Service Support Manager Resume Sample
Maida Keebler
68075 Schamberger Locks,
Dallas,
TX
+1 (555) 669 8196
Work Experience
Service Support Manager
04/2016
-
PRESENT
Detroit, MI
- Finacle Version Migration
- Maintains working knowledge and ensures compliance with the Master Services Agreement (MSA) and any other relevant amendments or appendices which guide Jones Lang LaSalle’s relationship with Adventist Health
- Identify, propose and deliver ‘shift left’ opportunities where GSD can improve incident and service request handling for our customers
- All agreed IT service levels and KPIs including customer satisfaction scores and team performance measures
- Continuous service improvement for our customers in the business - evidence of positive impact of problem management contribution
- Efficiency of service delivery - delivery of ‘shift left’ projects, improvement in average handling times and other analyst productivity measures
- Attractive compensation package with competitive base salary and benefits
- High-quality trainings and opportunities to acquire official professional certificates
IT Service Support Manager
04/2012
-
10/2015
Houston, TX
- Front line management of circa around 100 cleaning operatives
- Create and develop effective strategic relationships with key customers, through appropriate contact. Use corporate hospitality where appropriate
- Discussion with customers regarding current and future needs
- Monitor equipment utilisation on all contracts ensuring depreciation levels don’t adversely affect the financial performance of the contract
- Responsible for Payroll, Recruitment, Retention & Scheduling Rotas
- Ordering relevant consumable and materials in line with company supply chain
- Primary Point of Contact for
Group Service Support Manager
11/2006
-
10/2011
Los Angeles, CA
- Inspects and assures that dealers’ technical information library is up to date and train dealers on where to find needed technical information during routinely scheduled visits
- Train, develop and assist assigned dealers to become proficient in the use of all ESG’s service tools, systems, warranty claim submittal and on how to fill out required new machine start up documents during routinely schedule visits
- Oversee Operational Support activities for all IT Services within the assigned service area
- Ensure Operational Readiness for all Service Changes
- Lead Incident, Problem/Root Cause Analysis, and Service Request Management and Reporting
- Serve as the primary escalation point for high priority service incidents
- Work with the BRM and SDM to ensure ongoing service capacity planning
- Maintain the Configuration Management Database (CMDB) for the assigned service area
- Oversee regular service maintenance scheduling and activities
Education
American Sentinel University
2001 - 2005
Engineer's Degree in Information Systems
Professional Skills
- Excellent planning, organization and project management skills
- Upload an up-to-date resume which clearly details your skills and experience as relevant to this role
- Excellent cross-functional teamwork skills (product management, support, sales, service, and management)
- Effective consulting, presentation, influencing, collaboration, and time-management skills
- Demonstrated knowledge of ITIL processes and experience leading a Cyber Operations Team using those processes
- Problem solving skills and the ability to grasp and implement solutions to complex challenges and strategies.
- Demonstrated experience managing IT Security Help or Service Desk Environments
How to write Service Support Manager Resume
Service Support Manager role is responsible for languages, printing, finance, credit, training, database, procurement, recruiting, security, payroll.
To write great resume for service support manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Support Manager Resume
The section contact information is important in your service support 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 Service Support Manager Resume
The section work experience is an essential part of your service support 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 service support 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 service support manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Support Manager resume experience can include:
- Essential communication skills, both written and verbal
- Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
- Previous experience managing and leading a team
- Former customer service related experience dealing with customers and/or sales management
- Experience of working in a Service Management environment
- Experience of managing the delivery of IT service changes in a Service Management environment
Education on a Service Support Manager Resume
Make sure to make education a priority on your service support manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service support 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 Service Support Manager Resume
When listing skills on your service support 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 service support manager skills:
- Knowledge of government contract management and +Knowledge and experience in organizational effectiveness and operations management implementing best practices
- Internal support of Global Skills Database for querying of resumes, certifications and qualifications
- Operate on a strategic level and be politically savvy with a good knowledge of the key aspects of business
- Experience in improving the system of work for delivering change
- Proven track record supporting and managing business applications
- Proven track record managing and leading people
List of Typical Experience For a Service Support Manager Resume
1
Experience For IT Service Support Manager Resume
- Define the interface and reporting lines for effective and transparent communication with customers
- Provide support on specific systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery
- Leading by setting stretched targets following the structured PDCA process across all sites
- Champions team-working, leverage, knowledge sharing and promotes the increased use of Service Desk, Managed Service and Operation capability
- Achieve highest uptime of all IT services through monitoring and control of efficient functioning of the IT services team
- Cross platform working to deliver enhanced Bombardier Customer Centred Culture
2
Experience For Regional Service Support Manager Resume
- Ensure reports are provided to an agreed schedule (or on request), including service level management and account performance reports
- Drive IT Service Management vendors to ITIL best practices with clear tracking to SLAs and metrics
- Support information for operation function budgeting
- Monitor Service Events and initiate/coordinate appropriate action for applicable events
- Maintain the Service Catalog within the assigned service area
- Participate in service demand evaluation by identifying operational support considerations for proposed service changes; provide sizing/scoping estimates and risk assessment related to operational support to the BRM and service team as required
- Maintain planned and unplanned outage communication processes and protocols
3
Experience For Group Service Support Manager Resume
- Work with business function and IT representatives to define, maintain and monitor service levels for IT services
- Own operational (daily) view of IT service outcomes, including queue volumes, backlogs, customer satisfaction, call handling statistics, escalations and complaints, with a primary focus on Ask-IT
- Act as the key contact for escalations to and from Ask-IT: from customers into Ask-IT via IT, from resolver groups into Ask-IT, and from Ask-IT to resolver groups
- Timely and effective delivery of inspections and service
- Work with Ask-IT and IT teams to ensure service teams have the tools they need to manage service delivery
- Supervise area Service Champions and Inspection & Sprinkler/Suppression schedulers.-
- Primary Point of Contact for the SRC and SRR
- Primary interface and accountable to resolve Field Operations deficiencies that impacts customer service
- Operational Analytics across Field Operations Processes to help manage and measure performance. Such as timely debrief, open call report, on-hold report and past due inspections
4
Experience For Area Service Support Manager Resume
- Ensure adherence to standardized processes, procedures, policies and business systems
- Manages customer escalated technical issues by utilizing internal/external support resource and coordinating OEMs resources when higher level support is required to ensure complete resolution
- Manages technical specialist team to ensure the highest technical support. Key objectives are to reduce repair times for field service events, provide technical bulletins and troubleshooting techniques/procedures to internal and external resources to drive continued efficiencies and to develop and monitor service delivery KPIs
- Resolve customer credit disputes by working with 3rd party (CES) District Managers and FTS management and administration
- Coaches and mentors technical team and develops improvement plans to ensure department objectives are met
- Develop, track and coordinate technical escalation plans for timely customer field resolution initiatives
5
Experience For Waterfront In-service Support Manager Resume
- Acts as primary liaison between FTS and 3rd party service organizations (e.g. CES) providing guidance on executing service delivery standards, new technical resolution guidelines and technical documentation
- Partners with FTS/GSD sales teams to help secure contracts/proposals as needed
- Perform follow-up activities with internal and external customers to conclude issues and concerns
- Establish a strong working relationship with all FTS, 3rd party service organizations (e.g. CES) and GSD departments (Sales, Marketing, and Technology Center) to develop best solution(s) for the customer
- Proficient in the Service and Sales CRM tools
- Manage the FTS Customer Survey Program
6
Experience For Service & Support Manager Resume
- Manage customer inquiries from Graphics website email box and from other Fujifilm companies/countries
- Interact with and influence various levels of management
- Able to travel 40%
- Process definition, improvement and ownership (Service Desk, Incident & Problem Management) whilst being the point of escalation for all Service Incidents and Problems
- Support the IT Operations Cost Save program alongside Supplier management
- Identify and deliver continual service improvement projects
7
Experience For Field Service Support Manager Resume
- Represent IT Operations through external and internal audits where appropriate
- Define and track service measures and KPIs to underpin and manage the performance of IT services
- On a rota basis, provide Out of Hours escalation support for Incident Management
- Leadership/Mentorship of a Geographically Dispersed and Diverse Team
- Knowledge of Motorola RF radio systems products and services would be an advantage
8
Experience For Infrastructure Service Support Manager Resume
- Maintain / administer new hire (departmental) orientation program for back-office and field personnel
- Management of supplies, equipment and tools required for both back office and field inspectors
- Produce and maintain (departmental) formatted resumes for submittal with proposals
- Oversee BV Siebel information to ensure technical certifications and educational information is up-to-date for inspectors and engineers
- Facilitate use of the Egengia travel platform for field inspectors
- Coordinate international travel and research Risk factors for international locations. Prepare International Travel packet
- Serve as (departmental) back-up for all back-office personnel when PTO is scheduled, to include Operations Manager, Project Manager, Resource Coordinators and Director of Operations
- Liaison with HR, Benefits, Accounting, Payroll, Recruiting and Procurement on behalf of personnel within the Business unit
- Track and maintain PTO log for back-office and field inspectors
9
Experience For Service Support Manager Resume
- Conduct weekly audit of Deltek and Concur to ensure charges are allocated to billable projects
- Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advice technically on escalations
- Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service operation procedures
- Responsible for vendor evaluation, providing recommendations for selection, & on-going relationship management
- Manage vendors and the service contract by allocating roles and responsibilities to vendors
- Provides expert case management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Motivates, develops and mentors other service support employees and managers where relevant
10
Experience For IT Service Support Manager Resume
- Ensure and monitor smooth administration of half yearly IT user satisfaction survey
- Delegate tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance both staffs and outsources
- Ensure effective internal communications both within the operations team and across the organization. Facilitate coordination and communication between support functions
- Ensure all the parties of Support model are agreed on handover session , role and responsibility , scope of work between each support level
- Assist in the development of the strategic plan for all operational activity
- Ensure the implementation successful of the annual and medium term operational plans, program and projects to meet overall objectives and agreed timings
- Organize recruitment and placement of required staff. Establish organizational structures
List of Typical Skills For a Service Support Manager Resume
1
Skills For IT Service Support Manager Resume
- Develop strong working relationships with internal and external customers through on-site visits as needed to ensure excellent customer satisfaction
- Strong understanding and ability to articulate Agile processes
- Experience of using organisational change frameworks to drive holistic change
- 5 – 8 years relevant information technology working experience
- Five years of experience managing technology services, service management processes and/or business process design and continuous improvement efforts
- Outline your experience in working collaboratively to resolve an issue
- Experience working with one or more IT Helpdesk technologies and/or configuration management database solutions (ex. ServiceNow, BMC/Remedy, Zendesk, etc.)
- Formal experience working within a print facility (offset and/or digital)
- A solid working knowledge of Microsoft and Google applications
2
Skills For Regional Service Support Manager Resume
- Produce consolidated monthly accounting forecast for BU
- Experience with Financial documents (budget, forecasting)
- Experience in computer technology or related fields within the last 10 years
- Experience with the Information Technology Infrastructure Library (ITIL) disciplines related to service support
- Co-operate with requests from clients and managers and respond to requests for assistance when necessary
- Observe all client and company statutory fire and safety regulations and promote good safety habits
- Graphic arts industry experience
3
Skills For Group Service Support Manager Resume
- BA/BS and 5+ YRS Experience
- Relevant DHS or .Gov Cyber Security focused experience
- CRM or database experience
- Experience in several aspects of information technology
- Graphic arts industry experience
- Experience with specific products utilized in the offset graphic arts industry within the pre-press environment
4
Skills For Area Service Support Manager Resume
- Attend and participate in scheduled service management meetings are required to underpin the delivery of effective service management processes
- Experienced in Customer Account Management within a highly technical environment
- Understanding of IT support models and resource capacity planning
- Acting as point of escalation for day-to-day operational slips as required to bring the change back on schedule
- Working knowledge of Microsoft applications including Excel, Word, Outlook, and PowerPoint
- Understanding of traditional change delivery processes in order to support colleagues on their personal change journey
5
Skills For Waterfront In-service Support Manager Resume
- Communicating inefficiencies and deficiencies related to the process to the process owner
- Assisting in the resolution of assignment issues, as required
- Partnering with Human Resources to recruit and retain inspectors in efforts to meet clients’ contractual needs
- Working To Targets/Goals
- Cover incoming LCP questions and support requests while working with LCT developers as first line of support
- Carry out cleaning and safety inspections on site, at intervals stated in the Cleaning Quality Plan
- Approve Product Support service calls by working with 3rd party (CES) District Managers and FTS Scheduling
- Manage the delivery of service management reporting to IT and Business stakeholders, using 3rd party support partners where appropriate
6
Skills For Service & Support Manager Resume
- Review and analyze month-end accounting reports and assist in identifying and issues
- Understand existing processes and recommend evolutionary or even disruptive changes
- Oversee implementation of ITIL v3 processes for CDM Service Operations, using standardized procedures for request fulfillment and incident response
- Establish and maintain MOAs with vendor and tool service providers providing for uniform and standard incident escalation processes and procedures
- Manage performance of key services including the Global Service Desk (GSD) against agreed service levels
- Vertrautheit mit Linux und Windows Operating Systeme
- General knowledge and understanding of the ITIL (Information Technology Infrastructure Library) framework and IT service management
- A broad knowledge of computing environments
- Resilient – can work with difficult people in challenging situations
7
Skills For Field Service Support Manager Resume
- Basic understanding of Systems, Networks, Applications
- Exposure to DevOps practices and/or working environments
- Act as the day-to-day interface into the SM processes and is responsible for ensuring the execution of the process
- Monitor that incidents encountered during the implementation of a change are properly documented in the change record
- Recruit staff using company procedures. Maintain staff numbers at the agreed level
- Manage the finance and budget for the contracts – Control resources to achieve quality of service whilst keeping within the budget
- Continually look for opportunities to introduce add on services, e.g. consumables and window cleaning to name a few
8
Skills For Infrastructure Service Support Manager Resume
- Recruit staff using company procedures to enable yourself to maintain staff numbers at the agreed level
- Regularly review the training and development needs of individuals and carry out appraisals where appropriate
- Knowledge of digital and offset printing process
- Lead Knowledge Management activities including the production of all required support collateral
- Works with other Area leaders to resolve issues/errors that occur on the front-end of the billing process
- Assesses internal and external customer needs and makes recommendations, utilizing value-add techniques
- Act as a primary point of escalation within IT operations for issues relating to service management processes
9
Skills For Service Support Manager Resume
- Compliance (Governmental and Motorola contracting requirements and procedure)
- Ensure proactive and continuing communication with field inspectors
- Coordination with Marketing / sales team to provide inspectors, rates, certifications for new proposals
- Maintain records (Promissory Notes and receipts) for Training Reimbursement program for BU
- Track and monitor employee training program to ensure BU has 100% compliance
- Functions well in fast-paced, ever-changing environment
- Familiarity with scheduling inspector pool
- Highly committed with a sense of Customer’s satisfaction
- This role requires relevant hands on experience of change and/or technology delivery using agile techniques. Preferably in very large organisations or in a regulatory environment
10
Skills For IT Service Support Manager Resume
- Responsible Tier II and Tier III CDM Solution operation support services
- Connect our key service teams to ensure the best outcome for our business
- Ensure support is provided to the GSD by all relevant IT teams (internal and external)
- Mid-life technology upgrades of in-service systems
- Disposal of equipment at the end of its service life
List of Typical Responsibilities For a Service Support Manager Resume
1
Responsibilities For IT Service Support Manager Resume
- Responsibilities as the ITIL Champion and the overall Service Lifecycle - assessing, designing and implementing the standard set of key ITIL controls in IT. Responsible for ITIL based Service Design and implementation such as
- Handle/balance multiple projects/tasks and respond to area management’s needs and challenges
- Informatikstudium oder ähnliche Abschlüsse / Erfahrungen
- Erfahrung mit relationalen Datenbanken
- Hardware Erfahrung im Bereich von Großrechnern
- Programmierkenntnisse - SQL, C/C++ und/oder Shellskript oder andere Sprachen
- Freude am Kundenkontakt – proaktive Kundenbeziehung
- Grundwissen von ETL Tools und/oder anderen TD bezogenen
2
Responsibilities For Regional Service Support Manager Resume
- Bonne pratique de support client
- Gestion de pièces détachées
- Gestion des évolutions chez les clients
- Gestion des plans de support clients
- Maintien de la base de données du service clients
- Gestion de l’engagement client sur les CLCA (Closed Loop Corrective Action)
- 7 ans d’expérience dans la gestion de systèmes d’information dans les 8 dernières années
- Forte compétence en organisation
- Bonne gestion de la pression (externe et interne)
3
Responsibilities For Group Service Support Manager Resume
- Grande aisance dans l’utilisation des outils Microsoft Office (Excel, Powerpoint, Word, Outlook, etc..)
- Bonne connaissance de Linux : 3 ans d’expérience sur les 4 dernières années
- Bonne connaissance technique sur différents types d’environnements (Hadoop/ Aster, Data warehouse, Virtualisation ESXi)
- ITIL V3 Foundations or better certification
- Excellent oral and written communication skills, including the ability to deliver presentations to audiences of different levels and technological sophistication
- Ability to successfully organize and lead large complex projects
- Influence an organization.
- Maintain excellent relationships and communication with global stakeholders, other IT teams, and business areas, including the production of Stability Metrics (incident, change, capacity, SLAs, infrastructure)
4
Responsibilities For Area Service Support Manager Resume
- To make sure support and response to Business or user queries are within standard guidelines and handle all the escalations from all stakeholders of the projects
- Engage with the wider technology community for upcoming applications transition, Transformation and BCM events
- Assist the Global RTB Lead in driving process improvements and strategies, including BICEP, toolsets, automation, lean production, and continuous service improvement
- Provide management oversight of audit reviews with internal and external auditors, tracking and responding to audit requirements
- Prepare and deliver formal LCP training either directly to colleagues or as train the trainer to BAU support
- Pair working with BAU support people to transfer knowledge and handover BAU support responsibilities is a key success criteria
- Coach colleagues and BAU support people to adopt new practices and tools involved in the E2E change process
5
Responsibilities For Waterfront In-service Support Manager Resume
- Coach leadership to support the required changes
- ITIL, COBIT5, PMP, Service Management Process Design, Implementation & Adherence
- PMP, Communication, Client Management
- Served in a role that worked directly with customers or end users of IT services
- Knowledge of Automation tools such as Selenium
6
Responsibilities For Service & Support Manager Resume
- Publish all the prescribed reports/dashboards as per the defined timelines
- Monitor that incident/ problem/. change records are completed within criteria
- Directing users to steady state education on line presentation and assisting as required with steady state education to process users when requested or when circumstances indicate that education would improve process executio
- Visit clients at least once per period to discuss services provided
- Carry out risk assessments and complete MG(F)16
- Complete time sheets and calculate wages. Ensure wage budgets are not exceeded
- Attend monthly branch meetings to review the performance on contracts
7
Responsibilities For Field Service Support Manager Resume
- Ensure that plant, equipment and PPE is checked and replaced or repaired as necessary. Record on the "Health & Safety Audit and equipment record card
- Complete time sheets and calculate wages, and ensure wage budgets are not exceeded
- When necessary, discipline staff in accordance with the company's disciplinary procedure
- ITIL Foundation Certification and ITIL Practitioner Certification in one or more Service Support disciplines
- Integrated Logistic Support
- Gestion des configurations
- On-Time Contract Renewals
8
Responsibilities For Infrastructure Service Support Manager Resume
- Gestion des changements
- Gestion des plannings
- Fourniture de rapport
- Gestion des escalades
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