it service desk supervisor resume

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Help Desk Supervisor resume examples for 2024

IT help desk managers need a combination of hard and soft skills. According to Karin Casali, President at K Casali & Associates, "Most of the time, they're supervising people. They need to be able to write the job descriptions, interview, and interviewing, recruiting, and then they tend to be responsible for performance appraisals of their team. They also tend to be responsible for training their team."

Help Desk Supervisor resume example

How to format your help desk supervisor resume:.

• Tailor your job title to match the position you're applying for, ensure work experience highlights accomplishments rather than duties, and aim to fit your resume on one page, focusing on relevant achievements and metrics
• Supervise staff across multiple buildings, set up and maintain various devices, conduct performance appraisals, analyze data and performance metrics, provide technical assistance, manage corporate-wide computer help desk departments, and create statistical reports, all while ensuring quality, training, and accountability

Choose from 10+ customizable help desk supervisor resume templates

Choose from a variety of easy-to-use help desk supervisor resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your help desk supervisor resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Entry level help desk supervisor resume example

How to make a job-winning resume for help desk supervisors:.

• Make sure to include hard and soft skills for a help desk supervisor resume. The most common help desk supervisor resume skills are: customer service, technical support, operational procedures.
• If you're applying for an entry-level help desk supervisor position and you have no work experience, you can include relevant education, coursework, or valuable help desk supervisor certifications.

Professional help desk supervisor resume example

Resume tips to land the job:.

• Develop, implement, and enforce policies, procedures, and standards for help desk operations. Use platforms like Microsoft SharePoint for knowledge management. Set up and maintain hardware for staff and faculty in multiple buildings and campuses
• Use succinct bullet points and strong action verbs to highlight your key accomplishments, such as 'Grew help desk productivity by 20%' or 'Reduced average call response time by 15 seconds'. Provide technical assistance and support for incoming queries and issues related to computer systems and hardware/software support
• Lead and manage a help desk team by conducting performance appraisals, administering disciplinary action when necessary, providing training on operational procedures and troubleshooting techniques, and creating statistical reports and analyzing data and performance metrics for management review

Help Desk Supervisor resume format and sections

1. add contact information to your help desk supervisor resume.

Help Desk Supervisor Resume Contact Information Example # 1

Montgomery, AL 36043| 333-111-2222 | [email protected]

2. Add relevant education to your help desk supervisor resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Help Desk Supervisor Education

Help Desk Supervisor Resume Relevant Education Example # 1

Associate's Degree In Computer Science 2003 - 2005

University of Maryland - College Park College Park, MD

Help Desk Supervisor Resume Relevant Education Example # 2

High School Diploma 2012 - 2014

3. Next, create a help desk supervisor skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an help desk supervisor resume

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

The operational procedure means the prescriptive documents that describe processes involving several partners. The involved techniques get utilized in defining the related work.

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

A software application is any computer program developed and used by consumers, such as Microsoft's suite of products (Office, Excel, Word, PowerPoint, Outlook, etc.), Internet browsers such as Firefox, Safari, and Chrome, or browser add-ons that Defendant preinstalls or causes to be preinstalled onto a Covered Product. The software application is designed to help the user perform specific tasks - personal, educational, and business functions.

A trouble ticket is another term for a support/help ticket. At the point when a client or worker has an issue, they present a record, or ticket, to the IT group depicting their issue. The group records significant data on the ticket and uses it for correspondence between the client and the group.

Top Skills for a Help Desk Supervisor

• Customer Service , 10.0%
• Technical Support , 8.5%
• Operational Procedures , 8.4%
• Help Desk , 6.0%
• Other Skills , 67.1%

4. List your help desk supervisor experience

The most important part of any resume for a help desk supervisor is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of help desk supervisors" and "Managed a team of 6 help desk supervisors over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Assisted in the discovery and resolution of current and potential hardware issues.
• Maintained print server and printers for entire site.
• Started in a temporary position at the Salvation Army Headquarters in Atlanta.
• Allied Technical Data (Toyota Financial Services) - Staged, setup, and deployed 65 Dell desktops for new workstations.
• Maintained desktops, laptops, and servers for several K-12 schools totaling around 500 machines, both Mac and Windows-based.
• Performed repairs on Hewlett Packard, Compaq, Packard Bell, NEC, Toshiba and Apple computers, desktops and laptops.
• Performed software OS and application upgrades as necessary
• Obtained CompTIA+ and Microsoft Certified Professional certifications, as well as Toshiba and IBM factory warranty repair technician certifications.
• Worked on Windows 98, ME, 2000, and XP operating systems, repairing and diagnosing software related issues.
• Applied internal and external hardware devices to enhance computer performance and storage capabilities.
• Installed images using Windows Deployment Server.
• Enabled RDP on these machines.
• Configured static IP addresses for printers to ensure user connectivity, maintained print queues.
• Migrated MS Outlook (2007 to 2010) as well as Windows XP to 7 during workstation upgrade deployments.
• Reimaged PCs using Symantec Ghost.
• Provided user orientation of new and upgraded hardware/software packages, keeping management abreast with updated technology
• Installed new PCs for Cingular Wireless call center rollout Imaged PCs for call center using Norton Ghost
• Collaborated with overseas affiliate to provide efficient network and hardware troubleshooting/diagnostics.
• Provided problem resolution for all hardware and software elements of data communication network and ensured the availability of the data network.

5. Highlight help desk supervisor certifications on your resume

Specific help desk supervisor certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your help desk supervisor resume:

• IT Information Library Foundations Certification (ITIL)
• Security 5 Certification
• Certified Information Technology Professional (CITP)

6. Finally, add an help desk supervisor resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your help desk supervisor resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

And if you're looking for a Help Desk Supervisor job, here are five employers hiring now:

• Citi Jobs (12)
• DXC Technology Jobs (13)
• JPMorgan Chase & Co. Jobs (8)
• Unisys Jobs (7)
• AT&T Jobs (8)

Common help desk supervisor resume skills

• Customer Service
• Technical Support
• Operational Procedures
• Desk Support
• Level Agreements
• Problem Resolution
• Troubleshoot
• Computer System
• Customer Support
• Statistical Reports
• Software Applications
• Trouble Tickets
• Technical Assistance
• User Accounts
• Performance Appraisals
• Mobile Device Management
• Performance Reviews
• Technical Issues
• Software Issues
• Technical Problems
• Level Support
• Network Connectivity
• Direct Reports
• Performance Evaluations
• Support Issues
• Customer Complaints
• Phone Support
• Customer Issues
• Trouble Calls
• Call Handling
• Training Materials
• Network Troubleshooting
• Call Tracking
• User Community

Entry level help desk supervisor resume templates

Professional help desk supervisor resume templates

Help Desk Supervisor Jobs

Links to help optimize your help desk supervisor resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Updated March 14, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Help Desk Supervisor Related Careers

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Help Desk Supervisor Related Jobs

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• Help Desk Supervisor
• Help Desk Supervisor Resume

Browse computer and mathematical jobs

• • Managed a team of 8 service desk analysts to deliver high-quality customer service to 500+ users
• • Improved SLA performance by 15% through effective management of team's KPIs
• • Developed and delivered technical training to team resulting in improved first-time resolution rate by 20%
• • Reduced team's backlog of tickets by 30% through effective time management and prioritization
• • Maintained strong working relationships with internal and external stakeholders
• • Managed a team of 12 service desk analysts to deliver high-quality customer service to 800+ users
• • Improved first-time resolution rate by 25% through effective management of team's KPIs
• • Reduced customer complaints by 40% through proactive communication and issue resolution
• • Developed and implemented ITIL-based processes resulting in improved service delivery
• • Conducted regular team meetings and performance reviews resulting in improved team morale and motivation
• • Supervised a team of 6 service desk analysts to deliver high-quality customer service to 300+ users
• • Improved first-time resolution rate by 20% through effective coaching and training
• • Implemented new ticketing system resulting in improved ticket management and reporting
• • Collaborated with other teams to identify and resolve recurring issues resulting in improved customer satisfaction
• • Provided regular feedback and coaching to team members resulting in improved performance

5 Service Desk Manager Resume Examples & Guide for 2024

Customize this resume with ease using our seamless online resume builder.

All resume examples in this guide

Traditional

Resume Guide

Things to remember when writing your service desk manager experience section, the best way to write your service desk manager resume’s skills section, service desk manager resume header: tips, red flags, and best practices, writing a strong service desk manager resume summary, adding education, courses, and certifications to your service desk manager resume, the best format for your service desk manager resume, other sections to include in your resume, creating a memorable service desk manager resume, what makes a great service desk manager resume: key takeaways.

INDUSTRY STATS

According to the U.S. Bureau of Labor Statistics, Service Desk Manager positions are at a 11% growth rate, which is faster than average. With that said, there are currently 482,000 jobs in the market right now. The total number of jobs is expected to increase by 52,700 to 534,700 in the period of 2020-30.

What’s more, the median annual wage for the Service Desk Manager jobs was $151,150 in May 2020. The lowest 10% earned less than $90,430 , and the highest 10% more than $208,000 .

Our conclusion? The Service Desk Manager job market is wide open for candidates.

Top service desk manager sections that make the best resume

• Professional summary
• Experience (with numbers and results)
• Relevant skills
• Certifications

Service desk manager experience section checklist:

• Keep it short: use no more than 4-6 bullet points per position;
• Go for short, easy-to-read sentences to keep recruiters engaged;
• Focus on relevant job experience that will enhance your application;
• Describe your experience using the C-A-R (challenge, action, result) methodology;
• Ditch buzzwords and go for power words instead.

To illustrate it more clearly, we’ve collected some of the best experience section examples from real Service Desk Manager resumes. Check them out below!

• Leading a Global Service Desk team of 15 people located Sweden, Germany, Poland, China and US
• Forming and managing an Onsite Services (Local IT) virtual team of +50 indirect reports operating in +100 locations of DeLaval
• Transition, Program and Project management to initiate and lead internal improvements in order to meet strategic goals
• Optimizing the delivering processes within the team, improving quality, efficiency by setting short, mid and long-term goals
• Setting salary and budget routines and ongoing cost control, managing budget with regular cost follow-up
• Supervision of the team and Service Desk activities.
• Management of working practicesand processes to support the Service Desk.
• Monitoring and evaluation of KPIs indicators, defining activities to maintain objectives.
• Supervision of the team activities.
• Personnel Management (performances, absences, vacation planning).
• Coordination of external vendors and contractors.
• Support for EMEA and global sites.
• Business implementation through the Service Now platform and the ITIL framework.
• Definition of periodic reports on the KPIs status, on volume of processed tickets, and on management time.
• Elaboration of documents about the customer's network architecture.
• Management of 24 Hour Helpdesk
• Manage Service Level Agreements
• Customer Liaison
• Introduced new structure and working meathodology that directly improved morale and productivity.
• Improved First Time Fix rate to over 85% by implementing a Knowledge database.
• Introduced a software deployment tool reducing calls by 32%.
• Re-organized help desk staff workflow management system and coordinated staff/schedules
• Implemented productivity and service improvement plans
• Coordinated vendor purchasing and installation for A/V upgrades
• Managing a team of over 12 administrative & technical support staff
• Strengthening the IT infrastructure through to implementing new technologies. Performing routine audits of systems & software
• Manage the IT budgets and expenditure on hardware and software
• Developing & maintaining the company IT systems, Software and databases
• Recommending and implementing improvements and efficiencies
• Reporting to the IT director & chief executive
• Having excellent time management, confidentiality & communication skills. Having strong IT, Commercial, Planning & Budgeting skills
• Management of server software and associated backup routines
• Evaluate, test, advise, train & support IT related projects
• Procurement of IT hardware, software and maintenance products and services
• Responsible for the recruitment and training of new staff
• Writing documentation for IT procedures, security and disaster recovery
• Maintaining documentation of changes regarding users, functions & systems
• Managing the internal & hosted network infrastructure including servers, switches and telephony
• Travelling to client sites to help with installs, deployment and troubleshooting. Managing of the daily data backup&retrieval scheme
• Installing and operating Windows desktop and server operating systems. TCP/IP networking and hardware maintenance and repair
• Assistance with training of staff and compiling procedural documentation; Training new employees
• Assisting the network manager with support requests
• Ensure computer hardware is safe & complies with health and safety legislation
• Applying patches in accordance with company procedures
• Windows 2008; 2000; SBS; XP; NT; WIN '98; Administration of Network. Installation and setup of workstations and servers
• Configuring print servers; RAS - Remote Access Service
• Administrative and installation
• Modem setup and dial-up installation ; Backup administration
• Hardware & Software auditing. Exchange administration 2000; V5.5
• Microsoft Windows '98; Windows 2000; Windows XP Home; Windows XP; Vista; Professional; Windows 2003 Server Standard Edition
• Installation and troubleshooting of all the above Microsoft software and Microsoft Office products
• Anti-virus packages; MacAfee Norton, Trend
• Bakup solutions and backup recovery
• Print Audit software installation; configuration and troubleshooting
• ADSL; Access Points and routers; configurations and troubleshooting
• Wireless configurations and installations on the following products
• Network cabling and installations; Server administration
• Cabletron routers maintenance configuration
• Remote tools - Dameware - Tight VNC - Team Viewr - MS Teams
• Lead mentoring, development and management of eight IT Support Analysts ensuring they're capable of performing on accountabilities that enable business outcomes and deliver on quality.
• Lead the assessment of team's capabilities on an ongoing basis to determine learning and skill requirements including identifying and coordinating appropriate training.
• Primary contact with office leadership for projects and continual service improvement.
• Global 24/7 responder for business impacting P1/P2 incidents.

Show off real numbers that display your accomplishments in past roles. Instead of listing out your responsibilities as Service Desk Manager, talk about the measurable impact you made to their business. Did you boost their revenue? Increase customer retention? Mention your proudest points on your resume.

Action verbs for your service desk manager resume

Recommended reads:

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Service Desk Manager resume: Skills section checklist

• Scan the job advert for keywords worth including in your resume;
• List both hard and transferable skills;
• Leave room for discussion: include some of your skills in other sections of your resume;
• Focus on skills that prove your expertise and leave the irrelevant ones behind.

Top skills for your service desk manager resume

Communication

Organisation

Analytical thinking

Creativity and innovation

Accountability

Flexibility

Eager to learn

Perseverance

Problem solving

resourcefulness

When describing your experience, don’t go too far from its terminology. Recruiters use ATS systems to filter resumes based on them having certain keywords, so make sure you use at least a few keywords mentioned in the job description.

Checklist for your service desk manager resume header

• Your name and surname in a legible and larger resume font
• The job title you’re applying for or your current job title as a subheading to your name
• Link to your portfolio or online profile, such as LinkedIn
• Address (City and State for the US; just your city for rest of the world)
• Email address
• Headshot (required or welcomed in the EU; not required and sometimes frowned upon in the US)

Stick to popular email providers such as Gmail or Outlook. And use these professional formats to create your username:

• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• How to Write A Resume Headline
• Are Photos On Your Resume Unprofessional? [Expert Advice]

Include a link to your portfolio in your Service Desk Manager resume header. Most companies will require that you include one in your resume, and even if they don’t, it’s an excellent opportunity to directly show them your proudest projects.

Service desk manager resume summary checklist:

• Mention your position and total years of experience in the field;
• Highlight 1-2 of your top achievements;
• Go for shorter sentences and keep them to the point – don’t include anything that doesn’t support your application;
• Add 2-4 keywords present in the job description.

Resume Summary Formula:

Read the job description carefully and understand what the hiring company is exactly looking for. After that, write your summary accordingly while highlighting your potential and ability to be the best at that job.

• How To Write An Effective Resume Profile (With Examples)

Education section tips and tricks:

• Add info about your highest degree level, incl. year of graduation, place of study, and degree subject;
• Mention some education-related awards you’ve received;
• Share a bit more about your certifications (if they are relevant);
• Entry-level applicants: Tailor your education section by including classes that are relevant to the position you’re applying for.

Top Certifications for your Service Desk Manager Resume

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Enhance Your Skills

IT Troubleshooting Skill and Process Management

Screen, Train and Develop (Troubleshooting Skills and Tools): A Manager's Guide To Building a Service Desk Team

• When You Should (And Not) Add Dean's List On Your Resume
• Can You Put GPA On A Resume? And What's Wrong With GPA Anyway?

There are dozens of certifications that you can claim as a Service Desk Manager. But, some are more effective than others. That’s why you mustn’t include every certificate other applicants might have. Try instead to earn and list a few of the difficult ones.

Choosing the right format for your resume might seem difficult, regardless of whether you’re a newbie or a master. In short, there are three basic resume formats for you to choose from:

• Reverse-chronological resume format ;
• Functional skills-based resume format ;
• Combination (or Hybrid) resume format .

The choice you make depends on your level of experience and the company you’re applying for.

The reverse-chronological resume format is great for you if you have at least 10 years of experience, no employment gaps, and are not looking for a career change. Here, you are expected to list all your previous jobs in a reverse-chronological format, starting from your most recent position and going back to the oldest one. It’s perfect for experienced individuals who are looking for a straightforward way to highlight their expertise.

The functional skills-based resume format, on the other hand, is great for recent graduates or professionals with large employment gaps. It focuses on skills and education, rather than experience. This makes it ideal for showing you’re the right fit without putting too much emphasis on your lack of (relevant) experience.

If you’re looking for something a bit more creative, go for the combination resume format. It’s a mix of the reverse-chronological and the functional skills-based formats, which makes it ideal for all types of applicants. What’s more, it’s considered modern and innovative, and isn’t this what you want your application to feel like anyway?

After choosing the right format for your Service Desk Manager resume, it’s time to perfect the layout and style .

• Go for traditional 1-inch resume margins ;
• Choose a simple resume font , sized 10-12p;
• Make sure that the length of your resume matches your applicant profile: try to fit in a one-page template ; two-page template are suitable only for candidates with over 10 years of experience.
• Save your resume in PDF to avoid issues around formatting and unauthorized editing.

Looking for more ways to make your application stand out? Read this article !

• Targeted Resume: 3-Step Process to Win Any Recruiter Over
• Resume Sections: Everything You Need to Know

Test your draft Service Desk Manager resume by sending it out to peers and mentors in your circles. Ask them to review it as if they are hiring you for a project and implement the feedback afterwards.

Depending on the type of company, your position, and your general desire to experiment and showcase your creative side, you might want to add some additional sections to your resume. Some examples include:

• Publications
• Hobbies and interests
• Language skills
• Volunteer work

You want your resume to put you in front of other candidates even when the competition is high, right? Right!

One of the easiest ways to do this is by adding a drop or two of creativity . You can choose a colorful and out-of-the-box template, or maybe even put a ‘what my typical days look like’ section at the bottom of your resume

It’s totally up to you. Just make sure to match the level of creativity to the industry, the position, and the company.

• Choose a resume layout that sends the right message across and fits your current career situation;
• Create a resume header that shows your desired job title, and easy to find contact numbers;
• Be specific about your experience, accomplishments and future goals in your summary;
• Feature detailed metrics and specific examples that show the impact you made in your previous roles when describing your experience;
• List soft skills backed by examples;
• Add all of your technical skills and certifications that you have and match the job description;
• Show off a dash of personality in your resume that will demonstrate your culture fit and the right mix of hard and soft skills.

Looking to build your own Service Desk Manager resume?

• Resume Examples

Santa Claus - the man who’s never changed his job

What did microsoft's marketing manager learn from enhancv, linkedin profile tips: how to create an impressive profile that gets noticed, resume without work experience: 6+ sections to demonstrate impact, how to write cold emails for job opportunities, how to answer the interview question, “why do you want to work here”.

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Service Desk Supervisor Resume Samples

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.

• Resume Samples
• Customer Service
• Service Desk Supervisor

Service Desk Supervisor Resume

Objective : Seeking Administrative position where can focus on building relationships and using experience administration in fulfilling career.

Skills : Leadership, Relationship Management, Project Management.

Description :

• 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.

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.

• 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.

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. 

Skills : <div>Teamwork skills, Interpersonal skills.</div>

• 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.

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..

• 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.

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 : &amp; Expertise: Routers, Security, Routing, Firewalls,.

• 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.

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.

• 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.

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.

• 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.

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.

• 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.

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.

• 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.

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.

• 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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Service Desk Manager Resume Examples

Are you looking to create an effective service desk manager resume that will get you an interview? Writing a resume can be a difficult and time-consuming process, but it doesn’t have to be. This blog post will provide you with a comprehensive guide to writing a service desk manager resume that will stand out from the competition. We will walk you through the essential components of a resume, provide helpful tips and tricks, and offer resume examples that you can use as a starting point. With the guidance of this blog post, you will be able to create a resume that effectively showcases your skills and experience and increases your chances of getting an interview.

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Service Desk Manager

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

Highly motivated, organized and detail- oriented Service Desk Manager with over 10 years of IT experience in a customer service environment. Adept in quickly resolving customer issues, developing and implementing new procedures and processes, and working collaboratively in a team- based environment. Proven track record of providing superior customer service while leading a team of service desk professionals. A skilled problem- solver with a commitment to excellence in customer service.

Core Skills :

• Service Desk Management
• Troubleshooting
• Client Relations
• System Administration
• Problem Solving
• Customer Service
• Network Infrastructure
• Process & Procedure Development
• Team Leadership
• Communication

Professional Experience :

IT Help Desk Manager ABC Company, Anytown, USA April 2016 – Present

• Manage day- to- day operations of the IT help desk for a fast- paced organization with over 200 employees.
• Oversee team of 5 service desk technicians, providing technical support, training, and guidance.
• Respond to customer inquiries and resolve technical issues in a timely and accurate manner.
• Create and implement processes and procedures to ensure timely resolution of customer issues.
• Develop and implement strategies to improve customer service, reduce response times, and increase customer satisfaction.
• Track, measure, and report on customer service metrics.
• Serve as primary point of contact for escalated customer issues.

IT Help Desk Technician XYZ Company, Anytown, USA July 2011 – March 2016

• Provided first and second- tier technical support to customers via telephone and email.
• Resolved customer inquiries and escalated issues as needed.
• Troubleshot hardware and software issues and configured, networked, and installed hardware and software.
• Monitored customer service queues and responded to customer inquiries in

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Service Desk Manager Resume with No Experience

Reliable and organized Service Desk Manager with no experience, skilled in resolving technical issues, managing IT operations and providing outstanding customer service. Highly knowledgeable in multiple software programs and adept at troubleshooting equipment and resolving technical issues. Excellent communication and organizational skills.

• Strong problem- solving skills
• Excellent communication and interpersonal skills
• Knowledge of IT operations, hardware and software
• Ability to prioritize tasks and manage time effectively
• Computer and technical troubleshooting

Responsibilities

• Manage IT operations and provide technical support.
• Ensure customer inquiries are answered and issues are resolved quickly and accurately.
• Install, maintain and troubleshoot hardware and software.
• Train and mentor junior service desk staff.
• Monitor operational performance and take corrective action.
• Develop and implement service desk policies, procedures and standards.

Experience 0 Years

Level Junior

Education Bachelor’s

Service Desk Manager Resume with 2 Years of Experience

I’m a Service Desk Manager with 2+ years of experience managing service desks and creating customer support plans. I have a track record of improving customers’ experiences and satisfaction, providing 24/7 support, and reducing customer wait times and overall IT costs. I’m also highly experienced in troubleshooting IT system problems, providing technical support and training, and documenting incident resolutions.

• Customer Service: Developed and implemented customer service policies and procedures, established service desk procedures and standards, and trained staff in customer service best practices.
• Technical Support: Provided technical support and troubleshooting for IT systems, documented system issues and resolutions, and supported customers with inquiries.
• Incident Management: Managed IT service desk incidents and requests, monitored service performance and service metrics, and participated in process improvement initiatives.
• Problem Solving: Resolved customer inquiries quickly and effectively, improved response times, and reduced service desk costs.

Responsibilities :

• Managed and monitored service desk performance and service metrics, such as response time, resolution time, and service availability.
• Responded to customer inquiries and requests and provided technical support and troubleshooting.
• Developed and implemented customer service policies and procedures and trained service desk staff in customer service best practices.
• Led process improvement initiatives, such as incident management, problem solving, and root cause analysis.
• Documented system issues and resolutions and provided feedback to customers regarding status updates.
• Improved response times and reduced service desk costs.

Experience 2+ Years

Service Desk Manager Resume with 5 Years of Experience

Service Desk Manager with 5+ years of experience leading and managing teams of service desk professionals in a fast- paced, customer- oriented environment. Experienced in managing daily operations, providing guidance and career development to teams, and developing customer service protocols and procedures. Proven track record in responding to and resolving customer inquiries in an efficient and timely manner, while providing superior customer service.

• Team Leadership and Management
• Customer Service Solutions
• Service Desk Reporting and Analysis
• IT Asset and Configuration Management
• Problem Solving and Troubleshooting
• Documentation and Process Mapping
• Vendor Management
• Staff Training and Development
• Developed and implemented customer service protocols and procedures to ensure prompt, quality resolution for customer inquiries.
• Led and managed a team of service desk professionals, providing guidance, development and career direction.
• Maintained accurate records of customer service interactions and resolutions.
• Provided quality service in a timely manner while ensuring customer satisfaction.
• Ensured service desk operations ran in accordance with established protocols and procedures.
• Developed and managed the service desk budget.
• Trained, mentored and supervised team members.
• Analyzed service desk performance metrics and implemented changes to improve customer service.
• Implemented process improvements and automation to streamline service desk operations.
• Managed IT asset and configuration management of all service desk systems.
• Developed and maintained relationships with vendors and external service providers.

Experience 5+ Years

Level Senior

Service Desk Manager Resume with 7 Years of Experience

With seven years of experience in the service desk management arena, I bring a range of technical, customer service and strategic management expertise to any team. My background includes managing IT service desks at small, medium, and large companies, where I was responsible for driving customer service initiatives, resolving complex technical problems, and overseeing day- to- day operations. I have a proven track record of staying up- to- date on the latest industry trends and technologies, and managing the development and implementation of new systems and processes.

• Proven experience managing IT service desks
• Strong understanding of customer service initiatives
• Exceptional problem solving and troubleshooting skills
• Effective communicator and team leader
• Knowledgeable in current industry trends and technology
• Experienced in developing and implementing new systems
• Skilled in overseeing daily operations
• Managing IT service desks for small, medium, and large companies
• Developing and implementing new systems and processes
• Taking ownership of customer service initiatives and resolving complex technical problems
• Overseeing day- to- day operations, including completing reports and analyzing performance metrics
• Training new team members on service desk procedures and processes
• Maintaining updated knowledge of industry trends and technologies

Experience 7+ Years

Service Desk Manager Resume with 10 Years of Experience

I am an experienced Service Desk Manager with ten years of IT experience in customer service and problem- solving. I have extensive knowledge of resolving technical issues and providing exceptional customer service. I have excellent communication and problem- solving skills and I am adept at creating and implementing service desk procedures to ensure customer satisfaction. I am also well- versed in troubleshooting and managing technical teams to ensure operational efficiency.

• Technical Support
• Problem- solving
• Team Management
• Supervise daily activities of the Service Desk team
• Monitor service desk performance and ensure customer satisfaction
• Establish and implement service desk procedures
• Manage and troubleshoot technical issues
• Provide technical assistance and training to customer service staff
• Develop and maintain accurate customer records
• Track and monitor customer feedback
• Create and implement system and service process improvements
• Train customer service staff on customer service strategies and techniques
• Ensure compliance with service desk policies and procedures
• Provide technical assistance and guidance to customers

Experience 10+ Years

Level Senior Manager

Education Master’s

Service Desk Manager Resume with 15 Years of Experience

A highly experienced Service Desk Manager with 15+ years of experience in managing service desks, overseeing customer support, and resolving complex customer service issues. Proven track record of providing excellent service and exceeding customer expectations, while maintaining in- depth knowledge of customer service processes, systems and procedures. Possesses excellent problem- solving and communication skills, with the ability to manage large and complex projects efficiently.

• Service Delivery
• Project Management
• Team Building
• Process Development
• Manage and oversee the service desk operations, ensuring that customer service is provided in a timely and professional manner.
• Establish service standards, policies and procedures for providing customer service.
• Develop and implement service strategies and plans that are aligned with the business objectives.
• Monitor team performance and ensure that quality customer service is provided.
• Provide technical guidance and support to the service desk staff.
• Ensure that customer inquiries and requests are responded to in a timely manner.
• Maintain in- depth knowledge of service desk operations and customer service processes.
• Identify areas for improvement, develop solutions and implement changes.
• Ensure that customer service staff adhere to established policies and procedures.
• Train and mentor service desk personnel.
• Ensure that customer service processes and procedures are followed.
• Maintain effective communication and relationships with customers.

Experience 15+ Years

Level Director

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What should be included in a Service Desk Manager resume?

The resume for a Service Desk Manager should be one that shows the employer how you can be an asset to their business. Here are some important items to include to make sure your resume stands out from the competition.

• Professional Summary: Summarize your experience and qualifications in a concise, engaging summary.
• Technical Skills: Include any technical certifications, qualifications, and experience that demonstrate your ability to manage a service desk.
• Project Management: Demonstrate any past project management experience you have relevant to the position, such as overseeing the implementation of a new IT system.
• Communication Skills: Show the employer your ability to effectively communicate with both external customers and internal team members.
• Interpersonal Skills: Highlight your ability to develop strong relationships with colleagues and customers.
• Time Management: Demonstrate your capacity to successfully manage time and prioritize tasks.
• Problem-Solving Skills: Show the employer your capacity for troubleshooting, analyzing information, and resolving issues quickly.
• Customer Service: Demonstrate any prior customer service experience you have that is relevant to the position.
• Leadership: Show the employer your capacity to lead a team of technicians, providing guidance and direction.

What is a good summary for a Service Desk Manager resume?

A service desk manager provides invaluable support to an organization’s customers and employees. They are responsible for supervising and leading a team of customer service representatives to ensure customer satisfaction. To be successful in this role, a service desk manager should have strong customer service, communication, and leadership skills.

A good summary for a Service Desk Manager resume should highlight the individual’s ability to lead and manage a team, as well as their experience with customer service and leadership. The summary should also include any technical skills the individual may possess, such as knowledge of software or hardware applications, as well as any certifications the individual may have. It should also demonstrate the individual’s ability to problem-solve and provide effective solutions to customer issues. The summary should convey the individual’s passion for customer service and their ability to remain organized and efficient in a demanding environment.

What is a good objective for a Service Desk Manager resume?

A Service Desk Manager is responsible for ensuring that the customer service and technical support teams provide exceptional support to customers. As such, it is important for Service Desk Managers to have a resume that highlights their qualifications and experience in customer service and technical support.

When writing an objective for a Service Desk Manager resume, there are a few key points to remember. Here are some tips for a strong objective statement:

• Highlight your customer service and technical support experience: As a Service Desk Manager, your primary responsibility is to ensure that customers receive top-notch customer service and technical support. To demonstrate your qualifications and experience in this area, make sure to include your experience in customer service and technical support.
• Emphasize your problem-solving and analytical skills: As a Service Desk Manager, you will be responsible for diagnosing and resolving customer issues. Make sure to emphasize your problem-solving and analytical skills in your objective statement, as these are essential to success in this role.
• Showcase your leadership abilities: As a Service Desk Manager, you will be responsible for leading your team to success. Be sure to mention your leadership abilities, such as your experience in managing teams and motivating staff.
• Demonstrate your commitment to excellence: Service Desk Managers must be committed to providing excellent customer service and technical support. Showcase your commitment to excellence in your objective statement.

By incorporating these points in your objective statement, you can create an effective resume that will help you stand out from the crowd and land the job you want.

How do you list Service Desk Manager skills on a resume?

When it comes to listing Service Desk Manager skills on your resume, it’s important to be specific and showcase the value you bring to the table. Here are some of the key skills you should include:

• Technical Support: Service Desk Managers should have a firm understanding of technical support and be able to provide technical assistance, troubleshooting, and problem resolution.
• Customer Service: Service Desk Managers must have excellent customer service skills, as they are the primary point of contact for customer-related issues.
• Analytical Thinking: Service Desk Managers must possess strong analytical skills and be able to analyze problems quickly and come up with creative solutions.
• Communication: Service Desk Managers must have excellent communication and interpersonal skills in order to effectively interact with both customers and team members.
• Project Management: Service Desk Managers must be able to manage projects and coordinate resources in order to ensure successful project completion.
• Problem Solving: Service Desk Managers must be able to identify possible problems and develop solutions to rectify them.
• Leadership: Service Desk Managers must be able to lead and motivate their teams in order to ensure optimal performance.
• Attention to Detail: Service Desk Managers must have a keen eye for detail and be able to identify potential issues before they become major problems.

What skills should I put on my resume for Service Desk Manager?

A Service Desk Manager is responsible for ensuring that customer service requests are handled in a timely and professional manner. As such, they must have a range of technical, organizational and communication skills. When preparing your resume for this role, you should ensure that you emphasize the following key skills:

• Technical Knowledge: Service Desk Managers must have a high level of technical knowledge and expertise in order to effectively manage service requests. This includes knowledge of IT systems, operations, hardware and software, as well as troubleshooting and problem-solving skills.
• Organizational Skills: Service Desk Managers must be highly organized and able to manage their time efficiently. This includes the ability to prioritize tasks, manage customer requests and delegate work to other team members.
• Communication Skills: The ability to listen and communicate effectively with customers is a key skill for this role. Service Desk Managers must be able to explain technical solutions in a clear and concise manner and provide excellent customer service.
• Leadership Skills: Service Desk Managers must also be able to lead and motivate their team. This includes the ability to provide guidance, give feedback and identify areas for improvement.
• Problem-Solving Skills: Service Desk Managers must be able to investigate and identify the causes of customer service issues and develop solutions. They must also be able to think proactively and find ways to prevent similar issues from occurring in the future.

By highlighting these key skills on your resume, you can demonstrate to prospective employers that you have the qualifications needed to be a successful Service Desk Manager.

Key takeaways for an Service Desk Manager resume

As a Service Desk Manager, you play a pivotal role in the IT department of an organization. Your goal is to ensure the smooth operation of IT systems and the service desk team. As you prepare to update your resume, there are a few key takeaways to keep in mind that will help you stand out from the competition.

First, highlight your technical skills. As a Service Desk Manager, you should be knowledgeable about a wide range of technologies, such as operating systems, hardware, software, and network systems. You should also have experience troubleshooting hardware and software-related problems. Showcase your technical abilities by listing your key skills and any certifications you have earned in the field.

Second, emphasize your leadership experience. As a Service Desk Manager, you will be responsible for leading a team of technical staff. You should be able to demonstrate strong team management and leadership abilities, such as the ability to delegate tasks and motivate staff. Highlight any supervisory experience you have on your resume, including any IT projects you have overseen.

Finally, showcase any customer service experience you have. As a Service Desk Manager, part of your job is to provide excellent customer service to internal customers. Highlight any customer service skills you have such as problem-solving, communication, and troubleshooting. Showcase any customer service experience you have, such as managing customer queries or responding to complaints.

By following these key takeaways, you can create a Service Desk Manager resume that will stand out from the competition. Showcase your technical skills, leadership abilities, and customer service experience to demonstrate your qualifications for the role.

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IT Service Desk Analyst Resume Examples: Proven To Get You Hired In 2024

IT Service Desk Analyst Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., it service desk analyst resume sample.

An IT service desk analyst provides technical support to end users. They also maintain software and hardware. These maintenance operations must be scheduled, and IT service desk analysts must notify users about downtime. You must be familiar with networking and documentation, so these are some skills you may want to mention in your resume.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your it service desk analyst resume in 2024,    indicate your achievements with metrics..

As an IT service desk analyst, you play a huge role in customer support and the organization’s computer health. Therefore, your job can positively impact day-to-day operations. You can mention those accomplishments and use metrics to illustrate their value in your resume.

   Emphasize your problem-solving skills.

IT service desk analysts must have strong logical thinking and problem-solving skills. You may encounter highly complex issues throughout your career, so it’s important to demonstrate that you are resilient and capable of facing challenges.

Technical Support Analyst Resume Sample

It support engineer resume sample, it help desk analyst resume sample.

• IT Service Desk Analyst Resume Tips

We spoke with hiring managers at companies like IBM, Accenture, and Dell to understand what they look for in IT service desk analyst resumes. The following tips will help you create a resume that stands out and gets you hired.

   Highlight your customer service skills

As an IT service desk analyst, your primary responsibility is to provide technical support to customers. Hiring managers want to see that you have strong customer service skills. Show this by:

• Resolved an average of 50 customer tickets per day while maintaining a 95% customer satisfaction rating
• Collaborated with cross-functional teams to troubleshoot complex technical issues and provide timely solutions to customers
• Trained 10 new hires on customer service best practices, resulting in a 20% increase in first-call resolution rates

Avoid simply listing 'customer service' as a skill without providing specific examples of how you've demonstrated it.

   Showcase your technical expertise

IT service desk analysts need to have a strong technical background to effectively troubleshoot issues. Highlight your technical skills by including:

• Proficient in Windows, macOS, and Linux operating systems
• Experienced in supporting Microsoft Office Suite, including troubleshooting Outlook email issues
• Certified in ITIL Foundation and CompTIA A+

Don't just list technical buzzwords. Provide context on how you've used these skills to solve problems.

Deployed and maintained Windows 10 on 500+ company devices, resulting in a 30% reduction in support tickets related to OS issues.

   Quantify your impact

Hiring managers love seeing measurable results on resumes. Quantify your achievements to show the impact you've made in previous roles.

• Resolved customer issues in a timely manner
• Handled a high volume of support tickets daily

Instead, quantify your impact like this:

• Maintained an average ticket resolution time of 30 minutes, 50% faster than the team average
• Handled an average of 80 support tickets per day, 25% more than the team average

Using numbers helps hiring managers understand the scale and impact of your work.

   Tailor your resume to the job description

Customize your resume for each job you apply to by using keywords from the job description. This shows hiring managers that you're a good fit for the specific role.

For example, if the job description mentions:

• Experience with Salesforce CRM
• Knowledge of ITIL best practices
• Excellent problem-solving skills

Make sure to include these skills on your resume, along with specific examples of how you've used them.

Implemented Salesforce CRM for the IT department, resulting in a 40% increase in customer satisfaction ratings by providing more personalized support.

   Include relevant projects and achievements

Highlight any projects or achievements that showcase your skills as an IT service desk analyst. This could include:

• Created a knowledge base of common technical issues and solutions, reducing ticket resolution time by 30%
• Developed and delivered training sessions on new software rollouts to 200+ employees
• Implemented a new ticketing system that improved team efficiency by 25%

Focus on projects that demonstrate your technical expertise, problem-solving skills, and ability to work collaboratively with others.

   Show your progression and leadership potential

Hiring managers want to see that you have the potential to grow and take on more responsibility. Show your progression by:

• Started as a Help Desk Technician and was promoted to Senior IT Service Desk Analyst within 2 years
• Mentored and trained 5 junior team members on technical support best practices
• Led a team of 3 analysts in implementing a new remote support process that reduced on-site visits by 50%

Highlighting your progression and leadership experience will make you stand out from other candidates and show that you have the potential to take on more senior roles in the future.

Skills For IT Service Desk Analyst Resumes

Here are examples of popular skills from IT Service Desk Analyst job descriptions that you can include on your resume.

• Computer Hardware Troubleshooting
• Service Desk
• Windows Server
• Software Installation
• Active Directory
• System Administration
• Computer Hardware
• Technical Support

Skills Word Cloud For IT Service Desk Analyst Resumes

This word cloud highlights the important keywords that appear on IT Service Desk Analyst job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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IT Service Desk Analyst Resumes

• Template #1: IT Service Desk Analyst
• Template #2: Technical Support Analyst
• Template #3: IT Support Engineer
• Template #4: IT Help Desk Analyst
• Skills for IT Service Desk Analyst Resumes
• Free IT Service Desk Analyst Resume Review
• Similar Service Desk Resume Templates
• Other Administrative Resumes
• IT Service Desk Analyst Interview Guide
• IT Service Desk Analyst Sample Cover Letters
• Service Desk - 2024 Resume Guide
• Alternative Careers to a Service Desk Analyst
• All Resumes
• Resume Action Verbs

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Service Desk Resume Sample

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Work Experience

• Understands service offerings in detail to aid in formulating and articulating new business opportunities to support internal and external customer’s strategic direction and growth
• First point of contact to provide technical support to incoming queries and issues related to computer systems, software and hardware
• Dealing 1st level issues and some more complex level 2 issues
• Monitor ticket queues and escalation of calls to other I.T support members to resolve outstanding and high priority cases
• Identify recurring problems and inform management
• Deployment of new PC's, laptops, software and peripheral equipment
• Log all incidents on our IT Helpdesk Software Tool and continuously update the in-built knowledge base
• Supervise a team of app. 3-7 Service Desk Technicians (Level 1 and 2 )
• Use Cisco Command-Line Interface (CLI) in working with company’s CISCO-based devices
• Utilize available job aids, support tools and online documentation
• Provides telephone customer support for incoming and follow up calls used for initial troubleshooting
• Clearly document issues and solutions
• Learn quickly, be curious and unafraid to look into unknown systems
• Extensive and diverse experience of managing a multi-channel service desk function
• Strong experience defining, implementing and managing Service Desk SLA's
• Strong customer service and collaboration focus
• Excellent people leadership and proven ability to build and inspire high performing teams
• Participate in Internship Program activities in order to get a better grasp of the bank’s overall mission
• The MDA’s Integrated Service Desk (ISD) is the primary “first contact” POC for all MDA users requiring IT services
• Experience recording and publishing meeting minutes
• Average proficiency in Microsoft Word, PowerPoint, Excel, OneNote and Outlook
• Receive customer contacts by phone, email, service desk or web
• Interact with customers to record, categorize, prioritize and possibly close customer requests
• Determine issue supportability, transfer or escalate issues as necessary
• Resolve incidents and fulfill service requests that do not require logging into an application, web service or other system
• Keep customers updated on the resolution status of their issues and requests

Professional Skills

• Strong interpersonal, communication, and organizational skills. Communication skills require excellent written and verbal communication skills
• Excellent service ticket handling skills, Customer Service Skills and Excellent communication skills to all levels
• Possess excellent Customer Service attitude and good communication skill, excellent listening and problem solving skills
• Excellent communication skills including verbal, written, and listening skills
• Experience in digital advertising, customer management, Project management skills, Stakeholder management skills
• Demonstrate strong analytical and problem solving skills on workstation, client/server and business applications
• Exceptional interpersonal skills, with a focus on listening and questioningskills

How to write Service Desk Resume

Service Desk role is responsible for customer, interpersonal, technical, troubleshooting, analytical, organizational, english, training, listening, communications. To write great resume for service desk job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Service Desk Resume

The section contact information is important in your service desk resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Service Desk Resume

The section work experience is an essential part of your service desk resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous service desk responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service desk position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Service Desk resume experience can include:

• Experience with Apple hardware and iOS 4. Experience with Windows OS 2007 & 2010 Soft skills: Strong customer facing skills
• Demonstrated customer service and strong communication skills
• Demonstrate excellent verbal, written, and listening interpersonal communication skills
• Can demonstrate effective interactive skills and ability to work as part of a team
• Telephone Customer Service Skills and People skills
• Strong organizational, problem-solving and analytical skills, with the ability to manage multiple priorities

Education on a Service Desk Resume

Make sure to make education a priority on your service desk resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service desk experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Service Desk Resume

When listing skills on your service desk resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical service desk skills:

• Excellent verbal and written communications skills, strong interpersonal communication skills, problem solving and organizational skills
• Very good soft and people skills in terms of coordination, motivation, time management and effective verbal and written communication skills
• Strong analytical and ITSM reporting skills with prior experience
• Cooperate and have the interpersonal skills to work effectively as a team member
• Demonstrates strong problem solving skills and the ability thrive in a changing, fast paced environment
• Possess solid technical skills and experience supporting both Microsoft and Apple personal computing environments

List of Typical Experience For a Service Desk Resume

Experience for service desk specialist resume.

• Solid technical aptitude and demonstrated problem solving skills
• Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully
• Demonstrated strong interpersonal skills: telephone, customer service, conflict management, and
• Strong organizational & time management skills with good attention to detail
• Strong communication skills, problem-solving ability and detail- orientation
• Experience of effectively influencing senior managers, suppliers, peers and colleagues
• Strong interpersonal, verbal, written and listening communication skills
• Sound planning & organisational skills to handle the workload and to prioritise activities across the group of customers in a dynamic work environment
• Strong interpersonal, negotiation and influencing skills and the ability to communicate at all levels in both verbal and written communication

Experience For Service Desk Supervisor Resume

• Strong influencing skills to inspire trust and command the respect of both peers and management
• Strong Stakeholder and relationship management skills are essential
• Prioritize multiple tasks effectively and work independently with limited supervision, yet interact well within a team oriented environment
• Excellent organizational skills and the ability to work independently is required
• Strong organisational skills and the ability to manage a high volume workload
• Strong communication skills in English (verbal, written)
• Excellent troubleshooting skills in standard Microsoft Office applications
• Excellent communication skills, a positive phone presence and unwavering commitment to customer service are essential

Experience For Service Desk Agent Resume

• Excellent Interpersonal with the ability to communicate (both verbally and written) and interact effectively at all levels
• Troubleshooting skills, keen to learn through personal study and training (formal + on the job)
• Looking to develop their skillset in continually evolving company
• Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe, Apple, Google, etc)
• Resolving incidents efficiently and effectively
• Demonstrating ability to gain knowledge quickly and develop skills
• Helping other colleagues to develop IT and also soft-skills
• Strong experience troubleshooting, repairing, and supporting the following
• Proven experience troubleshooting and resolving Windows 7 &10, Microsoft Office 2016/365 issues. Including Microsoft Project and Microsoft Visio

Experience For IT Service Desk Specialist Resume

• Exchanges technical information with IBM customers using listening, questioning, and clarification skills
• Utilize reinforcing and corrective coaching skills to foster teamwork and open communication
• Logical processing and problem solving skills
• Phone skills; both making outbound follow up calls to customers and receiving inbound calls
• Maintain relevant skills and credits via internal support continuing training courses (SCTC)
• Proven experience troubleshooting and resolving Windows XP Professional, Windows 7, Microsoft Office 2007, Microsoft Office 2010 issues
• Proven experience in installing and maintaining IP/PBX systems
• Solid experience in developing and documenting processes, and procedures; particularly in a SLA driven environment

Experience For Service Desk Engineer Resume

• Basic networking skills including TCP/IP and the ability to configure network printers
• Basic troubleshooting skills; ability to deal with problems involving concrete variables in standardized situations
• Proven experience in contributing to or running Continuous Improvement Programs with customers or internal business units
• Proven experience in contributing to or managing a Knowledge Base
• Proven experience in training and/or coaching other technical staff members
• Provide the coaching, training, leadership and guidance to service desk analyst in order to grow their skills

Experience For Service Desk Team Lead Resume

• Experience managing KPIs to help gauge the effectiveness of various functions and processes important to achieving organizational goals
• Demonstrated experience implementing and managing quality assurance in a technical support environment
• Solid Microsoft environment knowledge Solid understanding of TCP/IP and networking principles
• Strong knowledge and experience in providing technical and non- technical support by handling inbound/outbound calls, via web tickets/emails
• Experience with Windows 7/10 OS and Exchange Console experience-creating profile emails, increasing mailbox sizes, etc

Experience For Service Desk Associate Resume

• Act professionally, working with users to effectively diagnose reported issues and providing solutions in a timely manner
• Proven working experience in providing over the phone and in person support
• Any coding/programming skills
• Phone support experience (ticketing system experience). Currently on HelpStar, moving to ServiceNow
• Basic technology troubleshooting skills for both hardware and software
• Demonstrated ability to organize and coordinate workload independently among constant deadlines and shifting priorities
• Organization skills and multi-tasking abilities

Experience For Service Desk Representative Resume

• Superior analytical and problem solving skills to make decisions, and discernment to consult with co-workers when needed to resolve issues
• Assess, identify and develop team skills by providing timely feedback on processes and standards in order to enhance the overall quality of support
• Exceptional problem solving and technical skills
• Demonstrate flexibility and ability to handle changing priorities
• Information Technology experience with experience in managing a sizeable IT Service Desk
• Proven experience on driving continuous improvement in service levels and quality
• Analyzes and corrects issues using documented procedures, available tools, and personal knowledge and skills
• Superior problem-solving skills and a unique combination of customer service, communication and technical abilities
• Able to perform multiple, technical tasks with a need to routinely upgrade skills to meet changing job conditions

Experience For Manager, Service Desk Resume

• Participate in training for Service Desk/Call Center best practices, customer service and communication skills
• Demonstrated experience in managing delivery to contracted commitments
• Communicate effectively via telephone, text messaging, email and documentation
• Superior customer facing skills
• Two to four years’ related experience and/or training; or equivalent combination of education and experience
• Communicate effectively and interact with both management and staff levels within the organization, including medical staff

Experience For Senior Service Desk Specialist Resume

• Intermediate to advanced Help Desk/ Service Desk troubleshooting skills for IT hardware, software and/or proprietary applications in an enterprise environment
• Strong knowledge of and/or experience supporting Windows and MS Office products
• Communicate effectively and interact with management and staff levels within the organization, including medical staff
• Customer management and relationship building skills
• Prior experience in manufacturing operational activities
• Excellent problem-solving, communication (verbal and written) and a strong customer-centric attitude
• Analyticaltrouble shooting skills, with technical support background

List of Typical Skills For a Service Desk Resume

Skills for service desk specialist resume.

• Demonstrated strong organization skills including the ability to work on multiple assignments concurrently and prioritize work effectively
• Excellent written and verbal communication skills with good working knowledge of both medical and technical terminology
• Excellent communication skills and good knowledge of English (spoken and written)
• Exceptional interpersonal, written and verbal communication skills, with the ability to create and effectively deliver presentations
• Strong organizational, problem-solving and analytical skills with the ability to manage multiple priorities required

Skills For Service Desk Supervisor Resume

• Communicate effectively with both skilled and unskilled Mac users (and a very small group of Windows VM/PC users)
• Communicate effectively with both skilled and unskilled Mac users (and a small group of Windows VM/PC users)
• Learn new skills and apply those skills in new, imaginative ways
• Demonstrated technical aptitude together with the ability to learn quickly and effectively prioritize multiple issues
• Strong drive to solve problem with good analytical and problem-solving skills

Skills For Service Desk Agent Resume

• Demonstrated strong written, verbal, and interpersonal communication skills resulting in the ability to work in a team environment
• Provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience
• Demonstrated ability to communicate clearly with customers, and strong interpersonal communication skills
• Focused on problem solving using effective troubleshooting and problem solving skills
• Demonstrated experience in effective communications such as running meetings, presenting to staff, knowledgebase articles, standard operating procedures etc
• Proven experience in orientating new employees into the business and making them effective in their new roles
• Excellent multi-tasking and problem solving skills with a high level of attention to detail
• Basic network troubleshooting skills and experience using remote access tools
• Logical thinking, good at problem solving, highly self-motivated, analytical skills

Skills For IT Service Desk Specialist Resume

• Demonstrated problem solving , troubleshooting and analytical skills
• Proven communication skills, specifically in the areas of active listening and open questioning
• Demonstrates world class interpersonal skills to communicate understanding, expectations, and resolution to foster a positive user relationship
• Good telephone skills in handling multiple telephone lines
• Exceptional verbal and written communication and interpersonal skills with an excellent understanding of English
• Excellent problem solving skills with a high level of attention to detail
• Multi task, prioritise and manage time effectively, ensuring tasks are completed within SLA
• Excellent customer service and listening skills with a polite, professional and friendly manner
• Strong people management, coaching and leadership skills

Skills For Service Desk Engineer Resume

• Good time management, organisational and communication skills
• Excellent communication (both written and verbal) and listening skills - required to contact the clients via e-mails or calls
• Effective English Communication skills, both written and oral
• Excellent Analysis, Interrogation, and Evaluation Skills
• Demonstrate organization and documentation skills
• Provide a operational and technical IT assistance to LM Wind Power employees in order to enable to operate more effectively and efficiently
• Strong written and verbal communication skills to convey information accurately

Skills For Service Desk Team Lead Resume

• Excellent interpersonal skills, accuracy and attention to detail
• Excellent communication skills in French and English (oral and written)
• Effectively prioritise, estimate, plan and complete workload to meet deadlines
• Strong customer service skills, both in oral and written capacity
• Strong interpersonal communication skills and the ability to work across business functions
• Effectively prioritize in a fast paced, frequently changing environment while remaining detailed and organized
• Good interpersonal skills with a service and solution orientated approach
• Fluent verbal and written skills in English, with the proven ability to produce written reports and presentations to senior management

Skills For Service Desk Associate Resume

• Good inter-personal communication skills – able to explain issues to internal customers, programmers and follow instructions accurately
• Attention to detail, administration, and demonstrated organizational skills required
• Or prior supervisory experience and ability to demonstrate leading and developing a team
• Excellent customer service, verbal and written communication, interpersonal, organization, and crisis management skills
• Excellent analytical and trouble-shooting skills to document and resolve issues in a detailed, timely, and comprehensive manner
• Customer-first attitude and high performance driven with strong analytical and critical thinking skills
• Manages time effectively and according to priority

Skills For Service Desk Representative Resume

• Active Directory Troubleshooting skills/experience
• Outlook troubleshooting skills/experience
• Citrix troubleshooting skills/experience
• Strong customer service skills using multiple communication channels with customers and technicians
• Hands-on experience with contact center telephony technology: IVR, chat, CTI, skills based routing
• Customer focused with excellent interpersonal and communication skills, including written communications

Skills For Manager, Service Desk Resume

• Proven experience providing effective and professional communication
• Solid background in IT operations and service management, proven experience as a Service Desk manager supporting >40000 Users
• Very good English skills (verbal and in writing)
• Demonstrate ability to quickly and effectively absorb and apply knowledge in a rapidly changing IT environment
• · Strong problem solving and research skills
• Provide support over the phone; good phone skills, professional demeanor
• Any prior job with customer service skills
• Proven experience in SAP system or similar program, very good knowledge of MS Office
• Service oriented, customer focused with good customer service skills

Skills For Senior Service Desk Specialist Resume

• Excellent communication and interpersonal skills gained in a customer service environment
• Friendly, empathic presence and helpful attitude; good interpersonal skills and ability to communicate complex technical concepts
• Excellent attention to detail and follow-up skills to ensure that issues are resolved
• Proven customer satisfaction/service skills and customer service mentality
• Good skills with Windows XP, 7 and MS Office 2010 applications
• Using advanced IT Knowledge, tools and problem solving skills, determine, diagnose and solve computer-related issues
• Typing and PC skills, understanding of network protocols

List of Typical Responsibilities For a Service Desk Resume

Responsibilities for service desk specialist resume.

• Interpersonal Skills – ability to notice, interpret and anticipate others concerns and feelings, and to communicate this effectively
• Possess strong analytical troubleshooting skills coupled with a strong sense of urgency
• Analytical skills (ability to analyze and synthesize), team-player, manages time and workload effectively
• Strong project management knowledge / excellent analytical, technical & diagnostic skills
• Service orientated, customer focused with good customer service skills
• Excellent customer service, telephone, oral and written skills

Responsibilities For Service Desk Supervisor Resume

• Strong verbal and written English and region specific language skills
• Excellent communication and hospitality skills required
• Strong analysis and management skills
• Demonstrated ability to effectively communicate, independently analyze and weigh the risks verses benefits in decision and recommendations
• Demonstrated history of successful organization and time management skills

Responsibilities For Service Desk Agent Resume

• Good interpersonal & customer service skills
• ExcellentEnglish language skills both verbal & written
• Working knowledge and basic router, switch, firewall, and wireless LAN troubleshooting skills
• Use questioning skills to easily explore customer needs and concerns while recognizing buying signals
• Exceptional customer service, listening, and problem solving skills
• Strong understanding of Service Desk systems and processes with experience using BMC Remedy and Microsoft System Center (SC) Suite

Responsibilities For IT Service Desk Specialist Resume

• Lead teams effectively through structured coaching and delivering by example
• Great customer service/communication skills- The are looking for someone who enjoys being on the phone with end users rather than email
• Well developed hardware troubleshooting skills in a managed computing environment (e.g. Active Directory)
• Demonstrates competence in prioritizing user issues and resolving within Hospital defined Service Level Agreements (SLAs)
• Proven experience using Microsoft Excel spreadsheets
• 24 X 7 helpdesk support, monitor and respond quickly and effectively to requests and incidents received to IT helpdesk over call and ticketing system
• Demonstrated experience and expertise in computer and IT troubleshooting and support
• Provide exemplary customer handling skills to warm transfer the inquiry to the right area for support
• Work with senior staff members on more difficult issues to improve troubleshooting skills

Responsibilities For Service Desk Engineer Resume

• Utilize outstanding written and verbal communication skills to establish rapport
• Uses problem solving skills to troubleshoot problems or situations and thinks abstractly to solve them
• Demonstrated experiences with Wide Area Network troubleshooting, vendor escalations, and trouble ticket management
• Coordinates with other IT management to expedite the handling of urgent trouble reports and document problem resolution to build a skills knowledge database
• Effectively work with corporate, international, and/or field based information technology staff to ensure a stable working environment
• Proficient in verbal communication, writing, time management, organizational and presentation skills
• Two or more years of experience in an IT service desk capacity including experience with problem analysis resolution, escalation and follow-up
• Experience demonstrating a memorable customer experience

Responsibilities For Service Desk Team Lead Resume

• Demonstrates a good logical approach to problem solving
• Prior experience supporting Macintosh and Apple devices
• Adaptive leadership skills able to meet the needs of a diverse team covering multiple locations
• Positive, professional image with great client facing skills
• Basic key board and typing skills
• Proven ability to pay strong attention to detail·
• Language Skills: English & Italian
• Proven experience troubleshooting and resolving Windows 10, Microsoft Office 2010/2013 issues. Including Microsoft Project and Microsoft Visio

Responsibilities For Service Desk Associate Resume

• Maintain and develop own knowledge and skills to assist with first-time fault resolution
• Develops and delivers coaching plans that incorporate observations and level 2 performance trends to enhance team skills
• Help Desk experience doing remote support or 3+ years of Desk Side support experience
• Communicate professionally and effectively with users for follow-up when required
• Identify trends and effectively communicate (verbally and by written correspondence) with all levels of the organization regarding reported issues
• Work effectively with cross-functional departments
• Strong experience of leading a Service Desk in a large corporate environment within an ITIL framework organisation

Responsibilities For Service Desk Representative Resume

• High levelFrench or German and upper-intermediate Englishlanguage skills
• High level French or German and upper-intermediate English language skills
• High level German and upper-intermediate English language skills
• Exercises professional written and verbal communication skills at all times
• Superior problem solving skills and a unique combination of customer service, communication and technical abilities
• Adapt to change and work effectively in a dynamic work environment
• Communicate effectively and tactfully with customers, employees, and peers, in English, both verbally and in written form
• Effectively triage incoming requests, including identification of appropriate routing for a service request
• Effectively support colleagues in Service Desk

Responsibilities For Manager, Service Desk Resume

• Advanced/Expert skills in MS Office, Excel and Powerpoint
• Understands established service level agreements, and effectively works to meet or exceed those standards
• Proficiency in written and verbal communications. Expert organizational skills
• Utilize technical skills, historical records, knowledgebase, and other available tools to analyze and diagnose customer issues
• Demonstrate qualities representative of A&F’s unique culture with a strong appreciation for customer service, inclusiveness, and a casual hospitality
• Serves the entire organization and works with all levels of management; therefore, professional written and verbal communication skills are essential

Responsibilities For Senior Service Desk Specialist Resume

• Diagnosing fault-related cases by effectively utilising software diagnostics and other network/product utility programs
• Technical support experience within a diverse user community, including at least one year of help desk experience
• Keyboard skills (typing, 10-key, alpha/numeric)
• Energetic quick learner with prior phone and in-person support experience
• Collaborate with a variety of personalities and skillsets
• Experience in a Microsoft Windows based enterprise environment with call center or service desk experience

Related to Service Desk Resume Samples

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IT Service Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the it service manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Member of Service Management continuous improvement project team, Service Management leadership team and Customer Service management team
• To own and manage the Change Management function; Major Incident Management function and the Problem Management function
• Assists the design of network infrastructure, plans, and designs. Performs capacity and resource analysis and planning
• Perform analysis and develops recommendations for continuous improvement opportunities
• Provide regular management reporting on IT activities, business projects and initiatives to the International IT Service Management lead
• Provide input into the development and improvement of processes and procedures for preventing, detecting and responding to malware threats
• Guide/Perform benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance
• Manage the staff of the service desk, including motivating them, hiring, training, termination, reviews and overall performance evaluations and training
• Responsible to develop, execute, manage and measure User Identity processes. Work with other IT areas such as Cybersecurity and IT Controls, to insure compliance
• HEAT IT Service Management – developer level
• Strive for continuous improvements of the incident management and service request processes as well as the integration of both with other IT operations management processes (problem, change, asset)
• Develop, manage, measure and report on key service-level metrics
• Responsible for managing IT Service Management processes, all associated tools and vendor relationships
• Direct, guide and support IT Operations Managers / Service Owners regarding all IT service portal related topics, uncertain situations or conflicts
• Provide input to Service Desk Owner and Incident Management Owner regarding Continuous Improvement opportunities
• Provide process and management support, advice, and direction to Service Desk team
• Industry related certificates such as HDI, Project Management, Knowledge Management, etc
• Provide leadership for communication, both, internally within Enterprise Services among all service stakeholders and externally to business
• Compile data through Incident entry that will be used for management information and reporting
• Establish and maintain relationships with internal technology teams and business users
• Maintain established service level agreements to meet customer expectations and quality standards
• Highly experienced and knowledgeable of the business processes used by the business unit(s) he/she supports
• Ability to create an environment that encourages professional development
• Strong ability to prioritize work load, consistently meet deadlines, and take the appropriate level of independent action when necessary
• Good knowledge and experience in Warehouse Management Systems and Warehouse Control Systems, including interfaces, Manhattan experience is an advantage
• Basic product knowledge of key SITA Communication Products (scope depending on services to be supported by customer contract assignments)
• Ability to build strong working relationships, with IT and business managers
• Proven stakeholder management skills and able to build and maintain strong relationships with your internal customers and external stakeholders on all levels
• Highly innovative, strong problem solver and will not settle for the first solution
• Strong technology troubleshooting skills and proven ability to resolve infrastructure issues, incompatibilities, etc
• Strong team player, good analytical and problem-solving skills

15 IT Service Manager resume templates

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• Accountable for the production and reporting of all Global Infrastructure Services (GIS) operational metrics and reports
• Understands business and operational strategies and identifies critical metrics required to support those strategies
• Ensures consistent and effective reports are provided in timely manner to key stakeholders
• Minimize redundant reporting and development of single source of truth where possible
• Provide increased focus on analytics and emphasize development of subject matter expertise within analyst teams
• Ensures team members are regularly providing meaningful summaries for stakeholders
• Identifies areas of opportunity and improvement within processes and tools based on reporting results and tool environment
• Works across functional lines to strive for and ensure consistent data quality
• Lead creation of real-time monitoring and analysis of KPIs, developing standard reporting models with visualizations to aid decision making and overall strategy
• Conduct ad-hoc analyses and reporting when requested
• Oversees the compilation and analysis of operational and transactional data and creates high level reports of operational results, including trend analysis
• Provides reporting and analysis to IT leadership and prepares executive summaries
• Presents results, analysis and potential solutions to senior leadership at production review meetings
• Excellent track record of establishing, maintaining and improving technology infrastructures through the use of Metrics and Key Performance Indicators
• Excellent awareness of different cultures and working practices across the regions
• Proven experience in managing diverse and geographically dispersed teams
• Proven experience working in an Operational environment
• Staff management, counseling and coaching skills
• Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint
• Broad range of work, sometimes complex and non routine, in variety of environments
• Performs proactive checks and balances to identify compliance anomalies
• Maintain and complete compliance reports and post in appropriate repositories
• Support process improvement projects and process deployments
• 7 years experience in an Operational / Service Management role
• 5 years of proven experience and success in managing and deploying metrics across
• Coordinate with multiple stakeholders in delivering projects and support activities on time and within budget
• Responsible to cover China IT support related work including production support, incident management, problem resolving, business requests and local regulatory support to compliance team
• Understand requirements from local business and internal compliance. Provide governance on ensuring the staff and IT solutions adhere to company policies, security risk standards, and compliant to local regulations
• Perform vendor management, budget planning and monitoring

IT Service Manager, Nbc Universal Singapore Resume Examples & Samples

• Strong technical experience with a good understanding of desktop and infrastructure technologies
• Proven experience with Information Technology Infrastructure Library (ITIL) and working in a service management group
• Vendor management and business engagement working closely with both to deliver service
• Working in a multinational corporation, preferably media
• Qualifications in IT also preferred but not essential
• Project Management exposure to regional and cross regional project
• Demonstrated exceptional stakeholder engagement and management skills with the ability to build relationships across a broad spectrum of users and management
• Demonstrated customer & consumer focus approach to delivery
• Proven ability to make process improvements to IT practices so to enhance our customer offering
• Build a cohesive and skilled team with clearly defined roles and responsibilities
• Manage skill-up/re-skill needs based on individual development plans
• Partner with other GIT teams, including Market IT group, to ensure smooth day to day operation across systems
• Partner with business units to ensure priorities are addressed and to provide operational excellence
• Ensure all department employees are properly trained to perform their jobs safely and efficiently
• Provide guidance and direction for the local IT Level 1 Infrastructure team in tandem with the Senior Infrastructure Manager
• Document and review with the Director IT Distribution and the onsite HR Managerany employee performance problems for possible disciplinary action
• Other duties as required and directed by the Director IT Distribution
• Leadership, Coaching & mentoring skills with his/her direct reports
• Advanced presentation and communication (verbal and written) skills across different levels within a global organization
• Analytical mind-set
• Working knowledge in complex Distribution Center processes
• Ability to mediate and build consensus between cross-functional stakeholders with different objectives
• Ability to work independently towards and achieve targets and deadlines
• College/University degree from an accredited institution in a related field
• Knowledge in related functional area, preferably in the sports and/or fashion business
• At least 3 years of progressive work experience in a support role or a functional position
• Experience in managing external partners/vendors
• Practical experience and mastery of MS-Excel, MS-Word, MS-Powerpoint, and MS Project
• Build long-term relationships with the business teams within his/her area of responsibility and ensure the communication of IT strategy, roadmap and plans to enable the business to have visibility of impacting activities
• Work with business leadership and teams to understand business requirements for IT demand
• Ensure that the Workplace Technology Support service provided is in accordance with SLA’s, with regular reporting on service quality and user experience, as well service improvement recommendations
• Act as single point of contact (SPOC) for IT in the region – for escalations and future business plans or activities only. Incident and Service Requests are to remain channeled through the IT Service Desk
• Participate in third party vendor service reviews covering performance, SLA, VOC and Service Improvement initiatives
• Provide IT service vendor oversight for the key vendors supporting the Operating Companies and sites. Working closely with Outsourced WTS Desktop Support provider(s)
• Ensure IT services and systems are in line with global NBCU IT standards and policies
• Establish and maintain good working relationships with key personnel in the different Operating Companies (OpCo’s) and sites
• Responsible for the project management of regional IT projects and initiatives, ensuring business initiatives are delivered on time and to budget and in line with business demands and drive alignment to standard support models
• Advise on annual IT spend for the region, in line with Global and International IT and Business requirements
• Service Catalog Management
• Knowledge Management
• IT Service Level Management and Metric Reporting

Global IT Service Manager Resume Examples & Samples

• Identify & evaluate new demand of IT Operations Managers and Service Owners regarding the implementation of Request Fulfilment processes (mainly consisting of web formulas, approval and fulfilment workflows) within the Global IT Service Portal
• Manage the implementation of new demand & changes to Request Fulfilment processes within the Global IT Service Portal, in close alignment with IT Operations Managers, Service Owners, and the IT Technical Service Managers of the underlying, impacted & dependent solutions
• Drive the ongoing implementation and ensure governance of the Global IT Service Portal User Interface related standards and guidelines (UX approach) in close alignment with the GIT UX Team
• Drive the ongoing implementation and ensure governance of the Global IT Service Portal structure & content related standards and guidelines, including all portal-based service offerings (e.g. requesting help, requesting services, requesting knowledge & information), in close alignment with the IT Technical Service Manager of the underlying solution
• Drive the ongoing implementation and ensure governance of the Global IT Service Portal Mobile Strategy in close alignment with the GIT End User Computing Team
• In alignment with all involved parties, ensure that there is an integrated and continuously improved approach to the design and implementation of Request Fulfilment processes (and other), based on the Global IT Service Portal
• Build and maintain a positive relationship with the adidas user community to continuously identify and implement user’s requirements with regard to the accessibility and usability of the Global IT Service Portal
• Consult IT Operations Managers and Service Owners regarding the efficient and effective utilization of the Global IT Service Portal for their respective service-related requirements
• Ensure that all IT Service Portal based processes support the smooth running of services
• Identify the need for, provide training material and coordinate & perform trainings to all parties utilizing the Global IT Service Portal
• Act as the functional responsible for the Global IT Service Portal as part of the Global Service Management solution
• Support the implementation of IT Service Management (ITSM) Projects, as part of the ITSM roadmap
• Develop and nurture interpersonal relationships
• Solid experience working effectively in an international team, fostering collaboration, teamwork and providing the required level of advocacy to appropriate stakeholders
• Demonstrated analytical and problem solving skills with an innovative mindset
• Ability to work independently, dynamically and as a self-starter
• Experienced in using self-learning methods to acquire new service management methodologies and skills
• IT Knowledge Areas: Service Now, ITIL, Request Fulfillment,Self-Service, Process Automation, Workflow Design, End User Experience, Service Management Tools, Project Management, Business Analysis
• Educated in Business Computing, Information Technology or Engineering related subject
• ITIL v3 Foundation certification
• Knowledge of adidas Group Organizational Process Landscapes at a Global & Market level
• General comprehension of complex IT environments and interdependencies
• A minimum of five years IT Services experience across multiple geographic locations
• Knowledge of methods and techniques applied in IT delivery environment
• Project management experience or participation in IT projects
• Supports intake requests for internal and external cloud services
• Gathers and analyzes requirements on proposed and current product functionality
• Serves as a product representative to business partners
• Tests and validates product functionality supports stated business requirements and needs
• Works with operational managers on implementation of cloud services into production environment
• Strong client service orientation and communication (written & verbal) skills
• Ability to work independently, with strong organizational and flexibility skills in a team-oriented environment
• Lead cross-functional business process re-engineering activities and continuous improvement efforts
• Lead organizational change management activities associated with delivering and implementing new cloud services
• Develops, maintains and executes test scripts/conditions to validate functional specifications and requirements
• Demonstrated analytical and problem solving skills when working with ambiguous information. Evidence of staying in alignment with stakeholders and management and create/suggest solutions that drive work forward
• Ability to manage multiple concurrent and competing priorities
• Ability to look at issues from a broad perspective to identify alternatives to difficult situations or problems
• Detailed understanding of requirements, interdependencies and impact on the business
• Strong ability to document requirements and process flows
• Ability to capture and create functional requirements in use cases. Coordinates walkthrough and sign-offs, verifying with stakeholders that use cases and process documentation accurately portray specific business needs
• Basic understanding of cloud and virtualization technologies and concepts
• QA and functional testing of business requirements
• Organizational change management
• 7-10 years of experience in a business analysts or quality assurance role within IT
• Approximately 7-10 years of experience in the Implementation of Virtual Infrastructure Technologies
• Working knowledge of project management practices and methodologies
• Experience working in software development environments
• Payments to primary care contractors management
• Management of medical records and related courier and storage arrangements
• Probity, assurance and counter fraud activities in respect of the above
• Management of lists confirming the eligibility of primary care contractors to provide services
• Support services for screening activities
• Experience in IT Operational and Service Delivery Experience in a large multi-vendor environment
• Management of CRM and other Enterprise level applications
• Solid technical experience in infrastructure management
• Knowledge of Vendor Management, and establishing Support Framework agreements
• Experience of working in a challenging environment where tact, diplomacy, excellent relationship management and communication skills are critical to positively influencing relationships with a wide range of stakeholders
• Understanding of ITIL processes
• Previous experience of liaising with, and mediating between, numerous senior stakeholders
• Good project management skills. Ability to plan, organise, and direct teams in line with changing priorities
• Ability to raise risks and issues in a timely manner to the right people at the right time
• Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution
• Ability to influence key stakeholders as well as wider teams and peers
• Build an application support team for two new web portals (initially), including staffing requirements, hiring, and onboarding of staff
• Coordinate, supervise, and be accountable for production support activities of a distributed team of employees and contractors located onshore and offshore. Support activities include, and are not limited to, incident management, problem management, change verification, service requests, and operational support
• Be responsible for Operations and Maintenance (OM) budget for the applications in scope; ensure that the budget targets are met
• Effectively communicate with IT and business stakeholders, including senior management and executive levels
• Direct and manage special projects, such as product lifecycle management (PLM) upgrades, as needed
• Identify process improvement opportunities to ensure the team’s performance, as measured by key performance indicators, meets or exceeds organizational goals
• Develop and coach direct reports and others as identified
• Identify, develop, and promote proactive approaches to prevent issues from occurring and recurring
• Participate in high - priority incident calls and emergency activities outside of standard office hours as needed
• Effectively manage unknowns and successfully navigate a complex organizational landscape
• Effectively manage multiple priorities at a time
• 5+ years of application development or application support experience in a large enterprise environment
• 2+ years of experience leading teams and / or managing workloads for team members
• Prior experience leading distributed teams
• Prior experience with web portals technology
• Ability and willingness to hold on - call responsibilities to respond to system issues outside of standard office hours as needed
• Prior experience leading development and / or support for large, critical applications (preferably on multiple platforms)
• Bachelor's degree in Information Technology or a related field
• Experience with ITIL processes
• Previous experience with Level 1 or 2 IT production support
• Experience with responsibility for budget
• Experience with offshore resources
• DevOps experience
• Java experience
• AEM / CQ5 experience

Emeia IT Service Manager Resume Examples & Samples

• Point of escalation for high priority service issues
• Own regional Supplier Management – 3rd party IT service contracts, reviews, SLAs and continuous improvement
• Lead and manage a team of Country IT Service Managers and Technical Specialists
• Resolve IT service escalation issues in a timely manner by engaging appropriate IT teams
• Implement and manage processes and procedures to manage the escalation queue
• Provide support for stores and offices, through a team of local resources, in key flagship markets (London, Paris, Milan, Rome and Dubai)
• Manage a team of 4 x Country Service Managers and 4 x Technical Specialists
• Manage moves and changes to IT equipment and services that fall outside of Store deployment projects
• Work with business teams (Operations, Digital Advisors, Retail Management) as their advisor on and owner of IT and service issues
• Carry out regular reviews of service levels and IT issues across the Region and formulate resolution plans
• Analyse service data and provide regular (weekly) reporting on service levels to the business and IT management
• Small-Project Management/Delivery
• Support the successful transition of all Store Deployment Project/Programme completed across the region, into the BAU (Business-as-Usual) support structure
• Major Incident Management – Participate in regional escalation coverage rota, covering weekends and peak trade periods throughout the year
• Perform any other appropriate duties as delegated by line and functional management and IT Leadership Team

Senior IT Service Manager Resume Examples & Samples

• Drive results - Oversee all aspects of a service, or family of services, to create and deliver superior customer satisfaction while simultaneously creating value
• Coordinate SLA/OLA creation, reviews, and updates
• Ensure targets are not breached and provide monthly performance reports at the business level
• BA/BS preferred in Computer Science or a related technical field
• Subject matter expertise in a particular technology
• Familiarity with business Demand Management and Release Management
• Ability to quickly learn
• Accountable for managing end-to-end service lifecycle of one or more IT Services
• Accountable for Incident Management, Major Incidents, Problem Management and Change Management for Application Services
• Responsible for an effective relationship with business stakeholders
• Establishment of Monthly Service Review Meetings
• Accountable for managing problem solving, especially with respect to second level support where the Service Desk is unable to resolve the end user(s) problems,
• Ensuring Suppliers are meeting SLA’s and escalating issues regarding Performance of Suppliers to Service Owner
• Working with business leaders and managers to prioritize maintenance, problem and enhancement requests, as well as planning & scheduling maintenance problem and enhancement releases so that they can be implemented on-time, on-budget and with minimum interruption to the business(es)
• Coordinating all cross-functional Technology requirements, activities and resources for system changes and upgrades in the absence of an assigned Release Manager
• Responsible for ensuring that the service entry in the Service Portfolio/Catalogue is accurate and is maintained
• Works closely with Technology management, Project Managers, Business Analysts, Developers, Solution Architects and Quality Assurance analysts, who are pursuing business initiatives and projects that will impact the application system(s) he/she is in charge of
• Advocate for the service and continual service improvements by assessing opportunities and presenting ideas to stakeholders and IT management
• Ability to understand and assess global IT implications of work undertaken
• Ability to think out of the box, solve problems, encourage innovation and manage change
• Ability to perform effective stakeholder management – adjusting communication delivery to suit audience, and adjusting behavior to suite political environment(s)
• Business knowledge to understand the relevant business objectives and issues
• Reporting on application status and service management
• Contributions to the business continuance planning and disaster recovery plans working with Service Owner
• Post Incident Reviews and action plans
• Reporting of Supplier issues and ongoing action plan
• To put the interests of clients and the integrity of the market at the heart of the way you do business
• Excellent and effective communication skills

IT Service Manager Tools Resume Examples & Samples

• Analysis & Design - Lead, analyze, design, configure, and tailor HP Service Manager environment to meet business requirements
• Systems Integration - Develop integration solutions between HP Service Manager, and other internal systems
• Perform daily operations and administration activities for IT Service Management platform applications such as HP Service Manager, Connect-IT
• Manage the overall ITSM platform health through active monitoring, performance tuning, capacity management and license management
• Perform installation, upgrade, and patch management of vendor products
• Generate management reports using vendor tools to provide platform metrics
• Manage vendor technical support engagement to resolve critical platform incident management needs
• Implement technology solutions that meet or exceed customer expectations
• Strong working knowledge of HP Service Manager, JAVA and Perl Script development
• Hands-on configuration and tailoring experience using HP Service Manager 9 and Connect-IT with an Oracle RDBMS
• Experience with Service Manager modules (incident, problem, change, request, configuration, knowledge management)
• Experience and knowledge in building integration scenarios using Connect-IT and Web services
• Knowledge or experience in ITIL best practices (preferred)
• Proven track record of delivering and supporting IT Service Management solutions, systems and applications
• Strong working administration and systems management knowledge of Service Manager and other vendor products
• Hands-on experience with installation, configuration, and administration of HP Service Manager 9.x
• SQL development (Oracle preferred)
• We are looking for a person with at least 1.5 - 3 years experience on managing HP Service Manager
• Provide hardware/software complex incident and problem analysis, diagnosis, and resolution. Act as a Level 2 escalation point for ISDs/OSS for complex requests related to workstation and software, email & messaging, voice support, mobile devices, other OA technology
• Assist the CCOA ESI Projects implementation team and the CCOA Workstation engineering teams in software releases and roll-outs
• Prioritization of work requests with sense of urgency to ensure SLA compliance
• Ensure appropriate identification and provision of escalation to the SCOA Manager, CCOA teams or other IPC teams
• Continual Service Improvement
• Team Leadership of SCOA - OSS Team
• Review the monthly CSM revenue and ensure that all CSM related services are correctly billed
• Contribute to the growth of both SM and OOB revenue of additional services
• To develop a close working relationship with SITA's account director[s]/manager[s] and to actively contribute with Sales in identifying and winning new customer business opportunities or contract renewals
• To contribute for profitably managing organic revenue growth of the contracted services with our customers
• To provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external costs
• 3 years or more management experience in a customer facing environment, ideally working independently
• Experience in Airline/Air Transport industry would be an advantage
• Experience of working in a matrix management environment is desirable, ideally multi-cultural
• Experience of continuous service improvement methods is desirable
• Service Management process knowledge (ITIL Service Support and Service Delivery)
• Ability to build relationships with peer and management levels both with clients and the company management
• Ability to work under pressure (e.g. during crisis) and multi-task
• Provide governance and oversight over the Anti-Malware service, including operating models, technology and people
• Develop, track and communicate metrics and KPIs to measure the performance of the service
• Participate in thought leadership, act as an ambassador for the service, attend industry events, forums and be active in the community
• Define service roadmaps and strategies and drive continuous improvement and projects
• Maintain an awareness of attack patterns and detection trends and use this knowledge to bring solutions to enhance the service and capability, including security operations detection and response
• Perform security research and excellence activities
• Maintain relationships with industry peers and vendors to understand current trends, ideas and input into future requirements and strategy roadmaps
• BA or BS required; MA or MS or other advanced degree in a field related to business or information technology management highly desirable
• ITIL v3 Foundations certification required; ITIL intermediate (or higher) certifications strongly preferred
• 4+ years’ experience managing people, process, or projects, including at least two years of service management experience
• Proficiency in JavaScript, as well as familiarity with reporting software, ITSM tools, and diagramming and project management software is strongly preferred
• Demonstrated focus on customer service, user experience, and delivery of organizational priorities
• Experience implementing one or more Service Management processes (e.g., Knowledge Management, Request Management) in an IT service organization
• Leadership skills, including specifically the ability to
• Manages technical staff in developmental or operational activities, normally within a single function
• Functions with a high degree of independence with minimal direction
• Has considerable latitude in determining objectives and approaches to assignments
• Applies extensive technical expertise; leads the development of new techniques and standards, and of technical solutions that require creativity and ingenuity
• Guides completion of major programs; may function in a project leadership role
• Represents organization as prime technical contact on projects; interacts with senior external personnel on significant technical matters
• Manages Service Delivery personnel, including hiring, training, and evaluation
• Develops technical staff, service levels, and metrics to monitor and maintain corporate and local standards
• Evaluates, selects, and manages the implementation of computer equipment and software for areas of responsibility
• Develops implements, evaluates, and adjusts IT strategic plan for areas of responsibility
• 10 years of professional services industry experience required
• 4 years of experience as an IT Manager with fiscal responsibility required
• BA/BS or equivalent combination of education and specialized experience required
• Experience managing technical staff in developmental or operational activities, within multiple functions required
• Experience leading staff in the development of technical solutions to problems of unusual complexity scope that require a high degree of innovation and ingenuity, and in the application of advanced extensive technical principles, theories, and concepts required
• Experience working under general direction toward long-range goals and objectives required
• At Jacobs, we help prepare people for new opportunities and challenges. With positions at every level, openings in multiple disciplines, expertise in a range of markets and offices around the globe, we create an environment where you can learn, grow, and thrive. From our competitive benefits program to our Health and Safety initiative of Beyond Zero workplace injuries, we believe that you'll find a flourishing career here at Jacobs
• Build on the support of an existing enterprise clinical application
• The role would be accountable for supporting two primary areas within the support matrix: Integration of Services and audit / gatekeeper of service deployments
• Coordinate, supervise, and be accountable for knowledge of all interfacing applications, services, HW, utilities and activities that support the Enterprise Clinical Application in scope
• Direct and manage special projects as needed
• Identify process improvement opportunities to ensure system availability as measured by key performance indicators and availability metrics and SLA
• Develop and coach others as needed
• Prior experience leading support and identifying control gaps for large, critical applications (preferably on multiple platforms)
• Ability to respond to system issues outside of standard office hours as needed
• 5+ years of application development (or support) experience in a large enterprise environment
• Prior experiences leading distributed teams
• Ability and willingness to hold on - call responsibilities to respond to system issues 24x7x365
• Application development experience
• Define, analyse, plan, manage, measure, improve and provide ownership across your assigned portfolio of services through-out their entire lifecycle
• Negotiate Service Level Agreements, ensuring all processes and underpinning contracts with external suppliers are appropriate, measurable and regularly reviewed
• The identification and application of techniques for monitoring and continuously improving the quality of functions or processes related to operational services
• Ensure technology services and infrastructure plans are in place to deliver the agreed capacity and performance targets in a cost effective and timely manner
• Management of the lifecycle of all service-affecting problems with the aim of preventing incidents from happening or minimizing their impact
• Identify, assess and manage risks that could seriously impact technology services; this includes ensuring the provision of services to minimum agreed service levels in cases of disaster, planning for their recovery and testing those plans and related processes on a regular basis
• The jobholder must have full service lifecycle and significant experience in a services management role
• Experience of management accountability without having line management authority (that is, delivering success within a matrix structure using influencing and negotiating techniques) is essential

IT Service Manager, Salesforce Resume Examples & Samples

• Proven people management experience,
• Salesforce.com experience,
• Deep knowledge about engineering and business,
• Demonstrated experience of successfully managing within the offshore environment and working with offshore vendors,
• Demonstrated success in Managing IT services and projects,
• Excellent influencing, communication and stakeholder management skills
• Knowledge about sales processes,
• Industry certification in Salesforce.com or ITIL,
• Line management of Service team up to 10 direct reports,
• Maintain relationship with Markets to manage escalations and drive adoption/utilisation though customer boards,
• Serve as point of contact for service operations with IT Groups, Programmes, Projects and Business teams,
• Pro-actively manage and communicate Major Incidents,
• Define, document, agree, monitor, measure, report and review the level of IT services provided,
• Work with the Service Design & Transition manager to define service requirements and transition new applications or major changes into service operation,
• Ensure compliance to all ITMS, PMO & Validation processes across all the Sales Excellence organisation and other Business Unit IT engagements,
• Accountable for Production environment stability
• BS degree in Technology field or equivalent work experience
• 5-7 years of progressive management experience in IT
• Demonstrated ability to successfully implement ITIL Service Support and Service Delivery
• Demonstrated ability to identify, scope and implement technology best practices
• Vendor Management experience; preferably including mobile and SaaS service management
• Experience introducing processes were none existed
• Excellent customer service and communication (oral, listening and writing) skills
• Excellent problem solving, time management and organizational skills
• Ability to interact with all levels of management
• Able to analyze data and trends, prepare and present recommendations and the ability to obtain, review, analyze and compile information from multiple data sources
• Proven experience in supporting applications
• Strong verbal & written English communication skills
• Ability to learn new concepts and software independently and quickly
• Technology and data understanding
• Experience in managing small to medium team
• Knowledge of CRM systems
• Knowledge of Salesforce.com (SFDC) or Veeva
• Experience in databases and data management
• Experience in XML/HTML, .Net, C#
• Experience in Informatica PowerCenter or other ETL tools
• Managing team that
• Ensures availability, reliability and quality of GSK interfaces working with Veeva CRM system
• Monitors and manage data quality
• Provides operational monitoring of the system and its interfaces
• Develops, deploys and maintain tools improving or automating service tasks
• Will provide root cause analysis and bug resolution for complicated issues
• If your application meets our requirements HR team will present your CV to the hiring managers
• Within next 2 weeks we will invite you for the interview with manager
• Just give us few days and we will come back to you with the feedback
• Proven experience in service management for international customers
• Process and data understanding
• Knowledge of Salesforce.com (SFDC) or Veeva CRM
• Manage service for internal CRM customers
• Monitors and manage service levels (SLA), agreed KPIs
• Ensure proper level of knowledge and service adoption in regions
• Establish and maintain good working relationship with your customers
• Receive and handle service escalations
• Support customers in navigating related IT and business processes
• Detailed knowledge of Service Management Frameworks including ITIL
• Detailed knowledge of Incident, Problem and Change Management practices
• Ability to identify and deliver process improvement opportunities
• Understanding of how to leverage outsourced suppliers and internal competency center’s to deliver services
• Experience of working with Service Transformation projects
• Knowledge of mainframe, midrange and cloud computing environments
• Readily embraces change and makes change happen
• Structured and methodical approach to problem solving
• Self motivated with focus on results and deadlines
• Good judgment and decision maker
• Broad understanding of technology and infrastructure components and services
• Service Management Leader
• Process Leadership and Continual Improvement
• Internal and external supplier Management
• Lead business and customer service reviews where appropriate
• Measure customer satisfaction and lead customer satisfaction improvement initiatives
• Deputies for Head of IT Operations when required
• Define the process, controls and measures to effect the delivery of IT services to ensure high availability and support capability
• Provide escalation management for internal and external customers where appropriate
• Monitoring and control of 3rd party costs where appropriate
• Provision of business volume and software/patching roadmap information
• Continuous focus on reducing the costs and resource requirements of the existing systems at the same time as increasing availability
• Other additional duties as can be reasonably required to fulfill the role
• Experience of working in an outsourced Service Management environment
• Experience in delivering to SLAs in a complex technology environment
• Experience of managing the delivery of IT services in an International, Matrix organization
• ITIL Foundation Qualification (v2 or v3)
• Direct exposure to customers in a service support role
• An understanding of all IT platforms including: network, software development life cycle, mainframe, midrange and PC/LAN architectures
• Knowledge of Software Development Life Cycle
• 3 years of IT Services experience
• Intermediate/Advanced English level (required)
• Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability
• Own specific IT Services and ensure their effective delivery, management and improvement to meet the business needs
• Build and maintain relationships with all IT teams to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
• Advance the use of a knowledge repository to share information among all levels of IT service and support
• Prepare cost analyses, budget plans and participate in purchasing decisions as needed
• Perform end-user satisfaction surveys and develop action plans to address areas needing improvement
• Be the voice of the end-user to the larger IT organization
• Responsible for asset management associated with end-user computing. Current that would include laptops, desktops, monitors, tokens, mobile phones
• Subject matter expertise in both the business and technology
• BS Degree in Computer Science, Business or related field preferred
• Progressive leadership experience over 5+ years in an IT environment with significant business exposure
• Pharmacy and or pharmacy business experience preferred
• Able to anticipate customer needs and expectations
• Able to influence associates who are not in your direct reporting structure
• Demonstrated strategic agility
• Advanced interpersonal skills; able to establish and maintain relationships and navigate formal and informal networks to create results
• Clear understanding of project capital and expense budgeting and accounting skills and the related financial systems
• Advanced communication, negotiation, and conflict resolution capabilities at all levels of management
• Advanced ability to adapt to change, handle pressure, and adjust plans to meet changing needs, and solve problems creatively
• Advanced decision making skills
• Advanced analytical and problem solving skills to evaluate issues and apply knowledge to identify and implement appropriate solutions
• Able to travel a minimum of 25%
• Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus
• 25% or more time is spent looking directly at a computer
• Ability to move and/or lift up to 15 lbs
• Ability to deal with stressful situations as they arise
• Oversees, facilitates and administers ITIL based service support
• Responsibilities include the management of service delivery processes which may include incident management, request management, change management, problem management, configuration management and service level management
• Ensures effective communication and coordination of problem-solving efforts between support teams, field service personnel and customers
• Presents operational and service level reports and explains service level support
• Presents problem analysis and recommended solutions in a creative and logical manner
• Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels
• Works with minimal direction
• Provides process and policy advice
• Leads continuous improvement activities in support of customer or internal business processes
• 8-10 years of relevant experience or equivalent combination of education and work experience
• Solid ability to create, maintain and document processes
• Bring external perspective and ideas from relevant sources, keep current with technology, government/policy impacts and industry best practices
• Build and maintain relationships with team members, management, key stakeholders and/or external contacts (vendors, etc.)
• Define the core work definitions/operating model, demonstrating the step-by-step life cycle of the process and document the execution process flows
• Ensure compliance with Navy Federal Credit Union IT standards and best practices
• Evaluate performance and trends of Service(s) to internal customers (business units), ensuring alignment with defined KPIs, SLAs and OLAs
• Perform benchmarking and trend analysis to incorporate continuous improvement or defined enhancements into the Service(s) functions
• Bachelor's Degree in Information Technology, Computer Science or the equivalent combination of training, education, and experience
• Exposure to working with all levels of staff, management, stakeholders, vendors
• Effective relationship building, negotiation and facilitation skills
• Effective research, analytical, and problem solving skills
• IT Infrastructure Library
• Planning skills, project management skills,
• Experience in change and release processes,
• Experience in compliance processes and procedures,
• Good understanding of Salesforce.com, Veeva ,
• ITIL experience,
• Ability to self-manage the schedule of work, adapting flexible to changing priorities and circumstances through a disciplined and logical work style
• Work closely with IT Field Support & Relationship Manager on IT Service & Support initiatives and any other tasks as required
• Deliver IT Service Desk function, policies, and procedures
• Develop and administer Service Desk staffing resource allocation and scheduling
• Perform necessary and appropriate Service Desk Management HR and administration functions, including but not limited to interviews, on-boarding, performance evaluation, career development, and disciplinary actions
• Collaborate to ensure that Service Desk Activity metrics and supporting metrics are produced and delivered
• Maintain overall ownership, monitor, track, and ensure quality assurance for all incidents and service requests
• Act as point of contact for IT customer and end user management communication and escalation of issues
• Ensure delivery of Service Desk staff skill assessment and training plans
• Provide communication to end users concerning the status of Incidents, Service Requests, and changes
• Assist with trend and root cause analysis; identify and communicate problem trends; identify and communicate gaps in department knowledge required to resolve specific problems

IT Service Manager, Documentum Resume Examples & Samples

• Knowledge of ITIL,
• Professional experience in service management – at least 1 year,
• People management experience within a medium size team,
• Client management skills, the ability to drive outcomes & manage client expectations,
• Good understanding of business area strategic goals, processes and workflow, and of the IT tools deployed in support,
• Experience in managing outsourced suppliers
• ITIL certificate,
• Experience as a service specialist,
• Hands – on experience in managing the application
• Cope with Documentum – application used for management of documents content, globally used across GSK,
• Serve as point of contact for service operations performance with the IT Business Partner and IT Delivery teams,
• Support number of applications and providing continuous improvement,
• Implement overall service strategy and long - term vision,
• Monitor service performance against SLAs and produce service reports and escalate as required for business critical impact,
• Liaison with vendors to ensure support services is maintained
• Supports the design of IT technology within network, communication, and hardware systems
• Performs analysis and translation of business, information, and technical requirements to achieve IT solutions that meet business needs. Supports the design and development of IT systems
• Assists with the development of design specifications and deliverables that support system enhancement
• Collects and analyzes information regarding technology processes and systems
• Assists the planning, designing, and allocation requirements of the enterprises various telecommunications platforms
• Supports other technical IT functions including Data Security and Disaster Recovery
• Achieve SLAs on incidents and problems
• Manage and resolve incidents and problems
• Coordinate efforts between business partners
• Be the point of contact between business and technical team in regards to production environments
• Gather data and analyze incidents and problems to continuously improve processes
• Development, maintenance, and standardization of documentation of processes and environments
• Work with multiple teams and applications
• Help balance workloads between resolversand teams
• Work closely with the operation managers
• Assist in troubleshooting incidents and problems
• Manage and create change requests
• Previous service management experience
• Strong process analysis and critical thinking skills
• Technical understanding and background
• Data analysis and reporting skills
• Investigative skills with attention to detail and action-oriented problem solving
• Documentation skills – able to clearly summarize and document ideas, conversations, and processes
• Highly motivated and willing to take initiative
• Able to prioritize multiple tasks with or without supervision
• University degree in Computer Science or a related discipline plus generally five years ofdirectly related experience
• Working technical IT experience in area(s) of specialty

IT Service Manager Months Resume Examples & Samples

• Build strong partnership with the local business stakeholders and IT service providers (internal and external) that allow to prioritize and shape IT strategies and solutions that add value and enable the businesses to achieve their goals. Pro-actively identify and develop opportunities for IT to create additional value for the business
• Support the business functions in development of business cases for either changes/improvements to existing IT systems/processes or the introduction of new IT solutions. Involve proper IT and non IT stakeholders, specialists and business consultants necessary to deliver business case
• Lead the deployment of global IT projects, policies and processes across the business community
• Ensure IT projects are set up with the appropriate governance and actively lead/support the successful project start and delivery
• Regularly measure and analyze customer satisfaction and ensure necessary corrective/improvement actions are taken
• Lead/facilitate major end-user escalations and lead/coordinate the CH IT response to crisis situations, like unavailability of a critical system, data loss, FLU Pandemic, etc
• Ensure local IT services/systems are implemented and managed according to global GSK quality, risk and compliance standards. Provide guidance to business users on these standards. Where deviation of standards occur, own and drive resolution to mitigate risks, ensure business continuity and meet regulatory and legislation requirements
• Encourage business users to modify their processes and/or ways of working to derive the planned benefits from the new or changed IT system
• Where local applications are owned by the business, the role will support the business owner with the full IT lifecycle management and ensure adequate support models are in place
• Good knowledge of system design principles and methodologies including requirements management, change management, issue management and quality control
• Good knowledge of business processes and good understanding of how the business processes are supported by key IT systems (ERP, CRM, HR respectively)
• Demonstrate a customer focus behaviour and associated customer/account management skills
• Demonstrate influencing skills at all levels and cultures to manage business expectations
• Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services
• Ability to make appropriate technical decisions, initiating action to resolve operational issues
• Ability to manage complexity and derive simplicity from it whenever possible
• Strong matrix management skills, including networking and teamwork abilities
• Strong multi-tasking skills and prioritisation skills with a flexible attitude as priorities change
• Strong verbal and written skills (English and French)
• Service Management (On-call Incident Management)
• 4+ years of experience in Information Technology supporting a complex production environment integrated with multiple partners in the research, workaround and resolution of issues
• Solid experience in managing ITIL processes
• Flexibility with working hours as required for leading 24/7 on call support group
• Attention to detail, strong work ethic and results orientation
• Flexibility to support and manage multiple projects/deadlines simultaneously
• Ability to communicate complex issues clearly and concisely
• Proven experience leading technical teams
• Create, regulate, measure and analysis of IT KPI reports together with the appropriate management of results
• To attend customer meetings (on premise/conf calls)
• Build new customer and business relationships at an operational level
• Conducting formal and documented service reviews
• Improve and develop the business relationship with the IT function
• Improve and develop the customer - IT relationship through Service improvement initiatives
• Monitor and report KPI's, Targets and Service Levels - weekly and Monthly
• Improve service effectiveness and efficiency
• Key stakeholder in management and board meetings
• Keep customers informed through open, transparent and key communications
• Support contract renewal activity - internal and external
• The escalation point for operational and service management issues
• To be an ambassador and play a key role in IT operations
• Help to build, create and maintain the IT Service Catalogue
• Build and improve the Service delivery document
• Taking accountability for process management and improvement
• Create and maintain a log of SIPs and MIRs
• Feedback any suggested enhancements to management by way of SIPs and PIDs
• To investigate Service Desk and Operations Escalations and Complaints
• Managing customer satisfaction
• Liaising with intermediate support teams within the department and also 3rd party companies ensuring issues don't get disregarded
• Develop, implement, and manage operational standards and escalation procedures to ensure service levels are maintained at a consistent level
• Monitor the effectiveness and quality of IT activities
• Troubleshoot areas of poor performance in order to identify effective solutions to resolve issues
• Identify best practices in service through continuous improvement initiatives
• Understand when there is a need to escalate regarding customer issues to appropriate peers
• Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulation, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business
• Take all reasonable steps to ensure the part of the business for which you are accountable for demonstrably complies with applicable laws, rules, regulation, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business. If shortcomings are identified take responsibility for remedial action planning, and action in conjunction with the relevant experts within the firm
• Comprehensive knowledge of IT systems; ideally a degree in Information Systems, Computer Science or equivalent
• Minimum 5 years’ experience within IT support
• KPI Management and reporting
• Ability to create a positive working relationships throughout the organisation
• Highly customer focused
• Excellent organisational and time management skills
• Proven experience in a customer facing IT service management role
• Experience of supporting large revenue generating services with a FTSE 100 or FTSE 250 organisation
• Experience of e-Commerce and telephony platforms
• Experience of managing large IT vendors with proven ability to negotiate commercial agreements
• Educated to degree level/professionally qualified in a relevant discipline or proven equivalent working experience
• Qualified to ITIL Foundation V3 at a minimum
• Proven track record of ensuring services are measured and improved
• Ability to translate technical reporting and discussion into customer outcomes and accurately identify areas of risk
• Ability to manage a significant work load, achieving tight deadlines whilst under pressure
• Ability to think creatively and independently whilst adhering to company policy and procedure
• Ensuring issue-free operation on the basis of service mgmt. according to ITIL by takeover accountability of all service components and service dependencies
• Full responsibility for service budget, scope and quality
• Plans and monitors the service budget and resources
• Escalates in case of deviations
• Act as a quality gate keeper to ensure operational readiness for changes/ new releases/ initial rollout in countries, e.g. as representative in Change Advisory Board
• Manage the service design and maintain the related service catalogue items (incl. service description)
• Implementation of the service improvement plan (SIP), capacity plans, availability plan, IT service continuity plans
• Implementation of IT Service Mgmt. processes for the responsible Services
• Assurance of IT-based service quality accord. to SLA/OLA
• Derive improvement measures and track their implementation development and provision of figures in terms of costs of the services and the degree of fulfillment of SLA
• Coordination of service processes in close cooperation with other IT process owners (incl. Incident, Change and Configuration Mgmt.)
• Responsible security management for the service components
• Proven experience of leading service team,
• Bachelors degree,
• Well developed leadership skills, as well as cooperation skills
• Experience with Veeva or Salesforce platform,
• ITIL experience
• Manage service reviews
• Manage customer demand, identify areas of focus
• Manage and report service quality / demand consumption
• Allocate partner resources
• Shape new demand / IT projects
• Supplier management
• Service Improvement
• IT service management
• Fluent verbal and written Italian and English
• Experienced working with / managing partner organisations and offshore
• Strong listening, verbal and inter-personal skills
• Generalist IT experience with a focus on Microsoft and SAP, must be able to coordinate and understand end-to-end IT service delivery
• Rolling stock and manufacturing experience desirable

Lead IT Service Manager / Problem Manager Resume Examples & Samples

• Ensure best practice and continual improvement in delivery of service to the business
• Establishe productive relationships and networks at Senior Management level to build and maintain customer relationships
• Proactively anticipate the customer’s needs, adjusting services accordingly through the contract change process Collect, analyse, collate and maintain service data from relevant (other) customer suppliers to provide consolidated management information
• Deliver a robust and effective problem management service across the ecosystem partners
• Responsible for all Ask IT service provision globally, occasionally requiring travel and extended / unsociable hours
• Co-owns global processes
• Responsible for Ask IT team recruitment, retention, performance measurement and continuous improvement plan
• Line management of the UK based Ask IT team
• Contributes to IT problem management process through problem identification, development of known error and workaround definitions, and verification of problem resolution
• Team operates agreed business / IT processes including joiners & leavers, major incident and hardware / software requests, ensuring audit and policy compliance at all times
• Leads and participates in ‘shift left’ projects to identify and implement projects which move service activity to Ask IT from other IT teams
• Produce daily reports for line manager and ad hoc anecdotal reporting for others
• Be available to work flexible shifts
• ITIL qualifications (desirable)
• Excellent verbal and written English language
• Running a multi-lingual 24x7x365 service desk
• Working with an international business, preferably a retailer
• Organised and able to multi task
• Strong problem solving experience
• Expert in dealing with customers via phone, web and email dialogue and strive to exceed expectations

IT Service Manager, GxP Resume Examples & Samples

• Ensuring an optimum delivery of IT services and driving the adoption and continuous improvement of service management practices to maximize operational efficiency
• Establishing relationships with the customers, suppliers & internal service partners to ensure alignment of operational plans on service delivery and to maximize the effectiveness of the IT services
• Acting as primary escalation point for business users and stakeholders for service issues, including special situations management
• Leading service management processes, tools and documentation alignment across IT services globally
• Leading the implementation of new services and/or extension of existing services and/or optimization of service management processes interacting with Business Engagement Managers, Solution Architects, Customers, and Suppliers & Internal Service Partners
• Monitoring and reporting on service quality and initiating improvement plans
• Supporting and executing the approved plan of securing PMI IT resources, including adherence to all PMI policies and guidelines on security and compliance by driving the assessment, planning and implementation of IT security requirements (policies, guidelines, SOX, GxP, etc) in order to minimize risks
• Ensuring IT expenditures, including capital expenditures are properly monitored, documented, budgeted and approved, in line with local and PMI requirements
• Planning and managing the delivery of consulting and other services by external and internal suppliers in order to ensure delivered service levels meet the business needs
• Assure all service assets (systems, applications, infrastructure, and tools) are current and operate within Service Level Agreements
• Work across infrastructure and application teams (ECC, BI, APO, EDI, CRM, HCM) to assure availability, performance, and capacity planning, execution, and operations of SAP applications
• Assure proactive, consistent performance monitoring and tuning of SAP and other core applications
• Anticipate and identify issues that can inhibit service performance. Develop and implement preventive and corrective actions
• Engage and manage relationship with SAP Basis Support Manager
• Ensure that the SAP disaster recovery plan is sufficient to perform a successful recovery, and that the plan aligns with the overall BCP strategy
• Provide leadership in resolving highly complex problems and ensure they are resolved in a timely manner. Lead and facilitate root cause analysis for problem management
• Performance and Tuning. Use system tools to resolve problems in performance and availability. This requires advanced knowledge of cross-platform technologies and the ability to come to good decisions quickly even when all facts are not known
• Engage and manage the vendor to assure IT services are delivered per the defined contractual scope effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks
• Lead prioritization, and communications for critical incidents and service requests which impact services
• Perform system health audits to validate system status
• Develop and maintain Landscape refresh calendar
• Develop and maintenance calendar
• 7-10 years experience within Service Management or Operations of diverse multivendor, multiplatform applications environment
• 5-7 years hands on experience or management of BASIS, PI, Middleware services within core SAP -- APO/BI/ERP/Solution Manager - enabled environment
• Well rounded technical background experience in Windows, Unix, Database, Networking, Storage, HA, DR
• Direct experience working in ITILv3 based service process
• Extensive experience working with outsourced partners
• Experience with SAP HANA is a plus
• Proven experience and ability to manage and deliver IT end to end service through a multi-vendor, multi-application, global outsourced environment in an SAP based environment
• Proven competence to deliver IT end to end services within the ITIL framework
• Ability to measure and communicate key performance metrics for IT services and analyze data to discover opportunities for service improvement and market growth
• Strong Influencing and relationship building within all levels of IT and Business Stakeholders
• Demonstrated IT financial management and planning skills. Ability to benchmark, evaluate and develop value proposition of IT end to end services
• Ability to oversee and influence technology architecture and operations to support service objectives
• Strong English oral and written communications
• Position requires 10+ years of IT and business industry work experience, with at least 5+ years working within an IT Service Management organization in a ITSM process leadership role
• Individual contributor with extensive experience in leading the design, adoption and governance of all IT Service Management processes like Incident Management, Knowledge Management, Asset Management, Configuration Management and Change Management
• Significant Experience with ITSM Service Catalog, Asset and “Config” Management fundamentals and tracking
• Demonstrated initiative to build relationships, learn new business processes and identify opportunities
• Implementation experience for processes across all ITSM modules is required
• Leads cross functional teams that contribute to the definition of the processes, standards, and methodologies, their adoption and governance
• Ensures adherence by all Lines of Business to the IT Service Management enterprise policies, standards, processes, procedures and guidelines for all ITIL processes
• Responsible for identification of integration points with other processes. Ensures all integrated processes are fully documented and understood
• Responsible for the identification of appropriate automation and process technology support
• Responsible for ensuring analyses of data, establishment of new governance metrics, KPIÆs, and additional reporting
• Partner with stakeholders to ensure ITIL processes are understood, adhered to, and improved
• Interpret metrics and participate in the development of appropriate actionable plans for the definition of a new and/or improvement of an existing ITIL process. This will include detailed tactical steps to drive the changes desired with clearly defined success criteria
• Responsible for the operational management of ITIL processes including incident, change, problem, configuration, and asset management
• Provide strong ITIL guidance to ensure processes meet business objectives and are executed at the highest quality level
• Define Service Level Agreements between business units and IT
• Monitor high priority incidents to ensure root cause it identified to drive the reduction of incident recurrence
• Develop and maintain ITIL policies and process documents
• Define processes to maintain an up-to-date and accurate CMDB
• Provide configuration data to other non-ITIL operational entities
• Oversee the global end-point Asset Management process
• Define and execute service reporting
• Facilitate monthly Operational Review meetings with IT leadership to drive potential service and process improvements
• Manage a staff of four direct reports
• Manage small teams of external consultants and developers within the scope of IT projects
• 5+ years of experience with IT service management
• 10+ years IT management experience
• 2+ years of experience with ServiceNow ITIL modules
• ITIL Expert Certification
• Bachelor’s degree in Business Administration or related IT discipline
• Extensive experience working in a previous IT Service Management role is essential
• Industry best practice knowledge around negotiation and IT service implementation
• Broad experience of working within ITIL framework
• Good knowledge of IT infrastructure; including hardware, databases, operating systems and local area networks
• Experience of contractual discussions and negotiations
• Have a deep knowledge of a broad spectrum of networking technologies such as L2, L3, L4, load balancers, firewalls, SDN and virtual technology, including the ability to configure with or without a design in any combination of the above
• Maintaining a deep understanding of firm's technology solutions (both deployed and future) keeping up to date on industry trends
• Coordinate lab testing of hardware and software for both standard and nonstandard technology across multiple groups’ highly volatile technical environment
• Create instructional guidelines and principles for the lab environment as well as policies and processes for the projects’ use of the lab
• Generate regular status reports and identify potential problems before they impact project deadlines
• Work well in an ambiguous and changing environment
• At least 10 years of experience in relevant network technologies including experience leading complex initiatives
• Solid understanding of VMware vSphere and Microsoft HyperV
• Solid understanding of Cisco IOS and ASA security devices
• Solid understanding and troubleshooting skills of TCP/IP networks utilizing traces
• Experience designing and implementing lab set-ups with deep knowledge of hardware and platforms currently in use and to-be-used within the firm
• Ability to manage large virtual network environments
• Knowledge of SAN fabric and switches
• Working knowledge of Linux (RedHat, CentOS, SUSE and Ubuntu)
• Strong analytical and problem solving, influence-management, decision-making and relationship-building skills
• Strong verbal and written communication, coordination skills are required
• Excellent communication and documentation skills
• Strong analytical skills, organization and decision-making skills
• Executive presentation skills
• Team player & collaborative mind-set

Related Job Titles

• IT Service Manager Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on IT Service Manager Resumes:

• Manage and oversee the IT service desk, ensuring timely and effective resolution of incidents and service requests
• Develop and implement IT service management policies, procedures, and standards to ensure consistency and quality of service delivery
• Conduct regular service reviews with stakeholders to identify areas for improvement and ensure alignment with business objectives
• Manage and monitor service level agreements (SLAs) to ensure compliance and identify opportunities for improvement
• Lead and manage IT projects, ensuring timely delivery and effective communication with stakeholders
• Develop and maintain relationships with vendors and service providers to ensure effective delivery of IT services
• Manage and monitor IT budgets, ensuring cost-effective delivery of services and identifying opportunities for cost savings
• Develop and implement IT security policies and procedures to ensure the confidentiality, integrity, and availability of IT systems and data
• Provide leadership and guidance to IT staff, ensuring effective performance management and professional development
• Stay up-to-date with emerging technologies and industry trends, and identify opportunities for innovation and improvement in IT service delivery.

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IT Service Manager Resume Example:

• Orchestrated the implementation of Availability, Capacity ,Security, and Incident Management processes, resulting in a significant reduction of service delivery issues and improved customer satisfaction
• Led incident and problem management initiatives which resulted in a 30% decrease in service downtime
• Designed and directed an effective communication and feedback system to allow for better collaboration between IT service department, customer service, and other departments
• Hired, scheduled and trained 7 IT staff, executing a detailed improvement plan that drove efficiencies and productivity within the IT service department
• Implemented a change control process which reduced costs and risks associated with alterations to IT infrastructure
• Established and maintained key vendor relationships to ensure that most up-to-date and cost effective solutions are in place
• Analyzed data to identify trends and develop strategies to increase IT service performance
• Produced and distributed comprehensive monthly IT service reports to operations and senior management
• Created and enforced service management policies and standards based on applicable regulations, maximizing compliance and minimizing risk
• IT Service Delivery
• Availability Management
• Capacity Management
• Security Management
• Incident Management
• Problem Management
• IT Staff Training & Development
• Change Control Processes
• Vendor Management
• Knowledge of IT Regulations & Compliance
• Data Analysis & Reporting
• IT Service Policy & Standard Implementation
• Risk Assessments & Mitigation
• Team Leadership
• Project Management
• Communication & Interpersonal Skills
• Service Level Management
• Problem-solving & Critical Thinking
• Organizational & Time Management Skills
• Detail-oriented & Quality Assurance
• Automation & Optimization
• Computer Science
• Information Systems

Top Skills & Keywords for IT Service Manager Resumes:

Hard skills.

• ITIL Framework
• Change Management
• Service Desk Management
• IT Asset Management
• IT Service Continuity Management
• Service Catalog Management
• Service Reporting and Analytics
• IT Security and Compliance Management

Soft Skills

• Leadership and Team Management
• Communication and Presentation Skills
• Collaboration and Cross-Functional Coordination
• Problem Solving and Critical Thinking
• Adaptability and Flexibility
• Time Management and Prioritization
• Empathy and Customer-Centric Mindset
• Decision Making and Strategic Planning
• Conflict Resolution and Negotiation
• Active Listening and Feedback Incorporation
• Emotional Intelligence and Relationship Building
• Technical Expertise and Knowledge Transfer

Resume Action Verbs for IT Service Managers:

• Streamlined
• Implemented
• Coordinated
• Facilitated
• Strategized
• Communicated
• Orchestrated
• Standardized
• Collaborated

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Resume FAQs for IT Service Managers:

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Related Resumes for IT Service Managers:

Assistant it manager, entry level it manager, it support manager, it technical manager, senior it manager, it support specialist, it systems analyst, it architect.