A Service Desk Lead is a qualified help desk manager who takes responsibility for leading the technical support team to provide excellent customer service and solve all technical issues. A well-written Service Desk Lead Resume indicates the following duties and responsibilities – managing the help desk team and evaluating performance, ensuring customer service is timely and accurate; recruiting, and training service desk representatives and technicians, setting specific customer service standards, establishing best practices through the entire technical support process; developing daily, and monthly reports on help desk team’s productivity.
Apart from proven work experience, the following skills are required – hands-on experience with help desk and remote control software; solid technical background with an ability to give instructions to a non-technical audience, customer service oriented with a problem-solving attitude, and verbal communication skills. A degree in computer science or IT is needed to work in this capacity.
Summary : Results-oriented Service Desk Lead with 15+ years I.T. experience. Recognized for designing and deploying new tools and policies to identify efficiencies and capitalize on new ways of working to increase productivity and reduce mistakes. Expansive knowledge of Network LAN / Wireless LAN / Microsoft Windows and Apple Macintosh Devices, Products and Services.
Skills : Microsoft Project, VMWare Fusion, Apple Macintosh OS X, Project Management.
Description :
Provided service desk and network support for Defense POW/MIA Accounting Agency (DPAA) Customers.
Supported weekly and monthly reporting on tickets and resolutions; develop new SOPs and call scripts as required.
Provided technical and operations training support to Customers by telephone or on-site for desktop hardware and software packages.
Installed and troubleshoot system-wide software throughout DPAA.
Installed and tested computers, printers, and other peripherals; configure the operating system and applications software programs.
Troubleshoot and resolved Windows systems and server configuration, integration errors, and issues.
Troubleshoot and resolved TCP/IP networking issues within the agency.
Experience
10+ Years
Level
Senior
Education
Master Of Business Administration
Service Desk Lead Resume
Summary : Over 15 years of providing exceptional customer support to users in a corporate environment. More than 7 years of experience supervising and leading people and processes in IT operations. th Successful record of reliability and performance to get objectives accomplished.
Lead, mentored and motivated a team of technical resources supporting service delivery to multiple clients; maintaining service level agreements in high call volume inbound support centers.
Managed and conducted analysis of workforce activities and quality reviews, prepare reports and monitoring documents for dissemination, communicate findings and recommendations to and appropriate operational and organizational teams.
Consulted with management to determine needs for training.
Measured, achieved customer service rating goals.
Ensured staff meets minimum hours For training during program year, achieve goals for training.
Reviewed operational procedures and processes, provide technical assistance to center staff to improve performance and quality, make recommendations to enhance current procedures and processes to ensure compliance and performance goals are met.
Reviewed performance data for trends; provide technical assistance for identified areas of non-compliance/low performance.
Experience
10+ Years
Level
Senior
Education
GED
Service Desk Lead Resume
Objective : Service Desk Lead Performance-driven professional with diverse experience in installation, support, and maintenance of complex enterprise technology solutions. Skilled in providing systems administration and network operations management with a focus on all aspects of system integrity, reliability, and business continuity.
Skills : Signals Analysis, Intelligence Analysis, Call Center Experience, Ms Office Suite, Technical Writing.
Description :
Provided client support, data protection, and implemented technology solutions, backup strategies, and network backbone and support infrastructures.
Prepared and maintained budgets in excess of $1 million.
Identified business requirements.
Loaded operating systems in conventional/virtual environments.
Sourced software applications.
Oversaw network installations, upgrades, and data migration projects.
Performed remote system administration, cabling, testing, and field assignments.
Experience
2-5 Years
Level
Executive
Education
MS
Service Desk Lead Resume
Summary : To whom it may concern I would be delighted to speak with you about an IT position. I have already touched basis on many positions throughout my career and am interested in enhancing my knowledge further. In addition to my enthusiasm, I will bring to the position strong writing, technical skills, and more along with the ability to work well with others as a team/ independently on completing tasks/projects.
Skills : Microsoft Office, Planning Skills.
Description :
Managed 18 technicians through their daily tasks.
Acknowledged each individuals' strengths and weaknesses to identify training needed for each individual.
Directed, motivated and developed an organization's staff to maximize their individual contribution, professional growth and efficacy on a team.
Strategically planned escalation processes and procedures to ensure that the transition of a new contract flows smoothly.
Evaluated the existing issues within the current LAN A Service Desk, IT NOVA Contract, in the efforts to close it down and start a new Service Desk in Washington, D.C.
Assisted in generating alternatives, making sound judgments to improve the relationship between the customer and the service desk, recommend options for remediation, analyze services provided Leads in the design, implementation and overall operation of technology and systems, for the help desk function.
Collaborated with Program Manager on recommendations for the service desk, identify intentions and vulnerabilities, ensuring that procedural and security incidents are documented, identify threats to acknowledge the impact on the network, analyze the customers' needs of the agency in order to mitigate alternatives for each situation.
Experience
10+ Years
Level
Senior
Education
MS
Service Desk Lead Resume
Objective : Identifying and documenting new solutions, business procedures and communicate information to large audiences, interacting with managers, clients, vendors, IT teams, and executive management to ensure a high level of customer satisfaction.
Skills : Planning Skills, Desk Lead, Leadership.
Description :
Responsible for managing the performance of Level 1 Helpdesk team to provide support to 5000 clients both internal and external.
Supported over 300 applications.
Ensured that service levels are achieved in order to meet or exceed customer expectations.
Responsible for monitoring call queues, wait times and duration of calls.
Oversaw requests, incidents, and problems and manage and coordinate urgent and complicated support issues.
Ran ACD reports to identify number of incoming calls, answered calls and abandoned calls.
Acted as an escalation point for all requests and incidents.
Experience
2-5 Years
Level
Executive
Education
Bachelors
Service Desk Lead Resume
Summary : More than 12 years of concentrated experience in information systems, with five years of experience managing a range of personnel across multiple industries, and three years of concentration within the Information Technology (IT) industry. More than 10 years experience in enterprise-level network, hardware, software, and IT systems as an analyst/technician.
Skills : Monitoring Skills, MS office.
Description :
Provided support to FAA.
Assisted clients with a custom web application that was designed to track and manage FAA resources.
Managed the workflow and escalation process to ensure timely resolution of reported issues.
Managed the ACD system and ticket system to receive and capture all requests reported to the service desk.
Monitored and captured data associated with the service desk to document resource levels and response times and trends.
Authored and updated documents and guides for various application troubleshooting.
Authored and implemented help desk procedures and processes.
Experience
10+ Years
Level
Senior
Education
GED
Service Desk Lead Resume
Objective : Service Desk Lead with 3 years of experience in Providing specific and detailed information about troubleshooting steps to resolve an issue in the Itrak, Remedy, or Service Now databases, and also Managing a service desk team of four.
Skills : Training Skills, Customer Service.
Description :
Handled incoming communication to the Help Desk via ACD calls, voice mail, and e-mail for over 15,000 users.
Resolved 45-65 out of 500-600 calls daily Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in the call center using a problem management database.
Served as a liaison between the customer and the software development team to resolved issues.
Provided problem solving skills for clinical applications before deployment through test and documentation review Research issues by collaborating with other internal resources when a solution is not readily available Follow up with customers to ensure that the service level agreements are being met and customer satisfaction is maintained Train helpdesk staff on operational procedures and troubleshooting techniques.
Escalated complex issues to service owners in a timely manner to minimize complaints and enhance the customer service experience.
Used Active Directory to reset passwords, unlock accounts, create folders on the network shared drive and grant folder permission in Organizational Units (OU).
Uploaded training documentation and Knowledge Articles in Microsoft Sharepoint, add users and grant view or edit permissions according to the Helpdesk analysts role.
Experience
2-5 Years
Level
Executive
Education
Master's In Business Administration
Service Desk Lead Resume
Summary : Obtain a Service Desk Lead position as a team player in a people-oriented organization where I can maximize my customer- service experience in a challenging environment to achieve the corporate goals.
Skills : Project Management, Leadership.
Description :
Supervised a team of 7 - 9 techs, supporting an advertising agency of 900, with multiple offices.
Coordinated day-to-day operations with in the service desk to ensure highest level of customer satisfaction and that SLAs are being met.
Audited security tasks and incidents to ensure that company policy and SOX compliancy was met.
Created user FAQ and training materials to enable users to quickly adapt and use unfamiliar technology and programs.
Project manager on multiple projects, including inventory system upgrade.
Used tracking system to log requests; monitors progress, tracks problem resolution, identifies patterns of failure, researches bug fixes and implements solutions; communicated with manager regarding unresolved problems.
Provided onsite assistance for users in emergency situations.
Experience
7-10 Years
Level
Management
Education
Business Administration
Service Desk Lead Resume
Summary : Highly qualified Service Desk Lead with experience in the industry. Enjoy creative problem solving and getting exposure to multiple projects, and I would excel in the collaborative environment on which your company prides itself.
Skills : Team Work, Management Skills.
Description :
Monitored phones and emails for trouble ticket issues.
Tracked and confirmed resolution of escalated incidents.
Created, assigned, worked, updated and resolved service desk trouble tickets - Created, updated and assigned CR's and DR's.
Created, updated and provided various reports to upper level management.
Trouble Ticket aging reports.
Multiple network status reports.
Attended weekly meetings with client and provided updates to upper level management.
Experience
7-10 Years
Level
Management
Education
G.E.D
Service Desk Lead Resume
Summary : Experienced Service Desk Lead professional with 23 years of industry experience primarily in IBM PC and IBM mainframe environments. Intelligent, inquisitive nature, and ability to break down complex processes into simple tasks, excellent design, development, detail-oriented and proven analytical skills, customer service, and interpersonal skills.
Skills : Interpersonal Skills, Multitasking.
Description :
Provided technical assistance to all VA TMS administrators and users using web-based Talent Management System (TMS) education training system.
Supported TMS Administrators / Domain managers on Varity of tasks including course issue, items, content, catalog, curricula, assignment profile, schedule offerings, reports, and profile maintenance.
Supported an in-house MS Access database (TEMPO) which tracks all VA educational training.
Advised Admin / users on IT help desk related matters.
Assisted all user login, system configuration, course, and certification issues.
Responded nationally to all VA employees training and IT issues via the Unicenter Service Desk / CA CMDB Web Client ticketing system.
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