Service Desk Manager Resume Samples

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Service Desk Managers provide resources necessary to the Service Desk team, as well as create and maintain procedures for problem resolutions and processes. Responsibilities highlighted on example resumes in this field include developing a unified IT support call center to maturity as a single point of contact for thousands of technology users, and creating and implementing process improvements to better monitor team productivity and increase customer satisfaction. In order to be considered for this position, a candidate must have a bachelor's degree in computer science/engineering, information systems management, or a related field on his or her resume.

1

Service Desk Manager

Manage the CDC/OCOO/OD/PGO Service Desk providing Tier 2 support for the Integrated Contract Expert (ICE) application, Tier 1 support IMPAC II grant application and limited support for Purchase card and other intranet services including SharePoint. My leadership has enabled the desk to provide consistently above average performance resolving issues for customers and achieving a customer satisfaction rating above 85% for the last 6 months.

  • Improved reporting metrics, create, maintained and updated operational process documentation that improved collaboration with other service desks (i.e. MISO, OCFO and PGO Tier 3 support).
  • Received outstanding employee recognition for last quarter of 2014 leading the PGO Service Desk
  • Assist in triage of phone calls and email generated tickets to PGO Service Desk
  • Collaborate with CDC management and other business partners that has improved efficiency in ICE support and reduced downtime for contract and grant management specialists.
Candidate Info
41
years in
workforce
2
years
at this job
AS
Electrical Engineering
BA
Information Systems
MBA
Technology Management
2

Service Desk Manager

Provide quality, cost efficient systems support for the customer while acting as a facilitator between the customer and other support departments. Managed Staff of 30+ employees in a 24/7/365 environment

  • Received a merit award from Account Executive for increasing our account revenue through organic expansion by $500k/year.
  • Maintained a 93% positive customer satisfaction rating increased the first call resolution percentage by 50% during the same period.
  • Reduced the number of open incidents by 53% at the same time there was an increase of 40% of tickets.
  • Consolidated 2-room service desk environment into a 1-room service desk environment with a more ergonomic desk setup with a "pod" like structure that allowed us to align support groups more appropriately.
  • Co-created new process called "Daily Work Flow" meetings. This added the value of enforcing all areas of IT to manage their incidents in a more timely and organized fashion.
  • Participated in PCI (Payment Card Industry) and sOX (Sarbanes-Oxley) audits as they were held.
Candidate Info
18
years in
workforce
6
years
at this job
AS
Applied Science
3

IT Service Desk Manager

Managed a Service Desk call center, Desk Side, Trainers and Software Analyst teams, including 10 associates. Provided high quality technical support for 1,000 domestic and international customers. Ensured adherence with standards. Led in development of strategic directions for teams to address critical business needs. Formed and facilitated root cause analysis teams as needed. Managed SLA's for entire team, communicated clear expectations to customers regarding response and resolution times.

  • Effectively monitored delivery of service, achieved satisfaction levels of 94%.
  • Analyzed escalated issues and identified/implemented solutions that improved service quality.
  • Developed support process improvements that resulted in greater efficiencies.
  • Created Service Level Agreements in partnership with cross functional business teams.
  • Reduced aging issues by 20% by facilitating Problem Management process and meetings.
  • Participated on several projects resulting in effective implementations.
Candidate Info
5
years in
workforce
5
years
at this job
AS
Leadership Development Programs
4

Service Desk Manager

Increased retention via incentive/bonus programs, active and sincere engagement with employees, identifying company perception challenges and developing training requirements and career paths that staff could easily understand and follow.

  • Conducted all hiring, training/mentoring, scheduling and performance reviews of 14 Desk/Field Level I/II Engineers, four client-staffed (remote) Level II Engineers, two Help Desk Coordinators and two Level III escalation admins.
  • Increased client survey satisfaction numbers from 93.8% to 96.3% with an exceptional attrition rate of one lost client.
  • Identified staff/process inefficiencies and client on-site scope creep that yielded up to an annual savings of $20,000 per incident. Total evaluations resulted in nearly $170,000 annual savings.
  • Worked with the CTO, CEO and VP of sales to convert existing per-incident clients to managed clients. Provided service utilization reports of profit-draining clients, yielding an overall increase of MRR from $318K to $362K in just over a year.
  • Managed all aspects of the Service Desk for a busy and growing Managed Service Provider servicing 110+ clients, over 9,000 seats and a volume of 1500 calls and 5500 tickets per month.
  • Produced a wide variety of both off-the-shelf and custom Excel reports/metrics highlighting industry-standard KPIs.
Candidate Info
13
years in
workforce
1
year
at this job
5

IT Service Desk Manager

Oversaw 10 associates focusing on end-user incidents, service requests, and promoting a culture of IT Service Management.

  • Increased awareness of IT service outages and planned changes by globally revamping IT communication strategy.
  • Minimized downtime and increased awareness of Priority 1 incidents by developing internal Global IT process and communication strategy.
  • Promoted Service Desk and Self Help tool services by leading site-wide awareness program.
  • Standardized and improved work processes and weekly / monthly KPI reporting by instituting a global framework.
  • Increased capabilities of new service desk technicians by establishing a technical training program.
  • Prioritized workload and balanced resources through proactive review of ticket queues and participation in project management discussions.
Candidate Info
4
years in
workforce
2
years
at this job
BBA
Computer Information Systems
6

Service Desk Manager

Managed the operation of 17 Service Desk personnel to provide support to 3500 users.

  • Reduced the incident ticket backlog from 2011 and 2012.
  • Increased response times to surpass SLAs/requirements.
  • Mentored staff and trained office personnel on Remedy 7.5
  • Established the OCIO Service Desk Customer Satisfaction Survey.
  • Participated as a member of the Change Control Board.
Candidate Info
11
years in
workforce
1
year
at this job
7

Service Desk Manager / Desktop Support Manager

Managed a group of technical specialists focused on supporting business lines globally 24 by 7. Directed support activities for desktop services and Help Desk functions. Managed internal and outsourced functions that provided shared and dedicated support services to 15,000+ internal customers across the Americas.

  • Managed large helpdesk/desktop support technical teams for both trading and non-trading operations.
  • Tracked and measured vendor performance based on contractual SLA's to ensure objectives were consistently met with the highest degree of efficiency while monitoring ongoing expense control.
  • Supervised a dedicated MAC (moves/adds/changes) group that handled relocation activities for non-data center equipment. Always met or surpassed objectives within timeframe and budget proposals.
  • Modified staffing levels to achieve cost reductions while improving customer service levels.
Candidate Info
7
years in
workforce
3
years
at this job
Electronics
8

Service Desk Manager

Started as a service desk engineer supporting end users with various hardware and software problems.

  • Promoted to a service desk manager leading a team of three, and then six, after new labs were acquired.
  • Met regularly with general managers of locations to update them on department status, get their IT feedback, and address any areas or issues that are of urgent attention.
  • Designed and launched an upgraded service desk version of Techexcel, created training documents, and introduced it to the end users.
  • Supervised the team, monitored the service desk incidents, ran reports, and used specific KPIs to measure my team on their performance.
  • Supported users remotely using Teamviewer tool or RDP, as well as email, and phone support.
  • Issues and requests that we commonly dealt with include but are not limited to: New users Set up in AD, Cirtix access, Microsoft Dynamic AX problems, printer and phone problems, OS upgrades, hardware, and software problems, and in-house programs related issues.
  • Managed yearly department budgets (hardware and software), maintained an up to date list of asset management, and purchased department inventory.
Candidate Info
15
years in
workforce
4
years
at this job
C
Certificate
MA
Mis
9

It Service Desk Manager

Managed Service Desk/IT Help Desk call center team of 30 employees, (first level and advanced level) who provided support for desktop, hardware and software problems and requests for 16,000 TXU/ATMOS ENERGY employees 24 hours a day, via phone, email and remote control tools.

  • Deployed Help Desk Institute best practices and monthly resolved 11,000 computer, mainframe, print and application servers, security, system, telecommunications problems and requests
  • Negotiated and managed client and vendor software, hardware and contract service level agreements
  • Coordinated and negotiated incident, problem, change and project management, to assure minimal or no service impact
  • Utilized problem-solving techniques and critical analysis to resolve critical
  • Prepared technical guides and trained employees and customers for service improvement
  • Attained "Best in Class" Gartner Group award designation with decreased call analysis talk time, increased first call resolution time, and increased customer satisfaction rating, attributed to entire team obtaining industry standard certifications, A+ Computer Hardware and Microsoft Office User Specialist (MOUS)
Candidate Info
9
years in
workforce
9
years
at this job
BBA
Bachelor of Business Administration
10

Service Desk Manager, U.s

Managed daily SD activities, responding to more than 50,000 user contacts monthly

  • Supervised, trained and coached more than 50 SD technicians and system administrators
  • Monitored SD performance against key performance indicators and service level agreements to ensure service and quality objectives were met
  • Interviewed and evaluated candidates for SD positions as technicians and administrators
  • Worked collaboratively with Government and contractor staff to review and refine problem handling and escalation processes
  • Oversaw the knowledge base to ensure that the 1,500 documents it contained were regularly reviewed and updated
Candidate Info
8
years in
workforce
2
years
at this job
BS
Individualized Studies

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