Helpdesk Manager Resume Sample
Else Bailey
6444 Bednar Mill,
Houston,
TX
+1 (555) 913 6210
Work Experience
Helpdesk Manager
03/2018
-
PRESENT
Boston, MA
- Provide quality support through Zendesk
- Diagnose and troubleshoot problems
- Call in services from outside vendors when necessary
- Schedule and prioritize tickets as they come in
- Maintain SLA times to deliver timely support
- Provide the RSMs with help prioritizing tickets and support where needed
- Determine Helpdesk requirements by determining best practices and analyzing various factors captured by Zendesk
- Responsible for monitoring and reporting on all performance metrics
- Work closely with RSMs and the Global Security Team (GST) to further develop security infrastructure
IT Helpdesk Manager
01/2011
-
10/2017
San Francisco, CA
- Communicate technical issues at a level appropriate for non-technical personnel
- Communicate and enforce security processes and policies with all personnel
- Excellent understanding of PC hardware, software, and networking
- Skilled in service delivery within a corporate organization
- Skilled in planning, coordinating, and problem solving
- Work autonomously while being accountable for delivering projects
- Proactive and thorough – thinks through situations/solutions
Helpdesk Manager Partner Connectivity
11/2004
-
08/2010
San Francisco, CA
- Experience with PBX telephone concepts and programming
- On site and remote desktop troubleshooting skills for PC and Mac, software and hardware
- Broad experience with web based computing services (video conferencing, CRM software, service ticketing solutions, Google application suites, CMS software)
- Oversee the day to day running of the support teams, to ensure SLA’s are met, escalations are handled correctly and business priorities are followed
- Analyzes work orders by size, urgency, skill set, location, complexity, and available manpower; and assist FM’s by issuing work orders in a sequential flow to individual facility leads
- Delivery of services in line with contract KPI’s/SLA’s
- Has an awareness of wider team or department budget
Education
Averett University
2000 - 2004
Bachelor's Degree in Computer Science
Professional Skills
- Strong analytical and problem solving/troubleshooting skills required
- Strong leadership, communication, and coaching skills with the ability to manage a team of up to 15
- Strong team development skills with ability to motivate, set goals and measure performance
- Strong project management skills, orientation to detail
- Experience managing a helpdesk team, prioritizing tickets, successfully driving projects from start to finish, and delivering world-class IT support
- Demonstrated strong customer service focus, analytical, problem-solving and team building and motivation capabilities
- Create a positive customer support experience and build strong relationships through problem solving and timely resolution or escalation
How to write Helpdesk Manager Resume
Helpdesk Manager role is responsible for troubleshooting, software, planning, training, security, finance, database, mac, architecture, reporting.
To write great resume for helpdesk manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Helpdesk Manager Resume
The section contact information is important in your helpdesk 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 Helpdesk Manager Resume
The section work experience is an essential part of your helpdesk 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 helpdesk 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 helpdesk manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Helpdesk Manager resume experience can include:
- Managing the Lanham based Tier 1/2 HelpDesk team, ensuring they are operating efficiently, and providing them support so that they can learn, grow, and perform their job effectively
- BA/BS or equivalent experience and 8+ years of prior relevant experience or Masters with 6+ years or prior relevant experience
- Confident, experienced a driven individual with good planning and organisational skills
- Troubleshooting skills to identify root cause of user reported problems for an intranet based web application
- Demonstrated experience developing and providing Service Level Agreements and Help Desk deliverables
- Develop new approaches or alternatives to ensure that user assistance is being provided effectively and efficiently
Education on a Helpdesk Manager Resume
Make sure to make education a priority on your helpdesk manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your helpdesk 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 Helpdesk Manager Resume
When listing skills on your helpdesk 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 helpdesk manager skills:
- Relationship building skills – in particular to be a self-starter willing to take the initiative when necessary and excellent
- Reliable and ability to get on with others, with excellent verbal reasoning skills
- Effective writing and organizational skills
- Excellent troubleshooting skills, with attention to details required
- Good I.T skills and qualifications particularly Microsoft word and excel
- Utilising business systems and processes effectively for a dedicated high-profile client
List of Typical Experience For a Helpdesk Manager Resume
1
Experience For IT Helpdesk Manager Resume
- Experience in managing an IT Help Desk team
- Advanced technical support experience in the following technologies
- Identifies support priorities and clients that require special handling to maintain client satisfaction
- Ensures the Help Desk Staff properly identifies, prioritizes, and drives resolution of all reported problems
- Supporting technical and non-technical stakeholders, accommodating a rapidly growing staff
- Fielding customer service questions, answering, or routing to the appropriate resource
- Enforcing and practicing 2U IT HelpDesk standard policies and processes for hardware asset management
2
Experience For Global Helpdesk Manager Resume
- Writing and reviewing project statement of work documents
- Logging and assisting with the resolution of issues through CSRs and Development work proactively in both independent and team situations
- Implementing eCommerce sites using InnerWorkings tools
- Understanding the use of ERP, eCommerce and other InnerWorkings technology and training internal/external customers
- Gathering project details in coordination with the Implementation team
- Advising IT management of any milestone/target issues
- Managing our Wholesale "Business How to" Helpdesk provide call center, email, and teammate self-help services to our Wholesale teammates
- Manages help desk staff to include hiring, scheduling, training, counseling and termination
- Establishes and maintains process for logging trouble tickets; monitoring and tracking calls; problem definition, routing and resolution
3
Experience For Helpdesk Manager Partner Connectivity Resume
- Interview, hire, and train employees through planning, assigning, and directing work
- In a Service Desk Lead or Managerial role leading a successful, customer oriented service desk for a small to mid-size growing company
- Manages a global team of support personnel who troubleshoot and resolve IT issues, while providing exceptional customer service
- Be a proactive responsible leader, taking ownership of areas and the teams within them
- Manage and maintain processes for IT inventory, purchasing, procurement, and deployment
- Compile weekly, quarterly, and annual reports and metrics. Provide data and reporting of KPI’s and trends to IT senior management
- OS and Application Deployment Tools and Imaging Software
- Network protocols and troubleshooting
- Organized and capable of working in a fast paced, team driven environment
4
Experience For Operations Helpdesk Manager Resume
- The Help Desk Manager oversees all Tier 1 technicians, analysts, and specialists providing technical support to all AFNCR customer requests and inquiries
- Bring conflict to resolution
- Identifies obstacles to meeting set performance targets and recommend actions to be taken to improve performance
- Mobilise and managing the administration team to delivery each contract requirements
- Set up CAFM system and supporting reports and liaise with central support functions
- Builds working relationships with customers and colleagues
- Knowledge of business applications with an understanding of change coordination, application enhancements and deficiencies
5
Experience For SE Helpdesk Manager West Resume
- Be a self-starter - WeWork’s GST is a dynamic team securing a creative and dynamic culture
- Log and track all requests, incidents, and tasks utilizing Jira Service Desk
- Communicate with software and hardware vendors to request service/support regarding defective products
- Assists with problem and change management procedures as well as asset management
- Develops, implements, and makes available or publishes supporting metrics to include Key Performance Indicators, Critical Success Factors, and other metrics that are relevant to the business environment
- Certifications preferable (ITIL, Microsoft, Cisco)
- Work alone or as part of a larger Global Project Team
- Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed
- Manage policies and procedures for helpdesk
6
Experience For Mac IBM Helpdesk Manager Resume
- Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues
- Promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction
- Establish and maintain an environment conductive to team building and cross-departmental communication
- Analyze and identify trends in issues reported and devising preventative solutions
- Do root cause analysis on major issues
7
Experience For Wholesale BIO Helpdesk Manager Resume
- Implements, maintains, and ensures adherence to clients policies
- Ensures that issues are properly documented, prioritized, tracked, and resolved by means of ServiceNow, the organization’s call tracking system. Ensures proper notification and escalation of high priority incidents within the organization
- Sets goals and objectives for the ESC, including skill development, coaching and coordination of incident management procedures and policies. Monitors and evaluates Help Desk metrics
- Develops and maintains knowledge of the clients business environment, applications and procedures and transfers this business knowledge to ASG and DSG staff
- Additional nice to haves
- Managing the NYC based Tier 1/2 HelpDesk team, ensuring they are operating efficiently, and providing them support so that they can learn, grow, and perform their job effectively
- Ensures that Help Desk Technicians consistently deliver prompt, comprehensive and courteous service that quickly and completely removes any impediments that might interfere with legislators and staff being able to do their jobs
- Verifies that suggested solutions effectively resolve the user's problems through verbal and/or e-mail follow up
- Ensure effective communication from your team with Operations Managers / Contract Management Teams to resolve challenges and agree priorities
8
Experience For Helpdesk Manager Resume
- To support the team and contract manager requirements through diligence and effective communication
- Build and maintain excellent relationships with colleagues, customer and clients
- Fosters, encourages and contributes to the cohesiveness of the Help Desk Group, so that the unit functions as an efficient, productive and harmonious team
- Ensures that team members receive adequate training so that they are familiar with both generally accepted practices and with those procedures that might be unique to the State House environment
- Determines most effective manner to resolve end user technical issues. Engages in research and in-depth troubleshooting to resolve problems. Consults with Operations group when necessary
- Working knowledge of Microsoft Active Directory, Group Policy, Windows Print Services, Shared Directories, and other network services
- Install, test, and configure new workstations, peripheral equipment, and software
- Maintain inventory of all equipment, software, and software licenses
9
Experience For IT Helpdesk Manager Resume
- Expert knowledge of Microsoft Windows 7 SP1/Office 2010 or higher in an Active Directory environment
- To ensure that quality of service provision and achievement of targets are met
- The client is highly process focussed and the requirement is to manage this interface
- To coach, motivate and develop individuals to deliver exceptional customer service
- To be the first point of contact & escalation for Operational manager issues and client
- To provide leadership & coordination to the operations Support & Contract Administration Team and ensure that service levels are maintained
- Line manage a 24/7 Customer services team and ensure accurate processing and completion of reactive and planned tasks where quality assurance is a critical expectation and ensuring efficient and effective processing of electronic and paper data into the business management systems
10
Experience For Global Helpdesk Manager Resume
- To actively manage the team to meet contractual requirements preventing penalties against KPI’s
- To ensure your team own and promote a culture of continuous improvement within the administration processes and with feedback to the Field Engineers through their Line Manager
- To identify opportunities for improvement and streamlining of administration processes within the team/department
- If required to provide management cover for the Operational Support Manager in times of absence
- To ensure weekly quality audits of the Customer Service Teams are undertaken to ensure quality information is recorded correctly in the business systems and identify any areas for improvement
- To ensure all your teams own and complete their identified work load each day
- Motivate your team to meet and where possible exceed agreed levels of work load
- Regular communication with Operations Managers / Contract Management Teams on issues with engineers paperwork to ensure continuous improvement and compliance
List of Typical Skills For a Helpdesk Manager Resume
1
Skills For IT Helpdesk Manager Resume
- Experience in Help Desk management and operations with a strong background in service level agreements and metrics
- Extensive Windows and Active Directory experience. Experience in Linux and apple products desired
- Multilingual skills on Cantonese/ Korean / Japanese/ Thai, Bahasa Indonesian, Vietnamese
- Develop entry-level employees to effectively support customers in remote locations
- Ensuring service desk operates in adherence to Information Technology Infrastructure Library (ITIL) best practices for service support
- Proven track record of partnering and building relationships with customers at all levels of the company, including VIPs
2
Skills For Global Helpdesk Manager Resume
- Experience configuring, maintaining, and supporting HP network printers and enterprise level MFPs (Xerox, Ricoh, HP, etc.)
- Experience with onboarding/offboarding workflows and the entire user lifecycle management
- Directly related experience managing and supporting help desk operations
- Experience with public health surveillance systems or working in public health setting
- Proven history of driving technical innovation, while promoting a healthy team environment
- Demonstrated success taking direction and working independently
3
Skills For Helpdesk Manager Partner Connectivity Resume
- Experience managing hundreds of users in a complex, interconnected SaaS environment
- Experience with Network troubleshooting tools and techniques
- Demonstrated knowledge of help desk ticketing systems desired. Knowledge of managed services software desired
- Excellent analytical, problem solving, organizational, communication
- Experience with the ServiceNow trouble-ticketing system
- Experience managing a staff of 5-10 employees
- Experience managing desk ticket management systems
- Experience in creating new processes and procedures with quantifiable efficiencies achieved
4
Skills For Operations Helpdesk Manager Resume
- Military experience and comfortable working with Senior Military Leaders
- Experience with help desk ticketing system
- Strong knowledge of IT operations, networking architectures/concepts/terminology and helpdesk operation/management technique
- Extensive support experience with Windows (10) and Mac (OSX/Sierra) operating systems
- Extensive experience with troubleshooting hardware and software issues on laptops, desktops, mobile devices, and network printers for a corporate environment
- Establish and maintain an effective follow-up system to ensure timely and accurate handling of information requests
- Demonstrated ability to use discretion and sensitivity when handling confidential information
- Relevant Line Management experience in an administration role using business in-house systems together with Microsoft packages
- Strong understanding of procedures and familiarity with Visio
5
Skills For SE Helpdesk Manager West Resume
- Strong knowledge of current Microsoft Windows OS (Windows 10) and Office products. (2016/365)
- Strong knowledge of Google products in a corporate environment
- Apple Mac experience in a corporate environment. (OSX 10.10 and above)
- Broad experience with support tools and knowledge of technical environments within an organization
- Strong process design and implementation knowledge
6
Skills For Mac IBM Helpdesk Manager Resume
- Highly skilled in written and verbal communications
- Help Desk leadership / IT management experience
- Experience with Microsoft Active Directory, Office 365 Cloud Solutions and Desktop Applications, Microsoft Exchange Online, Windows 7/10
- Related experience in a large IT Support Delivery Team, with at least 2 of it in a managerial position
- Management qualifications or previous experience
7
Skills For Wholesale BIO Helpdesk Manager Resume
- Build and maintain solid work relationships with all levels of staff and senior management
- Strong understanding of up-to-date enterprise IT concepts, practices, and procedures, including ITIL or ITSM
- Experience managing IT service delivery personnel in a Global enterprise environment
- Experience in Mac & iOS
- Manage help tickets, i.e. ticket assignment, prioritization, escalation and resolution
- Ensures that the Help Desk team provides excellent customer service to meet customer business needs and expectations
- Help Desk leadership / IT management experience
- Demonstrable Administration and Customer Service experience is essential
8
Skills For Helpdesk Manager Resume
- Experience of daily interaction and workload management of internal and external resource
- Relevant IT Support experience
- Keep up to date with industry developments, driving innovation and effective change
- Working knowledge of TCP/IP networking, including DHCP, ARP, DNS, routing and switching
- Managing the daily operations of the service desk that includes providing customer support to end users
- Working knowledge of Microsoft's Active Directory & Exchange environments
- Creating documentation related to HelpDesk processes and policies( internal and company wide)
9
Skills For IT Helpdesk Manager Resume
- Understanding of the importance of Compliance
- Maintaining a high level of knowledge of the suite of platforms
- Communicating and working closely with the IT department and Account Managers
- Ensuring that the clients’ expectations are aligned with the eCommerce services InnerWorkings is able to deliver
- Monitoring customer service/service desk issues and performance
- Providing monthly and on demand periodic statistical reports
- Escalating production issues to the State project office and the Contractor project team for analysis and resolution
- Reporting on service level contracts
10
Skills For Global Helpdesk Manager Resume
- To remain calm under pressure when dealing with evolving situation involving multiple people or departments
- Assist admin team with contract cover, taking calls, logging jobs, dealing with the end user
- Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and or software applications as requested
- Ensure that staff provides timely and considerate customer service to end users by fielding helpdesk calls and resolving technical issues
- Assist with onboarding and training of new users
- Support the Operational Support Manager in Managing of the teams development and managing the HR process’s as laid down Kier policy
- Customer Care - capable of delivering results and meeting customer expectations
List of Typical Responsibilities For a Helpdesk Manager Resume
1
Responsibilities For IT Helpdesk Manager Resume
- Training and managing service desk representatives
- Forecast reporting and performance reporting
- Able and willing to travel as required, internationally on short-term basis
- Coordinate activities in support of user training and assistance requests for all programs
- Train users in new company-provided applications and assist in problem-solving for application issues
- Maintain network and PC preventive maintenance logging efforts to ensure network and data integrity
- Train and mentor a team of 4 - 8 IT Support analysts.Define goals and provide direction to foster growth and productivity
2
Responsibilities For Global Helpdesk Manager Resume
- Oversee all help desk tickets,requests, incidents and problems
- Manage projects and delegate tasksappropriately
- Possess strong technical ability to analyze and troubleshoot complex issues. Determine root cause of issues, communicate appropriately, and maintain proper documentation
- Act as escalation point for all requests and incidents
- Communicate outage/emergency activities to organization
- Develop and oversee IT Help Desk knowledge base and IT Policies and Procedures documentation
- Microsoft Windows OS’s and Office applications
3
Responsibilities For Helpdesk Manager Partner Connectivity Resume
- Computer Hardware related issues
- Management of a helpdesk staff, schedules and workload
- Responsible for IMSD Help Desk on a day to day basis
- Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize personal output
- Interface with customers, peers, and seniors
- The Help Desk Manager shall implement processes and improvements to support Platinum, Gold, and Silver Customer Service Levels
4
Responsibilities For Operations Helpdesk Manager Resume
- Ensuring customer service/service desk related functions comply with the Contract requirements. Maintaining service desk metrics, including response times, evaluating end-user satisfaction levels, and making recommendations for improvement
- Contributes to bids and competitor assessment initiatives Service Implementation; Participate in bid reviews with the Area General Manager; Partners with sales and/or country management team to present capabilities
- Ensure the successful design, development, and deployment of global service processes and related infrastructure
- Develops others by giving specific and timely feedback with the support of the manager; Provides effective training and job experiences that enhance employee's skills with the support of the manager
- Create, implement and measure the impact of operational processes and procedures designed to continually improve the quality, efficiency and effectiveness of the Product Support team
- Management of project plans to ensure timely delivery of outcomes
- Creates monthly schedules/rotation for the Product Support Consultants and monitors adherence
- Produce monthly KPI reports with support from the admin team and Contract Managers
5
Responsibilities For SE Helpdesk Manager West Resume
- Support each contract team and liaise with the client and end user
- Attend client monthly meetings with each contract manager
- Report on helpdesk activities and KPI’s
- Deliver staff briefings and tool box talks
- Promote and drive the company values
- Works with colleagues to achieve team goals
- Notices when colleagues need help and provide support where necessary
- Takes part and contributes positively to team meetings
- Establishes and maintains superior customer service environment within help desk department and acts as the store advocate to ensure business needs are met
6
Responsibilities For Mac IBM Helpdesk Manager Resume
- Uses key metrics (speed of answer, handle time, First Call Resolution, abandon percentage, etc.) to drive client satisfaction and meet business needs
- Analyzes call trends and workflow; adjusts work schedules to meet anticipated call volumes
- Monitors calls to ensure quality standards are maintained
- Provides routine and ad hoc status reports on key metrics, store and/or system outages, system availability, call volume information and trends, and open ticket statistics
- Fosters a collaborative problem-solving work environment
- Utilizes the Help Desk Staff to support key project roll-outs
7
Responsibilities For Wholesale BIO Helpdesk Manager Resume
- Responsible for the coordination and dissemination of information to a variety of audiences (physicians, nurses, allied health professionals, and the general public), regarding the prevention of healthcare-associated infections, tailoring the message to specific audiences
- As subject matter expert of the Help Desk, recognizes patterns of inquiries (related to healthcare associated infections or healthcare worker protection) and makes planning recommendations for development of informational material to meet the needs of the general public, healthcare workers, etc
- Actively contributes to technical reports and documents representing summary of monthly inquiries; provides incident trending reports to management team
- Develops and maintains support documentation in presentation-ready quality output
- Ensure program policies and procedures are adhered to
- Participate in weekly operational meetings to help incorporate necessary changes and developments into desktop images and services
- Track software licenses to ensure GoPro's complete compliance with software license requirements
- Be a valued GST member and team player
- Understand and embody a customer service mentality
8
Responsibilities For Helpdesk Manager Resume
- Experience in a technical role providing remote support in a technical service desk environment, with a track record of achieving productivity goals
- Advanced knowledge of Microsoft Active Directory and Windows 7 & 10
- Advanced knowledge of Microsoft Office 2010 and newer
- High level of performance in a dynamic and fast-paced and team environment
- Evaluate, prioritize and answer incoming requests for assistance from local and remote Priceline employees experiencing problems with hardware, software, networking, and/or other computer-related technologies
- Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff
9
Responsibilities For IT Helpdesk Manager Resume
- Delight employees with knowledge, integrity and a commitment to an excellent service experience
- Train users on various software and system hardware
- Configure computers, install software, and setup peripheral equipment
- Protect confidentiality with regard to all aspects of employee and corporate information
- Windows 7/10 and macOS 10.12
- Microsoft Active Directory and Exchange
- VMWare, Citrix, DUO Security, F5, ClearPass
- Zoom, Life-size, Polycom, Jabra, Logitech
10
Responsibilities For Global Helpdesk Manager Resume
- Internet Explorer, Firefox, Chrome, Safari
- GSuite, Dropbox, CrashPlan, Adobe Creative Cloud
- Oracle and MySQL clients and tools
- Microsoft SCCM, JAMF Casper Management Suites
- Cisco desk phones, iOS, Android
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