A Service Desk Supervisor supervises the day-to-day operations of the help desk and handles other escalated issues. A well-drafted Service Desk Supervisor Resume indicates the following tasks – creating and managing escalation procedures; ensuring service levels are well-maintained; documenting, tracking and monitoring problems; supporting the team members; suggesting improvements for processes; training and mentoring team members; liaising with vendors; installing and upgrading software and other requirements, and accessing software updates, and overseeing development and improvement process.
The most sought-after skills for the post include the following – progressive experience in a supervisory capacity; proven track record of developing and providing help desk deliverables; solid relationship management skills; the ability to conduct research and perform a wide range of tasks and exceptional customer service orientation. An associate’s degree with several years of experience is needed.
Serviced Desk Supervisor Created , designed Service Desk infrastructure into 3 groups.
Phone support, desktop support , desktop and application deployment.
Assigned, and directed work , established priorities; coordinated efforts expedite workflow , ensure work was completed in timely fashion and accordance with established policies , procedures stressing first call resolution.
Monitored productivity and quality, maintained optimal staffing at all times ensure that service level agreements were met as agreed upon.
Monitored performaed Service Desk's effectiveness and productivity.
Builted and motivated strong and cohesive team that was customer-focused and possessed the technical competence to deliver services that meet or exceed needs of organization.
Developed the team's effectiveness through coaching, communication, motivation and mentoring.
Attended end user meetings requesting feedback and suggestions to improve the team.
Monitored desktop support problems and resolutions to determine trouble trends.
Experience
2-5 Years
Level
Junior
Education
Credits Earned: 18
Sr.Service Desk Supervisor Resume
Headline : Exceptional Business Systems Analyst with combined experience system analysis, workflow management, E2E user acceptance testing, leadership.
Skills : Microsoft Word, Excel, and PowerPoint, Bancline, Western Union, Typing 70 WPM.
Description :
Responsibled for managing 16 Service Desk technicians all day-to-day operations supporting USDA.
Managed quality assurance for daily Remedy ticket resolutions and closure.
Drafted and maintain weekly tech schedule and back-up schedule.
Monitored Remedy ticket volume , assignments.
Provided coaching team members protocol , customer service objectives.
Managed multiple detail-orientated tasks.
Performed immediate analysis concerns and implement corrective actions to avoid reoccurrence.
Facilitate weekly TouchPoint meeting with staff.
Serves as an escalation point for technical and process improvement.
Experience
5-7 Years
Level
Executive
Education
Buisiness Administration
Jr. Service Desk Supervisor Resume
Headline : Service Desk Supervisor is responsible for providing customer service and technical support to the organization. This includes coordinating with the customer and resolving any issues that arise, following up to ensure resolution, and organizing customer feedback.
Managed Customer Service Representative (CSR) team.
Managed technical support staff (TTS).
Managed service desk workflow, including triaging incoming calls, escalations, resolutions, follow-ups and documentation.
Developed effective training programs for CSRs, TTSs and other employees in the organization.
Researched customer feedback.
Researched competitive products.
Provided recommendations for improvements in service delivery.
Experience
5-7 Years
Level
Executive
Education
Buisiness Administration
Asst.Service Desk Supervisor Resume
Objective : Highly qualified Service Desk Supervisor with experience in industry. Enjoy creative problem solving ,getting exposure multiple projects, would excel in collaborative environment on which your company prides itself.
Skills : Inventory Management, serve safe certified, basic computer . I also have great problem resolution , organizational , customer/family services, knowledge to work a basic register..
Description :
Promoted to fulfill Networking in-house functions, including installation, training employees, administering user understanding new equipment, and resolving network issues quickly for company where employees are measured by energy, effort, and passion they bring to their work.
Keyed Results: Innovated network solutions between administrators and developers resolving timely network issues.
Installed, maintained, resolved network problems keeping company servers reliant avoiding system outages.
Supervised in-house help desk managing team of 13 IT and sales force personnel.
educationed IT solutions keeping staff informed new networking solutions.
ROCKWELLED INTERNATIONAL - Salt Lake City, UT Engineers advancements in aircraft, space industry, both in defense-oriented ,commercial electronics.
Manufactured Systems Programmer Supervisor, Computer Operations Test/Production Supervisor, Team Leader Lead Technician Responsibilities included hiring, promoting, terminating personnel, setting schedules, inventory control.
Responsible for production test area and final sell table.
As team leader of the production group responsibilities included facilitator, leading schedule meetings, making final decisions and representing team in production review meetings.
Experience
2-5 Years
Level
Junior
Education
Associates In Business Management
Associate. Service Desk Supervisor Resume
Objective : Analytical, solutions and detail-focused professional with hands experience , proven background network and system administration, systems security, hardware and software installation, and technical support. Flexible and versatile; capable of adjusting rapidly new ,challenging situations working well independently meet time-sensitive deadlines within competitive work settings.
Skills : & Expertise: Routers, Security, Routing, Firewalls,.
Description :
Leaded , managed staff eight service desk analysts.
Playeded pivotal role one of three service desks of United States Army 54th Signal Battalion providing onsite and offsite user support via ITIL modeled virtual Service Desk.
Rendered strategic oversight and direction to ITILv3-modeled service desk supporting three United States Army bases in northern Kuwait with over 10,000 users and more than 4,000 computers across two separate domains both classified and non-classified information systems (IS).
Developed and adhered to all service desk standard operating procedures (SOPs) and other standards to be used across the battalion for customer service.
Functioned key member of Consolidation Team that combined service desks provide support multiple sites efficiently from centralized locations.
Supervised and trained personnel on new technologies as they arise and establish procedures for support.
Automated various tasks that are completed by the service desk through use of scripting.
Built and maintained servers utilized for Service Desk operations including remote patch management and web server.
Upgraded the troubleshooting process and provided solutions for subject matter expert's (SME) tiers above the support level.
Experience
2-5 Years
Level
Junior
Education
Bachelor Of Science
Service Desk Supervisor III Resume
Objective : Results-driven project-management professional with MBA, project management certification, and proven track record increasing productivity, quality, and customer satisfaction. Analytical problem-solver with demonstrative ability manage projects from planning through execution/completion under pressure fast-paced, time-sensitive environments.
Skills : Active Directory, UNIX, VPN, Autodesk Inventor, Autodesk AutoCad.
Description :
Managed team 20 Tier 1 and Tier 2 level Service Desk technicians in 24/7 ITIL based Service Desk environment providing IT support for Food Safety Inspection Service.
Ensured that requests were fulfilled with minimal delay and incidents were resolved with minimal business impact and followed up with proper problem management in environment with average of 6,000 contacts per month.
Assured that service level agreements answering 80% of calls within 2 minutes, 90% of calls within 5 minutes and 98% of calls within 10 minutes were met exceeded each month.
Assured that service level agreement resolving incidents within 24 hours was met ,exceeded each month.
Analyzed call trends and forecasting results determine appropriate technician coverage.
Developed monthly technician schedules, verified time sheet accuracy and maintained attendance ledger updates for 20 direct reports.
Trained, coached and mentored Service Desk technicians to prepare them for next step in their career path.
Created and maintained training manuals, policies and procedures that were both standardized and repeatable.
Focused on continual service Improvement in regards to existing policies and procedures in a fast paced and challenging environment.
Experience
2-5 Years
Level
Junior
Education
Business Administration
Service Desk Supervisor II Resume
Summary : Experienced Office Manager with 15 years proven administrative skills and achievements along with enthusiasm working with various projects and clients. Seeking large responsibility with organization where can demonstrate skills administration that can translated into professional growth , profitability for company.
Skills : Customer Service, General Office, Sales, Data Entry, Bud Trimmer.
Description :
Ensured that customers receive excellent customer service providing friendly environment which includes greeting , acknowledging every customer, maintaining exceptional standards and product knowledge.
Overseed cashiers and at start of each shift, count money cash drawers ensure that amounts are correct and that there is adequate change.
Provided fast, friendly, and accurate check out services for customers using computerized cash register systems.
Accurateled and efficiently complete all sales transactions and maintain proper cash and media accountabilities at Point Sale (POS) registers.
Scaned items and ensure pricing correct, weigh items sold weight in order to determine prices, take any coupons customer may have, validate checks with valid ID check.
Received payment cash, check, credit cards, vouchers, EBT, or automatic debits exchange for goods or services.
Issued receipts, refunds, credits, or change due to customers.
Process merchandise returns and exchanges.
Resolve customer complaints.
Experience
7-10 Years
Level
Management
Education
Licensed Pharmacy Technician
Service Desk Supervisor I Resume
Objective : Proactive, self-motivated , dynamic seeking Personal Injury Manager. Customer-focused Retail Sales Associate with solid understanding dynamics of retail industry with over four years retail experience in fast-paced environment, customer service, office work and comfortable juggling tasks best manage time and meet deadlines.
Skills : Microsoft Operating System, Microsoft Office, Human Resources Management, Data Entry, Press Operation.
Description :
Sending memos/email.
Maintained hours for all employees.
Maintained receipts and preparing weekly expense reports.
Organized meetings and appointments with clients and vendors.
Implemented system keeping track of weekly expenses.
implemented system to keep track of company's monthly gross income any profits.
Skilled Used Leadership.
Excellent organization and customer service skills.
Office management.
Experience
2-5 Years
Level
Junior
Education
Bachelor's In Marketing
Lead Service Desk Supervisor Resume
Headline : Managed projects using Microsoft Office 2007 in Word, Excel PowerPoint. Create programs to help employees in technical needs performing their jobs.. Establish central point of contact for all Technical Services using ITIL technology. Establish technical support team which work together single unit giving best support in serving company community. Willing to work 8 to 10 hours day - 2 to 3 days a week.
Skills : 35 Wpm, Interpersonal , Communication, Microsoft Word, Outlook, PowerPoint, Excel, Microsoft Access, And QuickBooks.
Description :
Managed staff of five Service Desk technicians in daily function of Help Desk.
Managed day- to-day operations of Service Desk.
Serviced Desk is central point of contact for IT department.
Managed Footprints ticket system.
footprinted systems house Applications, Web and Technical Support.
Footprinted systems house all projects, technical problems and services perform by IT department.
Supported consists New Hire/Temp/Transfer/Terms employees' activities, Service Desk technical , training activities, Purchasing and Invoices of hardware and software.
Manage Dacor Intranet web page Manage Software and Hardware roll outs (MS Office 2003 and MS Windows XP) Created and manage the Brown Bag Technical Training for all associates.
Technical training includes Microsoft Office, Footprints ticketing system, Windows XP and etc.
Experience
5-7 Years
Level
Executive
Education
SOFTWARE EDUCATION OF AMERICA
Service Desk Supervisor Resume
Objective : accomplished Customer Service and Healthcare Information Technology professional with extensive experience operations , project management, process improvement , policy development.
Skills : Medical Terminology Vitals Triage Patients Venipuncture EKG Injections Ear Irrigation CPR Certified- American Red Cross- Expires: July/2017 Laboratory Procedures Ishihara Test Snellen Chart Test Minor Surgical Procedures Billing & Coding.
Description :
Managed upwards sixty people on service Desk including all aspects of personnel development and administration.
Managed phone queues and workflow to ensure proper levels of customer service , Service Level Agreements were consistently met.
Chartered and developed processes and policies to discover new projects that would present additional call volume to Service Desk.
Managed knowledge base and training regimen ensure Service Desk analysts were able answer calls appropriately.
Designed and implemented Team Announcement process resulting paperless tracking required documentation and cleared audit finding.
Chartered Early Engagement Team processes and policies to discover new projects that would present new call volume to Service Desk resulting in shorter Mean Time To Restoration and better qualified technicians answering phones.
Developed relationships with Project Management Offices and other organizations that provided much more efficient channel of communication to discover new projects.
Introduced and set up the same processes for other departments in the organization helping them to provide better and more efficient service to their customer base.
SharePoint Site Collection Administrator for Service Desk and other departments which in turn provided more secure and appropriate document retention and distribution.
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