Help Desk Manager Resume Samples

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Help Desk Managers supervise help desk staff and make sure high quality services are delivered to customers. Typical duties listed on a Help Desk Manager resume sample include recruiting and training employees, assigning tasks, setting schedules, monitoring work performance, solving difficult technical issues, and updating software. Qualifications such as leadership, organization, customer service orientation, troubleshooting and teamwork are often seen on Help Desk Manager resumes. Employers usually select candidates with previous managerial experience and holding a Bachelor's Degree in a relevant field.

For more information on what it takes to be a Help Desk Manager, check out our complete Help Desk Manager Job Description.

Looking for cover letter ideas? See our sample Help Desk Manager Cover Letter.

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1

Help Desk Manager

  • Managed two teams of a total of 12 people with customer support/troubleshooting and user workstation configuration which reduced user downtime by 25%.
  • Supervised and trained a team of 12 in customer support operations, basic network operations, planning and procedures decreasing project execution time by 30%.
  • Implemented and improved user workstation tracking system that resulted in 100% accountability and a faster turnaround time of 24 hours.
  • Placed emphasis on network security, make certain computer systems were 98% DoD compliant
  • Engineered and supervised a project for re-wiring a combat outpost resulting in 60 additional end-users
  • While in a combat environment, coordinated and assisted in the configuration, installation, operation and maintenance of tactical networks for key locations throughout Afghanistan.
Candidate Info
AAS
Computer Science
Information Systems Specialist
2

HELP DESK MANAGER / Sr. SUPPORT ENGINEER

Prioritize issues based on impact, document the solutions and provide highest quality of customer service

  • Helped establish new processes and procedures on responding to various security incidents, significantly increasing response time and improving overall customer service.
  • Solved complex troubleshooting problems with various network devices and triaged them to appropriate groups as needed.
  • Troubleshoot issues as well as supported Exchange, Active Directory, and VOIP
  • Performed as System Administrator, managing all new Active Directory Accounts
  • Established new processes and procedures on responding to various security incidents, significantly increasing response time and improving overall customer service.
  • Answered and resolved level 1 support issues as well as being the lead on all escalated level 2 and level 3 support calls.
Candidate Info
10
years in
workforce
10
years
at this job
BA
Accounting
3

Help Desk Manager

Managed US Help Desk staff and was responsible for day to day activities of the US Help Desk, with emphasis on customer service and incident resolution.

  • Expanded Help Desk service to support remote offices in MA, CT, and CA. Increasing the number of supported customers to over 1000.
  • Trained IS staff to utilize ServiceCenter 3.0 software; Point of contact for all development requests within the system.
  • Monitored Help Desk customer satisfaction and ratings by developing a Help Desk survey for clients to use.
  • Managed and monitored call center tools, voice mail systems and customer service tracking tools.
  • Maintained daily and monthly statistical reports.
  • Interviewed, hired, and trained all new Help Desk employees.
Candidate Info
4
years in
workforce
1
year
at this job
4

Help Desk Manager

Ensured customer satisfaction ratings were being met and tickets were resolved in a timely fashion.

  • Participated in control review board and change management board
  • Implemented processes and ensured helpdesk met ITIL standards.
  • Managed network and desktop groups on an interim basis for 4 months until full time manager could be found and trained.
  • Evaluated laptop hardware options to determine best fit in environment as well as reliability and cost.
  • Collaborated with desktop engineers for image capture and build for new laptop refresh
  • Worked closely with networking on network printer deployment.
  • Coordinated two mobile phone purchase days with corporate rate discounts with representatives from all major cellular networks.
Candidate Info
6
years in
workforce
7
months
at this job
5

Help Desk Manager

Responsible for the Help Desk Department, all of the daily functions and Help Desk department employees.

  • Provide Technical assistance to faculty, students and staff.
  • Created and enforced a college wide Service Level Agreement that ensured problem resolutions expectations and time frames.
  • Created and managed Help Desk operations, with a user base of 3000+ students, faculty and staff.
  • Identified, recommended, developed and implemented tutorials for end users to increase computer literacy and self-sufficiency.
  • Developed, managed and implemented training workshops in Microsoft Office 2003 and multiple other software applications to faculty, students and staff.
Candidate Info
23
years in
workforce
8
months
at this job
AS
Information Technology Mcse
BS
Computer Science
6

Help Desk Manager

Supervised all Help Desk functions to include installation of configuration of software and hardware, user account management through Active Directory, DRA, Tivoli, HEAT, and Remedy

  • Managed 4 work centers; provided network configuration, data storage, boundary protection, and provided Tier 1 and 2 support to 3,000 users
  • Provided VPN services, troubleshoot and reconfigured services ensuring 24/7 and 100% network connectivity
  • Created wireless internet café and configured wireless laptops and printing capabilities
  • Researched and analyzed problems, issues, and program requirements relative to promoting products and services which resulted in a successful Vista and with no work stoppage and no data loss
Candidate Info
15
years in
workforce
5
years
at this job
BS
Information Systems And Business Management
MA
Business Administration
7

Retail Help Desk Manager, Information Technology Division

Managed the operation of the Retail Help Desk in providing customer support that spans multiple hardware and software platforms in 700+ retail stores in a 24x7 operation.

  • Provided day to day direction to a staff of four Supervisors, three Knowledge Engineers and 50 Help Desk Analysts to ensure proper support was provided to the stores.
  • Escalated critical situations to other support functions to ensure service was restored to the stores in an expedited manner.
  • Managed a budget of $3M+ closely monitoring overtime to help reduce expenses
  • Knowledge management system, Remedy, training.
  • Directed and led a team of resources in several large projects, i.e. Giant Carlisle ISP integration project, upgrade and move of the Interactive Client Phone System, and Automation of Alerts project which was implemented to reduce resources.
  • Developed processes, i.e., HR tracking log, attendance tracking, and managed people.
Candidate Info
69
years in
workforce
7
years
at this job
BS
Criminal Justice
Project Management
8

IT Consultant & Help Desk Manager

Managed a Help Desk providing 24/7 remote monitoring and support for 40+ Servers, 300+ Desktops across 10+ clients

  • Managed & mentored three Help Desk associates that providing Tier 1 and 2 Support
  • Provided Tier 3 support to all Help Desk clients
  • Primary onsite consultant for 5+ clients; Secondary onsite IT Consultant for 10+ clients
  • Built excellent client relationships; provided "damage control" when a client relationship was failing
  • Planned and implemented custom IT solutions for clients based on their individual needs and goals
Candidate Info
9
years in
workforce
3
years
at this job
Arts And Technology
9

Help Desk Manager / Senior Network Support Specialist

Advanced through two promotions based on exceptional leadership talents, contributions, loyalty, and dedication.

  • Directed, motivated and supervised team of three help desk technicians in supporting 180 end users.
  • Orchestrated quarterly laptop refresh in close cooperation with multiple departments.
  • Continuously communicated with vendors to anticipate and ensure alignment with current and future technology needs.
  • Transitioned users' desktop environment into privately hosted Cloud environment to enable remote access and optimize disaster recovery measures.
  • Proactively integrated virtual servers in privately hosted Cloud environment for computer programmers.
Candidate Info
39
years in
workforce
2
years
at this job
AS
Business Administration
BBA
Business Computer Information Systems
10

Help Desk Manager

Managed IT helpdesk.

  • Ensured service levels agreements were met on a consistent basis and implemented contract addendums for clients when needed.
  • Implemented new training procedures and helped to developed knowledgebase for help desk.
  • Assisted in problem escalation and resolution to maintain client business relationship.
  • Invoiced and billed clients while maintaining over 90% receipt of net 30 payments.
  • Managed 37 agents.
Candidate Info
6
years in
workforce
3
years
at this job
BBA
Management

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