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Help Desk Supervisor Resume With Samples & Examples

• Resume Format
• May 9, 2024
• Administrative

Help Desk Supervisor Resume : A Help Desk Supervisor plays a crucial role in managing a team of support staff and ensuring that all customer inquiries and technical issues are resolved efficiently. Crafting a strong resume is essential for standing out in this competitive field. In this blog post, we will provide a comprehensive guide on how to create a Help Desk Supervisor resume that highlights your skills and experience effectively.

Starting with an attention-grabbing objective statement, followed by a compelling summary of your qualifications, education, skills, experience, certifications, awards, and achievements, we will show you how to structure each section to impress potential employers. Additionally, we will provide a free template to help you get started on creating a winning resume. Let’s dive in and learn how to showcase your expertise as a Help Desk Supervisor.

Help Desk Supervisor Resume Sample

Ben Grimm Help Desk Supervisor Phone:(407) 555-7890 Email: [email protected] Address: 1515 Pinecrest Avenue, Pineville, VA 34567

Dedicated Help Desk Supervisor with over 5 years of experience managing a team of support specialists at XYZ Company. Skilled in troubleshooting technical issues, providing excellent customer service, and ensuring timely resolution of tickets. Proven track record of improving team efficiency and satisfaction levels. Strong leadership and communication skills.

Help Desk Supervisor ABC Company, New York, NY January 2018 – Present

– Lead a team of 10 help desk technicians in providing technical support to over 500 employees – Developed and implemented training programs for new hires to ensure consistent service delivery – Managed ticketing system to track and prioritize support requests, resulting in a 20% increase in resolution time – Conducted performance evaluations and provided feedback to team members to improve productivity and customer satisfaction – Collaborated with IT department to identify and resolve recurring technical issues, reducing downtime by 15%

Bachelor of Science in Information Technology University of California, Los Angeles Los Angeles, CA Graduated May 2012

Associate of Applied Science in Computer Information Systems Santa Monica College Santa Monica, CA Graduated May 2009

– Strong leadership and team management skills – Excellent problem-solving abilities – Proficient in various help desk software and ticketing systems – Exceptional customer service skills – Ability to prioritize and delegate tasks effectively – Strong communication and interpersonal skills – Knowledge of IT troubleshooting and technical support – Experience in training and mentoring help desk staff – Ability to work well under pressure and meet deadlines – Proficient in Microsoft Office Suite and other relevant software applications

Certifications

– CompTIA A+ Certification, 2015 – ITIL Foundation Certification, 2016 – HDI Support Center Team Lead Certification, 2017

Awards & Achievements

– Recognized as “Employee of the Month” for outstanding customer service and problem-solving skills – Achieved a 95% customer satisfaction rating based on feedback surveys – Implemented a new ticketing system that improved response times by 30% – Led a team of help desk technicians to exceed performance goals for three consecutive quarters – Received certification in ITIL Foundation for IT Service Management

Jennifer Wilson – Consultant – UVW Solutions – (444) 555-6666 – [email protected]

Help Desk Supervisor Resume Objective – Examples

1. To effectively lead and manage a team of help desk technicians in providing exceptional customer support and resolving technical issues in a timely manner. 2. To ensure high levels of customer satisfaction by implementing efficient help desk processes and procedures, and continuously monitoring and improving service delivery. 3. To utilize my strong leadership skills and technical expertise to mentor and train help desk staff, and promote a positive and collaborative work environment. 4. To contribute to the overall success of the organization by implementing best practices in help desk management, and driving continuous improvement in service quality and efficiency. 5. To leverage my experience in help desk supervision to streamline operations, optimize resource allocation, and achieve key performance metrics and service level agreements.

Help Desk Supervisor Resume Description Examples

1. Experienced Help Desk Supervisor with over 5 years of experience managing a team of help desk technicians. Skilled in providing technical support to end users and resolving complex technical issues. Proficient in managing help desk ticketing system and ensuring timely resolution of customer inquiries.

2. Results-driven Help Desk Supervisor with a proven track record of improving team efficiency and customer satisfaction. Strong leadership skills with the ability to motivate and mentor team members. Experienced in developing and implementing help desk policies and procedures to streamline operations.

3. Detail-oriented Help Desk Supervisor with excellent communication and problem-solving skills. Proficient in managing help desk resources and prioritizing tasks to meet service level agreements. Skilled in training new help desk technicians and providing ongoing support and guidance.

4. Customer-focused Help Desk Supervisor with a passion for delivering exceptional customer service. Experienced in managing a high-volume help desk environment and handling escalated customer issues. Proficient in monitoring help desk performance metrics and implementing strategies to improve team productivity.

5. Proactive Help Desk Supervisor with a strong technical background and a knack for troubleshooting complex IT issues. Skilled in managing help desk projects and coordinating with other IT teams to ensure seamless service delivery. Experienced in conducting performance evaluations and providing feedback to help desk technicians for continuous improvement.

Action Verbs to Use in Help Desk Supervisor Resume

1. Managed: Oversaw a team of help desk agents, ensuring they met performance goals and provided excellent customer service. 2. Coordinated: Organized schedules, assignments, and resources to ensure smooth operation of the help desk. 3. Trained: Provided guidance and instruction to help desk agents on best practices for resolving customer issues. 4. Resolved: Addressed escalated customer complaints and technical issues to ensure timely resolution and customer satisfaction. 5. Implemented: Introduced new processes and technologies to improve efficiency and effectiveness of the help desk operation. 6. Monitored: Regularly assessed team performance and customer feedback to identify areas for improvement and implement corrective actions. 7. Mentored: Provided guidance and support to help desk agents to help them develop their skills and advance in their careers. 8. Analyzed: Reviewed help desk metrics and data to identify trends and make data-driven decisions to improve performance.

Mistakes to Avoid in Help Desk Supervisor Resume

1. Failing to highlight relevant experience: Make sure to include any previous experience in customer service or technical support roles, as well as any leadership or supervisory experience.

2. Using generic language: Avoid using generic phrases like “responsible for managing a team” or “excellent communication skills.” Instead, provide specific examples of your accomplishments and skills.

3. Neglecting to showcase problem-solving abilities: Help desk supervisors need to be able to think on their feet and solve complex technical issues. Make sure to highlight any instances where you successfully resolved a difficult problem.

4. Overlooking the importance of teamwork: Help desk supervisors work closely with their team members to ensure smooth operations. Highlight your ability to work collaboratively and effectively with others.

5. Failing to demonstrate leadership skills: As a supervisor, you will be responsible for guiding and motivating your team. Make sure to showcase your leadership abilities, such as decision-making, conflict resolution, and team building.

6. Including irrelevant information: Keep your resume focused on your relevant skills and experience. Avoid including unrelated information that does not showcase your qualifications for the position.

7. Neglecting to proofread: Typos and grammatical errors can make a negative impression on potential employers. Be sure to thoroughly proofread your resume before submitting it.

FAQs – Help Desk Supervisor Resume

What experience do you have managing a help desk team.

I have over five years of experience managing a help desk team in a fast-paced corporate environment. During this time, I have successfully led a team of 10+ support specialists, ensuring that they are properly trained, motivated, and equipped to provide exceptional customer service. I have implemented efficient ticketing systems, monitored team performance metrics, and implemented process improvements to streamline operations and enhance the overall customer experience. My experience has equipped me with the skills and knowledge necessary to effectively manage a help desk team and deliver high-quality support to users.

How do you handle escalated customer issues and complaints?

When handling escalated customer issues and complaints, we prioritize active listening and empathy to understand the customer’s perspective and concerns. We aim to address the issue promptly and effectively by offering solutions that align with company policies and customer satisfaction. Our team is trained to remain calm and professional while de-escalating tense situations and finding mutually beneficial resolutions. We also document the issue and follow up with the customer to ensure their satisfaction and prevent future occurrences. Our goal is to turn a negative experience into a positive one by providing exceptional customer service and building trust and loyalty with our customers.

What strategies do you use to improve team performance and productivity?

One strategy we use to improve team performance and productivity is setting clear goals and expectations. By clearly defining what needs to be accomplished and the timeline for completion, team members have a clear direction and can work towards a common objective. Additionally, we encourage open communication and collaboration among team members. This allows for the sharing of ideas, feedback, and support, which can lead to more innovative solutions and improved productivity. We also prioritize regular feedback and performance evaluations to identify areas for improvement and provide opportunities for growth and development. Finally, we promote a positive and inclusive team culture that values diversity and fosters a sense of belonging, which can boost morale and motivation among team members.

How do you stay current with technology trends and updates in the help desk industry?

I stay current with technology trends and updates in the help desk industry by regularly reading industry publications, attending relevant webinars and conferences, and participating in online forums and communities. I also make sure to continuously update my skills through training and certification programs to stay ahead of the curve. Additionally, I collaborate with colleagues and network with other professionals in the field to exchange knowledge and insights on the latest developments in technology and best practices in the help desk industry. By staying informed and proactive in my approach to learning, I am able to adapt to changes and provide the most up-to-date support to our customers.

Can you provide examples of successful projects or initiatives you have implemented to improve help desk operations?

Yes, we have successfully implemented several projects and initiatives to improve help desk operations. One example is the implementation of a new ticketing system that streamlined the process of logging and tracking customer issues. This system allowed us to prioritize and assign tickets more efficiently, resulting in faster resolution times and improved customer satisfaction. Another successful initiative was the implementation of a knowledge base for our help desk staff, which provided them with quick access to troubleshooting guides and solutions for common issues. This helped to reduce the time spent on resolving repetitive problems and allowed our staff to focus on more complex issues. Additionally, we have also implemented regular training sessions and performance evaluations to ensure that our help desk staff are equipped with the necessary skills and knowledge to provide excellent customer service. These initiatives have all contributed to the overall improvement of our help desk operations.

In conclusion, a well-crafted Help Desk Supervisor resume is essential for showcasing your skills and experience in the field. By including a strong objective, summary, education, skills, experience, certification, awards, and achievements sections, you can effectively highlight your qualifications to potential employers. Utilizing our free template as a guide, you can create a professional and impressive resume that will set you apart from other candidates in the competitive job market. Good luck in your job search!

Related Administrative Role Resumes:

Resume Tips

Choose the right format.

Select a resume format that best showcases your skills and experience. Common formats include chronological, functional, and combination resumes.

Tailor Your Resume

Customize your resume for each job application by highlighting relevant skills and experiences that match the job description.

Focus on Key Sections

Include essential sections such as contact information, professional summary or objective, work experience, education, skills, and relevant certifications.

Use Clear and Concise Language

Be concise and use action verbs to describe your accomplishments and responsibilities in each job role.

Quantify Achievements

Whenever possible, quantify your achievements with numbers or percentages to demonstrate your impact in previous roles.

Highlight Transferable Skills

Emphasize transferable skills that are relevant to the job you're applying for, such as communication, problem-solving, and leadership skills.

Prioritize Readability

Ensure your resume is easy to read by using a clean and professional font, adequate white space, and bullet points for listing information.

Proofread Carefully

Avoid spelling and grammar errors by proofreading your resume multiple times or asking a trusted friend or colleague to review it.

Keep it Updated

Regularly update your resume with new experiences, skills, and accomplishments to reflect your most current qualifications.

Seek Feedback

Consider seeking feedback from career advisors, mentors, or professionals in your industry to improve your resume further.

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Help Desk Supervisor resume examples for 2024

A strong help desk supervisor resume should highlight a candidate's ability to handle a variety of tasks. As Curtis Welborn, a Professor at Utah Valley University, puts it, "Just be great at everything you do. Take hard classes, and excel at them. Learn EVERYTHING you can, and companies will want you." This involves developing and maintaining policies and procedures for customer support functions, providing technical assistance and support for incoming queries, and troubleshooting and resolving issues. It's also important to demonstrate soft skills, such as the ability to work amicably with others, as Oriehi Destiny Anyaiwe , Assistant Professor at Lawrence Technological University, notes, "In today's marketplace, problems/business are tackled with a collaborative view. Employers will like to hire employees that have the skill set and potential to explain problems/solutions to non-experts as well as working amicably with them."

Help Desk Supervisor resume example

How to format your help desk supervisor resume:.

• Use the job title 'Help Desk Supervisor' consistently on your resume to match the application.
• Highlight accomplishments instead of responsibilities in your work experience section, such as 'Supervised the completion of thousands of trouble calls across 2 networks' or 'Developed and manage corporate wide computer help desk department'
• Aim to fit your resume on one page, focusing on relevant and recent experiences for the Help Desk Supervisor role.

Choose from 10+ customizable help desk supervisor resume templates

Choose from a variety of easy-to-use help desk supervisor 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 supervisor resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Entry level help desk supervisor resume example

Professional help desk supervisor resume example, resume tips to land the job:.

• If you're choosing between a resume objective or work experience and you want to fit your resume on one page, always choose work experience. However, it's ok for senior level help desk supervisor resumes to be two full pages long.
• Recruiters and hiring managers suggest short, succinct bullet points, instead of long, wordy paragraphs. Make it easy for recruiters to understand your key accomplishments, in 30 seconds.
• As a rule of thumb, lead each bullet point with a verb such "Grew", "Increased", or "Developed".

Help Desk Supervisor resume format and sections

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

Help Desk Supervisor Resume Contact Information Example # 1

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

2. Add relevant education to your help desk supervisor 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 Supervisor Education

Help Desk Supervisor Resume Relevant Education Example # 1

Associate's Degree In Computer Science 2003 - 2005

University of Maryland - College Park College Park, MD

Help Desk Supervisor Resume Relevant Education Example # 2

High School Diploma 2012 - 2014

3. Next, create a help desk supervisor 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 supervisor 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.

The operational procedure means the prescriptive documents that describe processes involving several partners. The involved techniques get utilized in defining the related work.

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

A software application is any computer program developed and used by consumers, such as Microsoft's suite of products (Office, Excel, Word, PowerPoint, Outlook, etc.), Internet browsers such as Firefox, Safari, and Chrome, or browser add-ons that Defendant preinstalls or causes to be preinstalled onto a Covered Product. The software application is designed to help the user perform specific tasks - personal, educational, and business functions.

A trouble ticket is another term for a support/help ticket. At the point when a client or worker has an issue, they present a record, or ticket, to the IT group depicting their issue. The group records significant data on the ticket and uses it for correspondence between the client and the group.

Top Skills for a Help Desk Supervisor

• Customer Service , 10.0%
• Technical Support , 8.5%
• Operational Procedures , 8.4%
• Help Desk , 6.0%
• Other Skills , 67.1%

4. List your help desk supervisor experience

The most important part of any resume for a help desk supervisor 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 supervisors" and "Managed a team of 6 help desk supervisors 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 in the discovery and resolution of current and potential hardware issues.
• Maintained print server and printers for entire site.
• Started in a temporary position at the Salvation Army Headquarters in Atlanta.
• Allied Technical Data (Toyota Financial Services) - Staged, setup, and deployed 65 Dell desktops for new workstations.
• Maintained desktops, laptops, and servers for several K-12 schools totaling around 500 machines, both Mac and Windows-based.
• Performed repairs on Hewlett Packard, Compaq, Packard Bell, NEC, Toshiba and Apple computers, desktops and laptops.
• Performed software OS and application upgrades as necessary
• Obtained CompTIA+ and Microsoft Certified Professional certifications, as well as Toshiba and IBM factory warranty repair technician certifications.
• Worked on Windows 98, ME, 2000, and XP operating systems, repairing and diagnosing software related issues.
• Applied internal and external hardware devices to enhance computer performance and storage capabilities.
• Installed images using Windows Deployment Server.
• Enabled RDP on these machines.
• Configured static IP addresses for printers to ensure user connectivity, maintained print queues.
• Migrated MS Outlook (2007 to 2010) as well as Windows XP to 7 during workstation upgrade deployments.
• Reimaged PCs using Symantec Ghost.
• Provided user orientation of new and upgraded hardware/software packages, keeping management abreast with updated technology
• Installed new PCs for Cingular Wireless call center rollout Imaged PCs for call center using Norton Ghost
• Collaborated with overseas affiliate to provide efficient network and hardware troubleshooting/diagnostics.
• Provided problem resolution for all hardware and software elements of data communication network and ensured the availability of the data network.

5. Highlight help desk supervisor certifications on your resume

Specific help desk supervisor 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 supervisor resume:

• IT Information Library Foundations Certification (ITIL)
• Security 5 Certification
• Certified Information Technology Professional (CITP)

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

A resume summary statement consists of 1-3 sentences at the top of your help desk supervisor 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 supervisor resume skills

• Customer Service
• Technical Support
• Operational Procedures
• Desk Support
• Level Agreements
• Problem Resolution
• Troubleshoot
• Computer System
• Customer Support
• Statistical Reports
• Software Applications
• Trouble Tickets
• Technical Assistance
• User Accounts
• Performance Appraisals
• Mobile Device Management
• Performance Reviews
• Technical Issues
• Software Issues
• Technical Problems
• Level Support
• Network Connectivity
• Direct Reports
• Performance Evaluations
• Support Issues
• Customer Complaints
• Phone Support
• Customer Issues
• Trouble Calls
• Call Handling
• Training Materials
• Network Troubleshooting
• Call Tracking
• User Community

Entry level help desk supervisor resume templates

Professional help desk supervisor resume templates

Help Desk Supervisor Jobs

Links to help optimize your help desk supervisor 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.

Help Desk Supervisor Related Resumes

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• Help Desk Administrator Resume
• Help Desk Analyst Resume
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• Help Desk Manager Resume
• Help Desk Representative Resume
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• Senior Support Specialist Resume
• Supervisor Resume
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• Systems Support Engineer Resume
• Technical Support Manager Resume

Help Desk Supervisor Related Careers

• Computer Support Technician
• Customer Support Engineer
• Desk Support Technician
• Desktop Engineer
• Help Desk Administrator
• Help Desk Analyst
• Help Desk Coordinator
• Help Desk Manager
• Help Desk Representative
• Help Desk Specialist
• Lead Support Technician
• Level Senior Technician
• Senior Help Desk
• Senior Support Specialist
• Senior Support Technician

Help Desk Supervisor Related Jobs

What similar roles do.

• What Does a Computer Support Technician Do
• What Does a Customer Support Engineer Do
• What Does a Desk Support Technician Do
• What Does a Desktop Engineer Do
• What Does a Help Desk Administrator Do
• What Does a Help Desk Analyst Do
• What Does a Help Desk Coordinator Do
• What Does a Help Desk Manager Do
• What Does a Help Desk Representative Do
• What Does a Help Desk Specialist Do
• What Does a Lead Support Technician Do
• What Does a Level Senior Technician Do
• What Does a Senior Support Specialist Do
• What Does a Senior Support Technician Do
• What Does a Supervisor Do
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• Computer and Mathematical Industry
• Help Desk Supervisor
• Help Desk Supervisor Resume

Browse computer and mathematical jobs

• • Led a team of 10 support specialists, improving the team's efficiency in resolving tickets by 25% in the first year.
• • Designed a comprehensive reporting system that reduced issue escalation by 15% through better tracking of recurring problems.
• • Established a service level agreement that increased client satisfaction scores from 80% to 93% within 18 months.
• • Spearheaded the deployment of new end-user hardware for 500+ employees, completing the project 1 month ahead of schedule.
• • Implemented a mentorship program, resulting in a 10% improvement in first-call resolution rates by newly trained staff.
• • Interpreted and utilized key performance indicators to redirect resources, achieving a 20% reduction in downtime.
• • Managed end-user networking issue resolution, achieving a 99% uptime for the company's internal network.
• • Developed process improvements that increased ticket completion rates by an average of 30% per quarter.
• • Overhauled the IT hardware ordering system, reducing procurement costs by 20% while maintaining quality.
• • Conducted regular training sessions on support tools and techniques, enhancing team proficiency and response times.
• • Facilitated a cross-department collaboration that led to the reduction of repeat service requests by 35%.
• • Provided tier 2 technical support, resolving over 500 complex service requests per quarter.
• • Contributed to the maintenance of a knowledge base that cut down issue resolution time by 25%.
• • Enhanced user satisfaction by innovating an onboarding process for new software deployments.
• • Assisted in developing departmental goals that linked to a 10% increase in overall productivity.

5 Help Desk Manager Resume Examples & Guide for 2024

Your help desk manager resume must demonstrate strong leadership abilities. Showcase your experience in managing a team and driving customer service success. Include evidence of your technical proficiency and problem-solving skills. Employers want to see your capability to handle complex IT issues efficiently on your resume.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a help desk manager, articulating the breadth of your technical expertise and leadership skills in a concise resume can be a significant challenge. Our guide provides targeted advice and examples to showcase your accomplishments effectively, ensuring your resume stands out to potential employers.

• Sample industry-leading professional resumes for inspiration and help desk manager resume-writing know-how.
• Focus recruiters' attention on what matters most - your unique experience, achievements, and skills.
• Write various resume sections to ensure you meet at least 95% of all job requirements.
• Balance your help desk manager technical expertise with personality to stand out amongst candidates.

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

• Service Desk Manager Resume Example
• Development Manager Resume Example
• Database Developer Resume Example
• Cnc Programmer Resume Example
• Snowflake Developer Resume Example
• IT Technician Resume Example
• Cisco Network Engineer Resume Example
• Software Tester Resume Example
• Desktop Support Resume Example
• Assistant IT Manager Resume Example

Optimize your help desk manager resume format to pass the recruiters' assessment

What recruiters are looking for is systematised content that is clear and coherent. Thus, your help desk manager resume needs to answer requirements and why you're the best candidate for the role from the get-go.

• Sorting your experience in the reverse chronological order - starting with your most recent and relevant roles. This is an excellent choice for more experienced professionals;
• Writing your contact information (e.g. personal phone number and email address ) and your portfolio or LinkedIn link in your help desk manager resume header. If you're wondering to include a photo or not, always make sure that it's appropriate for the country you're applying in;
• Use the basic, most important help desk manager resume sections - your experience, education, summary, etc. Use your resume's real estate wisely to tell a compelling, professional story and match job description's keywords;
• Don't go overboard with the length of your resume. One page is absolutely fine if you happen to have under a decade of relevant experience.

Are you still wondering if you should submit your help desk manager resume in PDF or Word format ? The PDF has a few more advantages, as it doesn't change the format and the text can't be altered upon application.

Format matters most when your help desk manager resume is assessed by the Applicant Tracker System (or the ATS).

The ATS parses resumes, looking for specific keywords, skills or experience that match the job description.

P.S. We recently did a study on how the ATS works and were able to demystify three of the biggest misconceptions about how it assesses candidate resumes.

To pass the ATS evaluation, select any of the serif or sans-serif fonts. Popular choices that would help your help desk manager resume stand out include Raleway, Exo 2, Montserrat, etc.

Most traditionalists go for Arial or Times New Roman, but it's often the case that many candidates choose these fonts, and you'd thus lose points on the uniqueness front.

Upload & Check Your Resume

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Showcase any ongoing or recent educational efforts to stay updated in your field.

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

• Header and summary for your contact details and to highlight your alignment with the help 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:

• Proven experience in managing a help desk team and overseeing all operations, including staff performance and customer service standards.
• Strong technical knowledge and understanding of help desk software, databases, and remote control.
• Excellent problem-solving skills with the ability to analyze situations, identify existing or potential problems, and recommend solutions.
• Experience in developing and implementing help desk procedures, policies, and systems to enhance efficiency and customer satisfaction.
• Track record of setting specific customer service standards and monitoring and reporting on support effectiveness through metrics such as first-call resolution and ticket turnaround times.

Adding your relevant experience to your help desk manager resume

If you're looking for a way to show recruiters that your expertise is credible, look no further than the resume experience section.

Your help desk manager resume experience can be best curated in a structured, bulleted list detailing the particulars of your career:

• Always integrate metrics of success - what did you actually achieve in the role?
• Scan the help desk manager advert for your dream role in search of keywords in the job requirements - feature those all through your past/current experience;
• Dedicate a bullet (or two) to spotlight your technical capabilities and how you're able to use the particular software/technology in your day-to-day roles;
• Write simple by including your responsibility, a job advert keyword or skill, and a tangible outcome of your success;
• Use the experience section to also define the unique value of working with you in the form of soft skills, relevant feedback, and the company culture you best thrive in.

Industry leaders always ensure that their resume experience section offers an enticing glimpse at their expertise, while telling a career narrative. Explore these sample help desk manager resumes on how to best create your resume experience section.

• Led a team of 15 help desk analysts to provide 24/7 support for over 10,000 global users, reducing ticket resolution time by 25%.
• Implemented a new ITSM platform that optimized workflow processes and enhanced tracking of KPIs including first call resolution, leading to a 10% increase in customer satisfaction.
• Developed and executed a comprehensive training program that increased staff technical proficiency and ensured cross-departmental IT support alignment.
• Managed critical IT support incidents for enterprise-level clients, streamlining the escalation process and reducing system downtime by 15%.
• Collaborated with systems engineers to integrate customer feedback into the continuous improvement of help desk tools and protocols.
• Oversaw the migration of help desk services to a cloud-based infrastructure which improved remote support capabilities and scalability.
• Introduced an AI-driven ticketing system that automated routine inquiries, allowing staff to focus on complex technical issues.
• Monitored and analyzed performance data to identify trends and develop strategies for reducing recurrent IT issues by 20%.
• Coordinated with the cybersecurity team to incorporate best practices into help desk operations, significantly mitigating risk exposure.
• Implemented a customer feedback loop that increased the help desk’s ability to respond to user needs, improving service customization.
• Enhanced IT help desk service levels by recruiting, training, and developing a high-performing team focused on customer service excellence.
• Spearheaded the development of a self-service portal, which empowered users to resolve simple issues and reduced overall ticket volume by 30%.
• Directing the global help desk operations with a focus on leveraging automation tools to elevate user satisfaction and reduce response times.
• Spearheading the integration of chatbot technology that effectively handles 40% of initial customer interactions, freeing up resources for critical support areas.
• Conducting regular performance assessments using analytics to continuously refine the support model and align with evolving business requirements.
• Revamped the help desk ticketing process which resulted in a 35% improvement in response times and a 50% reduction in backlogged tickets.
• Managed cross-functional teams to resolve complex IT problems, cutting the mean time to resolution by 20% and enhancing system availability.
• Pioneered the adoption of a remote support policy which increased flexibility for staff and ensured uninterrupted customer service during remote work transitions.
• Oversaw a period of significant expansion of help desk services, including a 50% increase in support staff to handle growing customer demand.
• Played a key role in the company-wide adoption of Agile methodologies which improved inter-departmental collaboration and accelerated problem-solving.
• Championed the implementation of advanced monitoring tools that proactively identified potential issues, reducing downtime by 18%.
• Developed and maintained an IT help desk knowledge base that reduced ticket resolution time and enhanced internal training processes.
• Forged strong vendor relationships that improved the quality of technical support tools and reduced software procurement costs by 12%.
• Coordinated with IT leadership to align help desk activities with strategic business initiatives, ensuring adaptive support for new technologies.
• Increased the IT department’s operational efficiency by implementing strategic staffing models that optimized round-the-clock support coverage.
• Conceptualized and launched a cross-training program that resulted in a more versatile help desk team able to address a broader range of technical issues.
• Established a program for tracking and responding to user satisfaction metrics, leading to a 15% improvement in perceived IT support quality.
• Orchestrated a seamless transition for the help desk team to a comprehensive remote work model while maintaining 99% SLA adherence.
• Implemented a tiered support strategy that maximized the efficient use of skilled resources and reduced average handle time by 22%.
• Championed the development and integration of predictive analysis tools into support practices, significantly lowering incident recurrence rates.

Quantifying impact on your resume

• Highlight the number of support tickets resolved per day to demonstrate efficiency in handling customer issues.
• Quantify the size of the help desk team you have managed to showcase leadership and team management skills.
• Include the percentage reduction in ticket resolution time to emphasize process improvement capabilities.
• Mention the number of training sessions conducted for help desk staff to illustrate commitment to team development.
• Detail the increase in customer satisfaction scores to reflect the impact of service quality enhancements.
• Specify the volume of calls and emails managed to show the ability to handle high workloads effectively.
• Report on the percentage of issues resolved on the first call to highlight proficiency in problem-solving.
• Indicate the dollar value of the IT assets you were responsible for to establish financial accountability and asset management skills.

Action verbs for your help desk manager resume

Experience section for candidates with zero-to-none experience

While you may have less professional experience in the field, that doesn't mean you should leave this section of your resume empty or blank.

Consider these four strategies on how to substitute the lack of experience with:

• Volunteer roles - as part of the community, you've probably gained valuable people (and sometimes even technological capabilities) that could answer the job requirements
• Research projects - while in your university days, you may have been part of some cutting-edge project to benefit the field. Curate this within your experience section as a substitute for real-world experience
• Internships - while you may consider that that summer internship in New York was solely mandatory to your degree, make sure to include it as part of your experience, if it's relevant to the role
• Irrelevant previous jobs - instead of detailing the technologies you've learned, think about the transferable skills you've gained.

Recommended reads:

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

Shining a light on your help desk manager hard skills and soft skills

To win recruiters over, you must really have a breadth of skill set presented and supported within your help desk manager resume.

On hiring managers' checklists, you'd initially discover hard or technical skills. Those are the technology (and software) that help you perform on the job. Hard skills are easy to quantify via your education, certificates, and on-the-job success.

Another main criterion recruiters are always assessing your help desk manager resume on is soft skills. That is your ability to communicate, adapt, and grow in new environments. Soft skills are a bit harder to measure, as they are gained both thanks to your personal and professional experience.

Showcase you have the ideal skill set for the role by:

• Dedicating both a skills box (for your technical capabilities) and an achievements or strengths section (to detail your personal skills).
• When listing your skills, be specific about your hard skills (name the precise technology you're able to use) and soft skills (aim to always demonstrate what the outcomes were).
• Avoid listing overused cliches in the skills section (e.g. Microsoft Office and Communication), unless they're otherwise specified as prominent for the role.
• Select up to ten skills which should be defined via various sections in your resume skills sidebar (e.g. a technical skills box, industry expertise box with sliders, strengths section with bullets).

Spice up your resume with leading technical and people skills, that'd help you get noticed by recruiters.

Top skills for your help desk manager resume:

Technical Support

IT Service Management

Knowledge of Operating Systems

Network Troubleshooting

Help Desk Software Proficiency

Security Compliance

Incident Management

Problem Solving

ITIL Framework Knowledge

Hardware Configuration

Communication Skills

Customer Service

Analytical Thinking

Time Management

Adaptability

Conflict Resolution

Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.

Help Desk Manager-specific certifications and education for your resume

Place emphasis on your resume education section . It can suggest a plethora of skills and experiences that are apt for the role.

• Feature only higher-level qualifications, with details about the institution and tenure.
• If your degree is in progress, state your projected graduation date.
• Think about excluding degrees that don't fit the job's context.
• Elaborate on your education if it accentuates your accomplishments in a research-driven setting.

On the other hand, showcasing your unique and applicable industry know-how can be a literal walk in the park, even if you don't have a lot of work experience.

Include your accreditation in the certification and education sections as so:

• Important industry certificates should be listed towards the top of your resume in a separate section
• If your accreditation is really noteworthy, you could include it in the top one-third of your resume following your name or in the header, summary, or objective
• Potentially include details about your certificates or degrees (within the description) to show further alignment to the role with the skills you've attained
• The more recent your professional certificate is, the more prominence it should have within your certification sections. This shows recruiters you have recent knowledge and expertise

At the end of the day, both the education and certification sections hint at the initial and continuous progress you've made in the field.

And, honestly - that's important for any company.

Below, discover some of the most recent and popular Help Desk Manager certificates to make your resume even more prominent in the applicant pool:

The top 5 certifications for your help desk manager resume:

• Help Desk Institute (HDI) Support Center Manager (SCM) — HDI
• Microsoft Certified Solutions Expert (MCSE) — Microsoft
• Information Technology Infrastructure Library (ITIL) Foundation — AXELOS
• Certified Information Systems Security Professional (CISSP) — (ISC)²
• Project Management Professional (PMP) — Project Management Institute (PMI)

List your educational qualifications and certifications in reverse chronological order.

• When You Should (And Not) Add Dean's List On Your Resume
• When Should You Include Your High School on Your Resume?

Should you write a resume summary or an objective?

No need to research social media or ask ChatGPT to find out if the summary or objective is right for your help desk manager resume.

• Experienced candidates always tend to go for resume summaries. The summary is a three to five sentence long paragraph that narrates your career highlights and aligns your experience to the role. In it you can add your top skills and career achievements that are most impressive.
• Junior professionals or those making a career change, should write a resume objective. These shouldn't be longer than five sentences and should detail your career goals . Basically, how you see yourself growing in the current position and how would your experience or skill set could help out your potential employers.

Think of both the resume summary and objective as your opportunity to put your best foot forward - from the get go - answering job requirements with skills.

Use the below real-world help desk manager professional statements as inspiration for writing your resume summary or objective.

Resume summaries for a help desk manager job

• With over 7 years of experience in IT support, a seasoned help desk manager adept at streamlining help desk operations, reducing downtime, and enhancing user satisfaction. Proficient in ITIL methodologies and Microsoft Office Suite, boasting a record of reducing ticket resolution times by 30% at TechGenix Solutions.
• Former customer service supervisor with 5 years of leadership experience, transitioning to the tech sector as a help desk manager, bringing exceptional problem-solving abilities and a commitment to improving service response times. Skilled in communication and team coordination, eager to apply transferable skills to achieve high customer service ratings in a tech environment.
• Eager to leverage a 10-year background in operations management within the retail industry to the tech sphere, where customer support and efficient resolution are paramount. Bringing to bear extensive experience in team leadership and process optimization, aiming to drive excellence in a new role as a help desk manager.
• A dynamic professional with 8 years guiding high-performance help desk teams for SaaS companies. Specializes in SAFe Agile methodologies and is a certified ITIL v4 practitioner. Achieved a 97% customer satisfaction rate through innovative support strategies and dedication to service excellence at CloudTech Enterprises.
• Seeking a challenging entry-level opportunity to apply my keen interest in technology and strong interpersonal skills. Enthusiastic about developing a deep understanding of technical support processes and contributing to improved customer service experiences. Motivated to learn rapidly and make a significant impact in a dynamic tech support environment.
• Recent IT graduate motivated to begin a career in tech support, aiming to apply theoretical knowledge from a BSc in Information Technology and hands-on internship experience. Focused on mastering help desk management tools and protocols to facilitate effective customer service in a high-paced tech firm.

Showcasing your personality with these four help desk manager resume sections

Enhance your help desk manager expertise with additional resume sections that spotlight both your professional skills and personal traits. Choose options that not only present you in a professional light but also reveal why colleagues enjoy working with you:

• My time - a pie chart infographic detailing your daily personal and professional priorities, showcasing a blend of hard and soft skills;
• Hobbies and interests - share your engagement in sports, fandoms, or other interests, whether in your local community or during personal time;
• Quotes - what motivates and inspires you as a professional;
• Books - indicating your reading and comprehension skills, a definite plus for employers, particularly when your reading interests align with your professional field.

Key takeaways

Securing your ideal job starts with crafting a compelling help desk manager resume. It should not only highlight your professional strengths but also reflect your personality. Key aspects to remember include:

• Choose a clear, easily editable format, allowing more time to focus on the content of your resume;
• Emphasize experience relevant to the job, focusing on your impact on the team;
• Opt for a resume summary if you have extensive professional experience, and a resume objective if you're just starting out;
• Include technical skills in the skills section and interpersonal skills in the achievements section;
• Recognize the importance of various resume sections (e.g., My Time, Projects) in showcasing both your professional abilities and personal traits.

Looking to build your own Help Desk Manager resume?

• Resume Examples

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Help Desk Supervisor Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the help desk supervisor 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

• Development and implementation of training programs of customer support staff including ongoing training program as part of a continuous improvement plan
• Identify performance and training issues using performance measurement tools such as call monitoring, customer feedback and support ticket review
• Attends meetings, conferences, and training workshops. Review publications and industry documents to remain current on principles, practices, and new developments in assigned work areas
• Coordinates and evaluates section operations and activities; recommends and implements improvements and modifications; and prepares various reports on operations and activities for management
• Analyze data and statistical information related to problem management reports, agent contact patterns, performance, and trends and identify opportunities that increase productivity and quality of service
• Assertive and self-driven to achieve consistent performance improvement in self and employees
• Maintain Help Desk staff including staff selection, scheduling, formal performance evaluations; Assist, guide, and train team in assigned functions
• Provide direction on secure devices demand and planning to assist the employee base for the future
• Work to establish industry standards of system architecture and system security
• Lead the installation, documentation, and maintenance for all enterprise hosting and project related activities. Provides leadership in project management
• Oversee the change management process for the HD function
• Participate in capital and O&M budgeting, and policy and procedure development and adherence
• Provide lead role in the ongoing maintenance, documentation, and testing of a disaster recovery plan for systems devices (ie. phones and PCs)
• Perform other tasks and special projects as assigned
• Review work volumes and partner with others within the department to ensure service levels, work volume and quality standards are met
• Manage staffing to ensure productivity and quality standards are met and customer service expectations are consistently achieved
• Facilitate meetings effectively; monitor group dynamics and foster a positive work environment within the team
• Provide direction to staff consistent with UnitedHealth Group vision and strategies, and department goals and objectives
• Develop and monitor metrics to assess the overall quality, performance, and productivity of both staff and business function using quality monitoring, survey results, ACD reports, and support tool reports
• Provide timely, constructive, and honest feedback to direct reports, peers and others
• Anticipate problems by monitoring key department indicators; develop contingency plans and / or corrective action plans
• Strong working knowledge on Microsoft Office 2016, Windows 7 and 10, desktop, printers, and laptops
• Good working knowledge of Excel reporting features
• Be able to prioritize and yet adapt quickly to change
• Specialized certification(s) desirable
• Strong analytical, problem solving and decision making skills
• Ability to prioritize and organize
• Excellent advancement opportunities
• Communication: Able to effectively communicate with peers and subordinates
• Excellent verbal, written, and diplomatic skills
• Knowledge of System Development Life Cycle principles & practices

11 Help Desk Supervisor resume templates

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, enterprise help desk supervisor resume examples & samples.

• Assists the department manager in establishing processes, procedures and polices for the Enterprise Help Desk
• Serves as communications conduit across Information Technology support groups, and affected customers during high impact outages
• Supervises the partners within assigned team through managing performance, addressing employee relations issues, and making sound hiring decisions
• Help desk or customer support environment supporting various hardware, software and personal computer tools (2 years)
• Technical training (2 years)
• Strong leadership skills, with the ability to coach and mentor others

Help Desk Supervisor Resume Examples & Samples

• Make recommendations on improvement plans related to existing products or services
• Represent the Helpdesk interests in meetings aligned with company goals
• Coordinate with other departments, any projects or changes that could potentially affect the Help Desk and MC Department
• Leads Helpdesk team in organizing and prioritizing projects and determining individual assignments
• Train, coach and mentor (Level I, II & Lead) and aids in developing career advancement opportunities
• Monitor process adherence, Quality assurance, Performance against objectives and goals, Incidents to ensure accurate and timely resolution
• Develop and maintain problem resolution procedures in the knowledgebase and review with team
• Establish positive employer-employee-customer relationships and promote high levels of employee morale
• Acts as an escalation point for resolving the most difficult customer issues
• Prepare and maintain a Manual of Operations for all Help Desk activities
• Ability to identify and evaluate problems to determine root causes
• Ability to maintain effective communication (verbal and written) and working relationship with co-workers, managers, and other departments
• Ability to establish and maintain effective, professional and harmonious relationships
• Problem solving, troubleshooting, and analytical skills
• Training in information technology
• Critical thinking skills and experience making decisions in a fast paced, dynamic work environment
• Experience in technical support skills including installing, configuring, networking, and troubleshooting Desktop Operating systems and Microsoft Office applications
• Skill in utilizing customer service techniques in responding to inquiries and complaints and experience building high levels of customer satisfaction
• Strong understanding of company related best practices, policies, and procedures
• Knowledge of Help Desk ticketing system (JIRA, Oracle Right Now)
• Strong organizational, interpersonal, conflict management skills
• Detailed, results, and process oriented
• Skill in prioritizing, assigning, reviewing and evaluating work
• Strong ability, desire and enjoyment in working with others, both employees and customers, with a cooperative, professional and friendly attitude
• Demonstrated performance promoting standards of ethical and professional conduct

Senior Help Desk Supervisor Resume Examples & Samples

• Provide direct supervision for a team of 15 - 20 technical support analysts in a multi- team, multi- location international, technical call center
• Provide guidance to staff and customers, department and others as appropriate, regarding interpretation of Technology Support Center policies, procedures, and guidelines
• Coach and develop technical analyst staff by communicating performance expectations, providing on- going feedback, and ensuring training resources and plans are in place to address individual and department needs
• Analyzes and investigates complex problems and drives for creative solutions
• Provides explanations and interpretations within area of expertise
• Manage a portfolio of contract sales that represent unique support implications to your support analysts
• Manage on- boarding of knowledge and other information to enable your team to be successful in supporting various simple and complex level 1 support implications
• Monday - Friday, typically 8- 5pm CST
• 5 x 8 hour shifts are typical, but additional off hours engagement may be required due to the supported team being 24x7x365
• Bachelor’s degree or equivalent relevant work experience
• 5+ years working in the IT industry
• 5+ years of Technology Support and/or IT Help Desk experience
• 3+ years of Call Center experience
• The ability and willingness to work off hours if required typically a few times a month
• 2+ years leadership experience with direct reports, in help desk or service desk environment
• Previous Healthcare Industry experience
• Experience with build, on- boarding, and operational execution of external client technology support requirements
• Experience with contract management, contract review, and account management (including RFPs, SOWs, MSA’s etc.)
• Intermediate level of experience with MS Office applications: Word, Excel (to include formulas, V-lookups, Pivot Tables), PowerPoint and Access
• Experience with industry recognized technology support / help desk software (ticketing tools, knowledge management tools, call center tools, etc.)
• Manage and maintain level one IT help desk, user self-help/diagnosis and solution system for both internal and external clients (New York State Department of Health, local counties and 3rd party service providers) by analyzing help desk performance through various statistical and reporting methods
• Prioritize and escalate requests in order to assure compliance with contractual and internal Service Level Agreements (SLA). Potential financial impact to MAXIMUS if SLAs are not met
• Develop and maintain formal procedures for consistency and increased productivity
• Manage the process for communicating outage/emergency activities to the organization. Develop and create scripting for Tech I discussions with users, including problem recognition, research, isolation and resolution steps
• Direct the process of proactive response to issues before they become problems. Oversee the work process to eliminate future occurrences
• Function as a lead liaison for level 2 and 3 support teams while over seeing more complex maintenance tasks, computer system and peripheral equipment repairs
• Supervise level one IT help desk staff to include staff performance evaluation and improvement. Responsible for planning employee work schedules to ensure sufficient coverage during operating hours
• Oversee more complex maintenance tasks, computer system and peripheral equipment repairs
• Function as a lead liaison for level 2 and 3 support teams
• Ensure a level of cross-training is in place as an aide to work load flexibility
• Bachelor’s degree from an accredited college or university preferred or related work experience
• 3 years of supervisor/leadership experience
• 5 years of Computer/network Help Desk Support experience
• Ability to communicate in an understandable, polite and friendly manner, both written and verbal
• Strong organizational skills and ability to multi-task in a medium-size business environment
• Availability to response to the needs of internal and external customers for installation, maintenance and equipment malfunctions
• Technical Skills: Microsoft Office, Outlook, Active Directory, Web technology, Networking, Voice over IP (VoIP), Help Desk ticketing system
• Must be able to remain in a stationary position for an extended period of time
• Performs other duties as may be assigned by management
• Provide direct supervision for a team of 15 -20 technical support analysts in a multi-team, multi-location international, technical call center
• Coach and develop technical analyst staff by communicating performance expectations, providing on-going feedback, and ensuring training resources and plans are in place to address individual and department needs
• Provide timely, constructive, and honest feedback to Analysts, peers and others
• Monday – Friday prime hours with flexibility to work until 10pm one night a week. 5 x 8 hour shifts
• 2+ years working in the IT industry
• 2+ years Supervisory experience, in a help desk or service desk in a metrics driven environment
• Willingness and ability to work 8 to 5 shifts Monday through Friday with the flexibility to work until 10 PM one night a week
• 2+ years of previous Call / Contact Center experience
• Thorough knowledge of Windows and Microsoft Office 2010 applications. Microsoft certifications desirable
• Experience with industry recognized help desk software
• Detail oriented, flexible and enjoy working in a fast-paced collaborative environment
• Ability to interact with tact and diplomacy with individuals from a variety of backgrounds and organizational levels
• The call center supervisor will
• Define and establish schedules, set priorities, provide support/direction and act as an escalation point for priority/difficult calls
• Train, coach and mentor the team on operational procedures, troubleshooting techniques, new technologies, and career development. Perform silent monitoring for training/evaluation purposes and monitor tickets for appropriate/timely solutions
• Promote excellent customer service, effective response times, and appropriate escalation to ensure a positive end-user support experience
• Analyze metrics to ensure established SLAs and target metrics are met and to identify trends. Also produce monthly metrics report for management review
• Write/distribute end-user communications regarding new technologies, planned, and unplanned outages
• Develop/conduct and/or coordinate external end-user training on new hardware/software/new technologies
• Maintain the team SharePoint site, keep training documentation current, and populate the support knowledge-base to ensure quality solutions are available to all team members
• Represent the help desk on implementation and integration projects
• Conduct IT New Hire training for onboarding employees
• Conduct mid and annual performance reviews for team
• Assists with inbound calls as volume requires
• Conduct staff meetings; attend weekly Change Management meetings and project meetings as required
• Remain available during non-working hours to respond to business critical support issues or severe outage situations

Csis Help Desk Supervisor Resume Examples & Samples

• Physical Security & Asset Protection
• Facility Security Design
• Access Control and CCTV Operating Systems
• Data Analysis and Management
• 3-5 years’ experience in supervisory positions for monitoring centers and personnel management
• Leadership/Influence/Negotiation
• Management Skills
• Job Knowledge/Technical Skills
• Problem Solving & Decision Making
• Corporate Citizenship
• Teamwork/Interpersonal Skills
• Communication
• Initiative/Creativity
• A valid driver's license for the travel you'll be doing
• Proven communication and leadership skills
• Operate and use all equipment necessary to run a store such as a dolly, hand-truck, forklift, computer and cash register
• Squat, bend, stoop and climb ladders
• Work varied hours, days, night and weekends as business dictates, plus six days a week during peak seasons in the spring and fall
• Stand and walk for long periods of time often up to four hours straight without a break

IT Help Desk Supervisor Resume Examples & Samples

• Review work volumes and partner with other (local and global) teams to ensure a responsive IT service desk service delivery, work volume and quality standards are met
• Provide guidance to customers, department and others as appropriate, regarding interpretation of information Technology policies, procedures, and guidelines
• Coach and develop service technicians
• Communicates performance expectations, providing on-going feedback, and ensuring training resources and plans are in place to address individual and department needs in a timely manner
• Develop and monitor metrics to assess the overall quality, performance, and productivity of both department and business function using quality monitoring, survey results, and support tool reports
• Facilitate meetings effectively; monitor group dynamics and foster a positive work environment within the department
• Develop and document operations processes
• Analyzes and investigates complex problems and drives for creative solutions and innovation
• Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization
• Manage on-boarding of knowledge and other information to enable the department to be successful in supporting level 1 support implications of varying complexity
• Assist Analysts in providing first line support when workloads are high, or where additional experience is required
• Proven ability to conduct presentations and facilitate regular meetings with all levels of leadership up to the executive level
• Provide department direction consistent with LISI Aerospace’s vision and strategies, and department goals and objectives
• Contribute to the maintenance of the corporate IT project plan and initiatives
• Help create the priorities and manage the utilization of IT department on priority projects
• Participate in the definition if IT standards, methodologies, and strategies
• Responsible for complying with the rules and regulations set forth by Federal, Local, and State government, LISI Aerospace, and HSE Procedures
• Responsible for complying with Work Standards for Information Technology Personnel
• Continually seeks opportunities to improve our HSE performance by establishing objectives and targets, measuring progress, and reporting our results
• Bachelor of Science degree in Computer Science, Information Technology or relevant field
• 4+ years leadership experience with direct reports, in help desk or service desk environment
• A strong professional communication skills and an ability to lead by example both technically and organizationally are integral in developing team members – a major component of this position
• Ability to act in a responsive manner to customer inquiries and requests; escalating the most difficult clients or matters as necessary
• Experience with industry recognized technology support / service desk software (ticketing tools, knowledge management tools, call center tools, etc.)
• Experience working with ITIL framework of support
• Project management skills and technical skills (demonstrated through coursework and experience), and ability to complete work by deadlines
• Ability to adapt procedures and processes to accomplish the requirements of the position
• Ability to be flexible in changing work priorities

Credit Union Help Desk Supervisor Resume Examples & Samples

• Monitors productivity of the IT and Electronic Services Help Desk personnel and generate ACD and trouble ticket activity reports for the Chief Technology Officer
• Ensure that trouble tickets are addressed in a timely manner, internal/external customers are proactively contacted with status upda tes as needed, and that issues are ultimately resolved
• Monitor calls to observe employees demeanor, technical accuracy, and conformance to company policy
• Identify and implement new electronic services that support the companies' Strategic Plan
• Monitor and analyze usage trends, effectiveness, and potential of company's suite of electronic products and services
• Maintain current knowledge of Internet Banking, Bill Pay, Remote Deposit Capture, and Mobile Banking by attending applicable conference, seminars, and participating in Users Groups
• Ensure employees are properly trained to support system upgrades and new products and services as needed
• Spend approximately 50% of time fulfilling responsibilities of a specific Senior-level technical position
• Prioritize and plan required activities to ensure deliverables are met
• Work with the business to resolve requirement questions
• Mentor junior team members and help remove any roadblocks
• Facilitate team training opportunities
• Provide input to Management on performance of individual team members
• Focuses on incident and request management, ensuring that specific Service Level Agreements are met, and assists with queue management by reviewing tickets (Incident, Service Requests, Tasks), ensuring they have the appropriate focus and effort
• Assists with workforce management, ensuring that staff is appropriately allocated to achieve the goals of the IT Help Desk
• Handles escalations, and emergency field work as necessary
• Ensures equipment is running, inventory is controlled, and that the team has the tools needed to successfully perform their core work functions
• Handles Identity and Access Management; provisioning, supporting, and disabling user accounts and profiles
• Ability to implement and support endpoint deployment and management tools such as SCCM, InTune, Altiris, etc
• Contributes to the implementation and maintenance of Active Directory Group Policies and Local Group Policies to ensure endpoint hardening methodologies are achieved
• Contributes to implementation and maintenance of Microsoft Security Updates and WSUS
• Supports all software applications and IT hardware used by the field sales and customer service teams including SAP ECC, SAP CRM, SAP Mobility, SAP REX, Qlikview and mobile device management
• Manages, sets up and installs mobile devices and software for new users including asset management, assigning application access, ensuring that appropriate security and system configurations are compliant with company standards
• Assumes the role of subject matter expert for all proprietary and business process and associated information systems as it pertains to the sales force
• Provides technical support and guidance to users; responds to all user requests promptly and follows-up as necessary to ensure satisfactory resolution of users IT support requests
• Balances the workload of the team and prioritizes support requests in line with business priorities
• Logs, tracks and resolves Service Requests, Change Requests and Incident and Problem tickets via the group’s ITSM platform – BMC Remedy
• Responds to support requests and communicates with end users throughout the support lifecycle via Remedy ticketing system
• Troubleshoots application performance issues, and may recommend upgrades, patches and new applications and equipment
• Recommends new or alternative approaches to providing technical support to ensure that user assistance is being provided promptly and in the most effective and efficient manner
• Keeps Manager, IT informed of schedules, priorities and problems
• Effectively communicates system wide issues related to mobile applications
• 5+ years’ experience in an IT service desk environment providing technical support to a remote field based sales force via telephone, face to face and remote desktop/management tools
• Experience in an environment supporting field based sales staff and office based customer service team in a Wholesale or Retail organization
• Excellent knowledge of systems and hardware, database software applications and networking systems and procedures including knowledge of mobile device support (iPhone, iPad), Mobile Applications and Mobile Device Management, iOS and Mac OSX
• Practical Knowledge of SAP, CRM, Office 365
• Strong leadership, organizational, and time management skills
• Able to multi-task with strong communication skills (both verbal and written) as well as good interpersonal skills
• Some travel
• Bachelor’s degree in computer science/technical discipline
• Computer systems or A+ certifications

Enterprise IT Help Desk Supervisor Resume Examples & Samples

• Provide technical leadership to the HD team. Supervise level II Help Desk and act as an advanced specialist while instructing, guiding, training and aiding in development of less experienced technical personnel. Develop guidelines for scheduling and work distribution
• Monitor performance against the service delivery model and key performance metrics. Provide performance guidance and feedback including annual employee performance appraisals
• Oversee and lead the PC/device replacement process
• Identify research, and resolve complex technical problems
• Participate in capital and O&M budgeting, and policy and procedure development and adherence
• Report weekly to management on operational problems, plans and progress
• Aid in the production of all network, systems, security, and user documentation
• Develop, implement, and ensure adherence to information security policies, procedures, and standards
• Participate in 24x7 support of systems as required
• Engage in personal and professional development to stay current with the demands of the position

Help Desk Supervisor, Osss Resume Examples & Samples

• Answers and responds to complex technical calls within predetermined time guidelines; analyzes and interprets client questions to determine problems and solve them
• Supervises a group of subordinate staff responsible for technical support and performs technical support work of extraordinary difficulty and complexity
• Manages quality assurance work of subordinate staff to ensure consistency and quality of service provided. Intercedes when advanced technological issues cannot be handled by subordinate staff and coaches subordinate staff through problem resolution
• Monitors compliance with service level agreements throughout the business units. Manages expectations of end users by routine meetings and progress reports
• Coordinates with senior management and IT personnel to address issues related to existing and new IT technologies
• Serves as a support in the overall end user functions related to technological upgrade in individual business units, concentrating on more complex and difficult technological issues
• Provides first-class technical support to clients by isolating, analyzing, and solving client issues, resolving technical issues which affect operational contingencies
• Performs optimization of personal computer operating systems, not limited to the application of Operating System patches and troubleshooting communication devices
• Maintains and secures database management systems, operating systems, data communications systems, applications, mobile applications, websites, and/or related software functions
• Offers fitting and creative solutions for client issues which meet all previously fixed quality standards; escalates calls within the given time guidelines
• Executes backups and repairs for PCS; installs and configures desktop products in network environments
• An associate degree or 60 semester credits from an accredited college and three years of satisfactory full‐time experience, acquired within the last seven years, as described in ʺ1ʺ above; or
• A four‐year high school diploma or its educational equivalent and four years of satisfactory full‐time experience, acquired within the last seven years, as described in ʺ1ʺ above; or
• Education and/or experience equivalent to ʺ1ʺ, ʺ2ʺ, or ʺ3ʺ above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college, for six months of experience. However, all candidates must have at least a four‐year high school diploma or its educational equivalent and two years of satisfactory full‐time experience, acquired within the last seven years, as described in ʺ1ʺ above
• Serves as the team's manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks; assigns tasks as appropriate; notifies Manager, Help Desk and Business Solutions of issues/trends as appropriate
• Ensures service levels are maintained, manages escalation procedures, and addresses calls requiring escalation or call back
• Monitors and audits communications from team members to stores and store support vendors ensuring productivity, process, and quality assurance; provides direction, correction, and counsel to team members as appropriate
• Supervises, plans and prepares work schedules according to budget, workload, and business objectives
• Observes and evaluates team members' performances and completes performance reviews and individual training, improvement, and development plans
• Monitors and ensures queue watch procedures and triggers are followed by the team to ensure team and team member performance
• Participates with the Manager, Help Desk and Business Solutions in the recruiting, interviewing, and hiring process
• Must have a High School diploma or equivalent and customer service/call center experience (College degree or equivalent in training or experience preferred)
• Call center supervisory experience or equivalent (Preferred)
• Experience or familiarity with the "Out Here" Lifestyle of the Tractor Supply Customers (Preferred)
• Store operations, retail, and customer service experience (Preferred)
• Must possess basic computer skills and strong knowledge of Microsoft Office Suite
• Must possess good verbal, listening, and written communication skills
• Must possess strong analytical and problem solving skills
• Must have the ability to work as a part of an operations/contact center team focused on service
• Must have call logging/ticketing experience (HEAT, Remedy, or similar)
• Must have strong interpersonal skills, interacts with others in a positive and respectful manner; approachable and easy to interact with
• Must have coaching and mentoring skills, leads by example, transfers and imparts knowledge and expertise
• Must be flexible and adaptable; works effectively in changing and ambiguous circumstances
• Supervise assigned staff; provide direction and support as needed, and assign work
• Ensure work assignments and projects including those of assigned staff are completed successfully, on time and in accordance with company standards and IT best practices
• Estimate resource needs and ensure adequate staffing in order to meet assigned activities and predetermined completion dates efficiently
• Monitor the effectiveness of systems, policies and procedures and make appropriate recommendations to ensure daily operations run smoothly and efficiently; implement approved changes
• Responsible for training and development of assigned staff, providing skills and knowledge training, coaching, clear feedback and corrective action as necessary
• Provide technical lead support as needed
• Troubleshoot complex problems and develop effective solutions to resolve issues
• Coordinate with and support business and functional groups
• Consult with management and staff across IT to coordinate and communicate activities
• Compile documentation for assigned areas of responsibility
• Prepare various records and reports
• May manage assigned budget
• Perform all duties in accordance with safety rules and regulations
• Perform other duties as necessary
• Demonstrated supervisory and management skills
• Supervise IT Help Desk and ensure that the business is receiving timely and required technical services
• Manage IT ticketing system and self-service portal using Cireson and MS Service Manager solution
• Responsible for technical knowledge base for both analysts and customers
• Work with all areas of IT to properly escalate and resolve IT issues in a timely fashion
• 3 to 5 years of Windows based desktop and/or application support experience
• General comprehension of PowerShell and scripting for automation
• Effective Active Directory management and troubleshooting skills
• Work with vendors and business teams to deliver cloud based software solutions
• Responsible for Incident and Request Management using the ITIL framework
• Previous IT supervisory experience desired
• Ability to supervise and motivate team members effectively
• Demonstrated knowledge of current and emerging technology in areas of responsibility
• Ability to learn and apply new technologies
• Effective project management and team-based skills
• Effective PC skills (Excel, Word, Outlook, PowerPoint, etc.)
• Knowledge of System Development Life Cycle principles & practices
• Effective written and oral communication skills
• Well-developed interpersonal skills
• Effective presentation skills
• 5 plus years of relevant experience, including at least 1 year of supervisory experience, or any equivalent combination of experience and training that demonstrates the ability to perform the key responsibilities of this position
• Possible relocation to Nashville, TN
• Supervise and monitor Help Desk activities
• Handle staff scheduling to ensure maximum coverage of department functions. Organize and delegate tasks within the department. Ensure coverage of phone system
• Supervise and ensure the highest levels of customer satisfaction
• Manage creation, distribution and analysis of yearly customer survey and present results
• Lead by example, to keep team motivated, increasing and maintaining a high level of job performance
• Take ownership of and resolve escalated internal and external problem calls. Coaching staff to better handle these types of calls
• Ensure delegation for quick resolution or dispatch to customer site as needed
• Develop job aids and standard operating procedures to optimize customer satisfaction
• Act as Business unit Crisis Manager, responsible to work with the Crisis Management Team to elaborate procedures, training exercise and ensure Business Continuity Plan
• Coordinate McKesson Canada Automation’s phone system requirements and changes with McKesson IT department
• Ensure each team has a skills matrix completed and a plan to increase skill level of each team
• Create, implement and review performance objectives with each team member
• Engage employees in discussion about their individual development and provide feedback and coaching
• Collaborate with internal partners (Field Service, Warehouse, Calibration, PTS) to promote team communication and maximize customer satisfaction
• Manage Help Desk ticket system and asset tracking
• Manage creation of new customers and technical support for Automation Customer Portal
• Work closely with the Manager, Customer Success to create and report KPIs, making adjustments to ensure targets are met
• Assist Manager, Customer Success with Business Unit Privacy matters, collaborate with the privacy audit team, report incidents and closing audit remediation action items
• Manage floor providing guidance and assistance to Support Personnel
• Awareness and Reaction to Call Volume/Staffing/SLA’s
• Set Goals with Personnel
• Coach Personnel
• Monitor Personnel, providing feedback
• Understand and follow all Help Desk Procedures
• Have an understanding of Corporate Procedures and Quality System
• Respond to Customer Complaints or Inquiries
• Judgment/Analytical: Make decisions and recommendation concerning all aspects of the Help Desk. (I.e. procedures, policies and/or systems). Plans, coordinates and directs the activities to subordinates
• Leadership: Maintain positive perspective. Lead by Example. Inspire and motivate team members. Practice and encourage fairness. Making decisions even when unpopular
• Excellent Staffing Resource Capacity Planning skills
• Excellent understanding of ITSM Incident Management
• Proficient in Microsoft Office Professional (Word, Excel, PowerPoint, Outlook, Project & Visio)
• Proficient in IT Service Management methodology and practices
• Ability to learn ISS structure and policies sufficient to serve as a resource for questions, referrals, and documentation in regards to the Help Desk
• Ability to handle sensitive and difficult situations in a professional and responsive manner; ability to exercise own judgment
• Ability to interact effectively with individuals and organizations at all levels, establish and maintain good working relationships
• Ability to develop priorities, meets deadlines despite interruptions, and performs multiple complex assignments
• Ability to work independently on assignments with minimal supervision
• Ability to coordinate complex calendars
• Ability to work overtime as required

Exam Processing / Help Desk Supervisor Resume Examples & Samples

• Bachelor Degree or equivalent preferred
• 3+ years of proven supervisory experience
• Proficiency in MS Office Suite (Word, Excel, PowerPoint)
• Experience working with detailed, time sensitive assignments
• Effective organizational skills
• Good analytical and follow-through skills
• Excellent multi-tasking skills
• Strong commitment to work
• Ticket auditing experience using Cherwell, Remedy or other ticketing systems
• Experience managing, mentoring, or supervising help desk personnel
• Previous experience with a transition phase, and knowledge of how an optimum help desk should run
• Demonstrated customer service skills and qualities
• This role will be a crucial part of implementing Incident Management, and must be willing to assist with documentation
• Accountability is key – must be organized and dependable
• Lead Helpdesk team to troubleshoot and resolve Level 1 and 2 software, network and phone systems problems for local and remote personnel
• Provide training to helpdesk staff on operational procedures and troubleshooting techniques
• Plans, prioritizes, assigns, supervises and reviews the work of assigned staff performing a variety of work activities within helpdesk
• Provides input on budget and annual review of service delivery activities
• Monitor day-to-day analyst input within Zendesk ticket system and present helpdesk KPI's to leadership
• Provide new technology rollout support including extra training sessions and roving support after installations
• Create documentation for use by end users (help sheets, usage guides, FAQ’s, etc.)
• Other duties and responsibilities as assigned by IT Service Manager
• Bachelor's degree from an accredited university in computer science or equivalent
• 5+ years of hands-on technical support experience working in large enterprise-level environments
• 3+ of leadership, management or prior supervisory experience leading teams of up to 5+ team members
• Proficiency with Zendesk or other ticketing systems required
• Must be service oriented and have strong team leadership skills
• Ability to manage and collaborate with multidisciplinary teams

Related Job Titles

Help Desk Supervisor Resume Examples and Templates

This page provides you with Help Desk Supervisor resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Help Desk Supervisor resume.

What do Hiring Managers look for in a Help Desk Supervisor Resume

• Leadership Skills : Ability to lead and motivate a team of help desk technicians, delegate tasks, and ensure efficient operation of the help desk.
• Technical Proficiency : Strong understanding of IT systems, software, and troubleshooting techniques to assist team members and escalate complex issues as needed.
• Customer Service Excellence : Dedication to providing excellent customer service, addressing inquiries, and resolving technical issues promptly and professionally.
• Problem-Solving Abilities : Aptitude to analyze and resolve technical problems, identify trends in support requests, and implement solutions to improve efficiency.
• Communication Skills : Clear and effective communication with team members, management, and end-users to convey information, provide updates, and coordinate support efforts.

How to Write a Help Desk Supervisor Resume?

To write a professional Help Desk Supervisor resume, follow these steps:

• Select the right Help Desk Supervisor resume template.
• Write a professional summary at the top explaining your Help Desk Supervisor’s experience and achievements.
• Follow the STAR method while writing your Help Desk Supervisor resume’s work experience. Show what you were responsible for and what you achieved as a Help Desk Supervisor.
• List your top Help Desk Supervisor skills in a separate skills section.

How to Write Your Help Desk Supervisor Resume Header?

Write the perfect Help Desk Supervisor resume header by:

• Adding your full name at the top of the header.
• Add a photo to your resume if you are applying for jobs outside of the US. For applying to jobs within the US, avoid adding photo to your resume header.
• Add your current Help Desk Supervisor position to the header to show relevance.
• Add your current city, your phone number and a professional email address.
• Finally, add a link to your portfolio to the Help Desk Supervisor resume header. If there’s no portfolio link to add, consider adding a link to your LinkedIn profile instead.
• Bad Help Desk Supervisor Resume Example - Header Section

Cason 9 W. Wakehurst St. Mount Vernon, NY 10550 Marital Status: Married, email: [email protected]

• Good Help Desk Supervisor Resume Example - Header Section

Cason Reilly, Mount Vernon, NY, Phone number: +1-555-555-5555, Link: linkedin/in/johndoe

Make sure to add a professional looking email address while writing your resume header. Let’s assume your name is John Doe - here is a formula you can use to create email addresses:

• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]

For a Help Desk Supervisor email, we recommend you either go with a custom domain name ( [email protected] ) or select a very reputed email provider (Gmail or Outlook).

How to Write a Professional Help Desk Supervisor Resume Summary?

Use this template to write the best Help Desk Supervisor resume summary: Help Desk Supervisor with [number of years] experience of [top 2-3 skills]. Achieved [top achievement]. Expert at [X], [Y] and [Z].

How to Write a Help Desk Supervisor Resume Experience Section?

Here’s how you can write a job winning Help Desk Supervisor resume experience section:

• Write your Help Desk Supervisor work experience in a reverse chronological order.
• Use bullets instead of paragraphs to explain your Help Desk Supervisor work experience.
• While describing your work experience focus on highlighting what you did and the impact you made (you can use numbers to describe your success as a Help Desk Supervisor).
• Use action verbs in your bullet points.

Help Desk Supervisor Resume Example

Help Desk Supervisor

• Implement and oversee a service ticketing system, automatically distributing tickets to assigned processors. Handle approximately 450 tickets per month.
• Manage direct inquiries and complaints received via email or phone.
• Supervise and facilitate team operations, ensuring smooth workflow.
• Generate productivity reports and address any issues to enhance efficiency.
• Resolve inquiries directly or delegate them to appropriate team members as needed.

IT Help Desk Supervisor Resume Example

IT Help Desk Supervisor

• Oversee IT HelpDesk Operations.
• Deliver technical support services to 3,000 users.
• Troubleshoot and resolve IT and systems issues.
• Handle daily calls and provide solutions promptly.
• Administer all aspects of Active Directory group policy, including end-user account creation and management.
• Manage maintenance room operations.
• Follow up on procurement and contracts.

Top Help Desk Supervisor Resume Skills for 2023

• Technical support expertise across various platforms (e.g., Windows, macOS, Linux)
• Troubleshooting and problem-solving skills
• Help desk ticketing system management (e.g., JIRA Service Desk, Zendesk)
• Incident management and resolution
• Knowledge base creation and maintenance
• Remote desktop support tools proficiency (e.g., TeamViewer, Remote Desktop Protocol)
• Active Directory user management
• Network troubleshooting and diagnostics
• Hardware and software installation and configuration
• Software deployment and updates
• Mobile device management (e.g., MDM solutions)
• Email configuration and support (e.g., Microsoft Outlook, Gmail)
• VoIP phone system support
• Printer and peripheral device troubleshooting
• Data backup and recovery procedures
• Security software management (e.g., antivirus, firewall)
• Compliance with security policies and procedures
• Patch management
• System monitoring and alert management
• End-user training and education
• Documentation of support procedures and solutions
• Customer service skills for interacting with end-users
• Communication skills (both verbal and written)
• Leadership and team management abilities
• Coaching and mentoring for support team members
• Performance evaluation and feedback delivery
• Staff scheduling and shift planning
• Onboarding and training of new help desk staff
• Vendor management for third-party support services
• Contract negotiation and management for support contracts
• Budget management for help desk operations
• Metrics tracking and reporting (e.g., ticket resolution times, customer satisfaction scores)
• Continuous improvement initiatives for help desk efficiency and effectiveness
• ITIL (Information Technology Infrastructure Library) framework knowledge
• Service level agreement (SLA) management
• Root cause analysis of recurring issues
• Change management procedures
• Disaster recovery planning and implementation
• Business continuity procedures
• Compliance with industry regulations (e.g., GDPR, HIPAA)
• Collaboration with other IT teams (e.g., network operations, system administration)
• Liaison with other departments for IT support needs
• Project management for help desk-related projects
• Vendor and product evaluation for new tools and solutions
• Trend analysis for identifying emerging support needs
• Cross-training initiatives for help desk staff
• Time management for balancing reactive and proactive support tasks
• Adaptability to changing technologies and user requirements
• Commitment to professional development in IT support practices

How Long Should my Help Desk Supervisor Resume be?

Your Help Desk Supervisor resume length should be less than one or two pages maximum. Unless you have more than 25 years of experience, any resume that’s more than two pages would appear to be too long and risk getting rejected.

On an average, for Help Desk Supervisor, we see most resumes have a length of 2. And, that’s why we advise you to keep the resume length appropriate to not get rejected.

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Service Desk Manager Resume Examples (Template & 20+ Tips)

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

This article provides an example of a Service Desk Manager resume, highlighting the key skills and experience necessary to excel in this role. It showcases the important aspects to focus on when constructing a resume, such as technical skills, customer service experience, and problem solving abilities. This example is a great starting point for jobseekers looking to make a strong impression on potential employers.

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 .
• What a resume template is, and why you should use it.

What does a Service Desk Manager do?

A Service Desk Manager is responsible for managing the day-to-day operations of the service desk or help desk. This includes managing the team of service desk staff, setting performance targets, responding to customer inquiries, troubleshooting technical issues, providing technical support, and ensuring the service desk meets customer service standards. The Service Desk Manager must also manage customer satisfaction surveys, analyze customer feedback, and develop strategies to improve customer service. Additionally, they must monitor the service desk environment, identify areas of improvement, and design and implement new processes and procedures.

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What are some responsibilities of a Service Desk Manager?

• Manage daily operations of the service desk team, including scheduling, resource allocation and performance management
• Develop and maintain service desk processes and procedures, including incident and problem resolution, service request fulfillment, and reporting
• Ensure compliance with service level agreements (SLAs) and quality standards
• Monitor and analyze service desk performance metrics and generate reports for management
• Maintain and update the service desk knowledgebase
• Provide technical support for internal and external customers
• Identify and analyze trends in service desk requests and issues
• Stay abreast of new technologies and recommend system enhancements

Sample Service Desk Manager Resume for Inspiration

Service Desk Manager

Name: John Doe Address: 123 Main Street, Anytown, USA Phone: 555-555-5555 Email: [email protected]

An experienced professional with over 10 years of experience in customer service and technical support, John Doe is an outstanding Service Desk Manager. He is highly organized, detail-oriented, and committed to providing quality service to all customers. He has a proven track record of successfully managing customer service operations and providing technical support to ensure maximum customer satisfaction.

Work Experience

• Service Desk Manager, ABC Company, Anytown, USA (2006-2019)
• Managed customer service operations, with a focus on providing excellent customer service.
• Provided technical assistance to customers and troubleshooted technical issues.
• Created and maintained policies and procedures to ensure effective customer service.
• Customer Service Representative, XYZ Company, Anytown, USA (2003-2006)
• Provided customer support and resolved customer complaints in a timely manner.
• Handled customer inquiries, requests, and orders.
• Maintained customer satisfaction and loyalty.
• Bachelor of Science in Computer Science, Anytown University, Anytown, USA (1999-2003)
• Associate of Science in Information Technology, Anytown Community College, Anytown, USA (1997-1999)
• Excellent customer service skills
• Excellent problem-solving and troubleshooting skills
• Strong knowledge of computer hardware and software
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team

Certifications

• Certified Service Desk Manager (CSDM)
• Certified Technical Support Professional (CTSP)
• English (fluent)
• Spanish (conversational)

Resume tips for Service Desk Manager

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 Service Desk Manager resume tips. We collected the best tips from seasoned Service Desk Manager - 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 experience and technical knowledge.
• Make sure to include keywords related to Service Desk management.
• Clearly demonstrate your problem-solving and decision-making skills.
• Use metrics to demonstrate your accomplishments.
• Include any certifications related to Service Desk management.

Service Desk Manager Resume Summary Examples

A Service Desk Manager resume summary or resume objective is a great way to make sure that potential employers get a good idea of who you are and what you have to offer. It is important to include a summary or objective because it provides employers with a snapshot of your qualifications, experience, and skills. Furthermore, it can help employers decide whether you are a good fit for the job. A resume summary or objective should be tailored to the position you are applying for and provide a brief overview of your professional background. Additionally, it should touch on your qualifications and experience that make you the best candidate for the job. For Example:

• Service Desk Manager with 5+ years of experience leading IT teams to success. Proven record of delivering high-quality customer service, resolving technical issues, and developing IT strategies.
• Service Desk Manager with 10+ years of experience managing technical teams. Skilled in resolving customer issues, developing innovative IT solutions, and providing outstanding customer service.
• Highly experienced Service Desk Manager with a track record of success in leading customer service and IT teams. Skilled in problem-solving, implementing IT strategies, and delivering effective customer service.
• Seasoned Service Desk Manager with 8+ years of experience leading IT and customer service teams. Adept at providing technical assistance, resolving customer inquiries, and developing innovative IT solutions.
• Results-driven Service Desk Manager with 7+ years of experience in leading IT and customer service teams. Skilled in problem-solving, delivering superior customer service, and developing effective IT strategies.

Build a Strong Experience Section for Your Service Desk Manager Resume

A strong experience section for a service desk manager resume is important because it showcases your professional achievements, professional development, and any customer service or technical skills you have acquired. It also provides prospective employers with a glimpse into your work history, which may be the deciding factor when it comes to whether or not they offer you the job. By highlighting your experience, you demonstrate your ability to perform the duties of a service desk manager. This section should also include any awards or recognition you have earned throughout your career. Finally, it should demonstrate the impact you have had on the organizations you have worked with, such as customer satisfaction ratings or cost savings. For Example:

• Managed a team of 10 service desk agents and developed a customer service framework to ensure customer satisfaction.
• Successfully handled escalations and implemented solutions to improve workflow and customer experience.
• Provided technical support to end users, including troubleshooting hardware and software issues.
• Developed service desk training program to enhance customer service skills of the team.
• Implemented ITIL processes and best practices to ensure quality service.
• Monitored service desk performance and provided feedback to improve efficiency.
• Created monthly reports to track service desk performance and customer satisfaction.
• Analyzed customer feedback and implemented strategies to improve customer experience.
• Led the development of new service desk procedures and policies to ensure compliance.
• Coordinated with other departments to resolve customer issues in a timely manner.

Service Desk Manager resume education example

The Education requirements for a Service Desk Manager vary depending on the company, but typically include a Bachelor's degree in Computer Science, Information Technology, or a related field. In addition to the educational requirements, employers may also look for certification related to customer service, IT support, and project management. Strong experience in customer service, IT operations, and project management are also critical for this role. Here is an example of an experience listing suitable for a Service Desk Manager resume:

• Bachelor of Science in Information Technology, University of California, Los Angeles, CA (2017)
• Associate of Applied Science in Computer Networking, Santa Monica College, Santa Monica, CA (2015)
• ITIL Foundation Certification (2019)
• Microsoft Certified Solutions Expert (MCSE) (2018)
• CompTIA A+ Certification (2016)

Service Desk Manager Skills for a Resume

It is important to add skills to a Service Desk Manager Resume in order to demonstrate your qualifications and experience for the position. Skills should be tailored to the specific job you are applying for, highlighting your abilities in areas such as customer service, technical support, problem solving, and communication. Examples of these skills could include problem diagnosis and resolution, process and workflow optimization, troubleshooting, and software and hardware support. By including these skills, you are showing the employer that you have the necessary knowledge and experience to be an effective Service Desk Manager. Soft Skills:

• Communication
• Organizational
• Problem Solving
• Time Management
• Decision Making
• Conflict Resolution
• Customer Service
• Interpersonal Skills
• Troubleshooting
• Organizational Skills
• Communication Skills
• Technical Knowledge
• Data Analysis

Common Mistakes to Avoid When Writing a Service Desk Manager 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 Service Desk Manager resume

• Strong knowledge of IT service management principles and practices
• Proficiency in a variety of ticketing systems
• Experience in incident and problem management
• Familiarity with ITIL and ITSM processes
• Ability to troubleshoot hardware and software issues
• Ability to prioritize tasks and meet deadlines
• Familiarity with network troubleshooting and configuration
• Proven track record of solving customer issues and providing solutions

Help Desk Supervisor Resume Samples

The Help Desk Supervisor manages the front desk team and activities. The major roles and responsibilities listed on the Help Desk Supervisor Resume include all these tasks – managing the help desk team and evaluating performance , ensuring customer services are delivered in a timely and accurate basis, recruiting and training help desk representatives and technicians; following up with customers to identify areas of improvement, handling escalated issues , setting specific customer service standards, and providing customer feedback to appropriate teams.

Apart from proven work experience, job applicants are expected to depict these skills on their resumes – hands-on experience with help desk operations and procedures, supervisory skills, solid technical background with an ability to deal with the non-technical audience, and team management skills. A degree in Computer Engineering or Information Technology with years of experience is the common qualification seen on most of the resumes.

• Resume Samples
• Administrative
• Help Desk Supervisor

Help Desk Supervisor Resume

Headline : Accomplished IT professional with demonstrated success implementing strategic technological solutions that improve business functionality and eliminate obstacles Operating Systems.

Skills : Microsoft Access, Microsoft Visio, Microsoft Project, Adobe Dreamweaver, WordPress.

Description :

• Provided a high level of technical expertise in hardware and software to support the department's 5000 users as well as mentor the DHR Help Desk personnel.
• Tested and evaluated new hardware and software in order to maintain knowledge and skills to better provide exceptional support and guidance.
• Tracked all calls using CA Unicenter Service Desk and Dashboard to ensure they were done in an expeditious manner.
• Performed all necessary personnel-related activities for five employees including interviewing prospective employees, determining qualifications and strengths, writing and conducting performance appraisals, timekeeping, employee counseling/discipline, and team building.
• Followed state and departmental policies and procedures so that all administrative tasks were complete, all approved positions were filled within the allotted time frame, all direct reports were fully aware of performance expectations and appraisal scores were justified with reasonable examples of performance.
• Designed and implemented metric reports for the DHR Help Desk.
• Helped to track and monitor the time required to complete phone and email requests received by the Help Desk as a whole and per each analyst by referencing information from each incident reported through the Unicenter Service Desk program.

Sr. Help Desk Supervisor Resume

Summary : High-performing innovative leader and manager with over 4 years' experience in Help Desk operations and technical support with a passion for customer service satisfaction.

Skills : Management, Customer Service, Data Entry, Logistics, Computer Savvy, Communication.

• Worked with CIO to establish and enforce Help Desk SLA's in consultation with end users to establish problem resolution expectations and time frames.
• Analyzed performance of Help Desk activities and documented resolutions, identified problem areas, and devised and delivered solutions to enhance quality of service and to prevent future problems.
• Managed the processing of incoming calls to the Help Desk via telephone, email, and ticketing system to ensure courteous, timely, and effective resolution of end user issues.
• Tracked and analyzed trends in Help Desk requests and generated statistical reports.
• Worked with the CIO to identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Coordinated and performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications Oversaw development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Oversaw the development, implementation, and administration of help desk staff training procedures and policies.
• Attended training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies.

Lead Help Desk Supervisor Resume

Summary : Oversees Integrated Shipboard Network System (ISNS) supporting over 1200 users, 758 workstations, 15 switching devices, 20 severs Naval Tactical Command Support System (NTCSS) and Sole System Administrator for a Multi-national/NATO allied system known as CENTRIX.

Skills : Trained in different fields of tourism and catering.

• Assembled and managed an in-house Help Desk servicing 1500 clients in 5 U.S.
• Liaison between Network Infrastructure Team and Help Desk, all levels.
• Developed training, new hire and mentoring programs and all related procedures.
• Implemented call tracking and knowledgebase system, TrackIT.
• Responsible for scheduling, updating, and training the entire team for all helpdesk related functions.
• Attended management meetings and delegated assigned tasks accordingly.
• Analyzed performance trends, forecasted resource requirements and implemented corrective action as needed.

Help Desk Supervisor/Technician Resume

Summary : To serve in a position that provides challenge, and facilitates professional development to others and clear focus on improving the quality of service for the customer and the community.

Skills : MCP, MCDST, SCA.

• Actively lead desktop support and network administrators in assisting over 1000 internal clients to resolve tier one and two technical issues and technology consultation while delivering exceptional customer service.
• Assisted in the Project Planning and Project Management of migrating users from Lotus Notes email environment to an Exchange/Outlook email environment.
• Created Project Plan and managed the deployment of Windows 7 upgrade and PC refresh by anticipating problems, assessing risks, and communicating to end-users to assure project quality and timeliness.
• Managed the creation of a new imaging process to improve PC preparation and deployment time.
• Implemented a Wasp hardware asset database and tagging system to improve the ability to plan for staffing changes and maintain the necessary tracking of hardware assets throughout the organization.
• Maintain Customer Service and Quality Control standards by utilizing coaching opportunities and keeping an open line of communication with the Help Desk Team.
• Perform network administration duties to simplify, maintain, and secure the computing environment.

Help Desk Supervisor/Representative Resume

Summary : Proven leader with over twelve years of experience in information security, enterprise networks, and defense information systems. Highly adaptable and dedicated to continual professional self-development.

Skills : Cash handling, Data entry, Analyzing Information, Results Driven, familiarized with MS Office.

• Oversee Help Desk operational functions and objectives.
• Provided Supervisory responsibility for 5 employees to include Pay for Performance evaluation reviews and goal preparation for the day to day operations.
• Oversee cases in the Clarify system to ensure a timely completion of problem cases.
• Acted as liaison between the IT Department and City departments to complete any analysis projects, hardware/software problems and to provide a one-stop resource for all City Departments.
• Aided in the ongoing analysis of the Inventory and Software projects which will allow accurate hardware and software records for the new department billing system.
• Provided several training sessions for the Help Desk staff and attended seminars on Team Building and Coaching.
• Responsible for the supervision of all Product Support Specialists, as well as providing senior technical support to all team members.

IT Help Desk Supervisor Resume

Summary : An enthusiastic, goal oriented, individual with excellent people skills, and possess the ability to delegate and follow through. Promoting attributes and overcoming barriers to achieve the maximum accomplishment for the benefit of all.

Skills : Networking, What's Up Gold, Server 2012, Microsoft Exchange 2010, Watch guard Firewalls XTM 810.

• Responsible for Supervision of Desktop staff of 5 which included the approval of timesheet records, assignment, and delegation of tickets that come into Desktop queue.
• Assignment and prioritization of tickets were critical to the service of our customers.
• Constantly provided detailed reports to the Manager and Chief Administration Officer.
• This was important as in one instance, in particular, we saw an increase in password resets.
• This prompted the purchase of an integrated Active Directory solution that provided the ability of end-users to reset their own password so that the staff could concentrate on more pressing issues.
• Helped to develop a standardization of Clerk's Office end-user computers that includes the on-going maintenance of all desktops, printers, scanners and any and all IT equipment.
• Worked closely with Departmental Supervisors to meet technology needs.

Help Desk Supervisor/Support Resume

Objective : Seeking a challenging position with a company emphasizing professional growth and advancement. Help Desk Supervisor is responsible for supporting the Help Desk team. 

Skills : Administrative, Help Desk Technician.

• Provide direction, support, technical assistance, customer service and quality assurance in the administration of user desktop environment and help desk daily operations.
• Responsible for the timely processing of Doral Help Desk trouble ticket requests, prompt resolution and quality of service assurance.
• Supervise, coordinate and train staff members in methods and procedures as required Maintains the asset records and license compliance of all users desktop and laptop hardware and software.
• Responsible for the daily monitoring of established critical applications.
• Prepare statistical reports concerning help desk activities for both staff and management.
• Prepare and maintain the necessary documentation for technical support and help desk requirements.
• Managed a team of 3 help desk techs providing support to a mobile fleet of employee laptops and site support for desktops for 250 employees over 8 sites throughout the Southeast.
• Handled calls from 7 am to 7 pm for Monday through Friday using Blue Ocean's Track-It software.

Help Desk Supervisor/Coordinator Resume

Summary : Offering 5 years of successful support experience in the Mobile Device Management field. Solid hands-on experience with sever MDM technologies such as MobileIron, Airwatch and MaaS360.

Skills : IT Help Desk, MS Office.

• Interviewed prospective employees to determine if their technical and customer service skills are a match for the departments needs.
• Purchased equipment for the company that not only allows staying in budget but also fulfills all needs of the users.
• Conferred with all department heads and branch offices to make sure all IT needs were met to their satisfaction.
• Reviewed daily activity reports of the help desk to determine trends to better utilize our resources and to lower our cost per incident.
• Worked with the Network Administrator in the administration and maintenance of all development and production servers.
• These servers included; Domain Controllers, Exchange Servers, Kaspersky Antivirus Servers and the Barracuda Anti-Spam appliance.
• Acted with Human Resources to keep our Active Directory and Global Address list current by deactivating terminated employee accounts and creating accounts for new hires.
• Built computers for new employees and made sure they were properly configured for the end-user.

Help Desk Supervisor/Executive Resume

Headline : Organized and very passionate about volunteering. Able to establish schedules, train volunteers, and meet challenges head on. Strength in interpersonal skills and customer service skills. Excellent at juggling multiple tasks and working under pressure.

Skills : MS Office, MS Excel.

• Provided first level IT support to approximately 74 sites, local and nationwide, to include Guam, Hawaii, and Alaska.
• Responsible for the setup and maintenance (hardware and software) of personal computers at all locations.
• Proficient at problem solving and troubleshooting a wide range of user issues for desktops, printers, dot matrix printers, HP copiers, network issues, IP phone issues, and a variety of programs and websites.
• Accountable for setting up user accounts and removing accounts after termination in Microsoft Exchange Console and Active Directory.
• Attend to details while setting up user accounts in a multitude of in-house software for the moving industry.
• Responsible for maintaining inventory within KACE system for all IT equipment.
• Supervised the Help Desk Technician and manage all help desk tasks.

Help Desk Supervisor/Specialist Resume

Headline : Seeking an Information Technologies position in the Defense Industry or private sector, where expertise in networking, hardware and software help desk support will be both utilized and expanded upon while offering opportunities for growth and advancement.

Skills : Front Desk Associate, IT Support.

• Managed a team of support personnel responsible for troubleshooting all IT issues on a forward deployed military base in Afghanistan.
• Implemented trouble ticket policies and procedures pertaining to the reception, identification, documentation, distribution and corrective action of client system problems.
• Responded to incidents IAW established metrics found in applicable DoD and Army regulations, Technical Authorities, and Service Level Agreements.
• Evaluated new IT products or services and suggested changes to existing products or services to better aide the customer and end user.
• Ensured team members and support personnel were familiar with a wide range of the standard IT concepts, techniques, practices, and procedures.
• Utilized extensive experience, judgment and technical acumen to plan and accomplish goals.
• Managed the daily activities of the Help Desk function, to include training, coaching, organizing, planning, and staffing operations.

Help Desk Supervisor/Analyst Resume

Headline : Proven track record of developing and implementing systems that improve operational efficiency. Demonstrated ability to create strong working relationships with colleagues and vendors, create effective training programs, and expertly control inventory.

Skills : Help Desk Support.

• Managed an inventory of 290 units and associated ancillary devices supporting the entire US Mission Hanoi staff.
• Provided accountability and logistic support to maintain all on-site equipment as well as consumable, repair, and replacement items.
• Developing and maintaining cost estimates and logistic support for the acquisition of new equipment, site preparation, systems installation, personnel training, and development programs.
• Maintained and stocked the IT department storeroom procuring items using ILMS and Ariba.
• Scheduled and monitored the work of several locally employed technicians on installation, maintenance, and repair of work stations.
• Provided customer service and support mission wide responding to service calls, maintaining user accounts, answering customer queries and providing training on programs and systems.
• Provided support to our constituent post in Ho Chi Minh City.

Summary : A personal, patient, and empathetic approach to technical support has allowed to foster and maintain positive relationships with the employees. Dedicated to empowering the end-user for long lasting success.

Skills : Administrative, Office Admin.

• Providing leadership, management, and guidance to Help Desk staff to ensure call service and call quality goals are met on a daily basis.
• Preparing and managing the Help Desk schedule to meet the operations requirements.
• Handle requests for time off, for shift changes, assign vacations, personal leave and generate a report for the Human Resources department through People Soft Application.
• Assist in interviewing and scheduling new hires for training.
• Ensure all customer's questions are answered and issues resolved.
• Managed workflow on the Help Desk Department between incoming calls, support functions, and special projects.
• Receiving incoming calls from store managers reporting technical issues of the POS (Point Of Sale) system in over 105 stores.
• Troubleshooting and resolve any technical issues using the computer system through application and MS Office.

Table of Contents

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Top 17 Service Desk Manager Resume Objective Examples

Updated July 20, 2023 14 min read

A resume objective for a service desk manager position is a brief statement that outlines your career goals and explains why you are the best candidate for the job. It should capture the employer's attention and explain how your skills, qualifications, and experience make you an ideal fit for the role. To write a successful resume objective, focus on your unique qualities and include specific details about the position. For example, "I am an experienced IT professional seeking to leverage my strong technical background and customer service skills as Service Desk Manager at ABC Company." Additionally, include measurable accomplishments that demonstrate your ability to lead successful projects or teams. For instance, "I bring 5+ years of experience managing IT helpdesk teams in high-pressure environments with proven success in improving team efficiency by 15% within 6 months."

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Top 17 Service Desk Manager Resume Objective Samples

• To leverage my extensive experience in service desk management to provide excellent customer service and technical support.
• To utilize my strong organizational, problem-solving, and communication skills to ensure efficient operations of the service desk.
• To apply my knowledge of ITIL best practices and IT Service Management (ITSM) principles to enhance the quality of services provided by the service desk.
• To develop and implement strategies for improving customer satisfaction with the service desk.
• To manage a team of service desk professionals to ensure that all requests are handled in a timely manner.
• To lead the development and implementation of policies, procedures, and processes related to the service desk.
• To coordinate with other departments to ensure that all requests are addressed efficiently and effectively.
• To monitor performance metrics related to the service desk and take corrective action when necessary.
• To foster an environment of collaboration between customers and staff members at the service desk.
• To provide training on new technologies, systems, and software applications as needed by staff members at the service desk.
• To identify areas for improvement within the existing service delivery model at the service desk.
• To analyze customer feedback data in order to improve services provided by the service desk.
• To develop innovative solutions for resolving customer issues quickly and efficiently at the service desk.
• To maintain up-to-date documentation regarding all activities performed by staff members at the service desk.
• To create reports on performance metrics related to customer satisfaction with services provided by the service desk.
• To establish relationships with vendors in order to obtain better pricing for products used by staff members at the service desk.
• To ensure compliance with industry standards related to security, privacy, and data protection at the service desk

How to Write a Service Desk Manager Resume Objective

Writing a resume objective as a Service Desk Manager is an important step in the job search process. A well-crafted resume objective can help you stand out from other applicants and give potential employers an idea of what you are capable of achieving. It should also demonstrate your knowledge and skills related to the position, as well as your enthusiasm for the role. Here are some tips on how to write a compelling resume objective for a Service Desk Manager.

First, think about what makes you unique and why you would be an asset to the organization. Consider your past experience, education and training, accomplishments, and any other qualifications that set you apart from other candidates. Use this information to create an engaging introduction that will draw attention to your resume. Your objective should also reflect your understanding of the core duties associated with the position, such as providing technical support, managing service requests, developing processes and procedures, and monitoring customer satisfaction levels.

Next, focus on key words that employers may be looking for in a Service Desk Manager’s resume objective. For example, emphasize qualities such as leadership skills, problem-solving abilities, customer service expertise, organizational capabilities, and technical aptitude. These keywords will help recruiters quickly identify that you possess the required qualifications for the job.

In addition to using key words in your objective statement, make sure it is concise yet comprehensive enough to effectively communicate all relevant information about yourself in just one or two sentences. Avoid vague statements or clichés; instead use specific examples of how you have excelled in similar roles or achieved measurable results in past positions. This will help employers understand why they should consider hiring you over other candidates vying for the same position.

Finally, ensure that your resume objective is tailored specifically to each job opportunity you apply for by highlighting relevant experiences or qualifications related to that particular role. Doing so will showcase your interest in the company and demonstrate that you understand what they need from their Service Desk Manager hiree.

By following these tips on how to write a compelling resume objective as a Service Desk Manager, you can increase your chances of standing out among other applicants and getting noticed by potential employers during the recruitment process!

Related : What does a Service Desk Manager do?

Key Skills to Highlight in Your Service Desk Manager Resume Objective

As a Service Desk Manager, your resume objective should not only highlight your career goals but also showcase the key skills that make you an ideal candidate for the role. These skills are what potential employers look for when deciding who to hire. They are indicators of your ability to effectively manage a service desk and ensure customer satisfaction. In this section, we will discuss the essential skills that should be emphasized in your Service Desk Manager resume objective to increase your chances of landing the job.

1. ITIL Framework

The ITIL (Information Technology Infrastructure Library) Framework is essential for a Service Desk Manager as it provides a set of detailed practices for IT service management that focuses on aligning IT services with the needs of the business. This skill is needed for a resume objective to demonstrate the ability to effectively manage and streamline service desk operations, improve customer service, and ensure that all IT services are delivered in accordance with established guidelines and best practices. It also shows potential employers that the candidate has a solid understanding of how to strategically align IT infrastructure with business objectives.

2. Zendesk Proficiency

A Service Desk Manager is responsible for managing a team that provides support and assistance to customers or users. Zendesk proficiency is an important skill for this job role because Zendesk is a popular customer service software and support ticketing system. Having proficiency in this tool allows the manager to efficiently handle customer queries, track customer interactions, manage workflows, generate performance reports, and train their team on using the platform. This can lead to improved customer satisfaction, streamlined operations, and enhanced team performance - all of which are key objectives for a Service Desk Manager.

3. JIRA Expertise

A Service Desk Manager is responsible for overseeing all service desk activities and ensuring that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests. JIRA expertise is a crucial skill for this role as it is a popular project management tool used widely in many industries. It helps in tracking issues, assigning tasks, managing projects and workflows efficiently. Having this skill can greatly improve a Service Desk Manager's ability to manage their team's workload, track progress on tasks, and ensure timely resolution of issues. Therefore, mentioning JIRA expertise in a resume objective can demonstrate a candidate's proficiency in using essential tools for effective service desk management.

4. ServiceNow Knowledge

ServiceNow is a leading cloud-based software platform that provides IT service management (ITSM). As a Service Desk Manager, having knowledge of ServiceNow is crucial as it allows for effective management of service desk operations. This includes tracking and managing incidents, facilitating communication between IT departments, automating routine tasks, and generating detailed reports. Therefore, this skill can help improve efficiency and productivity in managing the service desk, which can be a strong point in a resume objective for potential employers.

5. SLA Management

Service Level Agreement (SLA) Management is a crucial skill for a Service Desk Manager as it involves overseeing the delivery of services and ensuring they meet the agreed-upon standards and expectations. This skill is important to include in a resume objective because it demonstrates the candidate's ability to manage, monitor, and maintain high-quality service levels, which is essential for customer satisfaction and retention. It also shows their capability to negotiate and establish agreements, handle issues efficiently, and work towards continuous service improvement.

6. Incident Response

A Service Desk Manager is often the first point of contact in the event of system or service disruptions. Having skills in Incident Response means they can effectively manage and mitigate these issues, minimizing downtime and ensuring business continuity. This skill is crucial for a resume objective as it demonstrates the candidate's ability to handle crisis situations, make quick decisions, and lead a team towards resolution, all of which are key responsibilities in this role.

7. Problem Solving

A Service Desk Manager often faces various technical and non-technical issues that require immediate resolution to ensure smooth operations. Problem-solving skills are essential to identify, analyze, and effectively solve these issues. This skill is also crucial in implementing strategic solutions to prevent recurring problems. Including problem-solving skills in a resume objective demonstrates the candidate's ability to handle challenges and improve service desk operations, enhancing their appeal to potential employers.

8. Team Leadership

A Service Desk Manager is responsible for overseeing a team of service desk or customer support representatives. The role requires strong team leadership skills to ensure that the team performs at its best, meets their goals, and provides excellent customer service. This skill is crucial in managing, motivating, and developing the team for better performance. It also helps in making strategic decisions related to resource allocation, task delegation, conflict resolution and performance evaluation. Hence, mentioning this skill in a resume objective can demonstrate potential value to employers by highlighting abilities in leading teams effectively and improving overall operational efficiency.

9. KPI Tracking

A Service Desk Manager needs the skill of KPI (Key Performance Indicator) tracking to effectively monitor, analyze, and improve the performance of their team. This skill is crucial for a resume objective as it demonstrates the candidate's ability to measure success, identify areas for improvement, and implement strategies to achieve service desk objectives. It shows potential employers that the candidate can ensure high-quality customer service by keeping track of important metrics and making necessary adjustments in operations.

10. Customer Satisfaction

A Service Desk Manager is often the first point of contact for customers experiencing issues with products or services. Therefore, having a skill in customer satisfaction is crucial as it demonstrates the ability to handle and resolve customer issues effectively, ensuring they have a positive experience. This can lead to increased customer loyalty and repeat business. In a resume objective, this skill shows potential employers that the candidate prioritizes customer needs and can contribute to maintaining a strong company reputation.

In conclusion, the objective section of your Service Desk Manager resume is a crucial element that can set you apart from other candidates. It's important to strategically highlight key skills that align with the job description and showcase your ability to excel in this role. Remember, your objective should not only communicate what you can bring to the table but also reflect your career goals and passion for the industry. Crafting a compelling and tailored objective can significantly increase your chances of landing an interview and ultimately securing the desired position.

Related : Service Desk Manager Skills: Definition and Examples

Common Mistakes When Writing a Service Desk Manager Resume Objective

Writing a resume objective as a service desk manager can be tricky. It’s important to make sure that your objective is clear and concise while providing an accurate reflection of who you are and what you bring to the table. Unfortunately, there are several common mistakes that people make when writing their resume objectives.

One of the most common mistakes is not tailoring your objective to the specific position you are applying for. Your resume should be tailored to each job, highlighting skills and experiences that will help you excel in that particular role. If you don’t do this, your resume may be overlooked by recruiters or hiring managers as it won’t stand out from other applicants.

Another mistake is including too much information in your objective statement. An effective resume objective should be no longer than two sentences in length, so try to keep it brief and concise. This will ensure that the most important points about yourself come across without overwhelming readers with too much information at once.

Finally, avoid using generic phrases or clichés in your objective statement such as “hardworking individual looking for a challenging opportunity” or “seeking an opportunity to utilize my skills and experience”. These phrases don’t tell employers anything specific about yourself or why they should hire you over another applicant. Instead, focus on how your unique skillset can benefit the employer if they choose to hire you for the role of service desk manager.

Overall, writing an effective resume objective takes some time and effort but it can make all the difference when it comes to getting hired for a job as a service desk manager. By avoiding these common mistakes, you can ensure that your resume stands out from other applicants and increases your chances of landing an interview!

Related : Service Desk Manager Resume Examples

A right resume objective for a Service Desk Manager might be to strive to create an efficient and reliable IT service desk, while a wrong one would be to gain personal recognition through exceptional customer service.

Editorial staff

Brenna Goyette

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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Help Desk Supervisor Resume Sample

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Work Experience

• Determine root cause of issues and communicate appropriately to internal and external customers
• Provide department direction consistent with LISI Aerospace’s vision and strategies, and department goals and objectives
• Strong customer service skills, including ability to resolve conflict
• Rapidly assess customer needs and issues, respond with solution where possible, and refer to appropriate technical team for resolution
• Intermediate experience with Windows and Mac operating systems and standard applications in Microsoft Office
• General hardware and software troubleshooting knowledge
• Remain calm during times of increased activity in the department
• Commitment to work with other I&TS team members to support customers
• Responsible for effective personnel management, development and mentorship of team members
• Aid the Delivery Manager to effectively manage resources to ensure that operational costs are in line with revenue and profitability
• Monitor networks to ensure security and availability
• Maintain integrity of network, servers and security
• Assist with design and deployment of networks and upgrades
• Maintain servers such as Windows file servers, Domain controllers, VPN gateways, intrusion detection systems and back appliances
• Serve in on-call rotation with other IT team on evenings and weekends as needed
• Administer virtual and physical servers, routers, switches, firewalls, software deployment, security updates and patches
• Oversee and direct Help Desk Technicians
• Train Technicians and assist with advance resolutions
• Maintain setup and ongoing operations of Help Desk software (Samanage currently)
• Assure Help Desk standards and SLAs are maintained and consistently achieved
• Ensure delivery of quality customer service through performing ticket audits and providing feedback to the Technicians

Professional Skills

• Demonstrate strong analytical and problem-solving skills with a close attention to detail
• Excellent writing and image editing skill; strong attention to detail
• Demonstrated written and oral communication skills. Adept at conducting research into project-related issues and products
• Work well in a team-oriented, collaborative environment, utilizing strong customer service skills and a calm demeanor
• Independent analysis and strong problem solving skills
• Utilize excellent verbal, written, and interpersonal communication skills
• HelpDesk qualified with supervisory skills/technical leadership experience

How to write Help Desk Supervisor Resume

Help Desk Supervisor role is responsible for customer, leadership, research, training, microsoft, telephone, mainframe, mac, security, shipping. To write great resume for help desk supervisor job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Help Desk Supervisor Resume

The section contact information is important in your help desk supervisor 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 Supervisor Resume

The section work experience is an essential part of your help desk supervisor 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 supervisor 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 supervisor position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Help Desk Supervisor resume experience can include:

• Train and develop Help Desk Technicians on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested
• Manage the daily operations of the Help Desk by holding the Technicians accountable to schedule adherence, queue management, and Help Desk policies and procedures
• Proven leadership skills to manage help desk staff effectively
• Strong leadership skills and motivational skills are required
• Presents a professional appearance and exhibits excellent interpersonal skills with internal and external clients
• Experience using and administering help desk ticketing system with a proven understanding of industry best practices

Education on a Help Desk Supervisor Resume

Make sure to make education a priority on your help desk supervisor 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 supervisor 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 Supervisor Resume

When listing skills on your help desk supervisor 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 supervisor skills:

• Effectively resolve escalations and have excellent customer communication skills
• Good computer skills; especially working knowledge of Microsoft Office programs (Excel, Word, Project, Outlook)
• Good organization skills and process-oriented approach
• Assist in determining staffing and skills requirements
• Prior experience working with Center for Medicaid Medicare Service
• Effectively participate in training sessions, presentations, and meetings

List of Typical Experience For a Help Desk Supervisor Resume

Experience for it help desk supervisor resume.

• Work with staff with varying levels of technical experience
• A+ Certification required and/or equivalent combination of relevant education and/or experience
• Experience LAN/WAN technology, and TCP/IP
• Keep Management and 45th SCS Leadership informed of High Priority tickets
• Provides excellent customer service and practices total contact ownership from acknowledgement to closure
• Help Desk experience in an enterprise environment
• Excellent sense of urgency, attention to detail and the ability to triage incidents, problems, tasks, and projects quickly

Experience For Enterprise IT Help Desk Supervisor Resume

• Managing assigned projects which include gathering requirements, location walkthroughs, creating rollout plans, researching technology, setting timelines
• Influencing, motivating and guiding a team’s Continuous Improvement mindset
• Scheduling work assignments and supervising personnel
• Planning and managing projects and processes
• Working knowledge of networking and communications protocols, MS Windows 7-10 MS Office
• Tasking of help desk special projects
• Coaching IT Help Desk Level I, Level II, Level III and Shiftleader Technicians
• Working extensively with Outlook and other MS Office products
• Working knowledge of all Microsoft Office applications and Adobe Acrobat 9 Pro

Experience For Help Desk Supervisor, Osss Resume

• Representing the IT Service Desk in team meetings
• Responding to customer requests and incidents in a timely and professional manner, being the first escalation point for Lindner faculty, staff and students
• Gathering and analyzing metrics from ServiceNow to benchmark the service desk workload/performance and identify trends
• Using SCCM to push out operating system and other updates to clients in our 95% Windows environment
• Imaging PCs using SCCM and PXE boot

Experience For Exam Processing / Help Desk Supervisor Resume

• Managing the hot swap PC stock to enable speedy replacement of faulty equipment
• Supervises two or more employees; responsible for hiring, coaching, training, disciplining, and developing subordinate staff
• Responsible for the hiring activities and fulfilling affirmative action obligations and ensuring compliance with the equal employment opportunity policy
• Plan, propose, and implement new techniques for addressing staff scheduling, performance monitoring and evaluation, and staff retention activities
• A working understanding of Microsoft workstation operating systems
• A working understanding of Microsoft server operating systems
• Manages desktop, laptop and peripheral deployment, including imaging processes and coordination with vendors on any imaging requirements

Experience For Credit Union Help Desk Supervisor Resume

• Works independently, adapts to specific situations, resolves problems and deviations according to established practices or using independent judgement
• Run a Weekly Operations meeting to review Help Desk metrics, upcoming events, and issues presented by your team
• Monitors Team Leads/CSR’s for quality and training purposes during down times
• Develop a training plan and execute training sessions for knowledge management and continual growth
• Create and manage Service Desk schedule; including occasionally filling in while a team member is out
• Perform all defined tasks associated with operating and controlling CN’s PTC Help Desk
• Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals
• A working understanding of the current Microsoft Office product suite (Excel, PowerPoint, Word, etc.)

Experience For Csis Help Desk Supervisor Resume

• A working understanding of Microsoft Active Directory
• A working understanding of Microsoft Exchange
• Manage all call center metrics and Help Desk tickets using ticketing software accurately
• Serves as backup to Manager as needed including but not limited to attending project meetings
• Availability to work on varying shifts (up to 12-hour day or evening shifts with occasional overtime)
• Acts as a career advisor for junior members and provides mentoring and coaching to all team members
• Forward thinker in ensuring Help Desk team has industry leading tools
• Performs team scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
• Maintain storage and equipment areas. Shipping & receiving computer equipment

Experience For Senior Help Desk Supervisor Resume

• Evaluates and recommends changes to operating procedures and processes as part of the ongoing assessment of daily operations
• Designs and implements ongoing training of user support personnel to ensure their proficiency meets standards for support of all information systems users
• Working and/or managing ADP Center with service desk support
• Basic understanding of networks, multiple operating systems, printers, and personal computers
• Respond to calls on urgent matters involving affected functional area activities including after business hours, and on weekends and holidays
• Provide budgeting and planning support for help desk operations
• Report writing abilities using software applications
• Monitor and report on metrics to ensure the team is performing at both individual and team levels

Experience For Enterprise Help Desk Supervisor Resume

• Identify process improvement initiatives based on findings in ticket audits, metric reporting, and trend analysis
• Provide feedback to assigned Help Desk direct reports and participate in annual goal setting and performance review process
• Create documentation and training material for processes
• Mean Time To Resolution/Ticket Aging
• Oversee and participate in new Help Desk analyst training
• Work with other technology teams including Site Support, Applications & Infrastructure teams
• Upervising a team of five or more
• Occasional travel required for customers, training, seminars, conferences, etc. (25% or less)
• Awareness and Reaction to Call Volume/Staffing/SLA’s

Experience For Help Desk Supervisor Resume

• Manages the daily operations of the Help Desk team including processes, coverage, and after hours support to end users
• Provides guidance for company-wide provisioning process
• Set and attend touchpoint meetings with stakeholders and partnering teams
• Attend project meetings and communicate upcoming changes to Help Desk leads for dissemination to all technicians
• Develop and report team metrics and KPI’s while working with shift leads to ensure goals are met
• Design and enforce ticket handling and escalation policies and procedures
• Perform regular quality checks of tickets and corresponding documentation
• Manage purchases and inventory of systems, peripherals, components and software for the ministry keeping in line with planned budgets
• Identify and facilitate training for technicians as needed
• Ensure staffing levels are appropriate and develop plans for periods of increased volume
• Conduct regular coaching sessions for continual performance improvement
• Departmental and Software Reporting
• Initial point of contact for support of computing, telephone, or network needs via customer walk-in, phone calls, voicemail, or email messages

List of Typical Skills For a Help Desk Supervisor Resume

Skills for it help desk supervisor resume.

• Excellent knowledge of Active directory and group policy skills
• Broad Customer Service skills
• Confident telephone manner and exceptional written and oral communication skills
• Competence in Microsoft Office Skills
• Expert level communication skills to include written, verbal, and listening
• Interpersonal skills to routinely interact with clients face-to-face and over the telephone
• Superior customer service/interpersonal skills (both oral & written)
• Superior multi-task and time management skills
• Producing accurate and effective records and reports for use in data reporting

Skills For Enterprise IT Help Desk Supervisor Resume

• Proven track record of identifying and interviewing qualified candidates and maintaining staff through continual guidance, feedback, and training
• Responsible for ensuring the team meets key performance indicator targets by creating and analyzing support team metrics for operational effectiveness
• Communicate successfully by telephone and email and with users, including telephone etiquette, courtesy, handling difficult callers, and writing skill
• Experience with technical training and leading workshops
• Experience working in a team oriented, outgoing, and approachable environment

Skills For Help Desk Supervisor, Osss Resume

• Lead the processing of incoming calls and chats to the Help Desk to ensure courteous, timely, and effective resolution of our customer’s issues
• Maintain effective communication with reporting/processing associates, other internal staff, management and other departments
• Customer Service experience analyzing and solving customer problems
• Experience composing and modifying documents within Microsoft Word
• Experience creating various training presentations within Microsoft PowerPoint

Skills For Exam Processing / Help Desk Supervisor Resume

• Provide Help Desk service staff with guidance and training based on experience handling progressively complex questions and situations
• Develop excellent working knowledge of operating platforms required to fulfill job responsibilities
• Previous experience creating policies/procedures within an IT Department
• Establish and maintain effective working relationships with Helpdesk Technicians, Network
• Establish and maintain effective working relationships with Help desk Technicians, Network

Skills For Credit Union Help Desk Supervisor Resume

• Experience with contract management, contract review, and account management (including RFPs, SOWs, MSA’s etc.)
• Experience in supervisory positions for monitoring centers and personnel management
• Experience with mobile device setup and troubleshooting
• Experience in higher education supporting students, faculty and staff
• Help Desk experience including 2 years of supervisory

Skills For Csis Help Desk Supervisor Resume

• Help Desk Supervisor can demonstrate growth by obtaining industry and vendor certifications
• Experience supervising Help Desk functions
• Experience understanding all client expectations and ability to execute at the highest level
• Create presentations/solutions with experience communicating to a variety of audiences
• Operate and support Windows 7, Windows 10, Microsoft Office Suite, Active Directory and Networking
• Experience with troubleshooting TCP/IT Protocol

Skills For Senior Help Desk Supervisor Resume

• Develop and demonstrate understanding of customer needs
• Ensure that the Service Desk is fully utilizing the knowledgebase and other resources to provide more effective and efficient service to users
• Hands on experience with leading in a Help Desk environment
• Experience tracking attendance and productivity within Microsoft Excel
• Maintain effective working relationship with program management and client sponsor
• Strong ability, desire, and enjoyment in working with others, both employees and customers, with cooperative, professional, and friendly attitude
• Oversee scheduling, prioritization and timely completion of Help Desk related activities and projects

Skills For Enterprise Help Desk Supervisor Resume

• Microsoft product support experience including Windows 10, Windows 7, Microsoft Office Suite
• Helpdesk experience; manage IT infrastructure, networks, operations, applications, security, and technical support
• Help Desk related experience
• 2+ of supervisory-related experience
• Experience in a supervisory role
• Experience in Help Desk or technical support

Skills For Help Desk Supervisor Resume

• Service Desk experience required
• IT experience in Windows, LINUX, and UNIX based infrastructure
• Experience in computer hardware and software support
• Experience with Google Apps and Adobe Creative Cloud products
• Systems and Network Administration experience
• Physical and virtual servicer technologies experience
• MS Office 2010-2016, Exchange/Office 365, Active Directory experience
• IFS or other ERP systems support experience
• Two (2) years' experience managing IT service request tickets and monitoring workload queues
• Two (2) years' experience in Call Center/Help Desk Supervisory/Management
• IT experience as PC Technician, Service Desk, Help Desk, or Desktop Support

List of Typical Responsibilities For a Help Desk Supervisor Resume

Responsibilities for it help desk supervisor resume.

• Strong customer-service orientation with excellent customer service skills
• Able to effectively communicate with peers and subordinates
• Coaches Corporate Help Desk staff in development of skill sets
• Help Desk experience in a supervisory role
• ITIL certification or equivalent combination of relevant education and/or experience
• Models, encourages and demonstrates service mentality behaviors

Responsibilities For Enterprise IT Help Desk Supervisor Resume

• Work experience in IT
• Responsible for ensuring the team meets key performance indicator targets to ensure operational effectiveness
• Prioritize workload and adapt to new processes and procedures in a fast paced operational environment
• Solid technical background with an ability to give instructions to technical and non-technical audiences
• Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence and Service Level Agreements
• Regularly monitors Help Desk and Account Administration work queues and drives priority and work completion
• Supervise Help Desk agents and monitor quality thru listening of conversations and ticket auditing. Ensure compliancy to processes

Responsibilities For Help Desk Supervisor, Osss Resume

• Maintains up to date knowledge of computer operating procedures and operating standards
• Assist customers in trouble­shooting computer and technology problems
• Enter detailed requests in the Help Desk ticket ­tracking system
• Prepare documentation for trouble­shooting applications for the Help Desk staff
• On boarding of new employees to the Help desk
• Monitors incoming calls for quality control purposes
• Monitors open work orders for aging and resolution
• An understanding of ServiceNow or similar ITIL based Help Desk platform
• Manage payroll, scheduling and Help Desk Budget

Responsibilities For Exam Processing / Help Desk Supervisor Resume

• Supervise Call Center staff, keeping them informed of corporate policies, procedures, and organizational structure
• Maintain communication with Support Center Manager keeping him/her informed of issues pertinent to the team
• Acts as lead technician and escalation point for problem resolution, providing guidance to members of the team
• Shows attention to detail and works independently and as a positive contributing member of a team
• Logs, tracks and resolves Service Requests, Change Requests and Incident and Problem tickets via the group’s ITSM platform – BMC Remedy
• Experience in an IT service desk environment providing technical support to a remote field based sales force via telephone, face to face and remote desktop/management tools
• Need for effective communication with individuals from varied backgrounds

Responsibilities For Credit Union Help Desk Supervisor Resume

• Coordinate McKesson Canada Automation’s phone system requirements and changes with McKesson IT department
• Development of new processes or procedures to accommodate changes in Business within the call center
• Create documentation for use by end users (help sheets, usage guides, FAQ’s, etc.)
• Analyze data or statistics to manage the Help Desk SLA’s
• Hire, train, schedule, and supervise 10-15 student workers
• Update System Status page as needed to notify campus of planned/unplanned system outages
• Provide education on software, policies, and issues to users
• Reset voicemail passwords for employees and students on request
• Collaborate with other support staff within I&TS to follow up on calls in the ticketing system to ensure problems are diagnosed and resolved in a timely fashion

Responsibilities For Csis Help Desk Supervisor Resume

• Provide appropriate referral to other designated departments or staff
• Maintain departmental student worker records, timesheet submittal, and associated databases
• Ensure availability and performance of CN’s PTC Help Desk. This includes the monitoring of alerts, consoles, error messages and calls from different business users (Train and yard crews)
• Report on important HD metrics, prepare plans for improvements where required
• Identify, diagnose and prioritize incidents such as PTC breaking events or failures. Identify and stay abreast of Business impact. Document incident and progress
• Assign responsibility for incident resolution to the right support team(s), including Signals & Communications technicians and diesel doctors. Coordinate and monitor progress and resolution
• Acting as a technical escalation point for Service Desk team members

Responsibilities For Senior Help Desk Supervisor Resume

• Communicate incident information, depending on the incident severity, to PTC Command Centre management
• Review of all necessary reporting to ensure operational, SLA and customer support targets are met
• Train existing and new hires on Duff & Phelps systems
• Takes ownership of support issues, engaging other internal / external expertise as required
• Escalate incidents, when required, to ensure timely resolution
• Prepare and communicate incident post-mortem reports and recommendations
• Monitor the ticket queue to ensure that client needs are met
• Report to the Service Desk manager on any issue that could significantly impact the business

Responsibilities For Enterprise Help Desk Supervisor Resume

• Ensure that all Customer and Service Desk staff are trained and provided with the appropriate documentation and information where needed
• Directs team to follow and comply with pre-established helpdesk policies, practices and procedures
• Applies advanced knowledge of call center processes and workforce management
• Watch for support trends and adjust processes accordingly and align with the business for continuous process improvements
• Monitor tickets for quality management and adherence with defined service level agreements

Responsibilities For Help Desk Supervisor Resume

• Manage and review performance of personnel. Manage team work schedules, conduct staff meetings, and maintain team process documentation
• Ensure team compliance with all policies, procedures and company regulations
• Serve as back­up support for help desk team during high call volume in the following areas: Remotely troubleshoot software and hardware issues, direct phone support, search team resources for approved solutions, timely documentation of all tickets with follow through to closure and user communication throughout the entire support process
• Oversees Help Desk operations
• Acts as initial point of escalation for Terracon users
• Escalates problems to the appropriate area, department, or person
• Follows up on escalated calls where appropriate
• Ensures all calls are entered into the Help Desk application
• Proficient in the use of the Help Desk software application
• Coordinates and schedules Corporate Help Desk staff hours
• Prepares Help Desk analysis reports as necessary
• Trains and coaches team members on best practices and analyzes staff performance
• Prepares and delivers annual performance reviews to Corporate Help Desk staff
• Works with Corporate Help Desk staff on interpersonal conflicts/relationships
• Sets goals for Corporate Help Desk staff

Related to Help Desk Supervisor Resume Samples

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Resume Worded   |  Resume Skills

Skill profile, service desk manager, improve your resume's success rate by using these service desk manager skills and keywords ..

• Hard Skills and Keywords for your Service Desk Manager Resume
• ATS Scan : Compare Your Resume To These Skills
• Sample Resume Templates
• How To Add Skills
• Service Desk Manager More Resume Templates

Resume Skills and Keywords from Related Jobs

Browse skills from similar jobs, frequently asked questions.

• 3. Effective Action Verbs for your Resume

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Looking for keywords for a specific job search for your job title here., © 2024 resume worded. all rights reserved., service desk manager resume keywords and skills (hard skills).

Here are the keywords and skills that appear most frequently on recent Service Desk Manager job postings. In other words, these are the most sought after skills by recruiters and hiring managers. Go to Sample Templates ↓ below to see how to include them on your resume. Remember that every job is different. Instead of including all keywords on your resume, identify those that are most relevant to the job you're applying to. Use the free Targeted Resume tool to help with this.

• Service Desk Management
• Active Directory
• IT Service Management
• Service Desk
• Troubleshooting
• Technical Support
•  Find out what your resume's missing
• IT Management
• Windows Server
• System Administration
• Information Technology
• ITIL Certified
• Vendor Management
• Disaster Recovery
• Incident Management
• Microsoft Exchange
• Network Administration
• Service Delivery
• Service-Level Agreements (SLA)
• Problem Management
• IT Operations
• Change Management
• Service Improvement
• Managed Services
• Major Incident Management

Resume Skills: IT Service Management

• Freshservice
• Jira Service Desk
•  Match your resume to these skills

Resume Skills: Programming

• Shell/Bash Scripting

Resume Skills: Networking

• Routers/Switches
• Firewall Configuration
• Network Security

Resume Skills: Frameworks & API

• Swagger/OpenAPI

Resume Skills: Operating Systems

• Windows Server 2010/2012/2016
• Linux (Ubuntu, CentOS )

Resume Skills: Technical Support

• Ticket Management
• Remote Access Tools

Resume Skills: Operational Platforms

• Microsoft Office Suite

Resume Skills: Technical

• Shell Scripting
• Operating Systems: Windows

Resume Skills: Software

• MS Office Suite
• Google Workspace

Resume Skills: Ticketing Systems

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Alternatively, you can also include a Skills section where you can list your technical skills in order of your proficiency. Only include these technical skills or keywords into your resume if you actually have experience with them.

   Does your resume contain all the right skills? Paste in your resume in the AI Resume Scan ↓ section below and get an instant score.

Compare Your Resume To These Service Desk Manager Skills (ATS Scan)

Paste your resume below and our AI will identify which keywords are missing from your resume from the list above (and what you need to include). Including the right keywords will help you get past Applicant Tracking Systems (i.e. resume screeners) which may scan your resume for keywords to see if you're a match for the job.

Sample Service Desk Manager Resume Examples: How To Include These Skills

Add keywords directly into your resume's work experiences , education or skills section , like we've shown in the examples below. use the examples below as inspiration..

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Only include these technical skills or keywords into your resume if you actually have experience with them.

How do I add skills to a Service Desk Manager resume?

Go through the Service Desk Manager posting you're applying to, and identify hard skills the company is looking for. For example, skills like IT Management, Active Directory and IT Service Management are possible skills. These are skills you should try to include on your resume.

Add other common skills from your industry - such as Troubleshooting, Service Desk Management and ITIL - into your resume if they're relevant.

Incorporate skills - like Major Incident Management, Problem Management and Microsoft Exchange - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

On Service Desk Manager resumes, you should give specific accomplishments that involve you training others, whether that's in your team or other stakeholders.

Hiring managers often want to see evidence of leadership and management on a Service Desk Manager resume, so try to include any examples of where you led a project or managed other people.

Try to add the exact job title, Service Desk Manager, somewhere into your resume to get past resume screeners. See the infographic for how to do this.

Word Cloud for Service Desk Manager Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Service Desk Manager job descriptions. The bigger the word, the more frequently it shows up on employer's job postings. If you have experience with these keywords, include them on your resume.

We also found variations and further specializations to your job title. Browse through the related job titles to find additional keywords that you can include into your resume.

Get your resume instantly checked, for free, upload your resume and we'll spot the issues in it before an actual service desk manager recruiter sees it. for free., service desk manager resume templates.

Here are examples of proven resumes in related jobs and industries, approved by experienced hiring managers. Use them as inspiration when you're writing your own resume. You can even download and edit the resume template in Google Docs.

Resume Example Customer Service Representative

An effective Description of the templates...

Download this resume template

When applying for a customer service role, it’s important to show the recruiter that you have the required skills and knowledge for the job. You should highlight work experience that is relevant for the role, like in the given resume, which includes three instances of past work experience in a customer service capacity. It’s okay if you don’t have over 8 years of experience in customer service -- you can also highlight your experience in your skills and in your education section.

Tips on why this template works

   strong action verbs and tangible results in customer support.

The first bullet of each section has a strong action verb accompanied by a measurable outcome, i.e. “exceeded sales target by 18%”, “achieved a 100% customer approval”, and “greeted 100+ daily guests”. These bullets clearly communicate that the applicant is not only well-versed in customer service, but that they can deliver results that are beneficial to the company. You should include as many numerical examples like these as you can, since hiring managers often skim resumes for such measures of proof.

   Education and skills related to customer support fields

Customer service representatives must have high EQ, be excellent at communication, and have superb problem solving skills. They must be carefully attuned to the needs of a potential customer, or even an unsatisfied one. Try to list out all the qualities you can think of that a good customer service representative would have and highlight them in your resume. For example, this applicant highlights a very important skill -- communication -- showing that they received an M.S. in Communications and a Minor in Public Speaking. They also highlight their skill in Customer Satisfaction. What other customer service skills can you see that they highlight?

Resume Example Customer Service Manager

When applying for a customer service manager role, keep in mind what differentiates a manager from a representative. A customer service manager must not only be adept at prioritizing customer satisfaction and needs, but also at strategizing and implementing operational improvements to ensure a smooth and painless customer journey. They should be confident in leadership roles and understand how to manage and motivate a team of customer service representatives. This resume highlights the applicant’s experience in exactly those areas.

   Leadership-oriented work experience, essential for customer service managers

Customer service managers aren’t simply managing customers -- they’re also managing a team of representatives and ensuring that they function like a well-oiled machine. If you’re applying for a customer service manager level role, it’s important to call attention to your capacity for leading such a team. This applicant does so in the bullet points of their work experience and also includes quantifiable metrics, noting that they enhanced team performance and increased team efficacy rate by 15%, with higher job satisfaction reported amongst staff.

   Detailed bullet points with measurable results, using metrics core to customer support

When applying to a senior level role such as this one, you should make sure to convey the impact of your contributions in your work experience. This applicant has numeric metrics in practically every line of their work experience, with detailed descriptions of their role and responsibilities in organizing, enhancing, or facilitating customer satisfaction (e.g. providing 7 innovative ideas, 3 of which are implemented and successful; organized meetings...with a 95% success rate on new client projects)

Resume Example Customer Service Supervisor

A customer service supervisor plays a key role in the smooth and successful execution of customer service operations. Typically, a customer service supervisor is one level lower than a customer service manager, and with experience may eventually be promoted to that role. Thus, this job often includes some budding responsibilities that you might expect from a manager, including recruiting, training, and general involvement in the ongoing development of the customer service team.

   Includes management skills, core to customer support teams

Because a customer service supervisor involves a sizable amount of management and supervisory responsibilities, you should call out experiences you’ve had in the workplace where you have utilized such skills. Try to think of times in the past where you’ve demonstrated admirable leadership qualities, whether it’s coaching staff, ensuring employee satisfaction, or juggling multiple stakeholders in tricky situations. In this resume, the applicant highlights that they “coached, motivated and counselled staff of 30+ employees”.

   Promotions and awards demonstrate past success and track record

A great way to stand out from the crowd is to highlight your unique accomplishments and achievements. Perhaps you’ve been promoted ahead of the typical cycle at a role, or you’ve been recognized by your superiors for your superb work ethic and dedication. Any sort of award or outstanding advancement through an organization, even in non-customer service capacities, can communicate to the hiring manager that you’re a fantastic employee. In this template, the applicant notes such promotions and awards (e.g. Awarded ‘Employee of the Year’ consecutively for 2 years; Promoted after 8 months...ahead of schedule by 16 months).

Resume Example Entry Level Customer Service Representative

If you’re still taking classes as a student, or even if you just graduated, the recruiting world can be an intimidating place -- especially if you don’t have much work experience. Don’t worry! You can use this template to show recruiters that you have relevant experience in internships or clubs, and that you’re fully capable and skilled for the role.

   Put your education at the top for entry-level roles

You may notice that this resume template is quite different from the other templates in organization, with the education section found at the top. This is intentional, and quite common in many successful entry-level resumes. Since most students don’t have a wealth of experiences in the workplace, recruiters will look at your education section to understand your interests and your experience. Make sure to include your GPA and any honors you may have, along with relevant coursework that may be applicable to the role. You can also include any relevant certifications to show that you are someone who takes initiative to learn.

   Relevant experience, skills, and projects highlighting transferrable customer support skills

Even though it’s okay to not have experience in customer satisfaction specifically, it’s important to include as many areas where you have engaged in similar capacities. Create detailed bullet points of any internships you might have had, and include responsibilities and achievements that are directly applicable to a customer service role. You can do the same with your experiences in volunteering or with university projects. For example, this applicant calls out that they did an analysis to “understand customer sentiment and purchasing trends”.

Resume Example Field Service Technician

A field service technician is essentially a service technician who conducts field visits or dispatches. When your internet cable is broken, or your electrical/mechanical gadgets stop functioning, these are the people you call. They perform more customer-facing roles intended to improve customer satisfaction, maximize customer retention and increase margins. This field service technician resume example showcases the applicant's conversance with customer service. Their 10 years of experience essentially comes down to problem-solving in various customer-facing roles in the computer engineering sub-industry.

   Demonstrate growth in your service technician promotions

At this level, the candidate is probably looking to level up into more senior roles. This requires that they showcase leadership and initiative. For senior management roles, hiring managers prefer candidates that can coach and mentor others. So, show how you've been able to work cooperatively with other teams and the impact you've had on those teams.

   Use numbers to demonstrate the impact you had as a service technician

Most of the jobs conducted by service technicians fall in the SMART domain. One of their characteristic features is measurability. It's easy to measure the impact of their work. So, leverage the power of numbers, ratios, and percentages to demonstrate the effect of your work. Consider how this example demonstrates this: "Effectively maintained 50 copiers in 19 different locations in 3 months…." This candidate will create an impact.

Resume Example Environmental Service Technician

These professionals predominantly work in healthcare sectors where their job revolves around maintaining a clean and healthy environment. In some instances, they can undertake traditional janitorial duties as well as handling and disposing biological waste. They typically work under an environmental services supervisor or director. This environmental service technician resume focuses on the applicant's professional experience. It highlights their gradual rise from an entry-level janitor post to EST within four years. This applicant also has a solid educational background in environmental studies and is also a certified safety professional.

   Continuing education as an Environmental Service Technician

Probably the best way to catch that hiring manager's attention is by showing that you're continually bettering yourself as an environmental service technician. Skills development doesn't necessarily mean returning to college or university, though this is ideal. Signing up for volunteer opportunities can also signal your desire to acquire more skills and knowledge in your speciality.

   Use keywords aligned with environmental service technician jobs

Marketplace research that analyzed millions of resumes and job postings identified the most important keywords for environment service technician jobs. These are hospital, housekeeping, cleaning experience, manufacturing sanitation, customer service, disinfectant and mopping. If you don't have these skills yet, get them.

What skills do hiring managers want to see on a Service Desk Manager resume?

On top Service Desk Manager resumes, skills like Service Desk Management, Active Directory, IT Service Management, ITIL, Service Desk, Troubleshooting, Technical Support and IT Management appear most often. Depending on the exact role you're applying to, skills like Major Incident Management, Windows Server, Problem Management, Service Improvement and Microsoft Exchange can also be effective keywords to include on your resume.

Target your Resume to a Job Description

While the keywords above are a good indication of what skills you need on your resume, you should try to find additional keywords that are specific to the job. To do this, use the free Targeted Resume tool. It analyzes the job you are applying to and finds the most important keywords you need on your resume. It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters. Start targeting your resume

Most resumes get auto-rejected because of small, simple errors. These errors are easy to miss but can be costly in your job search. If you want to make sure your resume is error-free, upload it to Score My Resume for a free resume review. You'll get a score so you know where your resume stands, as well as actionable feedback to improve it. Get a free resume review

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Find out what keywords recruiters search for. These keywords will help you beat resume screeners (i.e. the Applicant Tracking System).

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