Helpdesk Manager Resume Samples

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Helpdesk Managers coordinate staff providing technical support to company clients. Typical duties listed on a Helpdesk Manager resume are taking phone calls, identifying malfunctions, troubleshooting technical issues, updating software, setting schedules, and training employees. Based on our selection of example resumes for this position, the most sought-after skills in a Helpdesk Manager are technical expertise, leadership, effective communication, teamwork, time management, problem-solving skills, and customer focus. Education requirements include a Bachelor’s Degree in an information technology field.

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1

Helpdesk Manager

Managed a team responsible for supporting CDNOW staff, including desktop, application and network support

  • Hired and managed team of ten desktop support technicians across four locations in the US and Europe
  • Built and supported Windows and Apple clients
  • Administered Apple network with 125 clients
  • Maintained a high level of end-user satisfaction as company grew from 150 to 650 employees in under a year
Candidate Info
5
years in
workforce
2
years
at this job
BA
English
2

Laptop Helpdesk Manager/computer Technician

Provided software and hardware technical support for College desktop environment and managed the laptop helpdesk

  • Operated the ITS Department's laptop helpdesk, managed the ITS helpdesk technical support team of 7 to 10 undergraduate students, and tracked service requests in the Heat (FrontRange Solutions) database system
  • Organized and executed laptop imaging and distribution to students each semester, repaired PC hardware and resolved software problems for College staff and faculty
  • Coordinated with College faculty to determine course software and educational computing needs for students
  • Trained student, staff, and faculty in the use of Microsoft Office 2000/XP and Windows 2000/XP Pro
Candidate Info
2
years in
workforce
2
years
at this job
BS
Political Science
3

IT Helpdesk Manager - Administrator

Successfully developed and led ten resources in the direct and remote support of applications, computers and networks servicing the needs of 2000 customers in 233 branches across Florida

  • Created trending tools to measure improved resolution times in inbound service and project requests
  • Designed weekly analysis summaries and monthly productivity charts using exported BMC Footprints data for senior management and C-level executives detailing the 99.998% service up time achieved
  • Managed and completed 30+ projects improving internal processes, end-user productivity, and revenue generation while raising overall effectiveness within the department
  • Redesigned and implemented productivity and quality evaluation system, demonstrating improvements in both the team's efficiency while delivering the highest company customer satisfaction ratings in its history
  • Improved customer trust relationships by acting quickly to resolve issues and enhancing their success
Candidate Info
20
years in
workforce
1
year
at this job
BS
Computer Science
4

Helpdesk Manager

Managed Helpdesk and Technical Support staff. The environment consisted of supporting IBM AS/400s, PC environment and over 800 users

  • Implemented and maintained call tracking and reporting system using Heat Helpdesk application. Performed application upgrades and customization
  • Oversaw project for implementation of inventory tracking system and NetCensus Asset Management System
  • Worked with team to implement disaster recovery planning process for AS/400 and PC\Novell platforms to off-site vendor location
Candidate Info
6
years in
workforce
5
years
at this job
MA
Information Systems Management
5

Helpdesk Manager / Server Administrator

Managed the computer helpdesk for 400+ employees directing the activities of up to 4 technicians in a Novell/NT manufacturing environment. Set up computers, for new users; distributed A/V and VTC equipment for meetings; designed intranet web-based programs for end users.

  • Successfully orchestrated a Novell to Windows 2000 Server migration for 400 machines in a 24-hour period. Subsequently installed XP on the same machines within two weeks. Developed a detailed execution plan resulting in flawless evolution.
  • Upgraded a Rolm 9751 PBX to an Avaya PBX with 400+ nodes. Coordinated cutover effort with the vendor for a seamless transition to the new switch.
  • Worked with vendors on multiple project including fiber cabling of 100 acre property.
  • Oversaw software revision updates and patches.
Candidate Info
8
years in
workforce
3
years
at this job
AS
Telecommunications Systems Management
BS
Technical Management
MA
Project Management
6

System Administrator/helpdesk Manager

Managed the day to day helpdesk operation that support 2000 end-users

  • Coordinated workflow operations with the Deputy Chief of Technical Operations to evaluate and identify issues that affected the seamless operation of the helpdesk.
  • Prepared and presented proposals for restructuring the helpdesk operation in preparation for a 100% increase in support responsibilities beginning in 2008.
  • Managed service request to close support teams through Lotus Notes and Remedy call tracking systems.
  • Conducted Mid-Term performance reviews with individual helpdesk representatives.
  • Lead disciplinary action meetings with helpdesk personnel.
Candidate Info
21
years in
workforce
7
months
at this job
7

North America Helpdesk Manager

Directed multi functional customer service operations to include a 24x7 call center, email teams, field operations, and telephony services unit

  • Maintained all reporting used to provide internal and external leadership with center productivity results, trending, volume and gap analysis
  • Coached and developed a staff of 35 helpdesk analyst.
  • Assisted with budget development and managed staffing, training, expenditures, scheduling and compensation within budgetary constraints
  • Created strategic vision and implemented practice and policy to achieve goals and objectives
  • Aligned short and long term strategies to meet client expectations
  • Project planned and managed for all potential new business
Candidate Info
5
years in
workforce
5
years
at this job
BA
Business Administration
MBA
Human Resource Management
8

Helpdesk Manager

  • Assumed full accountability for processing numerous operations and repair requests for the White House staff on a daily basis
  • Performed data entry of White House repair requests into Maximo database for proper routing
  • Cultivated frequent interaction with White House shop supervisors and staff to develop complex payroll for 70 employees
  • Regularly checked and set schedule for government vehicle as well as secured all vehicle keys for staff use
  • Completed all assigned tasks at high profile White House special events, which included close communication with various press, congressman, senators, celebrities and other high level visitors
Candidate Info
7
years in
workforce
3
years
at this job
AS
Global Management
9

Helpdesk Manager

Assumed full accountability for processing numerous operations and repair requests for the White House staff on a daily basis

  • Performed data entry of White House repair requests into Maximo database for proper routing
  • Cultivated frequent interaction with White House shop supervisors and staff to develop complex payroll for 70 employees
  • Regularly checked and set schedule for government vehicle as well as secured all vehicle keys for staff use
  • Completed all assigned tasks at high profile White House special events, which included close communication with various press, congressman, senators, celebrities and other high level visitors
Candidate Info
7
years in
workforce
3
years
at this job
AS
Global Management
10

Helpdesk Manager

  • Managed 21 technicians in multiple teams across three states, NC, SC, and GA.
  • Instructed and trained the helpdesk technicians on new technologies and procedures to support a network of over 1,800 and growing.
  • Led projects and technologies associated with bank acquisitions involving the network and helpdesk.
  • Provide IT support for Board Member meetings and functions.
Candidate Info
2
years in
workforce
2
years
at this job
AA
Business Administration
BBA
Accounting
Motorcycle Technology

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