Help Desk Manager Resume Sample
Myah Willms
959 Elias Mountain,
Chicago,
IL
+1 (555) 160 9274
Work Experience
Help Desk Manager
05/2016
-
PRESENT
San Francisco, CA
- 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
IT Help Desk Manager
05/2009
-
04/2016
Houston, TX
- 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
Electronic Banking Help Desk Manager
02/2006
-
12/2008
Detroit, MI
- 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
Education
Southwestern University
2001 - 2005
Bachelor's Degree in Computer Science
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
- Education
- 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
1
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
2
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
3
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
4
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
5
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
6
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
7
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
8
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
9
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
10
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
1
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
2
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
3
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
4
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)
5
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.)
6
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
7
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
8
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
9
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
10
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
1
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
2
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
3
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
4
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
5
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
6
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
7
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
8
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
9
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
10
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
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