It Service Manager Resume Samples

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IT Service Managers design, create, and maintain IT services either within the organization they work for, or for external customers. Resumes for this position highlight such duties as setting client expectations during the onboarding to ongoing IT service delivery, managing datasets for reporting tools that provide reports from the company's SQL databases, and reviewing strategic technology plans with clients to ensure business continuity. Insofar as an educational background is concerned, sample resumes show that a degree in a relevant field is usually required for this position.

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1

NAMR IT Service Manager

Developed and executed a worldwide service center to handle first level calls and build a sustainable model to achieve company growth while improving user satisfaction.

  • Increased overall efficiency, enabling the organization to effectively adapt with new demands in technology; as well as improving local IT staff to user ratio from 1:45 to 1:90.
  • Led the improvement of consultant productivity through proactive maintenance of laptops and client-site support.
  • Spearheaded the deployment of a centralized hotline in North America; consequently being adapted and utilized across 80 offices worldwide.
  • Acted as the driving force behind the achievement of the highest satisfaction rate.
  • Earned promotion to senior manager (top 3% of Business Services Team); as well as the WW Leadership Award for overseeing a large team through change management.
Candidate Info
18
years in
workforce
10
years
at this job
MS
Engineering
2

IT Service Manager (itsm) Schlumberger -total E&p Project

Implemented and led IT outsourcing contracts, maintained and managed contracted services including applications, network, data center, desktop and helpdesk. Additional responsibilities included customer and vender coordination, budget, additional revenue, asset management, purchasing, and contract negotiations.

  • Led technical support team, resulting in 40% improvement in the Service Level Agreement over the 4 years.
  • Provided budget support to IT Management, which reduced customer’s costs by 15% annually and increased [company name]’s revenue by 25%.
  • Increased revenue (10%) and decreased costs (15%) by improving business processes and implementing project management best practices.
  • Project managed the office and Rig build-out in the Gulf of Mexico, Alaska, and drill site locations.
  • Planned and implemented the migration / consolidation and move of three datacenters and the new office build-out. Completed project within 90-days, meeting financial and technical deadlines
Candidate Info
7
years in
workforce
6
years
at this job
BS
Electrical Engineering
3

IT Service Manager

Managed 21 employees. Member of 3 person senior managers group that was responsible for developing and implementing corporate planning and direction. Reported directly to president. Participated in meetings concerning corporate AR, AP, and other budget issues. Assisted technicians in the repair of computers when needed. PR visits to customers. Functioned as network administrator when full-time administrator was away.

  • Service department gross profit increased by 400% in first year as service manager.
  • Developed good support procedures.
  • Implemented a customer first attitude in the IT services team.
Candidate Info
2
years in
workforce
2
years
at this job
Teletypewriter Repair (mos 29j)
Personnel Administrative Specialist (mos 75b)
Music
4

VP / IT Service Manager

Recruited to manage all associates that provided customer service, including internal helpdesk, external help desk and second level desktop support teams.

  • Evaluated As Is processes and determined To Be processes, working with IT associates, CIO and business associates
  • Developed and instituted SLAs, consistently receiving 95%+ ratings in all 5 customer satisfaction categories
  • Implemented call tracking system, ensuring all calls were effectively routed, real-time stats displayed and phone metrics reported
  • Researched, implemented and customized case tracking system, ensuring all incidents tracked, process steps built-in and case metrics reported
Candidate Info
5
years in
workforce
1
year
at this job
5

IT Service Manager

Oversee a network of over 2000 faculty and 7000 students across 12 schools with a team of 7 employees.

  • Established Asset Management system for all district IT assets.
  • Provided ongoing support to student and faculty with the utilization of a central ticketing system.
  • Assisted in the architecture for the implementation of the PARCC Assessment. Provided and coordinated PARCC support for students and staff for both field test and live test.
  • Experience with educational systems such as Genesis, Schooldude, and MyBigCampus.
Candidate Info
23
years in
workforce
3
years
at this job
BS
Science And Technology
Network Engineering
6

IT Service Manager

Managed IT Services and Operations team in all aspects of support related activities. Coordinated telephone support for 106 retail stores and 4 office locations. Oversaw technical support of eight to ten new store openings and renovations a year.

  • Managed team that supported a Windows Active Directory environment to provide services for File/Print, Microsoft Exchange, SAP R3/BW, Oracle, SQL, VMWare, and other applications.
  • Drove new out-sourced Help Desk first-call resolution up to 46% in 9 months by tracking performance metrics, monitoring calls and providing direction, resources and documentation as needed.
  • Managed contract with professional support company in New York City to provide on-site technicians, increasing timely responses to trouble-calls in Windows and Mac OS environments.
  • Performed the role of Technologies Services Manager for global parent company, Nike, and served as a liaison between [company name] and all the Nike affiliates.
Candidate Info
19
years in
workforce
5
years
at this job
AS
Electronics Technology
7

IT Service Manager

Asset Manager responsible for coordination and control of over $5 million in IT equipment. Also handle IT incident management, report design and development, and assisting with creation and deployment of new Configuration Management Database (CMDB) from the ground up.

  • Instituted asset-tracking procedure at the company.
  • Created asset management and tracking policies to prevent loss and help curtail theft of equipment.
  • Facilitated teams to resolve technology related outages that impacted systems company wide.
  • Developed and maintain several reports including budget tracking to ensure that department stayed within budget constraints, while leaving purchase order detail easily available for budget consideration in the following year.
Candidate Info
27
years in
workforce
2
years
at this job
BA
Organizational Communications
8

IT Service Manager

Process owner for Problem, Availability, and Change (PAC) Management. Responsible for the creation, development, communication, training and continuous improvement processes and documentation.

  • Chaired regular meetings in alignment with the PAC processes including change/emergency change advisory board (CAB) meetings, Critical Incident Report (CIR) meetings, problem management meetings and release meetings.
  • Developed risk based approach for processes to minimize business impact for critical applications, which contributed to an increase in key systems availability from 98.0% t0 99.9%.
  • Produced, through strong report writing and analysis skills, regular and accurate management reports including metrics for each of the PAC processes.
  • Built and maintained trust relationships with technical teams and IT managers to ensure full, relevant, and accurate information is shared to the benefit of all stakeholders.
Candidate Info
24
years in
workforce
2
years
at this job
BS
Mathematics
9

IT Service Manager

Manager responsible for delivering global standard and customized IT solutions to the R&D (lab teams) and Emerging Business (IT for Profit) customer segments. This included a large staff of global IT professionals focused in system administration, network design/management, infrastructure transformations, and core IT technologies. Focused on strong business relationships that resulted in moving customers to standard IT solutions and delivery models.

  • Consistent financial performance in managing a $14M budget
  • Demonstrated leadership for a global delivery organization of 120+ staff
  • Strong relationships with business stake holders and peer IT organizations resulting in the right sponsorship for change while minimizing escalations
  • Successful track record of global delivery results including standardizing diverse delivery environments for the R&D segment, including many acquisitions
  • Leadership for rapid transformational process for new customers to assure they are fully integrated into standard delivery model
Candidate Info
12
years in
workforce
7
years
at this job
BS
Electrical Engineering
10

IT Service Manager

  • Developed standard policies and practices that aligned with business strategies to decrease costs, and increase technician productivity in the field
  • Revitalized the corporate service desk and help desk activities to provide resolution to escalated issues
  • Strengthened and maintained relationships with vendors, business partners, and customers in conjunction with corporate leadership
  • Organized technical service and Help Desk departments to fully support all customers technology needs
  • Led Network Operations Center to ensure 99 % uptime for customers network connectivity
  • Tackled the scheduling of technology staff as required by clients contracts
Candidate Info
14
years in
workforce
6
months
at this job
AAS
Microcomputer Technology - Graphics And Windows Specialization
BBA
Business, Information Systems
MS
Human Environmental Sciences - Interactive Technologies

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