An IT Service Manager manages the information technology tasks and staff and maintains the company’s networks and user connectivity. Some daily work activities are listed on the IT Service Manager Resume as – developing relationships with external clients, assessing the technology, support, and security needs; providing client assessments, pitching IT equipment, offering innovative solutions, establishing projects by creating timelines, establishing clients and sales goals, maintaining relationships with technology, and software; coordinating troubleshooting, and equipment service; and identifying the staffing needs.
Just like other managerial posts, this role also needs the following skills and abilities – experience with computers and networks; time management skills, attention to detail; critical thinking skills, and leadership skills. A degree in computer science or a related field is commonplace among job applications. Insofar qualification will be useful.
Objective : A seasoned IT Service Manager professional in network design and engineering, with a focus in route, switch, and data center technologies. I have been working with the Cisco line, Alcatel, Aruba Networks and Allied Telesis of products for over four years, with nine years overall IT experience. I have obtained multiple Cisco, Microsoft and ITILv3 certifications.
Skills : ITIL, Project Management, Training, Operations Management, Data Center Mgt.
Description :
Managed and analyzed the IT services and IT Staffing.
Managed and Supervised the outsourcing Projects.
Managed the teams of helpdesk professionals.
Ensured that agreed targets are met and appropriate qualitative standards achieved.
Responsible for committed Service Delivery & Support activities as per agreed requirements.
Monitored SLAs and escalate to higher Management (for any breaches).
Prepared and shared regular reports.
Experience
2-5 Years
Level
Junior
Education
GED
IT Service Manager Resume
Headline : Managing regional Telecom Expense Management vendor, meeting objectives for inventory management and procurement processes, Managing all hardware that was entered into our ticket system by tagging the machines with relative information.
Skills : System Administration, Servers, Windows, Network Administration, Cloud Computing.
Description :
Established a Reporting model from current Helpdesk tool.
Established Key KPI Metrics to help in remediating ITSM processes.
Documented the current state of processes for Incident Management, Request Management, Change Management and Asset Management.
Analyzed the Change Management processes and recommended changes to it.
Targeted to increase process lifecycle efficiency and customer satisfaction for CM Established better controls and lead times Established a Risk Matrix and approval models for Change.
Responsible for overall South Managed Services Operations with includes resource management, SLA management, client handling and more.
Provided assistance to sales and pre-sales in preparing managed services solution.
Experience
5-7 Years
Level
Junior
Education
GED
IT Service Manager Resume
Headline : IT Service Manager Professional with extensive experience in the areas of ITIL, IT governance and audit compliance, strategic planning and effective organizational communication and negotiation. Strong relationship management skills including customer/vendor contract negotiations; service level attainment and internal customer satisfaction. Deep experience in ITIL Release Management, ITIL Change Management, ITIL Service Management as well as large-scale project management and custom application implementations.
Skills : Linux Administration, Windows Administration, GIS, IT.
Description :
Provided strategic plans and perform direct oversight of all activities of the ITIL Release Management function in order to ensure the efficient, effective, and secure implementation, operation and support of all releases into the production environment.
Initiated the ITIL Release Management Office and successfully established the RMO adapted functions as part of the overall ITIL initiative at the company.
Integrated release reporting and communications for both Applications and Infrastructure for enhanced corporate communications of I/S production environment releases with impacts.
Established key performance indicators as part of the Performance Metrics that drive departmental improvements in the data reported from various support tool databases as well as more accurate scheduling of releases into the production environment.
Unexpected (Incorrectly Planned) releases dropped from 33% to under 14% within the first two years of the RMO function being implemented.
Unsuccessful implemented results went from 25% to 0.4% in the same two year period.
Staff turnover ratio for ITIL Release Management is low as the area is highly sought after in which to work and perform.
Experience
5-7 Years
Level
Executive
Education
GED
IT Service Manager Resume
Summary : IT Service Manager with over 12 years of experience providing thorough and skillful support in System Administration and network solutions. Expert in Microsoft Windows servers and Networking products.
Skills : Active Directory, Asset Management.
Description :
Supervised technicians, and engineers to ensure projects are completed on time and within budget.
Managed projects from initial design to final construction on the technical side.
Provided technical assistance for business development opportunities.
Responsible for Active Directory build GPO implementation, building all Virtual Server environments.
Evaluated and prioritized assigned service orders for technicians when dispatched for hardware, software, networking, customer service, and other computer-related issues.
Evaluated activities of employees to monitor their performance in conducting services to the customers.
Created and enforced processes and procedures to maintain a safe work environment for in-house technicians Restore/Reconstruct impacted RAIDS of down servers.
Experience
10+ Years
Level
Senior
Education
Bachelor's
IT Service Manager Resume
Objective : IT Service Manager with 2 years of experience in Using Windows Deployment Services to image computers, Monitoring the operations in the service department, and maintained optimum settings and objectives.
Skills : Multitasking, Managing Skills, Service Manager.
Description :
Reported directly to the Chief Information Officer who is responsible for Production/Operations, Hardware and Software Support, Help Desk, Programming and Project Management for Onboarding of new clients.
Managed the Production/Operation Team and the Software Support Team of approximately 20 individuals.
Secured that Pension and Vacation checks were balanced, printed, and mail in a timely manner, as well as other processes such as bank transfers, batch balancing, claims processing, etc.
Utilized File Transfer Protocol (FTP) to provide a secure method for multiple clients and vendors to exchange documents.
Oversaw the exceptional Quality Assurance of the Production/Operation Team on a daily basis.
Executed process improvements to ensure the Help Desk Call Queue was being handled expeditiously for our internal/external customers.
Implemented a process to handle problem tickets in a timely manner using SharePoint.
Experience
2-5 Years
Level
Executive
Education
MS
IT Service Manager Resume
Objective : Planning, directing, coordinating, supervising, administering, and implementing policies and procedures to oversee a comprehensive service management program to increase organizational ITSM maturity and adoption of ITIL V4, guiding and measuring continuous improvement efforts for IT Service, Managing capabilities and performance.
Managed a team of 5 Remote Network Administrators and 1 Field Technician.
Responsible for the Network Administration of over 1400 PCs, Laptops, and network-connected devices for 45+ local businesses ranging from Mercy Flight of Buffalo to Doctors, Dental, Optical, Attorney Firms, Educational and Service companies.
Handled the scheduling of all reported IT issues by managing a database ticketing system (Connect Wise) and the scheduling of all resources and resolution efforts.
Facilitated all major Network Infrastructure projects, changes, and upgrades.
Vendor management of all 3rd party software, wireless technologies, and ISP/telecommunications needs.
Handled all executive communications to clients, written and verbal, to convey situational information, plans, and needs.
Attended numerous management, time management, and service management training seminars to sharpen my skills.
Experience
2-5 Years
Level
Executive
Education
MS
IT Service Manager Resume
Summary : Acting as an escalation point for all requests and incidents, Developing and maturing phone/ticket escalation processes to ensure free-flowing escalation and information within the organization, and also Determining the root cause of issues and communicate appropriately to internal and external customers.
Skills : Project Management, Program Management.
Description :
Managed the relationship with and delivery of services to one or more strategic clients.
Responsible for overall accountability for client satisfaction and the success of all projects and for overall accountability of operational stability for the client's environment and operational stability.
Helped to train new SM's while still learning and being new on the job.
Established a time tracking system to help track project hours.
Created training guide.
Helped to resolve a major outage with a major Fortune 500 company without having all the skills of the environment and job to do so.
Responsible for all follow-up communications with clients to assure that they were aware of the status of their reported service needs, up to and including verification of completion and that they were satisfied with the results.
Experience
7-10 Years
Level
Management
Education
MBA
IT Service Manager Resume
Objective : IT Service Manager with demonstrated experience and increasing levels of responsibility in the telecommunication industry. Recognized for expertise managing fixed and mobile voice as well as audio/visual and videoconferencing solutions at the corporate level. Excellent interpersonal and communications skills with the ability to interface with all levels of employees as well as external customers, vendors, and suppliers.
Skills : Leadership, MS Office, Organizational Skills.
Description :
Managed up to 15,000 mobile subscriptions at an annual cost of more than 2.3 million dollars.
Provided leadership in areas of mobile carrier provisioning and problem resolution for internal and external customers, resulting in improved efficiency in product development Acted as sole regional point of support to R&D, Sales & Marketing, Field Force and general employees, recognized as the subject matter expert and liaison for consistent communication.
Recognized as the in-house consultant and company expert on in-building mobile carrier coverage system, providing direction, and minimizing delays in operations.
Participated in mobile contract negotiations, creating win-win solutions for the company and customers.
Organized and facilitated mobile carrier meetings to discuss and resolve account management, process, and budgetary issues and identify suggestions for process improvement.
Monitored mobile accounts to ensure contracted rate plans were provisioned and correct charges were being applied.
Initiated and conducted numerous cost saving projects to include carrier consolidation, zero usage analysis, excessive spending resulting in millions of dollars in annual savings.
Experience
2-5 Years
Level
Executive
Education
GED
IT Service Manager Resume
Headline : Experienced IT Service Manager professional with a history of success in multiple phases of business management. Recognized talents in a broad spectrum of disciplines including Accounts Payable/Receivable Purchasing Inventory Control Advertising Graphic Design Profit/Loss Analysis Human Resources Training Public Media Relations Project Management Sales Marketing Management.
Skills : Developing Skills, Multitasking, IT.
Description :
Managed corporate network, security, remote-access, and DNS / DHCP services according to Information Technology Infrastructure Library (ITIL) practices.
Project managed changes and upgrades.
Conducted monthly reviews with all service providers.
Established, reviewed, and updated fault management and escalation procedures and conducted postmortems.
Implemented SSL VPN remote-access services, replacing IPSec for over 11K users, allowing deployment of Bring Your Own Device (BYOD) services for employee PCs, smartphones, and tablets.
Migrated over 440 routers from ATM / Frame Relay services to Multiprotocol Label Switching (MPLS) for offices and data centers which allowed Orange to utilize internally the same Business VPN product marketed to customers for intranet, voice, video, extranet, and public Internet connectivity.
Developed Service Level Agreements (SLA) for internal corporate network, security, and remote-access services, confirming services consistently met or exceeded management incident availability targets, ensuring optimum performance to end-users as defined in respective SLAs.
Experience
5-7 Years
Level
Executive
Education
MS
IT Service Manager Resume
Objective : A hands-on leader is known for their strategic and focused approach, with extensive accolades for limiting risk and establishing creative strategies for optimizing internal operations, financial returns, and external customer service and output. Comfortable in interacting with all levels of the organization and the public. Excellent problem solving and negotiating skills.
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