Help Desk Supervisor Resume Samples

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Help Desk Supervisors coordinate help desk employees and make sure excellent customer service is provided. Common work activities described on a Help Desk Supervisor resume are recruiting and training staff, setting schedules, assigning tasks, monitoring work performance, troubleshooting equipment, and updating software. Successful resume samples for this job emphasize assets such as customer service skills, problem solving orientation, communication abilities, attention to details, computer proficiency and teamwork. Eligible candidates hold a college degree in information technology or another relevant engineering field.

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1

Help Desk Supervisor

Led a group of Technical Support Specialists to improve customer satisfaction from only 45% to 86% in two months.

  • Integrated two Help Desk units with cross-training and team-building, resulting in one efficient, consistent and unified support group.
  • Reduced hardware and software expenses by 20% using more cost effective vendor and shipping options.
  • Implemented procedures to improve remote technical support, reducing time spent on each call and related outages by 30%.
  • Designed images for thin clients and desktops to improve consistency and performance across enterprise systems.
  • Developed policies and procedures for supporting smartphones and tablets both locally and remotely.
Candidate Info
32
years in
workforce
5
years
at this job
BA
Journalism
2

Help Desk Supervisor and Problem Manager

Hired and trained customer service representatives to answer and resolve incoming calls. Documented all procedures and created manuals for training all internal and external staff. Supervised team of thirteen support desk technicians remotely assisting more than 4,500 users with call volumes of approximately 7,000 per month. Created yearly and quarterly reviews to ensure staff development. Managed information systems operational activities including assignment of tasks and evaluation of resource priorities. Utilized ACD Concerto/Aspect reports to assess call volume and adjusted staffing accordingly. Analyzed trending data to create knowledgebase for help desk. Hired, motivated, and managed a support team to accomplish the company's business needs.

  • Created customer service measurement tool, analyzing and distributing to all information technology managers to assure customer satisfaction.
  • Developed online self-serve tool to assist customers in resolving technical problems.
  • Established service-level agreements by negotiating with business units and information technology managers.
  • Participated as change control approval board member.
  • Implemented problem management process involving complete root-cause analysis. Coordinated and ran meetings to determine root-cause of issues by analyzing incidents and trends.
Candidate Info
8
years in
workforce
2
years
at this job
BA
Information Systems And Business Administration
3

Help Desk Supervisor

Provided desktop and LAN support for over 500 employees in twenty business locations.

  • Configured desktops and laptops, installing standard software and trouble-shoot hardware issues.
  • Managed evaluations and reviews, standardizing procedures, internal Help Desk ticket distribution, prioritizing and escalating trouble-calls.
  • Maintained and organized asset management and quality control, prepared weekly statistics reports, assumed full responsibility for the planning, staffing, budgeting and operational effectiveness of all IT data communications functions and support.
  • Developed protocols and procedures for desktop and proprietary systems for 24/7 support operations.
  • Strategically planned and accomplished the Y2K project for 18 locations, 500 desktops and 40 laptops, which resulted in a successful IT departmental project.
Candidate Info
11
years in
workforce
2
years
at this job
4

Help Desk Supervisor

Directed, planned, coordinated, and administered day-to-day operational activities of Help Desk department and staff of 4. Provided support to all computer system users. Coordinated all employee relations.

  • Trained personnel in customer service techniques, appropriate problem management, and escalation processes and procedures.
  • Ensured Help Desk was appropriately staffed and provided support to end-users.
  • Recruired, interviewed, selected, trained, supervised, and evaluated employees and recommend staffing and personnel changes.
  • Generated top-performing staff by providing performance coaching.
Candidate Info
16
years in
workforce
13
years
at this job
AS
Computer Science
5

Sergeant First Class -help Desk Supervisor

Assisted in the planning and layout of network infrastructure responsible for supporting all aviation operations for the southern region of Iraq.

  • Facilitated and helped organize the wiring of over 23 buildings for both classified and unclassified network connectivity.
  • Helped facilitate and establish maintenance flow of over 250 classified and unclassified computer systems and user accounts.
  • Coordinated workflow and supervised, evaluated and trained 20 technicians in helpdesk support operations, leading to 100% readiness of communications and information technology.
  • Ensured that all projects were accomplished in a timely manner and maintained care accountability for over $3 million in computer and network equipment and commercial vehicles.
Candidate Info
12
years in
workforce
1
month
at this job
AS
Computer Networking Services
It Support Specialist
Communications Security
6

Help Desk Supervisor

Orchestrated first-level technical support services to 300+ military, contractor and civilian users of Windows 7 and related systems. Supervised a 6-member team and ensured that all incident responses met guidelines and established metrics of applicable DoD and Joint Regulations as well as other authorities and Service Level Agreements. Provided support through telephone, remote log-in, and in person. Wrote and administered help desk policies, procedures and schedules. Directly involved with staff hiring and performance reviews.

  • Documented, assigned or escalated work orders using Remedy tracking system. Closely managed trouble ticket flow to assure timely resolutions.
  • Created and managed user and computer accounts in Active Directory.
  • Supported installation and operation of Office 2010 suite applications.
  • Utilized Content Manager permissions on SharePoint 2007/2010 to support customer access to specific sites and subsites.
  • Successfully coordinated workstation migration from Windows 2K to Windows 7, maintaining schedule integrity while minimizing individual downtime for more than 260+ users, including many who were engaged in mission-critical tasks. Completed 5 month project two weeks ahead of the deadline.
Candidate Info
26
years in
workforce
3
years
at this job
7

Help Desk Supervisor

Served as the Maintenance Supervisor for the company troubleshooting several communications systems while coaching and mentoring operation managers and maintenance supervisors alike.

  • Managed the maintenance department operations and administration including scheduling, reports, inventory, and customer service.
  • Planned and coordinated the installation of all sensitive communications equipment in over 300 vehicles assigned to the company leading to 100% in compliance at all times.
  • Supervised the movement of all sensitive equipment to El Paso, Texas from Afghanistan with zero losses.
  • Trained Afghanistan National military on how to plan, employ, and maintain communication systems.
  • Responsible for the serviceability of equipment worth in excess of 7,000,000.
  • Enforced strict safety and disciplinary guidelines that resulted in zero injuries and 100% accountability of personnel in a hazardous environment.
  • Cross trained all employees in the department of the Information Technology which led to a successful deployment of Windows 7 across 300 computers and four enclaves.
Candidate Info
8
years in
workforce
3
years
at this job
HS
High School Diploma
BA
Computer And Information Technologies
8

Customer Support Help Desk Supervisor, Department of Information Technology (dit)

Responsible for the hiring, supervision and productivity of the IT Help Desk Unit which services approximately 4,000 City employees

  • Responsible for CRM of the internal leadership team, as well as, for the city employees of auxiliary departments
  • Implement QA measures by monitoring e-mails and voicemails received by the Help Desk to ensure issues are being resolved in a timely, courteous and professional manner
  • Interface with the Purchasing department to ensure DIT compliance with the State and Federal procurement guidelines
  • Improved efficiency of the ordering, tracking, and deployment of approximately $1 million in annual DIT computer equipment purchases
  • Recognized for leadership and team building skills by being selected to head the implementation of Salesforce/BMC Remedyforce Help Desk application
  • Coordinated meetings with various departments to gather the necessary business requirements to build the Salesforce/BMC Remedyforce Help Desk application
Candidate Info
16
years in
workforce
12
years
at this job
BS
Business Administration
9

Help Desk Supervisor

Supervised the day-to-day operations of the help desk, identified, researched, and resolved complex technical problems.

  • Created & maintained active directory for internal client's user.
  • Diagnosed and corrected system and network problems related to litigation services tools and served as a technical liaison to appropriate vendors.
  • Assisted in systems migration, conversion, integration of litigation technologies.
  • Provided local and remote desktop support for corporate headquarters and several branch offices.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Oversaw inventory and office supply purchases.
  • Increased Customer Satisfaction rating from 3.5 to 4.8 out of 5 points.
Candidate Info
9
years in
workforce
1
year
at this job
BA
Chemistry & Computer Science
MBA
Master of Business Administration
10

Help Desk Supervisor

Managed and monitored team activities for 12 help desk representatives for the Customer Support Department.

  • Trained and mentored new Customer Support recruits in the use of applications and in technical support methods.
  • Planned and assign tasks to employees.
  • Coordinate weekly departmental meetings.
  • Investigated issues reported by customers and employees in a timely and efficient manner.
  • Supported other team members and facilitated in creating a stress reduced atmosphere.
  • Answered technical questions regarding software products and their requirements within related industries.
Candidate Info
7
years in
workforce
1
year
at this job
BA
Communications And Business Management

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