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 in order to be able to truly do justice to this position. 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 own resume.


Help Desk Manager Resume Example


John Hopkins

721 Thomas Avenue – Baden, PA 84374
(999) 999-9999, Email


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 root cause to provide permanent resolution of problems.

 ✔ Hardware/software support ✔ Network designs ✔ LAN/WAN Architecture
 ✔ Budget management ✔ System upgrades ✔ Communication
 ✔ Website management ✔ Virus/Malware removal ✔ Leadership


• 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 of 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

• Attained the Help Desk Manager position from IT Support Technician within 6 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 Manager | Intent Solutions – Baden, PA | Oct 2010 – Jan 2013

• 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 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 | Apr 2009 – Oct 2010

• 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 anti-virus software

University of Nashville – Nashville, TN
Bachelors of Computer Science – 2007