OLAs are adhered to when responding to reactive and proactive incidents
• Effectively resolve escalations received from all levels of the organisation, supporting the Major Incident (MI) process when requested
• Ability to analyse data to make appropriate suggestions in handling fluctuations in workload, mitigating call volume and incident trending analysis
• Supporting the IT Production Problem Manager in providing technical support in supporting any conclusions to Problem related activities
• Act as a representative on behalf of 2nd Level within key Micro Focus project teams
• Support the IT Service Manager in driving continuous improvement into the Service Desk processes
• Effective succession planning for all roles within the 2nd Level team
• Provide cover to the IT Service Manager when required in picking up the Service Management responsibilities
• ITIL v3 Foundation Certificate – (Minimum)
• ITIL v3 Intermediate Lifecycle – (Desirable / understanding)
• Experienced in delivering and managing ITIL Incident, Problem, Change Management, processes and deliverables
• 1-3 years of managing a service / support organisation
• Technically proficient across Datacentre Architecture, Cloud solutions, Network Infrastructure and 3rd party applications
• 3 to 5 years of experience as a Service Desk Technician
• Manage the Service Desk to ensure maximum value is being returned to the business
• Service oriented with a strong focus on customer satisfaction
• Demonstrated leadership - Ability to build, motivate, manage and mentor a team
• Excellent analytical and problem solving ability
• Effective interpersonal skills with ability to interact successfully across all levels of our organisation
• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents
• Develop and mature phone/ticket escalation processes and system. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development
• Leverage global workforce to create a “follow the sun” support model to provide as close to 24x7 coverage as possible
• Build training material for support staff, schedule employees working times and provide backup support. Provides data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed
• Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage incidents and requests queue
• Responsible for global deployment of assets to employees and ensuring that process is standardized and scalable
• Demonstrated ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture
• 4 to 6 years of IT and business/industry work experience, with at least 2 years of leadership experience of a Service Desk group

CA Service Desk Manager Resume Examples & Samples

• Manage the Server and communication infrastructure for CA Service Desk Manager and/or Remedy
• Create, execute and report on testing and implementation plans
• Create, execute and maintain Standard Operating Procedures for Enterprise Services
• Capable of resolving complex issues
• Strong troubleshooting and debugging skills
• Capable of multi-tasking
• Must be a self-starter; capable of working independently, under limited direction, and in team environments
• Bachelor’s degree and 9+ years as a Systems Administrator (Microsoft). Additional training, technical certification, and/or years experience may be substituted in lieu of a degree
• Experience maintaining CA Service Desk Manager and/or Remedy software
• Experience maintaining Microsoft Windows Server 2008 R2, and Windows Server 2012 /2012R2 platforms
• Level II DoD 8570 certification: Comptia Security+ CE
• MicrosoftMicrosoft Windows Server 2012R2 certification
• Supervises the staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed
• Trains staff on operational procedures and troubleshooting techniques
• Makes decisions guided by policies, procedures and business plans; receives guidance and oversight from manager
• Oversees projects and manages project resources
• Thorough knowledge of service offerings
• Customer service principles and processes
• Back-office server applications, desktop
• Client/server applications
• Computer/networking hardware, standard
• Operating systems, common third-party
• Software applications, internally developed
• Custom applications, application
• Integrations, networking protocols, and any
• Other computer-related technologies
• Excellent interpersonal, written and oral
• Excellent problem-solving skills and
• Balance, prioritize and organize multiple tasks
• Resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately
• Supervise small to medium teams
• Evaluate and test emerging technologies
• Understand and anticipate needs and priorities of both internal and external customers
• Oversee 100% of the requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers
• Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT
• Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
• Manage process for communicating outage/emergency activities to the organization. Review survey feedback to improve services, tools and support experience
• Establish and maintain Service Catalog Tool for user community
• Establish and maintain Ticket System and provide training documentation for users
• Ensure ownership of procedural / incident tickets in a timely fashion and are adhering to company policies and SLAs
• Provide technical oversight of departmental tools and provide recommendations and feedback to senior management on efficiency gains
• While working in conjunction with other managers, take ownership of critical support issues and major incidents in order to drive issues to resolution in accordance with SLA adherence
• Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
• Oversee the development, implementation, and administration of Service Desk staff training procedures and policies
• Ensure B2B systems are functioning properly and timely for 3rdparty vendors utilizing B2B functionality
• Manage and measure the effectiveness of incoming calls to the Service Desk via telephone, e-mail and chat to ensure courteous, timely, and effective routing of problem issues/requests to Service Desk personnel
• Produce monthly customer metrics to ensure SLA adherence
• Ensure Service Desk staff productivity, efficiency and staffing is adequate
• Work directly with NOC Manager to ensure issues are escalated in a timely fashion and procedures are socialized between the groups
• Work directly with 3rdparty vendors to enhance the Service Desk experience and ensure quality and efficiency through tools adoption
• 5+ years’ experience Managing a Service Desk, Help Desk, NOC or Call Center required
• Directs the design, quality, testing, marketing, and distribution of incubator products/services. Shapes, builds, establishes, and implements short- and long-term strategies to deliver services to customers within reasonable schedules and budgets
• Directs the organization and performance of certain functional areas and the activities of senior managers to deliver high quality leading-edge technology with high growth potential. Provides staff direction with an understanding of established company policies and procedures
• Ensures incidents and service requests are properly escalated and assigned to appropriate individual/groups.; Logs, verifies, and updates, as necessary, user profiles for incidents and service requests using the current IT Service Management tool (KACE)
• Functions as Point of Contact for incidents and service requests, as reported from users and system monitoring and alerts
• Executes the day-to-day activities of the Incident Management Process. Performs QA and closure of incidents
• Executes the day-to-day service desk services that support users by addressing all problems and incidents answered by telephone, self-service ticketing, or customer walk ups
• Responsible for developing and managing the Service-Level Management Strategy
• Ensures ITIL v2011 best practices are implemented across the service lifecycle in support of all technologies and services
• Identifies and manages service improvements to increase customer satisfaction. Manages and ensures delivery of projects to meet customer and company expectations and needs
• Partners with functional areas or departments to integrate new, enhanced, and existing service offerings for accounts
• Builds and maintains relationships with customers and key stakeholders. Influences decision making and builds partnerships with customers and across the organization
• Establishes and communicates goals and objectives; defines methodologies, tasks, and activities; and clearly describes roles and responsibilities for performing personnel. Communicates broadly to help ensure overall coordination for cross-functional teams
• Perform Configuration Management activities relating to identification, control, and tracking of designated systems and/or equipment
• Interface with and coordinate with other ITIL Process teams in the organization to include Incident Management, Problem Management, Change Management, Capacity Management, and Release Management
• Develops and maintains software configuration management tools to support configuration identification, control, reporting, and delivery of both internally developed software and externally purchased commercial-off-the-shelf (COTS) software products
• Senior-level IT Service Management leadership experience in support of a DoD Networks
• High level understanding of IT service offerings in a DoD environment
• Trains and evaluates employees to enhance their performance, development, and work product
• Addresses performance issues and makes recommendations for personnel actions
• Ability to prioritize and drive to results with a high emphasis on quality
• Team player with good communication, organizational, and strong interpersonal skills
• Communicates with users concerning the status of incidents and service requests
• Ability to develop and direct SOP's and workflow processes that will be implemented and measured to evaluate performance
• Ability to identify IT service goals and objectives with leadership and piers, and carry plans throughout execution
• Ability to coordinate service procedures across different IT disciplines, and update documentation as the procedures evolve and mature through testing and application
• Assume the leadership role to develop processes, train team members and carry process through from start to finish
• Track and report performance to leadership and identify areas that need improvement
• Need Security + certification
• Need minimum interim Secret clearance
• Ensure the Tech Support team is operating as efficiently and effectively as possible
• Mentor the team and ensure delivery of committed Service Levels and meeting all stated metrics
• Partner with all Ascend departments to provide appropriate hardware, software, and technical support
• Handle day-to-day management responsibilities for direct reports
• Assist/lead team in daily activities such as ticket work, escalations calls, and general support
• Establishes and maintains effective working relationships with business and technical staff on-site, as well as remote
• Re-establishment of a proper knowledge base and personal guidance of high-priority support for large customers
• 3-5 years providing technical support and end-user services support including current Windows and Apple desktop and application software
• Thorough understanding of Microsoft Office applications and both Windows and Apple operating systems
• 2-3 years installing, upgrading, troubleshooting and repairing personal computers in a network environment
• MCP (Microsoft Certified Professional) or equivalent certifications
• 2-4 years of people management experience
• College level degree in computer related technologies preferred or equivalent experience required
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
• Engages in customer and stakeholder relationships to advise and consult on expectations, requirements and problems related to service integration and operations
• Establishes and meets agreed levels of incident resolution and request fulfillment; continually improve the service desk delivery processes to ensure optimal efficiency of service quality for customers
• Develops procedures that outline how incidents, requests and problems are identified, documented, assigned and managed in the ITSM tool (ServiceNow)
• Analyzes performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues
• Develops and implements service desk policies, processes and procedures for the management and support of customers, to include responsibility for effective communication of status
• Ensures the service desk provides and delivers high levels of support by providing trends, reports and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement
• Identifies, recommends, develops and implements programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management
• Attends and actively participates in Change Advisor Board (CAB) meetings and release management processes
• Work with our global IT management teams to ensure customer satisfaction is obtained at the highest level in all geographical locations
• Manage the Brinker Service Desk to ensure maximum value is being returned to the business
• Ensure the service desk is adequately prepared to take on the support of new or changed systems as they move from Build to Run
• Ensure service level agreements (SLA) are adhered to
• Build and maintain relationship based upon trust with the business and restaurants
• Build and maintain a partner relationship with vendors
• Effectively resolve escalations received from various levels of the organization
• Act as a representative on behalf of the service desk within project teams
• Schedule the service desk analysts to cover a combination of evenings, weekends and holidays
• Ability to analyze data to make appropriate suggestions in handling fluctuations in workload, mitigating call volume and incident trending analysis
• Ability to properly redirect resources to accommodate call volume, crisis situations and any business impacting opportunities that detract from teams effectiveness
• Involvement in definition/refinement of foundational support needs including Statements of Work with Supplier Partners, Service desk Policies/Procedures, and SLA’s with customers
• Ability to manage budgets, schedules, and associated role deliverables; results oriented
• Feedback’s Priceless - I see more through your feedback
• Own it - I own, drive and achieve key results
• Win Together - I work across boundaries to achieve key results
• Trust Matters - I act in a manner that cultivates trust in others
• Thinking Forward - I think and act in a manner to deliver desired future results
• Bachelor’s degree or higher Preferred
• At least five years’ experience with IT Service/Help Desk operations for companies with at least 1000 IT users
• Three or more years in a previous IT Operations Management or related position required
• Experience managing an IT Call Center software system required, Cisco Call Center experience preferred
• Demonstrates people management and organizational skills
• Receives direction and produces results in a timely manner with minimum oversight
• Prioritizes to meet deadlines while producing high quality results
• Experience coordinating SOX audited access management procedures is preferred
• Experience with IT Service Management System required
• Experience with either BMC (TrackIT, FootPrints or Remedy), Service Now or Cherwell preferred
• Experience with Microsoft Windows, Microsoft Office, Desktops, Tablets and printers
• Communicates effectively and professionally with users, customers, and other IT personnel
• ITIL Foundation Certification is a plus
• Project Management knowledge is a plus
• Proven ability to develop and expand executive leadership relationships and expand business
• Understand and manage customer requirements (deliverables and environmental factors) to ensure contract compliance and customer satisfaction
• Ensure engagement methodology is followed by team from opportunity assessment to project closeout
• Financial and contractual responsibility for engagement profitability
• Explore additional business opportunities and drive future business through quality results
• Ensure Service Management Office project management methodology is followed on all client engagements
• Mentor, manage and develop project team members
• Conduct annual reviews and provide feedback throughout the year on employee performance where required
• Ensure Human Resources policies and procedures are communicated and executed according to internal and consultant HR policies
• Bachelor's Degree or equivalent, relevant experience
• Experience in information technology and/or professional services with a preference for experience at a consulting services provider in a delivery management role
• Experience leading a support team(s) for a large scale enterprise environment providing project management and daily operational oversight within a professional services delivery environment
• Strong business acumen with the ability to develop a business case, to gather business requirements, and translate them into a customer solution when required
• Experience managing, delivering and administrating client professional services agreements including the change management process
• Industry recognized certifications: ITIL, Lean Six Sigma
• In depth understanding of Services Outsourcing, PMI PMBOK. PMP and/or IAOP (Outsourcing Professional) certification a plus
• Excellent oral and written communication skills (English language), analysis and problem solving skills as well as excellent time management and organizational skills
• Ability to listen, analyze and organize thoughts and facts (solve problems) in a real time environment
• Demonstrated experience communicating and presenting at senior executive/director levels (IT Director, VP, CIO, etc.)
• Superior people and personnel management skills
• Demonstrated advanced project data/ risk analysis and correlation/ mitigation skills
• Associate Degree and/or two years of customer service supervisory experience. More years of experience will count in lieu of a degree
• Experience with computer software relating to word processing, data base and excel
• Demonstrated creativity and organization skills
• Demonstrated strong interpersonal communication skills, both written and oral
• CPR and first aid certifications required
• Must be able to work a flexible schedule to meet the needs of the facility

Service Desk Manager, Consumer Services Resume Examples & Samples

• Bachelor’s Degree in Business, Information Systems or related fields required
• 3-5 years of experience in a supervisory role, experience with remote teams is a plus
• Experience with Microsoft Office, Excel, MS Access, SAS (Salesforce, RightNow, Echopass), SQL, SAP Business Objects
• Knowledge of industry best practices associated with reporting

Related Job Titles

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• Help Desk Manager

5 Amazing help desk manager Resume Examples (Updated 2023) + Skills & Job Descriptions

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Help desk manager: resume samples & writing guide, employment history.

• Manage help desk staff and resources
• Provide technical support and troubleshooting assistance
• Monitor and analyze help desk performance

Do you already have a resume? Use our PDF converter and edit your resume.

• Analyze customer feedback
• Ensure compliance with IT security policies
• Develop and maintain service level agreements
• Ensure customer satisfaction
• Respond to customer inquiries
• Track and report help desk metrics
• Manage and coordinate help desk operations
• Monitor system performance
• Maintain and update help desk knowledge base

Professional Summary

• Monitor help desk ticketing system
• Develop and implement help desk policies and procedures

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Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

help desk manager Job Descriptions; Explained

If you're applying for an help desk manager position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

help desk manager

• Completely replaced County phone system – upgraded from digital to VoIP, saving $8,000.00 in contracted services for maintenance, while upgrading and enhancing phone system features.
• Upgraded T1 incoming phone line service to SIP Trunks – increased call volume and dependability of phone service.
• Installed and setup new Track-It Help Desk ticket system – setup and managed Track-It ticket system for all tickets within IT, increasing communication and ticket resolution by 40%.
• Updated all Help Desk Policy and Procedures – reviewed and updated all policy and procedures for Help Desk personnel yearly and streamlined procedures, to improve productivity.
• Performed annual review of Help Desk analytics – set department KPI’s using Help Desk analytics to track results.

help desk manager Job Skills

For an help desk manager position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Computer Hardware
• Software Installation
• Troubleshooting
• System Administration
• Data Backup
• Operating Systems
• Data Recovery
• Cybersecurity
• Technical Support
• System Security
• Cloud Computing
• Virtualization
• Network Security
• Help Desk Support
• Customer Service
• Active Directory
• Network Protocols

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Data Analysis
• Project Management
• Presentation
• Written Communication
• Social Media
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your help desk manager Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

• Train and mentor help desk personnel

Provide your Contact Information and Address Year Gaps

Always explain any gaps in your work history to your advantage..

• Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
• Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.

How to Optimize Your help desk manager Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

• Manage and co-ordinate helpdesk operatings
• Maintain and update helpdesk knowledgebase
• Respond too customer inquirys
• Develp and implement help desk policie and procedurse
• Analyse customer feedback
• Track and report help desk metrix
• I went to the store to buy some groceries
• I went too the store too buy some groceries.

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume..

• Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
• Before submitting your resume, double check to avoid typos.

help desk manager Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an help desk manager position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

To the respected Accenture Recruitment Team

I am writing to express my interest in the Associate Help Desk Manager role at Accenture. As a Help Desk Manager with 1 years of experience in Information Technology (IT), I am confident that I have the necessary skills and expertise to succeed in this position.

My diverse life experiences have taught me the importance of adaptability, creativity, and resilience. Whether it was on the job, or simply on my day to day, I have learned to navigate challenges and find innovative solutions. I am confident that I possess the skills and expertise necessary to excel in the position at Accenture and I am excited about the opportunity to grow with a team that values these qualities and contribute to your organization's growth and success.

I am elated about the opportunity to join a team that shares my passion for this field, and values collaboration and innovation. I am confident that together we can overcome whatever tests and challenges are put on our way.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

Contemporary

Professional

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Service Desk Manager Resume Examples

Are you looking to create an effective service desk manager resume that will get you an interview? Writing a resume can be a difficult and time-consuming process, but it doesn’t have to be. This blog post will provide you with a comprehensive guide to writing a service desk manager resume that will stand out from the competition. We will walk you through the essential components of a resume, provide helpful tips and tricks, and offer resume examples that you can use as a starting point. With the guidance of this blog post, you will be able to create a resume that effectively showcases your skills and experience and increases your chances of getting an interview.

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Service Desk Manager

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

Highly motivated, organized and detail- oriented Service Desk Manager with over 10 years of IT experience in a customer service environment. Adept in quickly resolving customer issues, developing and implementing new procedures and processes, and working collaboratively in a team- based environment. Proven track record of providing superior customer service while leading a team of service desk professionals. A skilled problem- solver with a commitment to excellence in customer service.

Core Skills :

• Service Desk Management
• Troubleshooting
• Client Relations
• System Administration
• Problem Solving
• Customer Service
• Network Infrastructure
• Process & Procedure Development
• Team Leadership
• Communication

Professional Experience :

IT Help Desk Manager ABC Company, Anytown, USA April 2016 – Present

• Manage day- to- day operations of the IT help desk for a fast- paced organization with over 200 employees.
• Oversee team of 5 service desk technicians, providing technical support, training, and guidance.
• Respond to customer inquiries and resolve technical issues in a timely and accurate manner.
• Create and implement processes and procedures to ensure timely resolution of customer issues.
• Develop and implement strategies to improve customer service, reduce response times, and increase customer satisfaction.
• Track, measure, and report on customer service metrics.
• Serve as primary point of contact for escalated customer issues.

IT Help Desk Technician XYZ Company, Anytown, USA July 2011 – March 2016

• Provided first and second- tier technical support to customers via telephone and email.
• Resolved customer inquiries and escalated issues as needed.
• Troubleshot hardware and software issues and configured, networked, and installed hardware and software.
• Monitored customer service queues and responded to customer inquiries in

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Service Desk Manager Resume with No Experience

Reliable and organized Service Desk Manager with no experience, skilled in resolving technical issues, managing IT operations and providing outstanding customer service. Highly knowledgeable in multiple software programs and adept at troubleshooting equipment and resolving technical issues. Excellent communication and organizational skills.

• Strong problem- solving skills
• Excellent communication and interpersonal skills
• Knowledge of IT operations, hardware and software
• Ability to prioritize tasks and manage time effectively
• Computer and technical troubleshooting

Responsibilities

• Manage IT operations and provide technical support.
• Ensure customer inquiries are answered and issues are resolved quickly and accurately.
• Install, maintain and troubleshoot hardware and software.
• Train and mentor junior service desk staff.
• Monitor operational performance and take corrective action.
• Develop and implement service desk policies, procedures and standards.

Experience 0 Years

Level Junior

Education Bachelor’s

Service Desk Manager Resume with 2 Years of Experience

I’m a Service Desk Manager with 2+ years of experience managing service desks and creating customer support plans. I have a track record of improving customers’ experiences and satisfaction, providing 24/7 support, and reducing customer wait times and overall IT costs. I’m also highly experienced in troubleshooting IT system problems, providing technical support and training, and documenting incident resolutions.

• Customer Service: Developed and implemented customer service policies and procedures, established service desk procedures and standards, and trained staff in customer service best practices.
• Technical Support: Provided technical support and troubleshooting for IT systems, documented system issues and resolutions, and supported customers with inquiries.
• Incident Management: Managed IT service desk incidents and requests, monitored service performance and service metrics, and participated in process improvement initiatives.
• Problem Solving: Resolved customer inquiries quickly and effectively, improved response times, and reduced service desk costs.

Responsibilities :

• Managed and monitored service desk performance and service metrics, such as response time, resolution time, and service availability.
• Responded to customer inquiries and requests and provided technical support and troubleshooting.
• Developed and implemented customer service policies and procedures and trained service desk staff in customer service best practices.
• Led process improvement initiatives, such as incident management, problem solving, and root cause analysis.
• Documented system issues and resolutions and provided feedback to customers regarding status updates.
• Improved response times and reduced service desk costs.

Experience 2+ Years

Service Desk Manager Resume with 5 Years of Experience

Service Desk Manager with 5+ years of experience leading and managing teams of service desk professionals in a fast- paced, customer- oriented environment. Experienced in managing daily operations, providing guidance and career development to teams, and developing customer service protocols and procedures. Proven track record in responding to and resolving customer inquiries in an efficient and timely manner, while providing superior customer service.

• Team Leadership and Management
• Customer Service Solutions
• Service Desk Reporting and Analysis
• IT Asset and Configuration Management
• Problem Solving and Troubleshooting
• Documentation and Process Mapping
• Vendor Management
• Staff Training and Development
• Developed and implemented customer service protocols and procedures to ensure prompt, quality resolution for customer inquiries.
• Led and managed a team of service desk professionals, providing guidance, development and career direction.
• Maintained accurate records of customer service interactions and resolutions.
• Provided quality service in a timely manner while ensuring customer satisfaction.
• Ensured service desk operations ran in accordance with established protocols and procedures.
• Developed and managed the service desk budget.
• Trained, mentored and supervised team members.
• Analyzed service desk performance metrics and implemented changes to improve customer service.
• Implemented process improvements and automation to streamline service desk operations.
• Managed IT asset and configuration management of all service desk systems.
• Developed and maintained relationships with vendors and external service providers.

Experience 5+ Years

Level Senior

Service Desk Manager Resume with 7 Years of Experience

With seven years of experience in the service desk management arena, I bring a range of technical, customer service and strategic management expertise to any team. My background includes managing IT service desks at small, medium, and large companies, where I was responsible for driving customer service initiatives, resolving complex technical problems, and overseeing day- to- day operations. I have a proven track record of staying up- to- date on the latest industry trends and technologies, and managing the development and implementation of new systems and processes.

• Proven experience managing IT service desks
• Strong understanding of customer service initiatives
• Exceptional problem solving and troubleshooting skills
• Effective communicator and team leader
• Knowledgeable in current industry trends and technology
• Experienced in developing and implementing new systems
• Skilled in overseeing daily operations
• Managing IT service desks for small, medium, and large companies
• Developing and implementing new systems and processes
• Taking ownership of customer service initiatives and resolving complex technical problems
• Overseeing day- to- day operations, including completing reports and analyzing performance metrics
• Training new team members on service desk procedures and processes
• Maintaining updated knowledge of industry trends and technologies

Experience 7+ Years

Service Desk Manager Resume with 10 Years of Experience

I am an experienced Service Desk Manager with ten years of IT experience in customer service and problem- solving. I have extensive knowledge of resolving technical issues and providing exceptional customer service. I have excellent communication and problem- solving skills and I am adept at creating and implementing service desk procedures to ensure customer satisfaction. I am also well- versed in troubleshooting and managing technical teams to ensure operational efficiency.

• Technical Support
• Problem- solving
• Team Management
• Supervise daily activities of the Service Desk team
• Monitor service desk performance and ensure customer satisfaction
• Establish and implement service desk procedures
• Manage and troubleshoot technical issues
• Provide technical assistance and training to customer service staff
• Develop and maintain accurate customer records
• Track and monitor customer feedback
• Create and implement system and service process improvements
• Train customer service staff on customer service strategies and techniques
• Ensure compliance with service desk policies and procedures
• Provide technical assistance and guidance to customers

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Desk Manager Resume with 15 Years of Experience

A highly experienced Service Desk Manager with 15+ years of experience in managing service desks, overseeing customer support, and resolving complex customer service issues. Proven track record of providing excellent service and exceeding customer expectations, while maintaining in- depth knowledge of customer service processes, systems and procedures. Possesses excellent problem- solving and communication skills, with the ability to manage large and complex projects efficiently.

• Service Delivery
• Project Management
• Team Building
• Process Development
• Manage and oversee the service desk operations, ensuring that customer service is provided in a timely and professional manner.
• Establish service standards, policies and procedures for providing customer service.
• Develop and implement service strategies and plans that are aligned with the business objectives.
• Monitor team performance and ensure that quality customer service is provided.
• Provide technical guidance and support to the service desk staff.
• Ensure that customer inquiries and requests are responded to in a timely manner.
• Maintain in- depth knowledge of service desk operations and customer service processes.
• Identify areas for improvement, develop solutions and implement changes.
• Ensure that customer service staff adhere to established policies and procedures.
• Train and mentor service desk personnel.
• Ensure that customer service processes and procedures are followed.
• Maintain effective communication and relationships with customers.

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Service Desk Manager resume?

The resume for a Service Desk Manager should be one that shows the employer how you can be an asset to their business. Here are some important items to include to make sure your resume stands out from the competition.

• Professional Summary: Summarize your experience and qualifications in a concise, engaging summary.
• Technical Skills: Include any technical certifications, qualifications, and experience that demonstrate your ability to manage a service desk.
• Project Management: Demonstrate any past project management experience you have relevant to the position, such as overseeing the implementation of a new IT system.
• Communication Skills: Show the employer your ability to effectively communicate with both external customers and internal team members.
• Interpersonal Skills: Highlight your ability to develop strong relationships with colleagues and customers.
• Time Management: Demonstrate your capacity to successfully manage time and prioritize tasks.
• Problem-Solving Skills: Show the employer your capacity for troubleshooting, analyzing information, and resolving issues quickly.
• Customer Service: Demonstrate any prior customer service experience you have that is relevant to the position.
• Leadership: Show the employer your capacity to lead a team of technicians, providing guidance and direction.

What is a good summary for a Service Desk Manager resume?

A service desk manager provides invaluable support to an organization’s customers and employees. They are responsible for supervising and leading a team of customer service representatives to ensure customer satisfaction. To be successful in this role, a service desk manager should have strong customer service, communication, and leadership skills.

A good summary for a Service Desk Manager resume should highlight the individual’s ability to lead and manage a team, as well as their experience with customer service and leadership. The summary should also include any technical skills the individual may possess, such as knowledge of software or hardware applications, as well as any certifications the individual may have. It should also demonstrate the individual’s ability to problem-solve and provide effective solutions to customer issues. The summary should convey the individual’s passion for customer service and their ability to remain organized and efficient in a demanding environment.

What is a good objective for a Service Desk Manager resume?

A Service Desk Manager is responsible for ensuring that the customer service and technical support teams provide exceptional support to customers. As such, it is important for Service Desk Managers to have a resume that highlights their qualifications and experience in customer service and technical support.

When writing an objective for a Service Desk Manager resume, there are a few key points to remember. Here are some tips for a strong objective statement:

• Highlight your customer service and technical support experience: As a Service Desk Manager, your primary responsibility is to ensure that customers receive top-notch customer service and technical support. To demonstrate your qualifications and experience in this area, make sure to include your experience in customer service and technical support.
• Emphasize your problem-solving and analytical skills: As a Service Desk Manager, you will be responsible for diagnosing and resolving customer issues. Make sure to emphasize your problem-solving and analytical skills in your objective statement, as these are essential to success in this role.
• Showcase your leadership abilities: As a Service Desk Manager, you will be responsible for leading your team to success. Be sure to mention your leadership abilities, such as your experience in managing teams and motivating staff.
• Demonstrate your commitment to excellence: Service Desk Managers must be committed to providing excellent customer service and technical support. Showcase your commitment to excellence in your objective statement.

By incorporating these points in your objective statement, you can create an effective resume that will help you stand out from the crowd and land the job you want.

How do you list Service Desk Manager skills on a resume?

When it comes to listing Service Desk Manager skills on your resume, it’s important to be specific and showcase the value you bring to the table. Here are some of the key skills you should include:

• Technical Support: Service Desk Managers should have a firm understanding of technical support and be able to provide technical assistance, troubleshooting, and problem resolution.
• Customer Service: Service Desk Managers must have excellent customer service skills, as they are the primary point of contact for customer-related issues.
• Analytical Thinking: Service Desk Managers must possess strong analytical skills and be able to analyze problems quickly and come up with creative solutions.
• Communication: Service Desk Managers must have excellent communication and interpersonal skills in order to effectively interact with both customers and team members.
• Project Management: Service Desk Managers must be able to manage projects and coordinate resources in order to ensure successful project completion.
• Problem Solving: Service Desk Managers must be able to identify possible problems and develop solutions to rectify them.
• Leadership: Service Desk Managers must be able to lead and motivate their teams in order to ensure optimal performance.
• Attention to Detail: Service Desk Managers must have a keen eye for detail and be able to identify potential issues before they become major problems.

What skills should I put on my resume for Service Desk Manager?

A Service Desk Manager is responsible for ensuring that customer service requests are handled in a timely and professional manner. As such, they must have a range of technical, organizational and communication skills. When preparing your resume for this role, you should ensure that you emphasize the following key skills:

• Technical Knowledge: Service Desk Managers must have a high level of technical knowledge and expertise in order to effectively manage service requests. This includes knowledge of IT systems, operations, hardware and software, as well as troubleshooting and problem-solving skills.
• Organizational Skills: Service Desk Managers must be highly organized and able to manage their time efficiently. This includes the ability to prioritize tasks, manage customer requests and delegate work to other team members.
• Communication Skills: The ability to listen and communicate effectively with customers is a key skill for this role. Service Desk Managers must be able to explain technical solutions in a clear and concise manner and provide excellent customer service.
• Leadership Skills: Service Desk Managers must also be able to lead and motivate their team. This includes the ability to provide guidance, give feedback and identify areas for improvement.
• Problem-Solving Skills: Service Desk Managers must be able to investigate and identify the causes of customer service issues and develop solutions. They must also be able to think proactively and find ways to prevent similar issues from occurring in the future.

By highlighting these key skills on your resume, you can demonstrate to prospective employers that you have the qualifications needed to be a successful Service Desk Manager.

Key takeaways for an Service Desk Manager resume

As a Service Desk Manager, you play a pivotal role in the IT department of an organization. Your goal is to ensure the smooth operation of IT systems and the service desk team. As you prepare to update your resume, there are a few key takeaways to keep in mind that will help you stand out from the competition.

First, highlight your technical skills. As a Service Desk Manager, you should be knowledgeable about a wide range of technologies, such as operating systems, hardware, software, and network systems. You should also have experience troubleshooting hardware and software-related problems. Showcase your technical abilities by listing your key skills and any certifications you have earned in the field.

Second, emphasize your leadership experience. As a Service Desk Manager, you will be responsible for leading a team of technical staff. You should be able to demonstrate strong team management and leadership abilities, such as the ability to delegate tasks and motivate staff. Highlight any supervisory experience you have on your resume, including any IT projects you have overseen.

Finally, showcase any customer service experience you have. As a Service Desk Manager, part of your job is to provide excellent customer service to internal customers. Highlight any customer service skills you have such as problem-solving, communication, and troubleshooting. Showcase any customer service experience you have, such as managing customer queries or responding to complaints.

By following these key takeaways, you can create a Service Desk Manager resume that will stand out from the competition. Showcase your technical skills, leadership abilities, and customer service experience to demonstrate your qualifications for the role.

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Help Desk Manager Resume Example

Troubleshooting tickets, but your resume is calling for tech support? Check out this Help Desk Manager resume example, refined with Wozber free resume builder. Grasp the best approach to align your management mastery with job specifics, ensuring your career journey always comes with a smooth resolution!

Help Desk Manager Resume Templates

How to write a Help Desk Manager resume?

Congrats, aspiring Help Desk Manager! If you're stepping into the tech support realm aiming for that leadership role, your resume is your golden ticket. It's more than a document; it represents years of troubleshooting and your journey in tech support. With the Wozber free resume builder , let's navigate through crafting a resume that not only checks boxes but also positions you as the top candidate for the Help Desk Manager role.

Ready to elevate your resume game? Let's dive into creating a resume masterpiece, tailored just for you, with ATS optimization in mind.

Personal Details

The Personal Details section is your resume's introduction—make it count. For a Help Desk Manager, this section is more than contact info; it's the initial handshake. Here's how to tailor it specifically for your Help Desk Manager ambitions.

1. Legibly Present Your Name

Your name is your brand; ensure it's prominently displayed. Choose a clear, professional font, showcasing your name confidently at the top. This commands attention and sets a professional tone.

2. Align With Your Target Role

Directly below your name, position the title 'Help Desk Manager'. This instant alignment with the job role you're applying for acts like a beacon for hiring managers, telling them you're a direct match.

3. Essential Contact Details

Include your phone number and a professional email address, formatted as [email protected], to maintain professionalism. Double-check for accuracy; you don't want to miss a call for an interview!

4. Location Matters

Since the job specifies being located in Los Angeles, California, including your city and state assures hiring managers there won't be relocation delays. This small detail can significantly smooth out the hiring process.

5. Professional Online Presence

If you have a LinkedIn profile or personal website showcasing your professional achievements or portfolio, include it. Ensure it's updated and mirrors the skills and experiences on your resume.

Precision in your personal details sets the stage for a strong first impression. In the world of Help Desk Management, where details matter, starting off with clear, aligned personal details speaks volumes about your professionalism. Remember, this section is your business card within the resume, opening doors to potential conversations.

For a Help Desk Manager, the Experience section is where you shine the brightest. It's your opportunity to display your leadership in technical support and customer service arenas. Let's break down how to make your journey resonate with the job you want.

• Managed and led a team of 15 help desk technicians to provide top‑tier technical support and customer service, resulting in a 98% customer satisfaction rating.
• Established and successfully achieved performance goals, metrics, and service level agreements, leading the team to consistently surpass company expectations.
• Developed and implemented a comprehensive training program that enhanced the team's technical skills, reducing average issue resolution time by 25%.
• Collaborated with various IT teams, streamlining support processes which improved ticket resolution time by 20%.
• Handled and resolved over 500 escalated customer complaints within pre‑determined timelines, maintaining high customer retention rates.
• Provided advanced technical support to a diverse client base of over 1,000 users, achieving a 90% first‑call resolution rate.
• Evaluated, recommended, and integrated new help desk software, resulting in a 30% increase in team efficiency.
• Mentored and trained 5 junior technicians, who went on to become top performers in the team.
• Led a company‑wide hardware refresh project, successfully upgrading over 500 devices within a 6‑month timeframe.
• Initiated and maintained a knowledge base system, which improved the team's productivity by 15%.

1. Dissect the Job Requirements

Begin by highlighting key aspects from the job description, such as "managed and led a team" and "develop and implement training programs". These phrases are your guiding stars for framing your experience.

2. Structure and Detail

List your positions chronologically, starting with the most recent. Include job title, company, and duration of employment. This clear structure helps hiring managers quickly grasp the trajectory of your career.

3. Highlight Relevant Accomplishments

Craft bullet points that echo the job's responsibilities and requirements. Use action verbs and quantify achievements where possible, such as "increased customer satisfaction rating by 5%". This shows impact and initiative.

4. Quantify Success

Wherever possible, attach numbers to your achievements. Managed a team size, improved resolution time, reduced ticket backlog—these quantifiable achievements speak volumes about your capacity to lead and improve processes.

5. Relevance Is Key

Keep every bullet point aligned with the target role. While unrelated achievements might be impressive, focus on what matters for a Help Desk Manager. This relevance makes your application compelling.

Your Experience section is the core of your resume. It's the narrative of your professional journey, tailored to showcase your perfect fit for the Help Desk Manager role. Approach each bullet point as a testament to your ability to lead, innovate, and deliver outstanding technical support. Remember, you're not just listing jobs; you're showcasing a trajectory of growth and leadership.

In the tech world, your educational background can significantly bolster your credibility. For a Help Desk Manager role, highlighting the right education can set you apart. Let's tailor this section to reflect your strong tech foundation.

1. Identify Essential Education

The job description mentions a "Bachelor's degree in Computer Science, Information Technology, or a related field." Ensure your degree matches these specified fields closely, positioning you as a highly relevant candidate.

2. Clear & Concise Layout

Organize your educational background with a simple structure: degree, field, school, and graduation year. This straightforward layout allows for easy scanning by hiring managers, ensuring they find what they're looking for effortlessly.

3. Match Degree to Job Requirements

Given the job's emphasis on a specific field of study, listing your "Bachelor of Science in Computer Science" directly aligns with the employer's requirements, showcasing your relevant foundational knowledge.

4. Feature Pertinent Courses

If the role is particularly specialized, it can be advantageous to list courses closely related to the job. However, considering the managerial level of this role, the broad degree is likely sufficient, unless you've taken leadership or IT management courses.

5. Other Educational Recognitions

If you've achieved additional accolades, such as honors, or taken part in relevant extracurricular activities, mentioning these can highlight your engagement and dedication beyond academics.

Your education is a cornerstone of your candidacy for the Help Desk Manager position. It's not merely a list; it's a testament to your technical and problem-solving foundation. Tailor this section to underscore your qualifications and readiness for the role, demonstrating that you possess the knowledge base to lead and innovate.

Certificates

In the IT and tech support world, certifications can significantly enhance your profile. They serve as proof of your specialized knowledge and commitment to ongoing professional development. Let's align your certifications with the Help Desk Manager role.

1. Highlight Relevant Certificates

The job description values certifications like "ITIL Foundation" and "HDI Support Center Manager". List these prominently if you have them, as they directly correlate with the job's requirements and show your commitment to industry standards.

2. Choose Impactful Certifications

Quality over quantity is key here. Highlight certifications that closely align with the Help Desk Manager role and its expectations. This ensures your resume remains focused and impactful, showcasing your readiness and expertise.

3. Note Dates and Validity

Providing the dates of your certifications, especially if they are recent, adds to your profile's relevancy. It shows that you are up-to-date with current best practices and technologies, an important trait for a Help Desk Manager.

4. Stay Current

The tech field evolves rapidly, and so should your certifications. Regularly updating your credentials and pursuing new learning opportunities demonstrates your dedication to professional growth and an understanding of the latest trends and practices.

Your certificates are badges of honor, reflecting your expertise and commitment to excellence in the IT support world. By tailoring this section to include specific, relevant certifications, you underscore your qualifications for the Help Desk Manager role, preparing you to lead with confidence and up-to-date knowledge. Stay proactive in your learning journey; it's an investment in your career's future.

The Skills section is a concise showcase of what you bring to the table. For a Help Desk Manager position, balancing technical knowledge with leadership qualities is crucial. Let's make your Skills section a powerful testament to your dual capabilities.

1. Dissect the Job Description

Start by closely reviewing the job description for both explicit and implicit skill requirements. Skills such as "ITIL expertise", "exceptional customer service", and "strong technical communication" are direct cues to include in your resume.

2. Prioritize Relevant Skills

List both hard and soft skills that align with the Help Desk Manager role, emphasizing a balance between technical proficiency and leadership qualities. This approach showcases your comprehensive skill set, making you a well-rounded candidate.

3. Organize for Impact

While you might possess a wide range of skills, focus on those most relevant to the Help Desk Manager position. A concise, well-organized list that matches the job description captures the hiring manager's attention and demonstrates your suitability for the role.

Your Skills section is a compact display of your professional arsenal, tailored to the Help Desk Manager role. By carefully selecting and presenting your most relevant skills, you underscore your readiness to lead and solve problems effectively. This section is your opportunity to reassure the hiring manager of your unique fit for the role's demands.

In our interconnected world, being multilingual can be a significant asset, especially in customer-facing roles like Help Desk Manager. Showcasing your language skills can underline your capability to communicate with diverse teams and clients.

1. Review Language Requirements

The job description specifies, "Proficiency in both oral and written English required." Clearly, emphasize your proficiency level in English, positioning it at the top of your languages list to immediately meet one of the key demands.

2. Highlight Additional Languages

Listing other languages you're proficient in showcases your ability to communicate in a diverse work environment. This can be particularly appealing in multinational companies or roles involving coordination across different locations.

3. Assess Your Proficiency Level

Be honest about your language skills, using terms like 'Native', 'Fluent', 'Intermediate', and 'Basic' to describe your proficiency. This provides a clear understanding of your linguistic capabilities, setting realistic expectations.

4. Understand the Role's Scope

For roles with a global or multicultural aspect, additional languages can be a major plus. Even if not explicitly stated, this capability can make you stand out as a candidate well-equipped to handle international or diverse clientele.

5. Be Honest About Your Proficiency

It's important to accurately assess and communicate your language skills. Overselling or underselling your linguistic abilities can lead to miscommunications or missed opportunities in effectively engaging with your team and clients.

Your ability to communicate in multiple languages is a showcase of your readiness to engage with a diverse, global audience. In a world that's increasingly interconnected, your linguistic skills are invaluable, opening doors to new opportunities and enriching your professional interactions. Highlight your proficiency with pride, for every language you speak fluently is another step toward universal connection and understanding.

A captivating summary brings your resume to life, offering a snapshot of your career and personality. For a Help Desk Manager, it's about striking the right blend of technical prowess and leadership acumen. Let's craft a summary that sets you apart.

1. Grasp the Role's Essence

Dive deep into the job description, understanding the nuances and core responsibilities. This insight helps you align your summary with the employer's expectations, showcasing your suitability from the get-go.

2. Start Strong

Begin with a powerful introduction that encapsulates your professional identity and core competencies. Mention your years of experience in the IT field, emphasizing your leadership roles and highlights that demonstrate your capability as a Help Desk Manager.

3. Address Key Requirements

Touch on the main skills and achievements that align with the job's requirements. Highlighting experiences like "led a team to achieve a 98% customer satisfaction rating" directly showcases your relevance and potential impact.

4. Keep It Snappy

Your summary should be a teaser, not a tell-all. Aim for three to five lines that encapsulate why you're the ideal candidate, inviting the hiring manager to delve deeper into your resume. This is your elevator pitch; make every word count.

Your summary is more than an introduction; it's a strategic overview that positions you as the Help Desk Manager candidate of choice. By weaving your professional story with precision and purpose, you connect with the hiring manager, compelling them to consider you seriously for the role. It's your moment to shine; ensure your summary reflects your best, aligning neatly with the job description.

Launching Your Help Desk Manager Journey

Congratulations on taking this crucial step towards your next Help Desk Manager role! Equipped with a resume finely tuned to the nuances of the position, you're ready to take the tech world by storm. Remember, your resume is a dynamic document; it reflects your growing experience and evolving skills. Keep it updated, and stay proactive in aligning it with your career goals.

The path ahead is promising. With your optimized resume in hand, you're not just responding to opportunities; you're creating them. Here's to your success – may your journey be as rewarding as the solutions you're set to provide!

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years' experience in a technical support or help desk role, with at least 2 years in a managerial or leadership capacity.
• Strong knowledge of ITIL best practices and experience implementing service desk processes.
• Proven expertise in customer service, problem-solving, and technical communication.
• Relevant certifications such as ITIL Foundation, HDI Support Center Manager, or Microsoft Certified: Modern Desktop Administrator Associate are preferred.
• Proficiency in both oral and written English required.
• Must be located in Los Angeles, California.
• Manage and lead a team of help desk technicians, ensuring the highest level of technical support and customer service.
• Establish performance goals, metrics, and tracks service level agreements (SLAs) to ensure team meets or exceeds expectations.
• Develop and implement training programs to enhance the team's technical skills and knowledge base.
• Collaborate with other IT teams and departments to optimize support processes and drive continuous improvement.
• Handle escalated customer complaints and ensure timely resolution to maintain customer satisfaction.

Other Information Technology Resume Examples

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3 Help Desk Resume Examples - Here's What Works In 2024

As a help desk specialist, you keep the company up and running by providing technical support. your role is to help both end-users and employees troubleshoot their issues with software or hardware. that is why help-desk professions are so important in any organization. do you want to take your resume to the next level check out this guide. we’ll help you create your own help desk resume with three customizable templates and insightful tips. let’s get started..

A help desk is an IT system and the main point of contact between a company and its users. It provides support for both its personnel and customers. Additionally, these systems include self-service resources such as articles and a community channel. They have a contact channel where users can request a help desk analyst to help them solve their issues with products. Employees can also talk to technicians if they need help with setup or networking issues. 

Help desk technicians must be proficient at troubleshooting and networking. These are two main things you should mention in your resume. You should also have excellent communication skills and logical thinking to resolve issues efficiently. 

According to the Bureau of Labor Statistics (BLS), the majority of entry-level computer support specialists have an associate degree in a computer science -related field. However, some employers will hire candidates with only a high-school diploma and relevant IT experience. You can also include relevant certifications in your resume to stand out. 

Most help desks work with support tickets to keep track of the volume of requests and prioritize those with higher urgency. As a help desk specialist, you can work on multiple bulks of tickets with a prioritization approach.

In this guide, we’ll discuss some of the different help desk roles and give you tips on how to optimize your resume. Take a look below to get more insights about each career.

Help Desk Resume Templates

Jump to a template:

• Help Desk Analyst
• Help Desk Technician
• IT Help Desk (Entry Level)

Jump to a resource:

• Keywords for Help Desk Resumes

Help Desk Resume Tips

• Action Verbs to Use
• Related Administrative Resumes

Get advice on each section of your resume:

Template 1 of 3: Help Desk Analyst Resume Example

Help desk analysts assist customers and employees with technical support via email or phone calls. They have a customer service role as well as an IT technician. That’s why it is vital to demonstrate outstanding interpersonal skills in your resume. Sometimes you will be talking to people who don’t have a technical background, so you must be patient and explicative.

We're just getting the template ready for you, just a second left.

Tips to help you write your Help Desk Analyst resume in 2024

   demonstrate your knowledge of help desk software..

Most help desk analysts work with specialized software like Jira to optimize operations. This type of software helps technicians with ticket prioritization and automation. Therefore, it is crucial to mention in your resume that you are familiar with these systems.

   Highlight your technical skills.

Some employers might overlook your educational background if you have the right skills and experience. That’s why it is important to put some effort into this section. Include skills like troubleshooting, networking, customer service, etc. It is vital to focus on your technical competencies.

Skills you can include on your Help Desk Analyst resume

Template 2 of 3: help desk technician resume example.

A help desk technician’s primary goal is to improve customer satisfaction by helping them resolve technical issues with the organization’s product. That’s why your resume should be tailored to the IT industry. They will also assist employees with technical queries. Another relevant help desk technician's responsibility is to educate employees on how to use machinery and software.

Tips to help you write your Help Desk Technician resume in 2024

   indicate your familiarity with agile principles..

Most help desk technicians work with an Agile approach. This helps them reduce productivity leaks and encourages collaboration among team members and stakeholders. That’s why it is worth mentioning your knowledge of this system in your resume. Technicians who are familiar with Agile principles are generally more efficient.

   Mention your abilities to cooperate with teams.

As we mentioned earlier, help desk technicians often assist employees with technical support, but they must also help them understand how to use software and hardware responsibly. Therefore, collaboration and team work skills are competencies that you must highlight in your resume.

Skills you can include on your Help Desk Technician resume

Template 3 of 3: it help desk (entry level) resume example.

Help desk centers usually work in tiers, meaning that technicians have a designated level of complexity with technical support. Some of them handle advanced issues while others focus on basic setup tasks and lower-level troubleshooting. That is precisely the work of an entry-level IT help desk specialist since they don’t have extensive experience on their resume.

Tips to help you write your IT Help Desk (Entry Level) resume in 2024

   include volunteering experience in it..

Having a lack of professional experience in help desk centers doesn’t have to prevent you from applying to this position. You can also include relevant experience in volunteering and internships. These days, this type of on-the-job training has a lot of value in the IT industry.

   Highlight projects in which you used your transferrable skills.

If you have worked in personal or extracurricular projects where you used your technical support skills, you can mention that in your resume. This is a good idea to demonstrate your value. You can highlight skills from this experience, such as problem-solving and troubleshooting.

Skills you can include on your IT Help Desk (Entry Level) resume

We consulted with hiring managers from companies like IBM, Dell, and Accenture to gather their best tips for creating a winning help desk resume. The following tips will help you showcase your technical skills, customer service abilities, and problem-solving expertise to land your next help desk job.

   Highlight your technical skills

Employers want to see the specific technical skills you possess that are relevant to the help desk role. Include a 'Technical Skills' section on your resume and list the software, hardware, and systems you are proficient in.

• Proficient in Windows, macOS, and Linux operating systems
• Experienced with help desk software including Zendesk, Freshdesk, and ServiceNow
• Skilled in remote desktop tools such as TeamViewer and LogMeIn
• Knowledge of networking protocols including TCP/IP, DHCP, and DNS

   Emphasize your customer service experience

Help desk roles require excellent customer service skills. Highlight any customer service experience you have, even if it's not directly related to IT.

• Answered phones and responded to emails
• Helped customers with their problems

Instead, quantify your achievements and provide specific examples:

• Maintained a 95% customer satisfaction rating while handling 50+ support tickets per day
• Resolved complex technical issues for non-technical customers, resulting in a 20% reduction in escalations to higher-level support

   Show your problem-solving skills

Employers want to see that you can troubleshoot and solve complex technical problems. Use bullet points to describe specific examples of how you used your problem-solving skills to resolve issues.

• Diagnosed and resolved a recurring network connectivity issue, resulting in a 30% reduction in related support tickets
• Collaborated with cross-functional teams to identify and implement solutions to a critical system outage, minimizing downtime by 50%

   Tailor your resume to the job description

Customize your resume for each job application by using keywords from the job description. This will help your resume pass through applicant tracking systems (ATS) and grab the attention of hiring managers.

For example, if the job description mentions specific skills like 'ITIL' or 'Salesforce', make sure to include those keywords in your resume if you have those skills.

Experienced help desk professional with 3+ years of experience providing technical support for Windows and macOS systems. Skilled in ITIL best practices and experienced with Salesforce CRM. Achieved a 98% customer satisfaction rating and resolved over 500 support tickets per month.

   Include relevant certifications

Certifications demonstrate your expertise and commitment to your field. If you have any relevant certifications, such as CompTIA A+, ITIL, or HDI certifications, make sure to include them on your resume.

List your certifications in a separate 'Certifications' section or include them in your 'Education' section. For example:

• CompTIA A+ Certification, 2021
• ITIL Foundation Certification, 2020
• HDI Desktop Support Technician Certification, 2019

   Highlight your achievements

Use metrics and data to showcase your achievements and demonstrate your impact in previous roles. This will help you stand out from other candidates and show the value you can bring to the organization.

• Resolved customer issues in a timely manner
• Improved customer satisfaction scores

Instead, quantify your achievements:

• Consistently resolved customer issues within a 2-hour average response time, resulting in a 95% customer satisfaction rate
• Implemented a new ticketing system that increased first-call resolution rates by 20%
• Trained and mentored 5 new help desk technicians, resulting in a 30% increase in team productivity

Writing Your Help Desk Resume: Section By Section

  header, 1. put your name on the first line.

Your name should be the most prominent element in your header, making it easy for hiring managers to identify whose resume they're reviewing. Use a larger font size than the rest of your contact details.

• John Smith | 123 Main St, Anytown, CA | (555) 555-5555 | [email protected]

Instead, format your header with your name on its own line:

• John Smith 123 Main St, Anytown, CA | (555) 555-5555 | [email protected]

2. Include essential contact details

After your name, list your key contact details so employers can easily get in touch:

• Phone number
• Professional email address
• LinkedIn profile URL (optional)
• City and state of residence

John Smith (555) 555-5555 | [email protected] | linkedin.com/in/johnsmith | Seattle, WA

Including your full mailing address is no longer necessary. Listing your city and state is sufficient and protects your privacy.

3. Optionally include your target job title

While not required, you can include your target job title in your resume header to immediately communicate the role you're seeking. This helps busy hiring managers quickly understand your career goals.

Here's an example of a resume header that includes the target job title:

• John Smith IT Help Desk Specialist (555) 555-5555 | [email protected] | Seattle, WA

However, avoid listing multiple job titles or unrelated roles, as that may confuse hiring managers about your career focus.

  Summary

A resume summary is an optional section that highlights your most relevant qualifications for the job you're applying to. While it's not required, it can be a strategic way to provide additional context about your career goals and the value you'd bring to the role, especially if you're changing careers or industries. Avoid using an objective statement, which focuses on your own goals rather than how you can contribute to the company.

When writing a summary for a help desk position, focus on your technical skills, problem-solving abilities, and customer service experience. Keep it concise and avoid repeating information that's already included in other sections of your resume.

To learn how to write an effective resume summary for your Help Desk resume, or figure out if you need one, please read Help Desk Resume Summary Examples , or Help Desk Resume Objective Examples .

1. Highlight your technical expertise

Employers hiring for help desk roles are looking for candidates with a strong foundation in technical support and troubleshooting. In your summary, showcase your proficiency in the specific technologies, software, and systems relevant to the position.

For example, instead of using a generic statement like this:

• Experienced IT professional with a background in technical support

Provide specific details about your technical skills:

• Help desk professional with 5+ years of experience troubleshooting Windows, Mac, and Linux operating systems, as well as network connectivity issues and software installation

By highlighting your technical expertise upfront, you'll demonstrate to hiring managers that you have the necessary skills to excel in the role.

To ensure your resume includes the right technical skills and keywords, try using Targeted Resume . This tool analyzes your resume against a specific job description and provides feedback on how well your qualifications align with the requirements.

2. Emphasize your customer service skills

In addition to technical expertise, help desk positions require strong communication and customer service skills. Use your summary to showcase your ability to interact with users, explain complex technical concepts in simple terms, and provide patient, empathetic support.

Help desk technician with a proven track record of providing exceptional customer service and resolving complex technical issues. Skilled in active listening, clear communication, and maintaining a positive attitude under pressure. Committed to delivering timely, effective solutions to ensure user satisfaction and productivity.

By emphasizing your customer service skills, you'll show hiring managers that you have the interpersonal abilities necessary to succeed in a help desk role.

Avoid using generic soft skill buzzwords like "team player" or "strong communicator" in your summary. Instead, provide specific examples or metrics that demonstrate your customer service abilities, such as consistently maintaining high user satisfaction ratings or successfully resolving a high volume of tickets.

3. Tailor your summary to the specific role

To make your summary more impactful, customize it to the specific help desk position you're applying for. Review the job description carefully and identify the key skills, technologies, and experience the employer is seeking.

For example, if the job description emphasizes experience with a particular ticketing system or customer relationship management (CRM) software, make sure to highlight your proficiency with those tools in your summary:

• Experienced help desk technician with expertise in using Zendesk and Salesforce to efficiently manage and resolve customer support tickets

By tailoring your summary to the specific requirements of the role, you'll demonstrate to hiring managers that you're a strong fit for the position and increase your chances of landing an interview.

After tailoring your resume to the job description, use Score My Resume to get instant feedback on how well your resume matches the key criteria hiring managers look for. This tool analyzes your resume on over 30 essential factors and provides personalized suggestions for improvement.

  Experience

Your work experience section is the most important part of your resume as a help desk professional. It's where you show hiring managers how you've applied your technical skills and knowledge to solve problems, support customers, and contribute to your team's success. In this section, we'll break down the key steps to writing a compelling work experience section that will catch the attention of hiring managers.

1. Focus on your help desk achievements

When describing your work experience, don't just list your day-to-day responsibilities. Instead, focus on your key achievements and the impact you made in each role. Use specific examples and metrics to quantify your successes.

For instance, instead of writing something generic like this:

• Responded to customer inquiries and resolved technical issues
• Collaborated with team members to improve support processes

Highlight your achievements with specific details and numbers:

• Maintained a 95% customer satisfaction rating by promptly addressing and resolving an average of 50+ support tickets per day
• Implemented a new ticketing system that reduced average resolution time by 30%, improving team efficiency and customer satisfaction

2. Highlight your technical skills and tools

As a help desk professional, your technical skills and knowledge of specific tools are crucial to your success. Make sure to showcase your expertise by mentioning the specific technologies, systems, and tools you've worked with in each role.

For example:

• Proficient in troubleshooting hardware, software, and network issues across Windows, macOS, and Linux environments
• Experienced in using ticketing systems like Zendesk, Freshdesk, and JIRA to manage and track support requests
• Skilled in remote support tools such as TeamViewer, LogMeIn, and Bomgar for efficient issue resolution

Developed and maintained comprehensive knowledge base articles using Confluence, reducing ticket volume by 20% and empowering customers to find solutions independently.

3. Show your career progression

Hiring managers love to see candidates who have grown and advanced in their careers. If you've been promoted or taken on additional responsibilities within your help desk roles, make sure to highlight that progression in your work experience section.

For instance:

• Promoted from Help Desk Technician to Senior Help Desk Analyst within 18 months, based on strong performance and technical expertise
• Took on additional responsibilities as a Team Lead, mentoring and training 5 junior help desk staff members

By showcasing your career growth, you demonstrate your ability to learn, adapt, and take on new challenges – qualities that are highly valued in the fast-paced world of help desk support.

  Education

The education section of your help desk resume should be concise and highlight your most relevant qualifications. It's important to format this section correctly and include the right information to showcase your skills and knowledge. Here are some tips to help you write an effective education section on your help desk resume.

1. Put education at the top if you're a recent grad

If you've recently graduated or have limited work experience, place your education section above your work history. This will draw attention to your academic achievements and relevant coursework.

Bachelor of Science in Computer Science University of California, Los Angeles Graduated: May 2022 Relevant Coursework: Network Administration Database Management IT Service Management

2. Include relevant certifications

Help desk positions often require specific certifications. If you have earned any relevant certifications, include them in your education section or create a separate 'Certifications' section.

Relevant certifications for help desk roles include:

• ITIL Foundation
• Microsoft Certified Solutions Associate (MCSA)

Here's an example of how to list certifications:

Certifications: CompTIA A+ (2021) ITIL Foundation (2020)

3. Keep it concise if you're a senior professional

If you have extensive work experience in help desk roles, your education section should be brief. Include your degree, university name, and graduation year (optional).

Senior help desk professionals should avoid:

• Listing irrelevant or outdated degrees
• Including graduation dates that may lead to age discrimination
• Mentioning high school education

Instead, keep it simple:

Bachelor of Science in Information Technology University of Texas at Austin

Action Verbs For Help Desk Resumes

Help desk analysts must possess excellent communication skills and be extremely reliable. To demonstrate this in your resume, it is important to use the right language. You can streamline your resume by adding bullet points to your work history and describing your experience and achievements. 

These bullet points should start with strong action verbs that accurately describe your experience. Action verbs provide trustworthiness and improve readability, so this is an excellent way to impress your potential employer.

• Streamlined
• Interpreted
• Troubleshooted
• Strengthened

For more related action verbs, visit Customer Service Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Help Desk Resumes

Skills for help desk resumes.

As a help desk analyst, you must have a combination of technical support and customer service skills, since you’ll be working with people. You must have analytic thinking, attention to detail, patience, and team working skills. These are traits that you should highlight in your resume.

The skills section is very important for a help desk specialist's resume, so you should spend some research in advance. Try to find related job posts and find opportunities for skills that you can add. This way, your resume has better chances of getting past applicant tracking systems and it’s more relevant for your potential employer. 

• Technical Support
• Troubleshooting
• Active Directory
• Computer Hardware
• Help Desk Support
• Windows Server
• Customer Service
• Operating Systems

Service Desk

• Microsoft Access
• Printer Support
• Remote Desktop
• Software Installation
• Information Technology
• System Administration
• Computer Repair
• Microsoft Exchange
• Network Administration
• Computer Hardware Troubleshooting

How To Write Your Skills Section On a Help Desk Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Help Desk Resumes

This word cloud highlights the important keywords that appear on Help Desk job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Other administrative resumes, desktop support.

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Help Desk Resume Guide

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• Help Desk Analyst Resume Example
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• Tips for Help Desk Resumes
• Skills and Keywords to Add
• All Resume Examples
• Help Desk CV Examples
• Help Desk Cover Letter
• Help Desk Interview Guide
• Explore Alternative and Similar Careers

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Help Desk Manager Resume Examples

Writing a great help desk manager resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.

Create your resume Select from 7 professional resume templates

If you're looking for inspiration when it comes to drafting your own help desk manager resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the help desk manager job you're after.

or download as PDF

Essential Components for Crafting a Help Desk Manager Resume

A Help Desk Manager's resume is a critical tool that showcases their technical expertise, leadership capabilities, and customer service experience. It serves as the initial impression for potential employers, highlighting your qualifications and professionalism. A well-constructed resume can significantly enhance your chances of landing your ideal position.

Creating an impactful resume involves highlighting key elements such as relevant skills, employment history, educational background, and notable achievements. Let's delve into these resume sections, discussing their importance and content, and provide tips to make your Help Desk Manager resume stand out.

1. Contact Information

At the forefront of your resume should be your Contact Information . This section connects you with potential employers and should be prominently displayed, accurate, and professional.

Include your full name, phone number, and a professional email address. Ensure these details are up-to-date and functional. Professional online profiles, such as LinkedIn, can also be added to provide further insight into your career.

Verify this section for errors, as inaccuracies can negatively impact your first impression. While full home addresses are no longer necessary, including your city and state is sufficient.

Accurate contact information is essential for seamless communication throughout the job search process.

2. Objective Statement

The Objective Statement is your career elevator pitch, positioned at the top of your resume. It succinctly conveys your career goals and suitability for the Help Desk Manager role.

It should be concise, clear, and tailored to the position, emphasizing your skills, experience, and how you can contribute to the company's success. For instance:

"Experienced IT professional with over 5 years in help desk management seeks to leverage extensive knowledge in technical support, team leadership, and customer service as a Help Desk Manager at XYZ Company. Committed to enhancing customer satisfaction through effective problem resolution and team management."

A compelling Objective Statement can capture an employer's attention and encourage them to read further. Customize this section for each application to demonstrate your interest in the specific role and company.

Related: Top Help Desk Manager Resume Objective Examples

3. Skills and Competencies

The Skills and Competencies section is crucial for demonstrating your ability to lead a help desk team effectively. Include essential skills such as:

• Technical Skills : Proficiency in computer systems, networks, software applications, and IT trends.
• Leadership Skills : Team building, decision-making, strategic planning, and delegation.
• Communication Skills : Ability to explain technical issues clearly and active listening.
• Customer Service Orientation : Patience, empathy, and grace under pressure.
• Problem-Solving Skills : Analytical thinking and quick resolution of technical issues.
• Project Management Skills : Planning, organizing, and time management for IT projects.
• Organizational Skills : Multitasking and maintaining service quality.
• Training & Coaching Abilities : Enhancing team performance through training and coaching.

Highlighting these skills on your resume demonstrates your readiness for the Help Desk Manager role and your commitment to excellence in IT support.

Related: Help Desk Manager Skills: Definition and Examples

4. Work Experience

The Work Experience section is a testament to your ability to manage a help desk team, resolve technical issues, and ensure customer satisfaction.

Detail your relevant positions, starting with the most recent. Include your job title, employer, dates of employment, and a description of your responsibilities and achievements. Use action verbs to convey leadership and initiative, and tailor this section to align with the job requirements.

Even if your previous titles weren't "Help Desk Manager," include roles where you performed similar functions, highlighting transferable skills and experiences.

5. Educational Background

The Education section outlines your formal training and qualifications. A bachelor's degree in Computer Science or Information Technology is commonly required, with some employers preferring an MBA with an information systems focus.

Certifications such as ITIL, CompTIA A+, Network+, Security+, Microsoft Certified: Azure Administrator Associate, or Project Management Professional (PMP) can enhance your candidacy. List all relevant degrees, diplomas, and certifications, along with the institutions and completion dates.

While educational credentials are important, balance them with real-world IT support experience and proven leadership skills.

6. Certifications and Training

Certifications and training are critical elements of a Help Desk Manager's resume, validating your technical and leadership expertise. Highlight relevant IT certifications, leadership certificates, vendor-specific credentials, and training courses.

Detail the skills acquired from each certification or course, demonstrating how they apply to the Help Desk Manager role.

Remember, this section is not just a list but a showcase of how your qualifications make you an ideal candidate.

Related: Help Desk Manager Certifications

7. References

References can be influential in the hiring decision. Select individuals who can attest to your Help Desk Manager competencies, such as former supervisors or colleagues.

Obtain permission before listing references and provide their full names, titles, companies, contact numbers, and email addresses. Include a brief description of your relationship with each reference.

Typically, references are provided upon request or in a separate document accompanying your application. Maintain good relationships with past employers and colleagues, as they can be valuable references in the future.

Related Resume Examples

• Help Desk Administrator
• Help Desk Agent
• Help Desk Analyst
• Help Desk Specialist
• Help Desk Technician

IT Service Desk Manager Resume Samples

An IT Service Desk Manager provides resources that are needed for the service desk team . The job description also includes creating and managing procedures for problem resolution and overseeing the IT service, desk team. A well-drafted IT Service Desk Manager Resume gives a list of the following core duties and tasks – developing a unified IT support service desk as a single point of contact for all technology users; creating and implementing process improvements to enhance team productivity; increasing customer satisfaction; and training new hires.

In order to be considered for this role, the following skills are needed – knowledge of various software packages, strong communication skills; knowledge of a wide range of BT products and services, the ability to manage a wide range of cross-functional activities; and basic knowledge of routing and switching. Job applicants must have a degree in computer science or IT.

• Resume Samples
• IT Service Desk Manager

IT Service Desk Manager Resume

Summary : Accomplished IT Service Desk Manager with proven ability to lead and motivate teams to maximize productivity. Significantly improved customer service and successfully implemented many changes.

Skills : IT Service ManagementBest Practices, Six Sigma Process Improvement, IT Governance.

Description :

• Interviewed, trained, coached, performance reviews, and discipline of employees.
• Managed work schedules to ensure 100% coverage during the 24/7 support schedule.
• Managed a team of 5 desktop support technicians and worked with Operations, Development and Network team.
• Developed a mature phone/ticket escalation process to ensure efficient customer service.
• Advised administration on process improvements, products, and services.
• Ensured the team was always up to date and complied with company policies.
• Managed multiple projects for server updates, network changes, desktop migrations, and deployments.

Sr. IT Service Desk Manager Resume

Summary : Responsible for Managing Service Desk Operations using ManageEngine and SysAid HelpDesk ticketing systems, adjusting priorities as needed, following progress and resolution of issues, and generating appropriate reporting for administration.

Skills : Microsoft Office, ServiceNow.

• Oversaw 100% of the requests, incidents, and problems reported by the organization.
• Managed and coordinated urgent and complicated support issues.
• Performed incident manager duties to resolve all P1-P2 reported by the organization.
• Performed Problem Management duties to restore systems to the pre-incident state including root cause analysis in line with ITIL based methodologies.
• Developed and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
• Managed, trained, coached, and mentored Service Desk Specialists and Systems Administrators.
• Managed projects to stabilize IPsec data connections.

Jr. IT Service Desk Manager Resume

Objective : IT Professional with over 6 years of managerial experience and 12 years of operational and technical support experience seeking a position in IT that offers a challenging environment with room for advancement and development that will allow to utilize leadership and technical skills.

Skills : Windows Server 2012, Windows Server 2008, Active Directory,.

• Managed the Service Desk and supervise a team of 8 System Support Analysts between 2 locations.
• Created and implemented all SLAs and organizational level agreements (OLAs).
• Responsible for reporting all Service Desk metrics, including establishing KPIs.
• Responsible for all Incident Management activities, including managing the reporting, escalation, and resolution of incidents covering a 24x7 Service Desk.
• Responsible for some Problem Management activities, including root cause analysis.
• Implemented an ACD system for Service Desk to handle incidents live.
• Received incidents via voicemail and email only.

IT Service Desk Manager III Resume

Headline : Experienced with MS Office programs, Windows Server 2008, R2 Active Directory Administrative software and many proprietary software programs. Experience with system administration and troubleshooting.

Skills : Software, Hardware, IT Desk Manager.

• Provided training on ticketing system developed for Help Desk along with accurate troubleshooting steps for commonly reported issues.
• Transitioned multi-departmental Help Desk into IT Controlled Service Desk.
• Managed a team of Service Desk Specialists, provide training and coaching when needed, and assign weekly and monthly systems tasks.
• Created an outline of IT Service Desk department processes and procedures that are in the best interest of the company.
• Worked in conjunction with outside developers and vendors to resolve issues that affected multiple users/locations in a timely manner.
• Worked with outside developers and vendors to create/alter reports based on the business needs of the company as outlined by Executive team members.
• Responsible for database mapping for both large and small data conversions.

IT Service Desk Manager II Resume

Summary : Demonstrated achiever with exceptional knowledge of support services industry and proven leadership experience. Strong support in IT Service Management experience, including ITIL certifications. Skilled at learning new concepts quickly, working well under pressure, and communicating ideas clearly and effectively.

Skills : IT Analyst, IT Specialist, Desk Analyst.

• Deployed new application to various computers, Monitor branches to resolve timeout.
• Implemented a SharePoint system to monitor work progress and also to alert individual of project time lines.
• Managed the service desk organization to ensure team and individual performance levels consistently met or exceeded the needs of clients/users.
• Completed staff reviews and appraisals, and develop personal development plans.
• Oversaw all Service Desk activities and responded to escalated service desk incidents and requests.
• Monitored help tickets from end-users in order to ensure and improve quality of service.
• Responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.
• Ensured working practices and processes were standardized and repeatable to support Service Desk activities.

IT Service Desk Manager I Resume

Headline : Highly accomplished IT Manager with an extensive management experience, ITIL v2 training and ITIL v3 certification, strong people skills, and a strong focus on customer experience and innovative solutions.

Skills : IT Service Analyst, Help Desk Specialist.

• Managed, mentored, coached, scaled, and provided leadership to a team of 8 Service Desk Technicians who supported over 2,000 desktops and laptops on, Windows 7 and Windows 8.
• Managed the processing of incoming calls, tickets, and email to ensure timely and effective resolution of end-user issues.
• Planned, supported and achieved companywide Outlook migration to Office 365.
• Defined and developed a Service Catalog, Service Delivery, Service Portfolio, and also implemented a new ITSM Platform in the direction towards ITIL v2 and v3 as a best practice for service management.
• Developed and implemented Service Level Agreements (SLAs) to establish and define problem resolution expectations and timeframes.
• Implemented Change and Release Management processes.
• Created and maintained IT documentation and SOPs Established Key Performance Indicators (KPIs) to analyze Service Desk performance, activities.

IT Service Desk Manager/Executive Resume

Objective : Highly qualified IT Service Desk Manager with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and excel in the collaborative environment on which your company prides itself.

Skills : IT Analyst, IT Specialist, Desk Manager.

• Led Information System Division operations; recruited and supervised team members, established policies/ procedures, and administered department budget.
• Spearheaded technology planning and coordinated network/telephony system management, including upgrades and migrations.
• Performed detailed feasibility studies, designed systems, and defined requirements.
• Monitored and reported on key metrics to track cost-effectiveness; prepared written reports, presentations, and correspondence.
• Installed and configured Access Points, mounted physical servers in racks.
• Provided on-site and video-based client training.
• Managed migration of 40 workstations, completing a project two months ahead of schedule.
• Developed video CBTs to provide an easily accessible reference guide for employees.

IT Service Desk Manager/Coordinator Resume

Summary : Highly qualified IT Service Desk Manager with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and the collaborative environment on which your company prides itself.

Skills : IT Analyst, IT Executive, Desk Coordinator.

• Provided IT Strategic Plan that Aligns and Delivers an outcome that enables Business strategies and new Business capabilities.
• Able to identify needed changes, communicate the business case to implement these changes and take actionable steps to implement.
• Monitored and reviewed requests for change to assure they do not introduce any security and/or compliance risks to the enterprise and meet security requirements, guidelines and compliance requirements.
• Understood the benefits and potential of technology to create business transformation.
• Enabled technology solutions to achieve benefits for the organization.
• Configured, troubleshoot, maintained, upgraded and document all aspects of the Windows Server architecture.
• Responsible for Monitor Tickets and Following up with assigned Personnel to ensure timely resolution of issues are solved.

IT Service Desk Manager/Analyst Resume

Summary : IT Service Desk Manager and organizational skills that contribute to proactive solutions and customer satisfaction. Collaborative team player with strong leadership and relationship development skills. Recognized for managing time-sensitive projects while meeting metric targets.

Skills : Call Center Systems, Vendor Liaison, Account Management, Process Improvement, Product Support, Project Management.

• Managed 13 team members in three locations: Stevens Point, Marshfield, and Appleton.
• Managed all aspects of hiring, including interviewing, assessments and cultural fit, receiving recognition from management for best practices in onboarding and employee relations.
• Partnered with project managers to seamlessly transition the business to the national Ascension Service Desk, resulting in continuous operations with no service interruption.
• Implemented training plan for updated technology integration, facilitating scheduling and innovative learning methods to achieve employee survey top rankings in IT.
• Streamlined processes and provided coaching for staff to enhance troubleshooting and customer service skills, providing guidance to staff that resulting in exceeding metric goals.
• Served as subject matter expert for the design of ITIL best practices for Incident, Request and Service Catalog with ServiceNow, providing recommendations that improved change and asset management processes.
• Coached and mentored staff, developing targeted performance plans and development goals to expand opportunities for promotion.
• Provided IT service desk support in a health care enterprise environment.

Summary : Results-oriented IT management professional with 11+ years of IT experience in various System roles, including Service Desk management, Project Management, System Engineering & Service Desk support.

Skills : Certified Systems Engineer, Networking Technician, Cisco Certified, Network Associate.

• Trained & mentored team on product functionality & troubleshooting best practices, & assisted in troubleshooting all unresolved issues.
• Defined technology strategy & roadmap; researched & evaluated technologies & best practices; negotiated contracts with vendors & partners; & designed & implemented service desk software on corporate website, compiled systems & connectivity solutions to enable competitive growth.
• Selected Achievements & Solutions Led group to achieve 5 Successful project launches, steering several programs into production roll-out.
• Guided teams of 20 from various departments & worked jointly with management personnel to address issues Created team building activities that included focus group meetings, newsletters & project summaries, Increasing staff involvement in project development & implementation process.
• Conceptualized, designed & implemented Service Desk Site & knowledge base in SharePoint 2007, enabling clients with the ability to access product usage & troubleshooting best practices.
• Modified timeline for project planning period from 6 to 7 weeks to include Project Initiation Phase, Freeing up time to meet with the business team.
• Lead project to migrate 700+ global users from on-premises exchange to ms office 365.

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8 IT Support Analyst Resume Examples for 2024

As a hiring manager in the IT support industry, I know what makes a resume strong. This article shares resume examples for IT support analyst roles, tailored tips, and industry-specific advice. Learn how to highlight key skills, relevant experience, and technical knowledge to stand out to employers.

• 21 Sep 2024 - 5 new sections, including 'Where to place your education', added
• 21 Sep 2024 - 6 new resume templates, including Aspiring IT Support Analyst with Diverse Experience, added
• 19 Sep 2024 - Article published

  Next update scheduled for 29 Sep 2024

Here's what we see in top IT support analyst resumes.

Show Impact With Numbers : Use numbers to show impact, like reducing support tickets by 30% or improving resolution time by 25% . Mention metrics like average ticket resolution time and customer satisfaction scores . These show your value.

Use Skills From The Job Description : Include skills on your resume that you have and are mentioned in the job description. Some popular ones are Windows OS , Active Directory , VPN configuration , Help Desk Software , and Network Troubleshooting . But don’t include all of them, choose the ones you have and are mentioned in the JD.

Trend: Show Continuous Learning : Employers value continuous learning. Show ongoing certifications like CompTIA A+ or courses on cybersecurity to stay relevant.

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IT Support Analyst Resume Sample

Find out how good your resume is.

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Want to know if your resume stands out for IT support roles? Our resume scoring tool gives you a clear picture of where you stand. It checks your resume against key criteria that recruiters in the tech industry look for.

Upload your resume now for a free, unbiased assessment. You'll get a score and specific feedback on how to make your resume stronger for IT support analyst positions.

Where to place your education

For your it support analyst resume, position your education section effectively. If you are new in the field or a recent graduate, your education should come before your experience. This shows employers that your training is current and relevant. If you have been working for a while, list your work experience first. Your hands-on experience will matter more to employers than your academic background.

You should also consider the relevancy of your degrees or certifications. For it support roles, include any specific technical or computer-related education high up. This shows you have the knowledge important for the job. For instance, a degree in information technology or certifications like CompTIA A+ should be highlighted. Remember to keep your education section concise and impactful, listing degrees and certifications that are most related to the role.

Breaking into IT support

Include certifications such as CompTIA A+ or ITIL to show your technical skills. This can give you an edge over other candidates.

Highlight any experience you have with helpdesk software or troubleshooting common technical issues. These skills are often in high demand for IT support roles.

IT Support Engineer Resume Sample

Ideal resume length.

For an it support analyst role, you should keep your resume concise and to the point. If you are starting out or have up to 10 years of experience, aim for a one-page resume. This shows you can communicate your most relevant skills and achievements without unnecessary details.

More seasoned professionals with over a decade of experience could use a second page to discuss their extensive background. Remember to place your most impressive and relevant skills and experiences on the first page, as this is where hiring managers focus their initial attention. Make every word count, and ensure that you prioritize your technical and customer service skills.

Junior IT Support Analyst Resume Sample

Showcasing relevant skills.

List specific tools and technologies you have used, such as ticketing systems or remote desktop software. Detail how you have used them in past roles.

Emphasize your soft skills like communication and problem-solving. These are crucial for IT support and can make a big difference during the hiring process.

Senior IT Support Analyst Resume Sample

It support analyst with cloud specialization resume sample, aspiring it support analyst with diverse experience resume sample.

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•   Entry Level Business Analyst Resume Examples

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Restaurant General Manager Resume Examples

• Sep 23, 2024

Crafting a standout restaurant general manager resume can be the key to unlocking new career opportunities in the competitive hospitality industry.

A well-structured application not only highlights your managerial skills and experience but also showcases your ability to drive restaurant success.

This article provides valuable examples and practical tips to help you create a compelling restaurant general manager resume that captures the attention of hiring managers and positions you as a top candidate .

Leaders are made, they are not born. They are made by hard effort. Vince Lombardi

Restaurant general manager resume examples

• Fast food restaurant general manager resume
• Casual dining restaurant general manager resume
• Fine dining restaurant general manager resume
• Franchise restaurant general manager resume

Chick-fil-A resume example

Fast food service restaurant general manager resume, fast food restaurant general manager resume | plain text.

Richard Mohr Springfield, IL (555) 123-4567 [email protected] Summary Dynamic and results-driven Fast Food Restaurant General Manager with over 10 years of experience in high-volume environments. Proven track record of improving operational efficiency and increasing sales. Experience General Manager Chick-fil-A, Springfield, IL June 2018 – Present Lead a team of 30 employees, achieving a 20% increase in customer satisfaction scores. Implement new inventory management system, reducing food waste by 15%. Boost sales by 10% through targeted promotional campaigns and upselling strategies. Oversee daily operations, including staff scheduling, inventory control, and quality assurance. Assistant Manager Taco Bell, Springfield, IL January 2014 – May 2018 Assisted in managing daily operations, including staff scheduling and inventory control. Trained and developed 25+ employees, resulting in a 30% reduction in turnover. Ensured compliance with health and safety regulations, leading to consistent “A” grades on inspections. Skills Team Leadership Customer Service Excellence Inventory Management Sales and Marketing Conflict Resolution Budget Management Operational Efficiency Education Associate Degree in Business Management Springfield Community College Graduated: May 2013 Certifications Certified Food Safety Manager (CFSM), 2021 Leadership Training Program Completion, Chick-fil-A, 2020 Awards and Recognitions "Manager of the Quarter" Award, Chick-fil-A (Q1 2024) Employee Satisfaction Improvement Award, Chick-fil-A (2022) Professional Associations Member, National Restaurant Association , since 2019

Strong sides of this restaurant general manager resume example:

• Demonstrates specific improvements in customer satisfaction, food waste reduction, and sales growth.
• Highlights experience in leading a substantial team and implementing effective training programs.
• Shows proficiency in managing daily operations, budget management, and health and safety compliance.
• Choose a clean, professional font such as Arial, Calibri, or Times New Roman. Font size should be between 10 and 12 points.
• One-page resume is ideal if you have less than 10 years of experience. If you have more, two pages are acceptable.
• Use 1 or 1.15 line spacing , with extra space between sections to enhance readability.
• In the header , add your name, job title , location, phone number, email, and LinkedIn profile, if applicable.
• Avoid long paragraphs. Use bullet points and keep descriptions concise and to the point.
• Customize your restaurant general manager resume for each job application based on the specific keywords in the job description.
• Ensure there are no typos or grammatical errors. Consider having someone else review it for clarity and accuracy.

Using an online builder like Resume Trick can be an excellent way to avoid formatting issues.

Browse through available templates and select one that fits the managerial role and professional tone you want to convey. Make use of the built-in sections to organize information logically.

Create your professional Resume in 10 minutes for FREE

Casual restaurant general manager resume sample

Family restaurant general manager resume.

Sarah Johnson Nashville, TN (555) 987-6543 [email protected] Summary Experienced Casual Dining Restaurant General Manager with a passion for creating exceptional dining experiences. Skilled in managing staff, optimizing operations, and enhancing guest satisfaction. Experience General Manager Chili’s – Nashville, TN March 2019 – Present Oversee daily restaurant operations with a focus on guest experience and operational efficiency. Increase revenue by 15% through innovative menu changes and local marketing efforts. Achieve a 25% reduction in employee turnover through effective training and team-building initiatives. Manage budgeting and financial reporting, ensuring adherence to profit and loss targets. Assistant Manager Ruby Tuesday – Nashville, TN June 2015 – February 2019 Managed front-of-house operations, ensuring high standards of customer service and satisfaction. Implemented cost-saving measures that reduce expenses by 10% without compromising quality. Coordinated with the kitchen to streamline food preparation processes, improving service speed. Skills Guest Relations Staff Training and Development Operational Efficiency Financial Management Menu Development Sales Analysis Customer Satisfaction Strategies Education Bachelor of Science in Hospitality Management Nashville State University Graduated: May 2014 Certifications ServSafe Manager Certification, 2024 Advanced Hospitality Management Certificate, 2022 Awards and Recognitions "Top Manager of the Year" Award, Chili’s (2022) Excellence in Customer Service Award, Ruby Tuesday (2018) Languages English (Native) Spanish (Conversational)

Here are a few reasons why this general manager of restaurant resume will impress recruiters:

• Emphasizes significant increases in revenue and successful menu changes, showcasing the candidate's impact on financial performance.
• Highlights experience in event planning and vendor relations, demonstrating versatility in managing various aspects of the restaurant business.
• Lists language proficiency, adding communication value in diverse and multicultural environments.

For a restaurant general manager resume, a professional summary is more effective than an objective. Here's why:

A summary allows you to highlight your key achievements, skills, and experience in a concise way. It’s an opportunity to demonstrate your value to potential employers immediately.

• Length : Keep it between 2-3 sentences or about 3-4 lines.
• Content : Focus on your experience, key skills, and major achievements . Include specific numbers or results if possible.

Restaurant general manager resume summary sample: Dynamic and results-driven Restaurant General Manager with over 15 years of experience in the hospitality industry. Proven track record of increasing revenue by 25% through innovative marketing strategies and optimizing operational efficiency. Adept at leading large teams, enhancing customer satisfaction, and managing high-volume establishments.

Objectives often focus on what you want from the job , rather than what you can offer. This can be less impactful for employers looking to quickly understand your qualifications and value.

You can use an objective if you’re changing industries or need to explain a career gap .

• Length : Keep it brief, 1-2 sentences.
• Content : Clearly state your goals and what you hope to achieve in the role. Make sure it aligns with the company’s needs.

Restaurant manager resume objective example: Motivated and passionate hospitality professional seeking a Restaurant General Manager position to leverage my strong leadership skills and commitment to enhancing customer service. Eager to contribute to a dynamic team and drive business success.

Fine dining restaurant general manager resume example

Fine dining restaurant general manager resume sample, resume for a fine dining restaurant general manager | text version.

Amber Santos San Francisco, CA (555) 246-8101 [email protected] Summary Accomplished Fine Dining Restaurant General Manager with over 9 years of experience in high-end establishments. Adept at delivering an unparalleled dining experience and driving operational excellence. Experience General Manager Quince – San Francisco, CA July 2020 – Present Direct operations in a Michelin-starred restaurant, maintaining a high level of service and quality. Increase annual revenue by 18% through strategic marketing and a refined wine program. Lead a team of 50+ staff members, ensuring adherence to the restaurant’s high standards and protocols. Develop and execute exclusive events and private dining experiences. Restaurant Manager Per Se – New York, NY March 2015 – June 2020 Supervised daily activities, including front-of-house operations and guest relations. Enhanced guest satisfaction scores by 22% through personalized service and attention to detail. Coordinated special events and private dining experiences, contributing to a 25% boost in revenue. Skills Fine Dining Service Standards Event Planning and Coordination Financial Oversight Team Leadership Wine and Beverage Management High-End Guest Relations Education Bachelor of Arts in Culinary Arts The Culinary Institute of America Graduated: May 2011 Certifications Advanced Sommelier Certification, 2023 Certified Professional in Catering and Events (CPCE), 2021 Awards and Recognitions Michelin Star Award, Quince (2021) Best Service Excellence Award, Per Se (2018) Professional Associations Member, Court of Master Sommeliers, Since 2019 Member, Les Dames d’Escoffier International, Since 2018 Publications Contributor, "Culinary Arts Journal," Articles on Fine Dining Trends, 2019 – Present Featured in "Gourmet Magazine" for Best Fine Dining Experiences, 2023

This sample restaurant general manager resume is effective for several reasons:

• Focuses on experience in Michelin-starred and high-profile restaurants, underscoring a high level of service and operational excellence.
• Showcases prestigious awards and contributions to industry publications, enhancing credibility and industry recognition.
• Highlights advanced certifications in sommelier skills and event planning , indicating specialized knowledge.

The skills section allows you to quickly and clearly present the competencies that are essential for a restaurant general manager. This includes both hard and soft ones .

• Hard skills are about what you can do, typically learned through training or experience and often directly related to specific job tasks.
• Soft skills are about how you interact with others and manage your own work. They influence your effectiveness in the workplace and your career progression.

Hard skills examples:

• Budget Management
• Inventory Control
• POS System Operation
• Financial Reporting
• Staff Scheduling
• Food Safety and Hygiene
• Vendor Management
• Operational Efficiency
• Menu Planning
• Marketing and Promotion

Soft skills examples:

• Customer Service
• Communication
• Problem-Solving
• Time Management
• Conflict Resolution
• Adaptability
• Decision-Making
• Emotional Intelligence

Franchise restaurant general manager resume sample

Franchise cafe manager resume example.

Emily Davis Dallas, TX (555) 321-4321 [email protected] Summary Strategic and results-oriented Franchise Restaurant General Manager with a strong background in franchise operations. Expertise in driving franchise growth and maintaining brand standards. Experience Franchise General Manager Subway – Dallas, TX January 2021 – Present Manage multiple franchise locations, ensuring consistency with brand guidelines and operational standards. Achieve a 12% increase in franchise-wide sales through effective marketing and operational improvements. Implement new training programs, reducing average employee turnover by 20%. Oversee franchise compliance audits and implement corrective actions as needed. Franchise Manager Dunkin’ – Dallas, TX August 2016 – December 2020 Oversaw daily operations and maintain compliance with corporate policies and procedures. Developed and executed local promotional campaigns, increasing store traffic by 15%. Enhanced operational efficiency by implementing new inventory and scheduling systems. Skills Franchise Operations Management Brand Compliance Marketing and Promotions Staff Training and Development Multi-Unit Management Sales Growth Strategies Inventory Control Financial Reporting Technical Skills Proficient in POS Systems (Toast, Square) Experienced with Franchise Management Software (FranConnect, FRM) Skilled in Data Analysis and Reporting Education Bachelor of Business Administration University of Texas at Dallas Graduated: May 2016 Certifications Franchise Management Certification, 2024 Certified Food Safety Manager (CFSM), 2022

Why is this restaurant general manager resume sample effective?

• Emphasizes experience in managing multiple franchise locations, ensuring brand consistency and operational standards.
• Provides evidence of successful sales growth and effective promotional campaigns.
• Lists technical proficiency with relevant software and systems, showcasing the candidate’s adaptability to franchise management tools.

For many roles, educational background can be an indicator of your theoretical understanding of hospitality management , business principles, and operational strategies.

Don't forget:

• List the degree you earned (e.g., Bachelor of Science in Hospitality Management).
• Include the name of the educational institution where you obtained your degree (e.g., Cornell University).
• Provide the location of the college or university (city and state or country).
• Add the year you graduated . If recent, you might include the month as well.
• If you have completed coursework relevant to restaurant management or received honors , you can briefly mention these.

Include any relevant certifications related to the hospitality industry, such as ServSafe or Certified Restaurant Professional . They can be listed as part of your education or in a separate certifications section.

This practical experience is often more persuasive than educational qualifications because it provides evidence of your ability to handle the responsibilities in real-world settings.

What to include here:

• Company name
• Dates of employment
• Key responsibilities

Highlight specific accomplishments and their impact. Use quantifiable results when possible ( e.g., "Increased annual revenue by 20%” or “Reduced staff turnover by 30%" ).

By following these restaurant general manager resume examples and tips, you can create a powerful document that effectively demonstrates your qualifications.

Tailor your application to reflect your unique experiences and achievements, and ensure it aligns with the specific requirements of the job you're applying for.

With a polished and professional resume , you'll be well-equipped to take the next step in your career and make a significant impact in the restaurant industry.

Trevor Richfield

Career Coach & Professional Resume Writer

Trevor is a professional resume writer, career coach, and Nationally Certified Online Profile Expert (NCOPE) with well over 1,000 resumes under his belt. He emphasizes the importance of building an authentic professional brand you are proud to display to potential collaborators and employers. From recent graduates to executive leaders, Trevor has helped professionals land jobs at Fortune 500 companies and expand their own independent ventures.It's not only about results with Trevor, but about a continuous journey of professional and personal empowerment.

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