Help Desk Manager Resume Samples

Help desk managers oversee the timely delivery of technical support service of the organization towards its customers. Help desk managers managing both technology and the people have to perform a myriad of roles and responsibilities such as – managing the help desk team, ensuring timely quality service to both internal and external clients, connecting hardware and installing software, updating system and various other devices, providing technical support, delegating tasks to technicians, diagnosing problems and repairing the hardware, software and networking issues.

Candidates to gain this post should cultivate unique skill sets which may include some or all of the following – hands-on experience with remote control software, solid technical know-how, IT skills, leadership and problem-solving skills. Most of the employers prefer the help desk managers to hold a degree in the field of computer science or Network administration or the related. A Help Desk Manager Resume that shows an additional certification specifically in hardware and software systems fall in limelight.

 

Help Desk Manager Resume example

Help Desk Manager Resume

Objective : Information Technology Specialist with 15 years of experience and four combat tours in the extensive help desk management skills. Serves as the Helpdesk Manager, improving workflow standards across the organization.

Skills : Linux, Windows Server, Asterisk, Cisco, Office Applications, Switches, Routers, Firewalls, TCP/IP, DNS, SQL, Mac OS X, Windows.

Description :

    1. Created and staffed end-user help desk for company specializing in contract information services.
    2. Developed and implemented call tracking system for incident management.
    3. Created procedures for call analysis and problem resolution.
    4. Trained staff in customer service techniques.
    5. Assisted 1500 users across a disparate customer base with computer and network issues on Mac and Windows platforms.
    6. Managing teams of up to six people in a professional environment to ensure quality customer service and information security.
    7. Ensuring professional appearance and attitude of all people managed.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Bachelor Of Arts


Sr. Help Desk Manager Resume

Summary : Dedicated Help Desk Manager professional with 20+ years of experience in a customer service driven financial, insurance, consumer contact and service delivery operation. Consistently achieve record-high customer satisfaction rankings.

Skills : Information Security, Networking, Information Management/Dominance, Cisco, Nortel, Windows endpoint/server, SCCM, IT Management.

Description :

    1. Implement new corporate help desk to provide end-user support for a quickly growing company with over 250 clinics nation-wide.
    2. Standardize equipment purchases to a single vendor to leverage buying power as well as reduce the complexity of the support structure.
    3. Hire and train qualified analysts to staff help desk.
    4. Design a marketing plan to promote services provided by the help desk to company employees.
    5. Implement intranet to use as a method of self-help for customer issues.
    6. Coordinate field tech staff to resolve remote customer issues.
    7. Develop standardized procedures for installation and configuration of all hardware and software.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
IT


Jr. Help Desk Manager Resume

Objective : Over 20 years of help desk experience, Technology, Self taught in Operating Systems and Hardware. Used virtually every Operating System from Windows, Mac, Linux, and small projects like QNX via Virtual Machine software such as VMWare, and Virtual Box.

Skills : Management Experience, Technical Writing, Customer Service Skills, Training And Development, Technical Support, Computer Skills.

Description :

    1. Developed help desk service strategy keeping in mind the company's objectives.
    2. Handled the hiring procedure in sync with the Human Resources department.
    3. Trained employees to support customers using tact and good judgment.
    4. Monitored calls through specialized equipment to make sure that help desk staff were providing high quality service and support.
    5. Created and managed processes for communicating outage to customers.
    6. Managed and administered company's ticketing system.
    7. Provided technical support to customers' via phone and deskside visits.
    8. Determined and implemented ongoing training programs for faculty, staff and students.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Information Systems

Help Desk Manager III Resume

Summary : Over 11 years experience working for the Department of Defense as an active duty Marine in the communication intelligence field with a focus in cyber security.

Skills : Security Assessments, OSINT, Computer Security, IT Security, Network Security, Report Writing.

Description :

    1. Supervise General Dynamics employees to ensure customer satisfaction and professional conduct.
    2. Coordinate network/system outages for weekly maintenence and repair on classified networks and systems.
    3. Supervise generator power swaps and AC maintenance.
    4. Supervision and deployment of life cycle development upgrades.
    5. Complete submitted trouble tickets for over 900 systems; includes Windows, Unix, and Linux systems.
    6. Intimate familiarity with: Intelligence Community Directives 503, 703, 704, 705.
    7. Coordinated and executed 24 system outages for maintenance.
    8. Deployed 80 classified systems for life cycle development upgrades.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
IT

Help Desk Manager II Resume

Summary : Responsible for providing users with accurate and efficient support for Apple/Mac and Windows environments, including but not limited to: maintenance, installation, configuration, troubleshooting, maintaining, relocating and integration of third-party and in-house applications to solve issues and ensure optimal performance. Expertise in negotiating purchasing of new technology.

Skills : Network Administration, IT Management, PC Technician, Microsoft Office Suite.

Description :

    1. Manage training program for 250 Windows and Mac users.
    2. Responsible for implementing, maintaining, troubleshooting, upgrading systems and network.
    3. Negotiate with vendors for new hardware/software, reducing costs more than $5,000 annually.
    4. Responsible for upgrading the Internet connection from multiple dial-ups to high-speed internet.
    5. Manage data entry team to convert inventory system to a Y2K compatible operating system.
    6. Establish requirements for data processing department.
    7. Setup, trained, and maintained help desk for software and hardware issues.
    8. Manage and maintained inventory of computer software/hardware.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
IT

IT Help Desk Manager Resume

Summary : Motivated up and coming IT professional with a demonstrated ability to manage and organize complete tasks in an efficient manner while exceeding expectations. Looking to gain additional exposure to corporate infrastructure.

Skills : Supervisor/Manager, IT Technician.

Description :

    1. Oversee helpdesk operations and equipment ordering for 5 company locations.
    2. Manage performance metrics, agent productivity, training and coaching for direct reports.
    3. Provide incident and progress reports to the VP of Operations regarding all locations.
    4. Perform contract setup and billing review of IT vendors.
    5. Collaborate with directors and managers to create better processes for team management and ticket resolution.
    6. Provide technical guidance to team members and colleagues in troubleshooting hardware and software issues for normal and high priority cases.
    7. Create new user profiles in Office 365 and Active Directory.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
IT

Help Desk Manager I Resume

Summary : Providing help desk support in the manufacturing and healthcare fields, where established a proven track record of decreasing client wait time while increasing client satisfaction.

Skills : Microsoft Office, Microsoft Windows, Mac OS X, iOS, iOS, Android.

Description :

    1. Manage employee lifecycle, interviewing candidates; creating yearly goals; processing reviews; employee corrective actions.
    2. Monitoring Incidents', Service Request and Problem Management.
    3. Run weekly reports on aged tickets, ticket trending, ticket categories and included outage reports.
    4. Manage weekly team meetings reviewing ongoing or new issues.
    5. Manage hardware vendors, manage IT hardware purchasing for new ER facility.
    6. Manage and schedule team for new location hardware deployment and install.
    7. Manage all incoming projects that impact the Help Desk.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Consultant
Education
Education
IT

Help Desk Manager/Technician Resume

Headline : Prepared to lead, achieve project goals and direct multiple tasks efficiently. Proven success in streamlining applications and help-desk operations for high-profile international technical support projects.

Skills : ITILv3, 2013 Office Suite.

Description :

    1. Managed as many as 60 Level 1 and Level 2 Help Desk Analysts.
    2. Responsible for managing the relationship between C3i and the clients.
    3. Maintained communication between the client and C3i to ensure service delivery.
    4. Analyzed call activity and identified trends for reporting, training, and scheduling purposes.
    5. Provided regular reporting packages and operational updates.
    6. Acted as the subject matter expert on the client's technical configuration.
    7. Trained new technicians on client-specific applications, policies, and procedures.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Associate Of Arts

Help Desk Manager/Administartor Resume

Headline : Constantly up-to-date with the newest technologies and methodologies. Understand how computers are now being engineered at the level of Quantum Mechanics. Securing Complex Information Systems with senior level roles, as well as having exceptional IT management experience.

Skills : Help Desk Associate, IT Desk Manager.

Description :

    1. Managed over 60 nodes of both Windows XP and 7 client networks.
    2. Created startup batch scripts and implemented group policies.
    3. Assisted telemarketing floor with PC problems on a daily basis.
    4. Created a Windows VPN for the Palm Desert location.
    5. Managed SQL database and synced the data onto 7 big screen LCD televisions.
    6. Firewall maintenance, security, and browser restrictions on the SonicWall TZ170.
    7. Used Photoshop on a day-to-day basis for PCHS' marketing products, and video editing with Premier and After Effects for marketing videos.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Master's In MBA

Help Desk Manager Resume

Summary : Highly organized, dedicated, and solutions-oriented professional, offering extensive experience in IT operations management. Expert in technical troubleshooting, customer service, and project administration in a call center environment.

Skills : Microsoft Office, Word Press Website Software.

Description :

    1. Responsible for all Help Desk questions and support request by Phone and Hands on Support.
    2. Provided tracking and reports on all Help Desk activities with staff of 15.
    3. Scheduled Network Engineers work assignments.
    4. Maintain hardware and Software inventory for entire site.
    5. Handled all requests for new hardware and Software including working with Vendors on pricing.
    6. Assembled Standard computer systems for budgeting purposes.
    7. Designed Help Desk guidelines for use of Trouble Ticket reporting.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Computer Science