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.

Help Desk Supervisor Resume example

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 :

    1. 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.
    2. Tested and evaluated new hardware and software in order to maintain knowledge and skills to better provide exceptional support and guidance.
    3. Tracked all calls using CA Unicenter Service Desk and Dashboard to ensure they were done in an expeditious manner.
    4. 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.
    5. 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.
    6. Designed and implemented metric reports for the DHR Help Desk.
    7. 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.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Information Systems


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.

Description :

    1. Worked with CIO to establish and enforce Help Desk SLA's in consultation with end users to establish problem resolution expectations and time frames.
    2. 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.
    3. 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.
    4. Tracked and analyzed trends in Help Desk requests and generated statistical reports.
    5. Worked with the CIO to identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
    6. 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.
    7. Oversaw the development, implementation, and administration of help desk staff training procedures and policies.
    8. Attended training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Certificate In Engineering


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.

Description :

    1. Assembled and managed an in-house Help Desk servicing 1500 clients in 5 U.S.
    2. Liaison between Network Infrastructure Team and Help Desk, all levels.
    3. Developed training, new hire and mentoring programs and all related procedures.
    4. Implemented call tracking and knowledgebase system, TrackIT.
    5. Responsible for scheduling, updating, and training the entire team for all helpdesk related functions.
    6. Attended management meetings and delegated assigned tasks accordingly.
    7. Analyzed performance trends, forecasted resource requirements and implemented corrective action as needed.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Business Administration

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.

Description :

    1. 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.
    2. Assisted in the Project Planning and Project Management of migrating users from Lotus Notes email environment to an Exchange/Outlook email environment.
    3. 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.
    4. Managed the creation of a new imaging process to improve PC preparation and deployment time.
    5. 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.
    6. Maintain Customer Service and Quality Control standards by utilizing coaching opportunities and keeping an open line of communication with the Help Desk Team.
    7. Perform network administration duties to simplify, maintain, and secure the computing environment.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Information Systems

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.

Description :

    1. Oversee Help Desk operational functions and objectives.
    2. Provided Supervisory responsibility for 5 employees to include Pay for Performance evaluation reviews and goal preparation for the day to day operations.
    3. Oversee cases in the Clarify system to ensure a timely completion of problem cases.
    4. 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.
    5. 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.
    6. Provided several training sessions for the Help Desk staff and attended seminars on Team Building and Coaching.
    7. Responsible for the supervision of all Product Support Specialists, as well as providing senior technical support to all team members.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Computer Science

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.

Description :

    1. 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.
    2. Assignment and prioritization of tickets were critical to the service of our customers.
    3. Constantly provided detailed reports to the Manager and Chief Administration Officer.
    4. This was important as in one instance, in particular, we saw an increase in password resets.
    5. 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.
    6. 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.
    7. Worked closely with Departmental Supervisors to meet technology needs.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Consultant
Education
Education
Computer Networking

Help Desk Supervisor/Support Resume

Objective : Seeking a challenging position with a company emphasizing professional growth and advancement.

Skills : Administrative, Help Desk Technician.

Description :

    1. Provide direction, support, technical assistance, customer service and quality assurance in the administration of user desktop environment and help desk daily operations.
    2. Responsible for the timely processing of Doral Help Desk trouble ticket requests, prompt resolution and quality of service assurance.
    3. 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.
    4. Responsible for the daily monitoring of established critical applications.
    5. Prepare statistical reports concerning help desk activities for both staff and management.
    6. Prepare and maintain the necessary documentation for technical support and help desk requirements.
    7. 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.
    8. Handled calls from 7 am to 7 pm for Monday through Friday using Blue Ocean's Track-It software.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Executive
Education
Education
Diploma

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.

Description :

    1. Interviewed prospective employees to determine if their technical and customer service skills are a match for the departments needs.
    2. Purchased equipment for the company that not only allows staying in budget but also fulfills all needs of the users.
    3. Conferred with all department heads and branch offices to make sure all IT needs were met to their satisfaction.
    4. Reviewed daily activity reports of the help desk to determine trends to better utilize our resources and to lower our cost per incident.
    5. Worked with the Network Administrator in the administration and maintenance of all development and production servers.
    6. These servers included; Domain Controllers, Exchange Servers, Kaspersky Antivirus Servers and the Barracuda Anti-Spam appliance.
    7. 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.
    8. Built computers for new employees and made sure they were properly configured for the end-user.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Business

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.

Description :

    1. Provided first level IT support to approximately 74 sites, local and nationwide, to include Guam, Hawaii, and Alaska.
    2. Responsible for the setup and maintenance (hardware and software) of personal computers at all locations.
    3. 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.
    4. Accountable for setting up user accounts and removing accounts after termination in Microsoft Exchange Console and Active Directory.
    5. Attend to details while setting up user accounts in a multitude of in-house software for the moving industry.
    6. Responsible for maintaining inventory within KACE system for all IT equipment.
    7. Supervised the Help Desk Technician and manage all help desk tasks.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Computer Science

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.

Description :

    1. Managed a team of support personnel responsible for troubleshooting all IT issues on a forward deployed military base in Afghanistan.
    2. Implemented trouble ticket policies and procedures pertaining to the reception, identification, documentation, distribution and corrective action of client system problems.
    3. Responded to incidents IAW established metrics found in applicable DoD and Army regulations, Technical Authorities, and Service Level Agreements.
    4. Evaluated new IT products or services and suggested changes to existing products or services to better aide the customer and end user.
    5. Ensured team members and support personnel were familiar with a wide range of the standard IT concepts, techniques, practices, and procedures.
    6. Utilized extensive experience, judgment and technical acumen to plan and accomplish goals.
    7. Managed the daily activities of the Help Desk function, to include training, coaching, organizing, planning, and staffing operations.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Psychology

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.

Description :

    1. Managed an inventory of 290 units and associated ancillary devices supporting the entire US Mission Hanoi staff.
    2. Provided accountability and logistic support to maintain all on-site equipment as well as consumable, repair, and replacement items.
    3. Developing and maintaining cost estimates and logistic support for the acquisition of new equipment, site preparation, systems installation, personnel training, and development programs.
    4. Maintained and stocked the IT department storeroom procuring items using ILMS and Ariba.
    5. Scheduled and monitored the work of several locally employed technicians on installation, maintenance, and repair of work stations.
    6. Provided customer service and support mission wide responding to service calls, maintaining user accounts, answering customer queries and providing training on programs and systems.
    7. Provided support to our constituent post in Ho Chi Minh City.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
GED

Help Desk Supervisor Resume

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.

Description :

    1. Providing leadership, management, and guidance to Help Desk staff to ensure call service and call quality goals are met on a daily basis.
    2. Preparing and managing the Help Desk schedule to meet the operations requirements.
    3. 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.
    4. Assist in interviewing and scheduling new hires for training.
    5. Ensure all customer's questions are answered and issues resolved.
    6. Managed workflow on the Help Desk Department between incoming calls, support functions, and special projects.
    7. Receiving incoming calls from store managers reporting technical issues of the POS (Point Of Sale) system in over 105 stores.
    8. Troubleshooting and resolve any technical issues using the computer system through application and MS Office.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
B.A. In Psychology