It Support Manager Resume Samples

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IT Support Managers provide day-to-day leadership and guidance to end-users support teams to help them provide quality customer support.? Skills relevant to this position and found on sample resumes include managing the technical support team, analyzing ticket metrics and leading changes to reduce ticket volume, upgrading PCs for trading desk associates without interrupting business transactions, and creating training materials to assist with rolling out new technologies. Top candidates should be able to show a basic knowledge of Windows and Linux operating systems, networks, databases, and network security concepts and tools on their resumes, and some employers do prefer bachelor's degrees.

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1

IT Support Manager, Circle K

Responsible for 12 direct reports

  • Provide IT Support Services for 1047 Retail Stores and 415 Employees
  • Vendor manager for 6 different vendors and 3 different depots
  • Provide project management for multiple concurrent IT initiatives
  • Recent projects: Office 365 migration for 450 users. Migrated 275 users to Windows 7. Completed 170 user hardware refresh. Developed processes to reduce SLA violations, increase department customer satisfaction rating.
  • Championed a retail print solution initiative that has reduced field failures by 85% and cost of operation by 65%. Resulting in a net savings of $512,000 per fiscal year across implemented locations.
Candidate Info
12
years in
workforce
6
years
at this job
25th Academy Of Comunity Leadership
Management
2

Regional IT Support Manager

Trained and developed team of Regional IT Support Specialists to replace formerly outsourced helpdesk and hardware support.

  • Led Team responsible for preventative maintenance, level 1-3 technical support, repair and root cause analysis for [company name] Northeast, South and Central regions totaling more than 500 restaurants.
  • Managed all rollouts and projects for the nationwide IT Support Team.
  • Mentored other IT Support Managers in their development.
  • Prepared and developed team for advancement resulting in 3 direct charges being promoted to IT Support Manager within 16 months (to fill three of five total IT Support Manager positions).
  • Achieved performance rating of '1', "outstanding in all areas of his or her position." (2009, 2010).
Candidate Info
14
years in
workforce
2
years
at this job
BA
Liberal Arts Ba
Information Technology
3

IT Support Manager

Represented IT, influencing executive management team decisions regarding software, hardware, training, and systems policies.

  • Project Manager for numerous system launches including upgrades to Windows 7, Microsoft Office 2007, AutoCAD 2012, Revit 2012, and hardware upgrades.
  • Responsible for asset management and replenishment for all IT inventory.
  • Developed, implemented and maintained IT policies, procedures and guidelines for Systems Support and Operations.
  • Led a team of three, in the direct day-to-day technical support for 300 staff members.
  • Supervised and trained help desk technician and administrative staff.
Candidate Info
17
years in
workforce
3
years
at this job
BA
Communication
4

IT Support Manager

Represented IT, influencing executive management team decisions regarding software, hardware, training, and systems policies.

  • Project Manager for numerous system launches including upgrades to Windows 7, Microsoft Office 2007, AutoCAD 2012, Revit 2012, and hardware upgrades.
  • Responsible for asset management and replenishment for all IT inventory.
  • Developed, implemented and maintained IT policies, procedures and guidelines for Systems Support and Operations.
  • Led a team of three, in the direct day-to-day technical support for 300 staff members.
  • Supervised and trained help desk technician and administrative staff.
Candidate Info
17
years in
workforce
3
years
at this job
BA
Communication
5

Regional IT Support Manager

Managed a six-person level 2/3-tech support team that supported 2,400 users in the Greater Philadelphia area

  • Negotiated expansion of team responsibilities (from local site only) to include support of Greater Philadelphia satellite locations and provide overflow support of Delaware Call Center operations
  • Ensured that all bug reports were addressed in a timely manner and workload remained evenly distributed by gathered and analyzed monthly metrics
  • Successfully lead Datacenter and Site Move project, completed all work site in two days, instead of allocated five
Candidate Info
5
years in
workforce
3
years
at this job
BS
Information Technology
6

IT Support Manager

Point of contact for resolution of OS, hardware, software, and mobile device issues for executives and business critical associates on the trading floor.

  • Managed technical support team for Capital One bank branches in Manhattan.
  • Analyzed ticket metrics and led changes to reduce ticket volume.
  • Upgraded PCs for trading desk associates without interrupting business transactions.
  • Created training materials to assist with rolling out new technologies.
  • Trained technicians for mobility support
  • Setup new users and provided one on one training when needed.
Candidate Info
14
years in
workforce
8
years
at this job
BA
Public Relations
7

IT Support Manager

Managed the implementation and delivery of new out-sourced support model

  • Implemented a metric based system for measuring IT productivity
  • Managed vendor support delivery and resourcing model
  • Improved team efficiencies and support processes, resulting in 45% improvement in key support metrics
  • Identified, developed, and implemented Standard Operating Procedures
Candidate Info
4
years in
workforce
1
year
at this job
AA
Business Technology
8

IT Support Manager / Project Coordinator

Managed helpdesk support structure, creating, monitoring and insuring completion of helpdesk support work orders for large (500+ users) multi-location international business publisher via automated ticketing system, averaging over 300 new work orders per week.

  • Planned, coordinated and supervised technology deployment projects, moves, and roll-outs.
  • Provided local and remote technical support for hardware, software, network, and telecommunications.
  • Instituted user service satisfaction surveys and assessment program and presented reports to management.
  • Consulted with principals of user departments to determine areas for service improvement.
  • Initiated, researched, specified and submitted to vendors all IT hardware and software purchases, in amounts exceeding $3 million annually; received, documented, and deployed new equipment.
Candidate Info
9
years in
workforce
4
years
at this job
HS
(1) Network Engineering And Data Communications
BS
Business Administration
9

ERP IT Support Manager

Managed the availability of the Oracle ERP application set for production, beta and alpha environments (>130,000 users).

  • For system outages, led the development and execution of restoration plans, conducted root cause analysis and assigned corrective actions (ITIL IcM and PbM).
  • Communicated with Sr. VPs and C-level executives on status of critical escalations.
  • Created a streamlined Major Incident and PbM process to manage all issues during US business day.
  • Managed the IT relationship with the Services division during ERP transition.
  • Met weekly with CIO and Services executive VPs.
  • Recognized with MVP award for this work.
Candidate Info
25
years in
workforce
2
years
at this job
C
Certificate
C
Executive Leadership
BS
Computer Science
10

IT Support Manager

Negotiated a major cable upgrade in the NY office from Cat 3 to Cat 5, cost saving of 80k.

  • Implemented new procedures and training for Blackberry and Treo devices, using Good Technology.
  • Managed a successful conversion of four offices in five weeks from Lotus Notes/Office 97 to Outlook/Office XP.
  • Successfully negotiated RFP's within project deadlines.
  • Maintained team of 12 on Helpdesk, 1-3 tiers and also manage the firm's training department.
  • Spearheaded all technical aspects required to open the Chicago office, including router and server configurations and set-up.
  • Successfully shutdown and restarted all network services during the Eastern power outage.
  • Developed and implemented new procedures and employee time schedules for department.
Candidate Info
8
years in
workforce
3
years
at this job

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