Service Desk Team Lead Resume Samples

A Service Desk Team Lead is responsible for managing and operating the service desk. A well-written Service Desk Team Lead Resume describes the following tasks – ensuring customer’s requirements are met; providing leadership and mentorship to team members; leading incidents and requests; developing service desk process and workflows; providing on-call support; creating a healthy and safe environment; managing the service desk team and evaluating performance; recruiting and training help desk representatives; setting customer service standards; and providing customer feedback to the internal teams.

Apart from several years of work experience, the following skills are needed – hands-on experience with relevant software; solid technical background with the ability to provide clear and understandable instruction to a non-technical audience; team management skills; and a problem-solving attitude. A degree in computer science or IT is commonly seen on resumes.

Service Desk Team Lead Resume example

Sr.Service Desk Team Lead Resume

Summary : obtain challenging position where professional growth can achieved providing opportunity to apply hands-on experience have gained through education and work experience.

Skills : Microsoft Office, Active Directory, Windows Xp, Windows 8, Windows 10, Management Skill, Customer Service.

Description :

    1. Supported over 6000+ Taco Bell locations in  United States.
    2. Remoteled troubleshot desktop, printer hardware, POS and software related issues.
    3. Provided support for technicians install equipment into store.
    4. Remoted operational support for Above Restaurant Leaders and Franchisees.
    5. Maintained records of daily data communication transactions, problems and remedial actions taken,  installation activities via Remedy.
    6. Refered major hardware  software problems , defective products to vendors  technicians for service.
    7. Troubleshoot multiple pieces of hardware devices running  Linux and Windows OS.
    8. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
    9. Perform data recoveries to crashed servers, registers, laptops, and CPU's.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
Diploma In General Studies


Jr.Service Desk Team Lead Resume

Objective : experienced IT Professional with over 10 years of customer and client facing technical support experience corporate environments. detailed oriented; possess exceptional customer facing , interpersonal skills accompanied expert analytical hardware, software, network troubleshooting abilities.

Skills : IBM SPSS, Data Analysis, Research, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Customer Service, Computer Troubleshooting.

Description :

    1. 6 month contract) Mentored new hires on helpdesk support tools and practices Perform agent coaching and call monitoring.
    2. Prepared and present agent statistic reports reviews.
    3. Monitored agent schedule adherence ACD state adherence and productivity Respond to end users request and issues via E-Mail, Voicemail, and incoming phone calls.
    4. Tracked ongoing issues using proprietary request tracking software.
    5. Coordinated projects with Telephony and desktop services teams.
    6. Managed/coordinate disposal of IT equipment.
    7. Managed/coordinate functions with outside vendors.
    8. Grant users access and permissions in active directory.
    9. Apply policies and restrictions using active directory.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Computer Science


Asst.Service Desk Team Lead Resume

Objective : For just over 8 years, have provided IT support and customer service to SAIC's government contracts. Prior working for SAIC, spent 1 year performing system administration duties for medical office.

Skills : Microsoft Office, Windows, Active Directory, Microsoft Outlook, Lotus Notes, IOS, VPN, Remedy, Service Now, TCP/IP.

Description :

    1. Promoted to Team Lead group  directs and manages 50 Service Desk Analysts.
    2. Serviced Desk supported North & South America for  global business client.
    3. Worked with and engaged: Incident Management, Problem Management, SACM, and Service Providers supporting  global business client.
    4. Headed of Training , Service Desk Account Produced training presentations, documents and learning aides for team.
    5. Arranged and conducted onboarding, refresher training, and service introductions for team.
    6. Trained service desk agents in ticket handling processes and case documentation.
    7. Trained and coached L1 agents in customer service, technical troubleshooting, and ticket handling.
    8. Head of Customer Escalation Process (Americas region) Led weekly meetings with service providers to discuss active escalated tickets.
    9. Generated reports and tracked escalations for continuous improvement.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
General Science

Associate.Service Desk Team Lead Resume

Objective : Create and work internal tickets and vendor tickets for Hardware/Software issues, escalate when necessary. Communicate with Application, DB, and SA groups consistently while implementing Hardware/Software changes part of Change Management activities. Change Management coordination. Participated Server and Software changes , upgrades, including patching.

Skills : Network Administrator, IT Technician, Software Testing, Website Testing, Graphic Design,Web Design Computer Maintenance & Troubleshooting, Excellent multi-tasker, SQL Servers, MySQL database, Proficient with many software platforms and operating systems, Excellent communication .

Description :

    1. Managed  team of nine individuals, including scheduling work assignments, approving,scheduling time off from work, ensuring that all job functions are covered and that team is working effectively.
    2. Crisised incident management of highly critical events that have  potential of major financial or reputation impacts to Visa, Inc.
    3. Provided L1 technical support for Visa Inc.'s corporate and commercial system, applications globally, with 300 tickets a week, following documented support procedures  meet established service levels.
    4. Communicated effectively throughout  incident management process to ensure that all communications are timely and accurate.
    5. Tracked and update all incidents in incident management system, ensuring that documentation  thorough, accurate and meets ticket quality standards.
    6. Liaisons with L2 support groups in resolution  incidents.
    7. Supported project schedules and changes.
    8. Analyze and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
    9. Assess accurately, and within pre-defined time periods, the impact of a critical/major system/application outage.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education

Service Desk Team Lead III Resume

Objective : Create and work internal tickets and vendor tickets for Hardware/Software issues and escalate when necessary. Communicate with Application, DB, and SA groups consistently while implementing Hardware/Software changes. Incident management for problems with critical systems until resolution. Good working knowledge of UNIX, Linux, Solaris, AIX, and Windows Server operating systems.

Skills : Microsoft Office, Windows, Active Directory, Microsoft Outlook, Lotus Notes.

Description :

    1. Manage a team of nine individuals, including scheduling work assignments, approving and scheduling time off from work, ensuring that all job functions are covered and that the team is working effectively.
    2. Provide L1 technical support for Visa Inc.'s corporate and commercial systems and applications globally, following documented support procedures to meet established service levels.
    3. Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate.
    4. Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
    5. Liaisons with L2 support groups in the resolution of incidents.
    6. Support project schedules and changes.
    7. Analyze and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
    8. Participate in the management of highly critical events that may have the potential of major financial and/or reputation impacts to Visa, Inc.
    9. Assess accurately, and within pre-defined time periods, the impact of a critical/major system/application outage.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Diploma

Service Desk Team Lead II Resume

Objective : work in position where can utilize skills and experience to help company succeed and foster own expertise to become integral part of organization.

Skills : .

Description :

    1. 03/01/2009 - 06/01/2010 Point of escalation contact for  Service Desk Agents with issues they were not able to resolve.
    2. Monitored agents through CMS,  real time management system.
    3. Dataed collection, organization, and  posting of  team's statistics.
    4. Provided  agents with assistance in clearing print queues, moving mailboxes to other exchange servers, providing FSM (File Server Management) for agents and customers with profile issues, and worked on  BES servers to assist with Blackberry issues.
    5. TDY to Remote Desktop Management to assist with ticket operations.
    6. Requested and handled the coordination of training for  advancement of agents.
    7. Coached agents on customer service and adherence to work instructions.
    8. Called customers back on open tickets with the Service Desk to provide a resolution for them.
    9. Took inbound phone calls from customers and created tickets to troubleshoot and resolve issues with their computer hardware, computer software, the network, their accounts, blackberry accounts / hardware, and printer issues for the Navy/Marine Corp Intranet (NMCI).
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Associate Of Applied Science In Computer And Electronic Engineering

Service Desk Team Lead I Resume

Summary : Talented , dependable IT professional, well skilled and knowledgeable aspects of Windows System Administration and SQL DBA.

Skills : SQL, System Administration.

Description :

    1. Provided support and assistance to Temple-Inland end users and Agents.
    2. Responsibled to train and mentor new hires.
    3. Implemented new service processes  enhance productivity.
    4. Created and maintaining KB articles.
    5. Ensured that we meet our current SLA obligations.
    6. Assisted resolver groups with ITIL projects.
    7. Serviced Desk Agent Provide support to 20k Temple-Inland end users for IT related problems such as Windows OS, Mac OS, MS Office.
    8. Assist with Hardware and Software Purchase/Download.
    9. Password reset, Enabling/disabling accounts in Quest/AD Support applications such as VPN, RSA, Citrix, Sprint MIFI, BES, Putty, JDE, and Kiwi Monitor Network outages with Sprint Compass MPLS.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
Associate In Electronics Technology

lead Service Desk Team Lead Resume

Objective : almost 20 years experience both Service Desk and desktop support roles, and love solving computer problems using analytical skills. philosophy that you cannot solve problem until you know what EXACT problem is, so ask lot of questions and actively listen to person in order to determine root cause of problem before start trying to solve problem.

Skills : IT Management, Marketing, ITIL, Network Administration, It Service Management, It Project Management, Communications, Presentation , Management, Leadership , Training & Development.

Description :

    1. Maintained operational control of Service Desk team.
    2. Ensured technicians were meeting or exceeding service expectations.
    3. Provided feedback to staff on operations.
    4. Created and maintained daily reports.
    5. Worked escalated service tickets (Level II-III) that included Office 365 management/migration, computer imaging, server administration, software licensing, SharePoint administration, customer access, and software/hardware problems.
    6. Traveled to client sites to provide desktop support services.
    7. Ensured customer needs and expectations were met or exceeded.
    8. Provided on-call emergency support.
    9. Performed network troubleshooting and coordinated replacement equipment/upgrades in multiple environments.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
M.S. In Marketing And Communications

Service Desk Team Lead Resume

Summary : Over 11 years of extensive IT desktop and customer support experience in both federal and commercial environment. This included supervision , management of personnel on help desk that supported over 15,000 clients.

Skills : .

Description :

    1. Provided Level II support for all open tickets and requests that are escalated , assigned from Lead IT Technicians.
    2. Troubleshoot hardware and software problems related to desktop computers, including print servers, printers, PDAs, video conference systems, projectors, and peripherals (removable media, scanners, etc.).
    3. Installed and configure Avaya, Nortel, and Cisco phone systems.
    4. Installed, configure, troubleshoot applications for Office 365/2010 and 2007.
    5. Used Microsoft Exchange Management Console and active directory  create user accounts, reset passwords,  create e-mail lists and security groups.
    6. Used Citrix application  clear log in sessions for company applications and administer remotely to users offsite.
    7. Recorded, track, and document  Help Desk request and problem-solving process, including all successful and unsuccessful decisions, actions, and resolutions.
    8. Set up conference room equipment, which includes polycom conference phones for both audio and visual.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
Master Of Business Administration In Business Administration