Help desk managers provide support and supervision to help desk workers so that they can provide customers with the best in IT services. This is a supervisory role, and help desk managers usually work in companies providing IT support to internal or external customers.
Help desk managers are required to possess a degree in Computer Science to be able to do justice to this position honestly. If you are planning to write or update your resume for help desk manager position, the following resume will help you by providing you with the information that you might want to replicate on your resume.
Help Desk Manager Resume Example
John Hopkins
721 Thomas Avenue – Baden, PA 84374
(999) 999-9999, Email
HELP DESK MANAGER
SUMMARY
Results-driven and highly motivated professional with 12+ years’ progressively responsible experience in IT Help Desk Management. Proven track record of maintaining, analyzing, and troubleshooting computers and peripherals. Known for finding the cause to provide permanent resolution of problems.
| CORE COMPETENCIES |
||
| ✓ Hardware/software support | ✓ Network designs | ✓ LAN/WAN Architecture |
| ✓ Budget management | ✓ System upgrades | ✓ Communication |
| ✓ Website management | ✓ Virus/Malware removal | ✓ Leadership |
RELATED EXPERTISE
• Highly skilled in overseeing the development, implementation, and administration of help desk policies
• Hands-on experience in documenting and maintaining a knowledge base of technical issues
• Demonstrated experience in managing a technical support team with strategic planning
• In-depth knowledge of evaluating tickets to determine trends and escalation paths
• Able to lead, motivate and train IT helpdesk team
SELECTED ACCOMPLISHMENTS
• Attained the Help Desk Manager position from IT Support Technician within six years
• Conducted workshops and training sessions on compliance with applicable Corporate and Divisional Policies
• Placed an interactive ticketing system that lets customers keep in track with the status of their complaint in an online environment
HELP DESK EXPERIENCE
Help Desk Manager
Intent Solutions – Baden, PA | 2013-2017
• Acted as the main point of contact for the help desk by coordinating tasks and events as required
• Processed requests to achieve targets
• Oversaw help desk personnel to maintain the quality of service provided
• Coordinated end-user training on new and existing systems
• Evaluated tickets and administered departmental change management
• Maintained logs of complaints and resolutions
• Provided direct customer care as and when necessary
IT Support Technician
Crye-Leike Realtors – Nashville, TN 2005-2013
• Troubleshoot hardware, software and network communication
• Installed new personal computer systems
• Managed and maintained tickets and work request queue
• Provided support to end-users for common applications including MS Office, Windows OS, and Lotus Notes
• Maintained hardware and software inventories
• Monitored client-side side anti-virus software
EDUCATION
University of Nashville – Nashville, TN
BS Computer Science – 2004