Help Desk Supervisor Resume Samples - Page 2

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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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11

Production Support, Report Development, Help Desk Supervisor

Led Tier 2 support of the user community in both internal application and third party software.

  • Worked closely with the user community to develop specifications for software enhancements and reports.
  • Advanced support to a team approach resulting in customized service.
  • Implemented client control in establishing priorities.
  • Developed and communicated support expectations to client community.
  • Documented procedures and processes for support staff and service level information for the user community.
Candidate Info
12
years in
workforce
10
years
at this job
HS
Supervision
12

Help Desk Supervisor

Carried out service routing plans for satellite installers in the field and Provided map support to installers that are en route to appointments

  • Communicated with customers to schedule technician visits for service and trained less experienced members of the team.
  • Organized and relayed additional jobs for technicians that may have jobs fall through.
  • Updated tracking grid to keep the operation appraised of current customer/technician statuses together with record of service calls and work orders.
  • Received calls from customers requesting information and changes in Programming and products and services.
  • Accurately and consistently tracks work, including monitoring communications to/from and statistics on a daily/monthly basis.
  • Provided Technical call coaching and acts as an advanced technical resource to functional area.
Candidate Info
5
years in
workforce
5
years
at this job
BS
Computer Science
13

Help Desk Supervisor

Managed IT team of four technicians and mentored them in support of greater service levels and end user satisfaction

  • Monitored, tracked, benchmarked and analyzed trends in Service Desk requests and user-satisfaction.
  • Implemented Service Desk best practices and methodologies and ensured appropriate use of tools to provide quality support
  • Developed long-range technology and process improvement roadmaps and introduced ITIL Service Management and Asset Management to the organization
  • Developed and put into practice Metrics and Reporting processes for improved Incident, Problem and Change Management, and owned Incident Management tool maintenance, licensing and optimization
  • Provide full computer, network, and mobile device support for all C-level and senior executives
Candidate Info
11
years in
workforce
1
year
at this job
HS
Electronics And Computer Technology
BS
Computer Science
MS
Information Technology

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