IT Service Desk Manager Resume Samples

Description :

1. Interviewed, trained, coached, performance reviews, and discipline of employees.
2. Managed work schedules to ensure 100% coverage during the 24/7 support schedule.
3. Managed a team of 5 desktop support technicians and worked with Operations, Development and Network team.
4. Developed a mature phone/ticket escalation process to ensure efficient customer service.
5. Advised administration on process improvements, products, and services.
6. Ensured the team was always up to date and complied with company policies.
7. Managed multiple projects for server updates, network changes, desktop migrations, and deployments.

Experience

7-10 Years

Level

Consultant

Education

Certificate

Description :

1. Oversaw 100% of the requests, incidents, and problems reported by the organization.
2. Managed and coordinated urgent and complicated support issues.
3. Performed incident manager duties to resolve all P1-P2 reported by the organization.
4. Performed Problem Management duties to restore systems to the pre-incident state including root cause analysis in line with ITIL based methodologies.
5. Developed and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
6. Managed, trained, coached, and mentored Service Desk Specialists and Systems Administrators.
7. Managed projects to stabilize IPsec data connections.

Experience

10+ Years

Level

Senior

Education

Information Technology

Description :

1. Managed the Service Desk and supervise a team of 8 System Support Analysts between 2 locations.
2. Created and implemented all SLAs and organizational level agreements (OLAs).
3. Responsible for reporting all Service Desk metrics, including establishing KPIs.
4. Responsible for all Incident Management activities, including managing the reporting, escalation, and resolution of incidents covering a 24x7 Service Desk.
5. Responsible for some Problem Management activities, including root cause analysis.
6. Implemented an ACD system for Service Desk to handle incidents live.
7. Received incidents via voicemail and email only.

Experience

2-5 Years

Level

Junior

Education

Bachelor Of Science

Description :

1. Provided training on ticketing system developed for Help Desk along with accurate troubleshooting steps for commonly reported issues.
2. Transitioned multi-departmental Help Desk into IT Controlled Service Desk.
3. Managed a team of Service Desk Specialists, provide training and coaching when needed, and assign weekly and monthly systems tasks.
4. Created an outline of IT Service Desk department processes and procedures that are in the best interest of the company.
5. Worked in conjunction with outside developers and vendors to resolve issues that affected multiple users/locations in a timely manner.
6. Worked with outside developers and vendors to create/alter reports based on the business needs of the company as outlined by Executive team members.
7. Responsible for database mapping for both large and small data conversions.

Experience

5-7 Years

Level

Executive

Education

Bachelor Of Science

Description :

1. Deployed new application to various computers, Monitor branches to resolve timeout.
2. Implemented a SharePoint system to monitor work progress and also to alert individual of project time lines.
3. Managed the service desk organization to ensure team and individual performance levels consistently met or exceeded the needs of clients/users.
4. Completed staff reviews and appraisals, and develop personal development plans.
5. Oversaw all Service Desk activities and responded to escalated service desk incidents and requests.
6. Monitored help tickets from end-users in order to ensure and improve quality of service.
7. Responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.
8. Ensured working practices and processes were standardized and repeatable to support Service Desk activities.

Experience

7-10 Years

Level

Management

Education

Information Technology

Description :

1. Managed, mentored, coached, scaled, and provided leadership to a team of 8 Service Desk Technicians who supported over 2,000 desktops and laptops on, Windows 7 and Windows 8.
2. Managed the processing of incoming calls, tickets, and email to ensure timely and effective resolution of end-user issues.
3. Planned, supported and achieved companywide Outlook migration to Office 365.
4. Defined and developed a Service Catalog, Service Delivery, Service Portfolio, and also implemented a new ITSM Platform in the direction towards ITIL v2 and v3 as a best practice for service management.
5. Developed and implemented Service Level Agreements (SLAs) to establish and define problem resolution expectations and timeframes.
6. Implemented Change and Release Management processes.
7. Created and maintained IT documentation and SOPs Established Key Performance Indicators (KPIs) to analyze Service Desk performance, activities.

Experience

5-7 Years

Level

Executive

Education

BS In Technology

Description :

1. Led Information System Division operations; recruited and supervised team members, established policies/ procedures, and administered department budget.
2. Spearheaded technology planning and coordinated network/telephony system management, including upgrades and migrations.
3. Performed detailed feasibility studies, designed systems, and defined requirements.
4. Monitored and reported on key metrics to track cost-effectiveness; prepared written reports, presentations, and correspondence.
5. Installed and configured Access Points, mounted physical servers in racks.
6. Provided on-site and video-based client training.
7. Managed migration of 40 workstations, completing a project two months ahead of schedule.
8. Developed video CBTs to provide an easily accessible reference guide for employees.

Experience

2-5 Years

Level

Junior

Education

Business Management

Description :

1. Provided IT Strategic Plan that Aligns and Delivers an outcome that enables Business strategies and new Business capabilities.
2. Able to identify needed changes, communicate the business case to implement these changes and take actionable steps to implement.
3. Monitored and reviewed requests for change to assure they do not introduce any security and/or compliance risks to the enterprise and meet security requirements, guidelines and compliance requirements.
4. Understood the benefits and potential of technology to create business transformation.
5. Enabled technology solutions to achieve benefits for the organization.
6. Configured, troubleshoot, maintained, upgraded and document all aspects of the Windows Server architecture.
7. Responsible for Monitor Tickets and Following up with assigned Personnel to ensure timely resolution of issues are solved.

Experience

7-10 Years

Level

Consultant

Education

BS

Description :

1. Managed 13 team members in three locations: Stevens Point, Marshfield, and Appleton.
2. Managed all aspects of hiring, including interviewing, assessments and cultural fit, receiving recognition from management for best practices in onboarding and employee relations.
3. Partnered with project managers to seamlessly transition the business to the national Ascension Service Desk, resulting in continuous operations with no service interruption.
4. Implemented training plan for updated technology integration, facilitating scheduling and innovative learning methods to achieve employee survey top rankings in IT.
5. Streamlined processes and provided coaching for staff to enhance troubleshooting and customer service skills, providing guidance to staff that resulting in exceeding metric goals.
6. Served as subject matter expert for the design of ITIL best practices for Incident, Request and Service Catalog with ServiceNow, providing recommendations that improved change and asset management processes.
7. Coached and mentored staff, developing targeted performance plans and development goals to expand opportunities for promotion.
8. Provided IT service desk support in a health care enterprise environment.

Experience

7-10 Years

Level

Management

Education

AAS

Description :

1. Trained & mentored team on product functionality & troubleshooting best practices, & assisted in troubleshooting all unresolved issues.
2. Defined technology strategy & roadmap; researched & evaluated technologies & best practices; negotiated contracts with vendors & partners; & designed & implemented service desk software on corporate website, compiled systems & connectivity solutions to enable competitive growth.
3. Selected Achievements & Solutions Led group to achieve 5 Successful project launches, steering several programs into production roll-out.
4. Guided teams of 20 from various departments & worked jointly with management personnel to address issues Created team building activities that included focus group meetings, newsletters & project summaries, Increasing staff involvement in project development & implementation process.
5. Conceptualized, designed & implemented Service Desk Site & knowledge base in SharePoint 2007, enabling clients with the ability to access product usage & troubleshooting best practices.
6. Modified timeline for project planning period from 6 to 7 weeks to include Project Initiation Phase, Freeing up time to meet with the business team.
7. Lead project to migrate 700+ global users from on-premises exchange to ms office 365.

Experience

10+ Years

Level

Senior

Education

BS In Marketing