The job description of the service desk manager focuses on providing solutions to technical issues related to computer applications or electronic devices and systems. The role of these managers is crucial for the IT service department mainly as they execute a myriad of duties such as – enabling smooth running of the IT department, solving technical issues, managing the electronic devices, providing customer service, monitoring communications regularly, leading and supervising the team, recruiting and training the newly hired staff, conducting training program, managing schedules and monitoring team productivity.
The skills that are considered essential and to be listed in the Service Desk Manager Resume include – strong understanding of IT structure, familiarity with various tools like MS Office, IT systems, System management software, VoIP, interpersonal strategies and so on. In order to be considered for this position, candidates should hold a degree in the field of information systems management or computer science or the related.
Headline : Certified Integrative Nutrition Health Coach, and Dancing for Birth Instructor with 10 years of work, life and higher education experience in the areas of Mental health, Nutrition, Customer Service.
Skills : Management, Cashier, Auto Sales.
Supervised Service Desk & Spa Department Hire and Train service desk staff, in accordance with the company's high standards of Customer Service.
Managed and maintain staff schedules to ensure that shifts are covered.
Evaluated staff performance quarterly, to communicate strengths and areas for needed improvements.
Scheduled treatments and services for members and guests. Oversee Spa staff consisting of Massage therapists and Estheticians.
Great members with a Smile and our Undivided attention, in person and on the phone.
Worked as a team member to offer the most cohesive customer services to members and guests.
Communicated with Spa service staff regarding the maintenance of their tools and equipment.
Service Desk Manager II Resume
Headline : Extensive service desk and operations management experience for military and federal government. Extensive knowledge of telephone and remote desktop/user support procedures.
Skills : System Administration, Customer Service.
Serviced Desk manager for a small Service Desk with a medium customer base.
Created Standard Operating Procedures and Knowledgebase documentation.
Provided status reports to government partners and project dates/timelines.
Reported network outages and followed through with event management procedures.
Assist in multiple site consolidation efforts. Coordinate new site tracking and installation.
Responsible for the activities associated with the identification, prioritization, and resolution of reported issues and concerns.
Ensured that all phases of service desk support are coordinated, monitored, logged, tracked, and resolved appropriately.
Service Desk Manager/Representative Resume
Summary : Worked in a management position where ever have worked. Either a Service Desk Manager or a Warehouse Supervisor.
Skills : Communication Skills, MS-Office.
Managed a team of service desk analysts and network engineers.
Developed departmental policies, and Standard Operating Procedures including scheduling, attendance, time off request management, call and ticket handling.
Established performance goals, and analyst and department performance reporting.
Responsible for maintaining staffing levels which included interviewing, onboarding, and off-boarding employees.
Implemented and managed an analyst call quality program.
Assisted in the development of customer satisfaction surveys.
Established career path for Tier 1 analysts.
Associate Of Arts
Service Desk Manager I Resume
Objective : High-performing executive with over 13 years of IT operations experience. In-depth knowledge of IT support operations at all levels. Demonstrated proficiency in staffing, training and development.
Skills : Help Desk Professional, STI/HDI.
DC Created and executed a service improvement plan for a tier 1 and tier 2 single point of contact IT service desk.
Hired, coach and directly manage help desk analysts and lead service desk analysts.
Budget operations on a time and materials contract to accommodate a growing customer base.
Served as the Customer Relationship Manager between PSGS and DOT for all IT support.
Ensured SLO's/SLA's are met, and staffing levels are aligned to support.
Created SOP and established a knowledge base for tier 1 and tier 2.
Developed and implemented a disaster recovery plan for Service Desk.
Restructured processes to follow ITIL v3 Foundations standards.
Bachelors Of Science
Jr. Service Desk Manager Resume
Objective : Develop innovative and comprehensive solutions. Effective communicator with outstanding relationship-building and customer relations skills.
Skills : Management, MS-Office.
Assisted in hiring candidates, coached and mentored Service Desk teams of six.
Provided customer service for over guests a week on the clinic floor.
Identified and resolved all guest service issues. Orchestrated and maintained students' progress workbooks.
Managed finances of Service Desk and implemented strategies to maximize guest and sales volume.
Oversaw and amended all Service Desk operations and procedures.
Education Administrator Created the sales and service-oriented learning experience and learning centers for over 150 students.
Acted as the liaison between an education team of fifteen, the Sales Manager and school owners.
Service Desk Manager/Executive Resume
Headline : Offering a strong academic background in IT combined with excellent internship experience as a help desk analyst. Consistently recognized for completing tasks efficiently and accurately.
Skills : Project Management, ITIL, Operations.
Managed Service Desk personnel for all US locations. Involved in following Incident request and Change request using ITIL Workflow.
Efficiently performed regular event/incident detection and provided RCA reports on the same to the client.
Successfully handled all escalations from the team members as well as clients thereby creating a positive work environment to achieve business objectives.
Selected candidates by taking interviews and their assessment.
Successfully handled Shift management and timely roster submission for associates pick up-drop.
Responsible for keeping accurate hardware and software inventories.
Worked with other locations to develop a global Service Desk.
Service Desk Manager/Anlayst Resume
Objective : Company that provides challenge, growth and the opportunity contribute to its success. Service Desk Manager is responsible for the day-to-day operations of the service desk for a given product. This includes managing the support team, handling ticketing, and ensuring the technical infrastructure is in place to handle support requests.
Skills : Microsoft Office, Windows.
Maintained the Service Catalog in ServiceNow.
Analyzed metrics to identify trending, employed process changes and created automation to improve service delivery.
Worked with other IT Groups in the implementation of infrastructure changes and improvements affecting the end-user to increase.
Created policies, workflow changes, SLAs and documentation.
Specified hardware and software standardization and improved asset tracking.
Recruited, trained and mentored support teams with emphasis on customer service.
Ran the service desk and cashiered. New store and trained cashiers when needed.
Math & Science
Asst. Service Desk Manager Resume
Objective : Motivated customer service specialist with over 5 years retail experience in a fast-paced, team-based environment. Customer service representative excelling at customer satisfaction and retention.
Skills : Windows Xp, Team Leader, Power point, Word, Databases.
Scheduled staff shifts to cover peaks and lulls in customer inquiries. Trained staff on operating procedures and company services.
Provided accurate, specific and timely performance feedback for CSRs.
Identified individual development needs with appropriate training.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Updated customer orders from start to finish in an accurate and timely manner.
Effective liaison between customers and internal departments.
Lead Service Desk Manager Resume
Headline : A natural leader that makes decisions easily comes to conclusions quickly and then takes action. Provide influential leadership that improves performance and results.
Skills : Communication Skills, MS-Office.
Managed the day to day activities surrounding the UIS Service Desk which is composed of Full time and student analysts.
Developed employees to a high level of competency and prepared them for career advancement opportunities.
Interface with customers, clients, other teams and upper management.
Inspired a team provided the highest level of customer satisfaction.
Created and implemented Knowledge Document Base.
Facilitated team meetings to ensure effective communications and that all team members had the most current information available.
Generated supported hardware, software and application list.
Associate Service Desk Manager Resume
Summary : To be in a management position, where years of progressive experience can add value to a customer-focused team, benefit the company, and create an environment where people truly love coming to work.
Skills : ITIL, Service Management, IT Management.
Developed metrics and standards for the measurement of Call Center Support Specialists.
Responsible for client satisfaction and verification of business outcomes.
Lead, managed and developed the IT Service Desk team.
Applied ITIL principles while managing a structured, process-driven IT Service Desk.
Managed major incident escalation, notification, and resolution processes.
Assisted the Production Support team in managing Remedy tools including Help Desk, Change Management, Asset Management.
Directed desktop environment planning and procurement, SLAs, and other components.
Service Desk Manager Resume
Summary : Upbeat and flexible customer service with eight years experience in retail sales. Driven and results-focused professional seeking a customer service position in a fast-paced retail environment.
Skills : Management, MS-Office.
Responded to customer's questions and addressed problems and complaints in person and phone.
Set cashier schedules and monitored their performance.
Responsible for maintaining the funds the registers, this included counting the cash drawers and making the bank deposits.
Responsible for all transactions on the Western Union portal.
Educated customers on product and service offerings.
Offered exceptional customer service to differentiate and promote the company brand.
Tracked and paying invoices Created budgets and balanced revenue.