Help Desk Manager Resume Samples
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Help Desk Manager Resume Samples
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MU
M Ullrich
Miles
Ullrich
2538 Reece Village
New York
NY
+1 (555) 694 2997
2538 Reece Village
New York
NY
Phone
p
+1 (555) 694 2997
Experience
Experience
New York, NY
Help Desk Manager
New York, NY
Lind LLC
New York, NY
Help Desk Manager
- Leidos is a global leader in the integration and application of information, technology and systems working to solve the world's toughest challenges in the civil, health, defense, intelligence and homeland security markets. The company's 33,000 diverse employees support vital missions for government and commercial customers in 30 countries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company's diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer
- Troubleshooting software application issues to resolution or to provide more accurate information to software developers and business staff to resolve issues
- Provide support and research analysis for desktop, software and hardware functionality in response to business partner questions; including researching and resolving problems with printers, scanners, other peripherals and utilities as they interact with the desktop (desktops can include PCs, Laptops, Macintosh PCs and Power Macs or any other Eaton Vance computerized equipment), plus the operating systems and software
- Identify processes, systems and/or applications that will improve Service Center functions
- Supporting customers in the areas of system/user access, , access/procedural questions, functional application support, connectivity/performance issues
- Advise management on feasibility of potential Service Center projects
- Provide daily supervision and direction to the team and act as a coach and mentor
Phoenix, AZ
IT Help Desk Manager
Phoenix, AZ
Rippin, McGlynn and Hayes
Phoenix, AZ
IT Help Desk Manager
- Monitor incident management database and follow up with assigned personnel to ensure timely resolution of problems, meeting operational Service Level Agreements
- Manage and maintain a centralized support documentation enabling Help Desk staff and support technicians to streamline response and resolve incidents with minimal disruption to expected service levels
- Certification from a specific manufacturer such as Microsoft, or a general certification as a Help Desk manager from an organization such as the Help Desk Institute (HDI) a plus
- Develop, manage and maintain reports for internal support teams and IT management to provide necessary issue status
- Manage, maintain and develop incident management database and all associated configurations and connections
- Manage a portfolio of projects and continuous improvement initiatives
- Manage the Help Desk staff including performance evaluations, promotions, training, hiring and disciplinary responsibilities
present
Detroit, MI
Help Desk Manager, .T
Detroit, MI
Weissnat, Deckow and Koelpin
present
Detroit, MI
Help Desk Manager, .T
present
- Works with upper management to develop plans, forecasts, and budgets for the I.T. department
- Creates and manages escalation procedures and ensures service levels are maintained
- Collaborates with management to develop helpdesk standards, as well as research and procurement of relevant technology
- Creates and manages procedures
- Prepares progressive reports for all work performed
- Documents and trains on all work performed
- Develops IT tech schedules, prioritizes support calls and resources for installation and support
Education
Education
Bachelor’s Degree in Creativity
Bachelor’s Degree in Creativity
Hofstra University
Bachelor’s Degree in Creativity
Skills
Skills
- Basic network technology knowledge (LAN/WAN and wireless)
- Strong interpersonal and communication skills and the ability to work effectively within branch departments
- Strong working knowledge of computer networks including servers, LAN switches, TCP/IP, and VPN
- Excellent computer literacy including knowledge of MS Word and Excel
- Strong attention to detail
- Strong analytical and problem solving skills
- Great interpersonal skills
- Excellent communication skills (written and verbal)
- Demonstrated ability to mentor individuals, build and lead teams
- Highly organized
15 Help Desk Manager resume templates
Read our complete resume writing guides
1
IT Help Desk Manager Resume Examples & Samples
- Own delivery of excellent Help Desk service to all TOMS’ employees and contractors
- Manage HQ and EMEA Help Desk team to global standards, with global service delivery metrics
- Develop your team through a mixture of personal mentoring, stretch goals, and formal training
- Manage the ServiceNow Service Desk System for IT and other departments
- Manage hardware capital planning from purchase, through deployment and disposal
- Manage software licensing including Microsoft EA and Adobe Cloud contracts
- Manage cell phone and mobile device contracts
- Manage eFax, Web Conferencing, and Video Conference contracts and services
- Manage delivery of print and copy capabilities within HQ
- Provide Level 1 support to Retail Store staff in US and EMEA
- Coordinate Help Desk best practices with China office to global standards
- Deliver Help Desk projects on time, within budget
- Implement best practices of Lean, ITIL and 5S to ensure highly effective, repeatable service levels
- Provide technical leadership to team to aggressively drive use of management tools like Casper, SCCM, Bomgar etc
- Engage and supervise temporary and contract resources as needed
- Proven track record delivering high service levels in global, fast-paced, dynamic environment
- Excellent knowledge supporting Windows and Mac platforms as well as common Office applications
- Experience supporting enterprise applications such as ERP or development tools is a strong plus
- Minimum 5 years of experience managing a Help Desk team, with strong technical background
- Strong interpersonal and written and oral communication skills
- Demonstrated ability to assess and leverage new technologies and business processes
- Ability to be on-call for urgent service issues. Ability to travel internationally 1-2 weeks/year
2
Help Desk Manager Resume Examples & Samples
- 5+ years of General IT experience; 3+ years of working in a helpdesk/service role (troubleshooting problems); 2+ years of experience managing a Help Desk; 4+ years of experience in Helpdesk Operations that includes both Mac and Windows and documenting troubleshooting steps/instructions
- Previous experience with: Windows 7; Apple Support and Mac Integration (10.6+); Microsoft Server 2003/2008/2012; Microsoft Desktop Support; Microsoft Office 2010/2013; and, iOS device management
- Basic network technology knowledge (LAN/WAN and wireless)
- Active Directory and network account support proficiency
- Working knowledge of Cisco IP phone administration
3
Help Desk Manager Resume Examples & Samples
- Responsible for leading the Help Desk team in handling all ticket, phone and in-person support to users in the areas of Windows & Mac desktop& application support
- Provide daily supervision and direction to the team and act as a coach and mentor
- Liaison between Software Engineers, Ops team and Help Desk to ensure issues are resolved in a timely manner
- Provide leadership for IT Services projects, including but not limited to, asset tracking, hardware upgrades, and various line-of-business projects
- Ensure that all phases of support are properly coordinated, monitored, logged, tracked and resolved appropriately
- Bachelor’s degree or equivalent in direct work experience
- 2+ years of experience in providing customer service at the Help Desk level at a mid-size company
- Experience with managing service support at multiple locations
- Supervisor/Lead experience at the Help Desk service level
- Candidates must be able to complete an onsite technical evaluation of skills
4
Help Desk Manager Resume Examples & Samples
- Accepting, assigning, creating and resolving Help Desk tickets
- Mentor and develop team members
- Track statistics on issues and problem resolution
- Develop and manage project plans
- Configure Mobile devices
- Handle equipment shipments/deliveries
5
Fiduciary Standard Help Desk Manager Resume Examples & Samples
- Handles Financial Advisor and support staff inquiries through inbound call queue and email
- Answers inquiries by researching and exploring answers and alternative solutions; acts as primary escalation point for desk associates. Should additional escalation be required, Desk Manager will appropriately aggregate and direct to corresponding product/operations teams
- Become familiar with Morgan Stanley’s product offerings and provide applicable guidance as needed
- Develop knowledge of applicable proprietary software and platforms
- Grow and maintain knowledge base on various retirement accounts and plans
- Monitor call queue and track inbound calls
- Keep track of attendance, daily statistics, and other administrative functions
- Work with management and other support areas on refining and scheduling appropriate desk training sessions
- Hold regular feedback sessions with Associates to evaluate soft skills, product and procedural knowledge
- Interview, hire, and train new associates as needed
- Demonstrated success in a fast paced and constantly changing environment
- Detail oriented with an ability to handle multiple priorities
- The ability to effectively manage multiple assignments and tasks
- Solid verbal and written communication skills required
- 5-10 Years of experience working with retirement accounts such as IRAs and 401Ks
- Prior call center managerial experience required
6
Help Desk Manager Resume Examples & Samples
- Provides oversight and leadership for IT wide Incident and Knowledge Management
- Provides oversight, coaching and mentoring to Help Desk support team and delivers ongoing staff performance evaluations
- Oversees a set of standard solution responses while building and maintaining a knowledge base for financial and administrative systems
- Ensures Help Desk operations and coverage are successfully maintained
- Sets team priorities, manages projects, tasks, and escalations
- Collaborates with internal IT teams to develop support process and procedures in order to drive efficiency and deliver customer service oriented results
- Identifies areas for service and support improvement and collaborates with other internal IT teams (Network Services, Platform Support, Desktop Support, Portfolio Management and Application Development teams) on resolutions
- Develops and reviews ticket metrics reports and Help Desk internal processes and procedures
- Oversees individual and team status reports. Coordinates team wide status report and analysis to Manager
- Develops and drives customer service standards
- Manages the development and maintenance of service level agreements for incidents
- Ability to be on-call and responsive to Help Desk support team inquiries
- Experience managing multi-tier IT support teams required
- Exceptional internal and external customer service skills
- Experienced oversight of back office tools for support teams such as remote access, chat tool, ITSM solutions
- Ability to multitask and prioritize workload in a fast paced environment
- Able to handle confidential information in a reliable manner
- Experience supporting financial systems preferred
- Ability to travel to all Moss Adams locations on a scheduled and as needed basis – up to 10%
7
IT Help Desk Manager Resume Examples & Samples
- Responsible for ensuring end users are provided efficient and timely support on a 7x14x365 basis
- Monitor incident management database and follow up with assigned personnel to ensure timely resolution of problems, meeting operational Service Level Agreements
- Serve as the around-the-clock escalation point for all related support issues, providing advanced first level technology support when needed
- Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolve problem situations in a professional manner
- Manage and maintain scheduling to ensure Help Desk coverage during all required coverage hours
- Manage the Help Desk staff including performance evaluations, promotions, training, hiring and disciplinary responsibilities
- Ensure effective Help Desk representation for the coordination of work processes and projects with other departments and teams
- Manage, maintain and develop incident management database and all associated configurations and connections
- Manage and maintain a centralized support documentation enabling Help Desk staff and support technicians to streamline response and resolve incidents with minimal disruption to expected service levels
- Develop, manage and maintain quality and actionable metrics for all Client Services teams
- Develop, manage and maintain reports for internal support teams and IT management to provide necessary issue status
- Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found
- Foster continuous improvement of services to enhance the overall customer experience
- Perform duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
- Communicate effectively with internal support teams and within IT department as a whole
- Generate and deliver effective communications to end users for outages, issues and service improvement opportunities
- Maintain competency and enhance professional growth and development through continuing education, conferences, etc
- Bachelor's degree in a computer-related field or equivalent combination of education and experience is required
- Five or more years of related technical and managerial experience in a Help Desk environment supporting Desktop hardware/software, Wide Area Network, and Local Area Network equipment
- Experience with management and ownership of a Help Desk ticket tracking system/incident management database
- Strong management and decision making skills concerning IT policies, processes and procedures
- Retail experience preferred
- Certification from a specific manufacturer such as Microsoft, or a general certification as a Help Desk manager from an organization such as the Help Desk Institute (HDI) a plus
8
IT Help Desk Manager Resume Examples & Samples
- Be responsible for the delivery of user support activities in the region
- Manage a regional team of User Support Technicians
- Manage a portfolio of projects and continuous improvement initiatives
- 5-7 years’ experience managing a Help Desk in a highly technical user community
- Bachelor’s Degree (preferably in IT related field) or equivalent working experience
- Experienced working in a large global environment (>2500 employees)
- “Hands on” manager with the ability to mentor junior team members and step in as needed to assist in problem resolution
- Experience of both Windows and Apple Operating Systems
- Strong working experience with Microsoft Office products, including Excel, Word, Outlook, Power Point
- In depth knowledge and understanding of Help Desk tools, processes and applications
- Excellent oral and written communication and analytical skills
- Leadership experience, demonstrated success as a change agent
- Effective interpersonal skills including facilitation skills and conflict resolution
9
IT Help Desk Manager Resume Examples & Samples
- Bachelor's degree in Information Systems, Computer Science or related field or equivalent professional experience
- Minimum eight years professional experience managing IT support teams or related IT responsibility
- Strong working knowledge of business technology including hardware, software and peripherals, operating systems and their network operating system dependencies
- Strong working knowledge of Help Desk/Customer Support operational best practices
- Knowledge of security and risk management procedures and requirements
10
Help Desk Manager Resume Examples & Samples
- Manages a team of support personnel who troubleshoot IT issues
- Ensures maximum issue resolutions in minimum time
- Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user
- Provides support 24 hours a day and remains ‘on call’ during off hours
- Assists and coordinates projects with the company in relation to providing better customer service
- Manages a call tracking system which includes computer software and written trouble tickets
- Follows various procedures and protocols for customer service as set by management
- Communicates with team members effectively and provides feedback regarding the quality of services they provide
- Participates in projects throughout the company as needed
- Handles escalated calls or issues; escalates calls further when required or dictated by company
11
Help Desk Manager Resume Examples & Samples
- Experience with DODIIS desktop operating systems Windows XP, Windows 7
- Experience with Active Directory account administration
- Experience maintaining DODIIS Video Teleconferencing Systems
- Experience with setting, up, configuring, and troubleshooting desktop peripherals
- Experience with network computers system security, intrusion management and patching
- Required certified DoD 8570 Level I IAT
- ITIL V3 fundamentals trained
12
Help Desk Manager Resume Examples & Samples
- Provides management guidance by directing, motivating, and developing staff. Encourages the maximization of individual contribution, professional growth, and the ability to function effectively within a team
- Works with clients to determine help desk requirements; negotiates service level agreements. Monitors client requests to identify systematic patterns, which may require adjustment to policies and procedures
- Develops, implements, and maintains policies and procedures for client problems and resolutions
- Manages the design, implementation, and operation of technology or systems for help desk function
- Supervises operational effectiveness during changing call volumes. Manages inbound workflow through understanding and acceptance of multiple access channels. Ensures factors affecting service level attainment are understood and implemented
- Manages the Vendor break-fix relationship, ensuring SLA's are obtained and results are tracked and communicated. Ensures vendor OLA's are adhered to and obstacles preventing adherence are removed
- Understands and assists with the activation of a Business Continuation Plan
- At least 7 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
- At least 3 years experience with management approaches, tools, and techniques for gaining the cooperation and support of others
- At least 4 years experience with providing effective and efficient real-time support for a variety of desk-top technology users
- Product and vendor evaluation
- IT environment
- Information security management
13
Help Desk Manager / Specialist Resume Examples & Samples
- Strong interpersonal and communication skills with all management level
- Strong understanding of accounting standards and principles for tracing and modeling software and asset expenditures
- Must be able to obtain CompTIA Security Plus (+)
14
Help Desk Manager Resume Examples & Samples
- Monitor and Triage all service boards and active service requests including assignment of resources and escalation of issues according to severity and SLA
- Provide 2nd and 3rd Level IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on VMware and Citrix
- Dispatch resources to client site as needed for problem resolution and/or scheduled maintenance
- Document, Monitor, Enhance and Optimize the Following
- Bachelor's degree or HS diploma/GED with 5+ years of helpdesk/IT call center experience
- 5+ years’ experience as supervisor/manager of a customer-facing IT Service team with 5 or more direct reports
- 5+ years’ experience with Microsoft Server and Desktop technologies
- 5+ years’ experience with Active Directory Administration and Group Policy skills
- Possess at least two current professional IT Certifications such as Microsoft or Citrix
- ITIL and/or MOF framework experience and certification a plus
- Advanced knowledge and experience with: Microsoft Windows Networking, Design, Implement and Troubleshoot
- Advanced knowledge of TCP/IP and basic knowledge of IP/Telephony
- Experience producing and analyzing report data
15
Help Desk Manager Resume Examples & Samples
- Direct staff in solving business problems through trouble tickets and in any other method of service requested
- Hire, coach, mentor, review and terminate direct reports
- Daily review and update to tickets
- Develop and report on SLAs/KPIs for tickets and all other services
- Make recommendations for improvements to the structure and tools used by the Helpdesk and Desktop Support teams
- Collaborate with the Infrastructure Manager to coordinate activities and schedules
- Provide AARs, Post Mortems, and Root Cause Analysis as needed/requested following incidents impacting multiple users
- Manage desktops and laptops as well as the systems used to support, image, patch and inventory them
- Ongoing support
- At least 5 years of managing teams focused on technical support
- At least 8 years of experience in a fast-paced corporate Infrastructure, Helpdesk or Development environment
- Experience managing technical employees
- Hiring, coaching, mentoring, reviewing, and terminating employees
16
Help Desk Manager Resume Examples & Samples
- Experience with installing, configuring, testing, and maintaining hardware and software
- Experience with performing security patches and upgrades and data entry tasks
- Knowledge of Microsoft Office Suite
- Ability to manage a technical team of 20+ personnel
- BA or BS degree or 6 years of experience with IT
- CompTIA A+, ITIL Foundations, and HDI Support Center Manager Certification
- Experience with analyzing performance data to drive performance improvement
- Knowledge of leading-edge enterprise IT technologies
- Ability to manage personnel performance
- Ability to be client focused
17
Help Desk Manager Resume Examples & Samples
- Act as the firm point of contact with designated business entities and national/local IT personnel and execute performance management responsibilities including coaching, mentoring, leading by example, and personal development
- Oversee ongoing end-user support, including help desk and technical support services
- Responsible for internal and client-facing application administration
- Manage service delivery and monitor various internal mailboxes relating to application support and escalations
- Provide guidance to resolve complex, project related, organizational and strategic issues
- Five years of technical experience in many areas of networking and software including LAN, Wireless devices, Microsoft Office Suite and third party applications
- Demonstrated strong project management skills with the ability to multitask in a cross-functional environment
- Knowledge of ITIL Incident Management and Service Desk processes, with high analytical ability to manage various technologies and complex issues
- Strong customer service, performance/people management, team building, and motivational skills
- Presents with exceptional written and verbal communication skills
18
Systems Operations Help Desk Manager Resume Examples & Samples
- Manage the day to day Service Delivery operations and act as interface between the delivery units (within Systems Delivery Support) and the client/partners
- Provide support in improving service levels through the identification of incident trends which impacts service delivery, along with supporting metrics and generic reports. Work with the Help Desk and Operations teams (Queries & Investigations and others) to identify high impacting and/or recurring issues, which require special attention, communication and post mortem discussions
- Continual Service Improvement: Post Incident Review process to enhance processes and procedures. Develop continuous improvement strategies for the functions plus metrics to monitor performance
- Work with relevant Technology and other FRO teams to comply with the Incident and Problem Management process, to facilitate and improve status notification, escalation, documentation and management reporting
- Maintain an efficient, direct and timely communication with direct manager, team members and partners
- Assist clients/partners in the achievement of their key business initiatives where operational support is required
- Provide support to the implementation of strategic platforms related initiatives. This would include Regulatory Reporting projects, process migrations, systems consolidations and migrations among others
- Oversee and coordinate the change management function responsible for centralizing, communicating and ensuring full compliance of all system enhancements, operational process changes and initiatives affecting the processes supported by Systems Delivery Support
- Bachelor’s degree in business, finance/accounting, system engineering or equivalent experience
- 5 years experience in Financial Services or Shared Services work environment preferred, including experience in Help Desk or Customer Service roles
- Full term of required experience must include participation in financial systems implementations and financial close month-end activities; exposure to financial data warehouse operations, credit/ risk systems operations, financial and regulatory reporting
- Knowledge of Wholesale and Retail banking products
- Proficient in English is a must
- Self-motivated, takes initiative
19
Help Desk Manager Resume Examples & Samples
- Willingness to work shifts (24x7), willingness to work 12 hour shifts including nights if necessary (this position is for a split shift)
- Excellent verbal/phone customer interaction skills and written communication skills
- Experience with WAN/LAN/Telecommunication Technologies, general information technology, and voice telecommunications, equipment and applications
- Willingness to work in Northern Virginia (west of Tysons Corner up to and including Dulles Airport Vicinity
- Candidates must be a US Citizen and have a current Top Secret security clearance with a polygraph
20
Help Desk Manager Resume Examples & Samples
- Provide management guidance by directing, motivating, and developing staff. Encourage the maximization of individual contribution, professional growth, and the ability to function effectively within a team
- Works with clients to determine help desk requirements
- Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents
- Manage adherence to the phone/ticket escalation processes to ensure procedural compliance
- Performs interviews for Agent positions and participate in the hiring process
- Provide assistance with regard to Agent goals, training, development, operational standards, and policies/procedures
- Train, coach and mentor Help Desk Specialists including career development
- Provide data and reporting of KPI’s and trends to leadership as well as help Desk Specialists
- Ensures development plans, key performance indicators, and objectives are in place for all staff. Writes and presents performance appraisals on a semi-annual and annual basis
- Manages and develops the performance of a support team
- Understands and supports the principals of quality management
- Manage employee relations, performance, and reviews
- Oversee scheduling of employee work times. Approve employee time records, work assignments, vacations, sick pay, etc
- Participate in project initiatives as needed
- At least 1 year experience with management approaches, tools, and techniques for gaining the cooperation and support of others
- Strong understanding of Incident, Problem, and Knowledge management practices
- Knowledge of HP Service Desk tools
- Functional knowledge of best practices and industry standards around IT Service Management
- Functional knowledge of transaction processing
- Experience leading a team of 10 or more
21
Help Desk Manager Resume Examples & Samples
- Manage a team of Service Desk professionals
- Must have professional Service Desk experience. Must also be able to assist with customer inquiries and have a working role on the team
- Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered
- Utilize ITIL best practices to enhance and optimize the services provided to end users
- Develop and provide regular Service Desk metrics reports
- Manage the implementation of an enterprise knowledge base and knowledge management best practices
- Establish and monitor SLA’s for all elements of Service Desk services
- Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives and methods
- Resolve customer issues effectively or escalate them to appropriate support tiers
- Work with management in assessing staff performance/reviews/changes
- Manage Service Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off
- Assist in the professional and technical development of the team enabling them to set technical goals, monitor, mentor, and coach and assist team members to deliver quality support
- Troubleshooting software application issues to resolution or to provide more accurate information to software developers and business staff to resolve issues
- Meet government requirements for Service Desk performance
22
Help Desk Manager Resume Examples & Samples
- Manage maintenance requests via ticketing platform
- Generate maintenance ticket reports
- Coordinate Field staff work schedules
- Prioritize and escalate issues first to the Facilities Operations Managers then to Regional Director of Facilities, based on emergency level
- Recommend the use of resources to resolve issues
- Ensure Facilities teams are properly equipped
- Coordinate delivery of maintenance equipment and supplies
- Coordinate and schedule trash removal as required
- Track Facilities inventory and equipment budget
- Analyze team productivity by comparing weekly time sheets to ticket resolution metrics
- Meet with third party contractors and coordinate efforts to provide service
- In conjunction with the Regional Director of Facilities, maintain Quality Assurance and Control of region
23
Help Desk Manager Resume Examples & Samples
- Provide support for the Standard Labor Data Collection and Distribution Application [SLDCADA] in support of Navy time and attendance processing and labor data distribution
- Provide responses to non-routine customer calls, email and web inquires, including, but not limited to activity reorganizations, decentralizations and end of year activities
- Supporting customers in the areas of system/user access, , access/procedural questions, functional application support, connectivity/performance issues
- 5+ years of experience
- Active Secret Clearance required
24
Help Desk Manager Resume Examples & Samples
- Process owner for incident and service requests including MyHelp, a Wipfli created self-service portal. This includes training Internal IT associates on incident and service request processes
- Lead process improvement initiatives for HelpDesk
- Service level development and maintenance for HelpDesk
- Responsible for HelpDesk performance related to service levels; escalation point for HelpDesk staff and for associates with service questions/issues
- Performance coach for HelpDesk staff
- Prior to a project deployment, ensure that HelpDesk has information and procedures to support systems; provide feedback to and contribute to go/no go decisions for operational groups regarding scheduled maintenance or deployments
- M&A responsibilities – Wipfli has a vigorous M&A strategy, and this role will provide assistance in the following ways
- Introduce HelpDesk to associates of acquired offices and firms; provide input to M&A teams and offices during integration planning
- Provide input on integration between Wipfli and merged firm systems
- Create/review documentation being provided to merged firm associates
- Responsible for IT-related communication to merged associates
- Manage the performance of after-hours support, including vendor contacts, schedule changes and coverage, communication of outages and process improvement
- Requires a Bachelors Degree in Information Technology, Business, Finance or Accounting or an equivalent combination of education and experience
- Requires a minimum of ten years of job related experience
- Experience with ServiceNow or other ITSM tool preferred
- Group meeting facilitation
- Proven implementation success
- Proven project management success
- Proven vendor management experience
- System Life Cycle Management
- Proven and relevant people management skills
- Process Improvement experience
- Requires demonstrated observation skills, critical thinking, rational thought process, and linear thinking
- Proven customer satisfaction orientation
- Prior IT or business management
- Ability to plan, prioritize, and organize work effectively
- Ability to balance many projects simultaneously
- Ability to work under pressure and time deadlines
- Ability to analyze data and recommend solutions
25
Help Desk Manager Resume Examples & Samples
- Provide support and research analysis for desktop, software and hardware functionality in response to business partner questions; including researching and resolving problems with printers, scanners, other peripherals and utilities as they interact with the desktop (desktops can include PCs, Laptops, Macintosh PCs and Power Macs or any other Eaton Vance computerized equipment), plus the operating systems and software
- Research and analyze internal customer issues with desktop hardware and software recommending infrastructure, training or desktop, hardware and software installation solutions
- Work with internal customers to determine and discuss technology needs, analyzes integration of new technology into existing systems, and provides recommendations to meet business needs
- Work with External vendors (i.e. AT&T, Verizon, Wireless Analytics) to support all IPhones and IPads owned by the firm
- Initiate communications with vendors in an effort to resolve software or hardware issues as they arise
- Prioritize and organize workload of help desk staff and external resources to most effectively provide support and complete tasks and act as a technical resource to junior technical consultants
- Responsible for staff scheduling, monitoring and performance management
- Communicate clearly all Eaton Vance policies and procedures, ensuring the appropriate usage of desktop hardware and software, software security and licensing requirements
- Distribute appropriately licenses, software and related files on client desktops
- Communicate and document solutions and procedures for common desktop, hardware and software issues; maintain and communicate procedures and policies to more junior members of the group
- Work with internal customers and others in the Infrastructure Group to resolve commonly occurring issues
- Provide technology support, coaching and training to internal customers and second level support personnel as necessary
- Assist in the monitoring of software license usage, reducing Eaton Vance business risk
- Assist in hardware, systems and applications integration and testing
- Responsible for building and maintaining a high knowledge and skill level in the standard desktop, hardware and software packages and in keeping informed of current of industry developments
- Implement self-managed projects as required
- Additional responsibilities as requested
26
Help Desk Manager Resume Examples & Samples
- Technical degree or equivalent experience with advanced qualifications in electronics related discipline preferred
- Minimum of 6 years' experience with complex food packaging systems and automation systems including current GEA packaging machinery
- 5 years hands-on technical experience on electro-mechanical systems as applied to state-of-the-art industrial machinery
- Strong electrical aptitude, including motors, AC & servo drives, electrical circuitry, PLC and PC based control systems
- Strong mechanical aptitude including power transmission systems, pneumatics and hydraulics
- Experienced troubleshooter on electro-mechanical systems
- Excellent communications skills - must be proficient in English, have strong listening skills and enjoy working with people
- Strong customer service orientation with "do whatever it takes" attitude
- Able to multi-task and work under extreme pressure
- Self-motivated and highly organized. Must be able to work independently
- Excellent computer literacy including knowledge of MS Word and Excel
- Able to travel (up to 25%) including weekend trips
27
Electronic Banking Help Desk Manager Resume Examples & Samples
- Breadth of knowledge of the business and organization
- Fully understand and implement Citigroup’s values: Responsibility to our clients, to each other and to our franchise
- Education: Bachelors degree or equivalent experience (MBA a plus)
- 7-10 years of management experience in a best-in-class/leading edge contact center
- 2-3 years’ experience in specific business area
- Six Sigma and or Lean service center experience
- People Management: Develop specific goals & objectives of reporting associates
- Setting and reviewing performance objectives, goals, and target productivity and service quality expectations
- Lead the annual compensation review process and make recommendations to the Region Head on exceptions
- Manage resource allocation
- Budget Management: Financial budget management for P&L(s)
- Monitor appropriate metrics ensuring overall operating efficiency
- Serve as the point of escalation for staff members and internal and external clients
- Identify any opportunity for, and implement process improvements, service enhancements, or technology enhancements
- Look to reduce expense through improved technology builds, process changes, opportunities for outsourcing at a lower cost
- Create, develop and maintain business relationships: Build a network of contacts within Citigroup and external organizations
- Identify control deficiencies and implement appropriate procedures to mitigate any risk or control losses
- Ensure that all projects within the department are on target, on budget, and being managed effectively
- Ensure that the team meets all audit and control requirements
- Ensure that the department is operating at peak efficiency and service quality
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Help Desk Manager Resume Examples & Samples
- Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution
- Considerable knowledge of Internet-based applications
- Considerable knowledge of Microsoft computer hardware and software troubleshooting and resolution
- Considerable knowledge of Apple computer hardware and software troubleshooting and resolution
- Some knowledge of technologies applicable to business process in customer service
- Demonstrated ability to effectively manage time
- Demonstrated ability to provide technical and project leadership to team members
- Demonstrated ability to provide task and relationship oriented leadership
- Demonstrated ability to effectively communicate complex information so that it is understandable to computer users of all levels
- Demonstrated ability to write and publish technical documentation of processes, procedures, instructional material, problem resolutions and report
- Demonstrated ability to analyze and solve technical or customer service problems
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Help Desk Manager Resume Examples & Samples
- Foster an environment of teamwork
- Recruit, mentor, and develop skilled Help Desk Analysts
- Establish and enforce department service level agreements
- Estimate resource needs and ensure adequate staffing in order to fulfill SLAs
- Provide for an improved customer service experience
- Take ownership of customer issues and follow to resolution
- Drive improvement through statistical analysis
- Define and enforce request handling and escalation processes
- Manage departmental expenses to the approved budget
- Track and analyze trends in Help Desk requests
- Assess for potential training opportunities, process changes, or system reconfigurations based on request trends and make changes or recommendations
- Oversee development and deployment of knowledge documents and FAQ lists for end users
- Proven ability as a customer service manager in a fast paced environment
- Minimum 2-4 years of experience successfully leading a team of customer service agents (preferably in a multiple location environment)
- Strong understanding of operational principles including inventory management, transactional processes, cash management, financial management, etc
- Strong understanding of company and departmental goals and objectives
- Familiarity with industrial distribution supply chain
- Proficient in English (Bilingual French or Spanish a plus)
- Effective presentation skills
- Exceptional interpersonal skills with a focus on listening and questioning skills
- Proven analytical and problem solving abilities
- Ability to present ideas in "user-friendly" language to non-technical staff and customers
- Strong working knowledge of Microsoft Excel
- Familiarity with ERP system project deployment
- BS in business related discipline
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Help Desk Manager Resume Examples & Samples
- Manages and maintains existing Service Management systems, i.e. Footprints
- Ensures proper coverage is available for corporate and property support through phone, email, and cell phone coverage during normal and after-hour periods
- Tracks and measures support performance against agreed service levels
- Train, lead, and manage Helpdesk staff to ensure team and individual performance levels consistently meets or exceed the needs of clients/users
- Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines and/or escalates to other technical resources as appropriate
- Assist in assigning tickets to the proper technical staff and following up on the deliverables
- Provides staff support for administrative tasks and projects related to the IT Infrastructure
- Provide help desk reports for review by the Director of Technical Services
- Creates and maintains operational documentation for help desk procedures, virus protection, software licensing, inventory control, and software patches/updates
- Responds to end users problems and requests. Instruct end users as necessary in the proper operations of the computer, software and network resources
- Proactively checks with end users to insure high level of satisfaction
- Training of office personnel on proper use of applications, including but not limited to, Microsoft Office suite, business applications, file access, and printing
- Assists in developing SLA and escalation procedures
- Assist in providing 1st level support for network and server related issues
- Facilitates communication to corporate and properties regarding outages and other issues effecting the IT environment
- Responsible for procurement, budgeting and licensing of desktop hardware and software
- 5 + years of experience in the field of Information Technology with a minimum of 2 years in a supervisory or management role
- Ability to communicate clearly and effectively to a wide range of employees
- Advanced knowledge and troubleshooting skills of Microsoft Windows 7 and Office Suite 2007/2010
- Strong working knowledge of computer networks including servers, LAN switches, TCP/IP, and VPN
- Previous experience supporting Mac OS X and iOS
- Experience using remote tools such as Team Viewer, Windows Remote Assistance, VNC, or DameWare
- Experience with BMC Footprints is a big plus
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Help Desk Manager, .T Resume Examples & Samples
- Leads the team by example as a lead IT tech
- Works with upper management to develop plans, forecasts, and budgets for the I.T. department
- Creates and manages escalation procedures and ensures service levels are maintained
- Identifies, researches, and resolves complex technical problems
- Develops IT tech schedules, prioritizes support calls and resources for installation and support
- Collaborates with management to develop helpdesk standards, as well as research and procurement of relevant technology
- Creates and manages procedures
- Documents and trains on all work performed
- Prepares progressive reports for all work performed
- Works with Atlantis systems group to install, configure, and troubleshoot servers, applications, equipment and systems
- Works with AV to install, configure, and troubleshoot servers, applications, equipment and systems
- Trains new IT techs on all systems and provides first line of support for questions after hours
- 5 years IT helpdesk experience
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Help Desk Manager Resume Examples & Samples
- Management of a large staff, schedules and workload
- Responsible for setting priorities
- Resolving conflict
- Responsible for two Help Desk Call Center facilities on a day to day basis
- Works to improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics
- Monitoring and analyzing results, and implementing changes
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Implement quality processes, procedures, and expected project deliverables for staff
- Responsible for teams Information Technology Service Management (ITSM) development
- Master’s Degree in Computer and Information Technology Services is required
- Minimum of 11 years of relevant experience, with 5 years leading IT Call Center with more than 50 agents, and 6 years progressively more responsible experience in major IT software, hardware, or integration projects
- 2+ year of BMC Remedy experience
- HDI Support Center Manager certification or higher
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Help Desk Manager Resume Examples & Samples
- Facilitate the new hire training to provide the initial overview and ensuring that they efficiently use the technology
- Facilitate training for standard desktop applications
- Work closely with the IS Network Services and IS Development group to perform an outage “post-mortem” that will be communicated to management at the conclusion of a non-scheduled outage
- Provide ownership of the internal customer
- Facilitate proper hardware asset/inventory management and software licensing management
- Managers and supervisors are responsible for ensuring that internal controls are established and functioning to achieve the mission and objectives of their unit. Each employee within an area under the manager or supervisor’s direction must be made aware of and understand proper internal control procedures associated with their specific job function
- Managers and supervisors must acknowledge that utilization of internal controls is an inherent part of a manager’s responsibility, not a new or additional function, and assure that internal controls are supportive of and consistent with the operating mandate and philosophy of the Company
- Has solid knowledge of and guarantees compliance with: state and federal regulations, accrediting body standards, BioScrip policies and procedures, and standards of performance
- Management responsibility for all Helpdesk personnel
- The employee is frequently required to stand, walk, sit, and handle/finger
- The employee is occasionally required to reach outward, reach above shoulder, climb, crawl, squat, kneel and bend
- The employee must be able to frequently push/pull 15lbs or less and occasionally push/pull up to 100lbs
- The employee must be able to lift/carry up to 10lbs frequently and up to 50lbs occasionally
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus
- Work is normally performed in a indoor/office environment
- Employee will rarely be exposed to moving mechanical parts
- The noise level in the work environment is usually quiet to moderate
- Bachelor’s degree or equivalent required
- 5-7 years’ experience managing technical support team,
- 5-7 years’ experience providing technical support,
- Experience developing Help Desk policies and procedures and experience developing IS related user training materials
- Experience with vendor negotiation and management
- Strong delegation skills
- Strong team development and mentoring skills
- Self-starter with excellent follow through skills
- Knowledge of local, state, federal, and other regulations; knowledge of regulations and legal requirements governing the industry
- Knowledge of computerized information systems
- Ability to organize and prioritize work assignments
- Strong interpersonal and communication skills and the ability to work effectively within branch departments
- Ability to maintain recordkeeping systems and procedures
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IS Desktop & Help Desk Manager Resume Examples & Samples
- Responsible and accountable for operations in the IS Support Services department (4 teams). Participates in long-range planning, development of departmental/divisional goals, strategic plans and objects, as well as personnel, resources, space and equipment
- Interacts with all levels of the user community, including senior management and medical staff, and is responsible for knowledge of operational and financial policies and procedures
- Possess a thorough knowledge and understanding of established IS policies and procedures; effectively translate operational plans into methods, reviews processes to be used in the delivery of services, technology planning, and support to customers and employees
- Develops operational and service levels and set reasonable expectations for customers that are based on IS policy, State and Federal requirements, technology or resource limitations, and budget constraints
- Lead regular staff meetings in order to communicate, inform and clarify procedures, policy, management directives and performance measurements; engage in team building activites that promote and facilitate effective two-way communications and that enhance provision of services and support
- Has the authority to direct and support managers with functional area responsibilities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews. Direct Reports: 4-6 Indirect Reports: 21-50
- Has full responsibility for planning, monitoring and managing department budget
- 8-10 years related work experience required and 3-5 years supervisory/management experience required
- Leadership qualities: enthusiastic, motivated individual with team building skills to promote increased morale, positive attitude, and creativity with ability to multitask and demonstrate flexibility in managing multiple projects
- Excellent analytical skills with the ability to identify requirements and effectively coordinate solutions, and ability to foresee, adapt, and implement technical trends
- Remain current with technological changes and their potential use in systems development
- Advanced technical computer skills as required for technical support specific to functional area and related systems
- Experience with Help Desk, Desktop Support and Inventory Control departments within Information Systems
- Problem Solving:Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues
- Independence of Action:Ability to set direction and vision for major departments or multiple departments. Establishes priorities, develops policies and allocates resources
- Written Communications:Ability to communicate complex information in English effectively in writing to all levels of staff, management and external customers across functional areas
- Oral Communications:Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others
- Knowledge:Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations
- Team Work:Ability to lead collaborative teams for larger projects or groups both internal and external to the Medical Center and across functional areas. Results have implications for the management and operations of multiple areas of the organization
- Customer Service:Ability to lead operational initiatives to meet or exceed customer service standards and expectations in assigned unit(s) and/or across multiple areas in a timely and respectful manner
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Help Desk Manager Resume Examples & Samples
- Manages the Help Desk team according to policies and guidelines. This includes all aspects of personnel management such as training and development, performance monitoring, appraisals and objective setting, HR issues, resource management, recruitment, etc
- Takes a hands on approach to managing the daily workload of the Help Desk, ensuring all calls are being properly handled, prioritized, and progressed, customers are kept informed, and communications and customer service are of the highest standard
- Owns, reviews, and revises the ITIL Service Operation Policies, Processes, and Procedures pertaining to the role and regularly report on their performance using a range of KPIs and metrics. These include Incident, change, asset management and Access Management and Request Fulfillment
- In collaboration with other team managers, manages the configuration of the IT Service Management and call logging tool so that all call types are managed as efficiently and effectively as possible
- Maintains and manages the Service Desk Knowledgebase, document stores, and customer records, ensuring all information is accurate, relevant, accessible and understandable to all readers
- Plays a key role in the Support team’s Continuous Service Improvement Program and ensures agreed Processes and Procedures are followed
- Plays a lead role in transitioning new Services into Service Operation, ensuring the Service Desk’s requirements are clearly defined and delivered
- Builds and maintains good working relationships with customers, suppliers, and other technical areas in the
- Takes individual responsibility for the promotion and implementation of the values and leadership Imperatives
- Complies with health and safety procedures to ensure a safe working environment for self and other staff, including carrying out risk assessments and workplace inspections for those areas under the team’s control
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Help Desk Manager, Tier Resume Examples & Samples
- Must have Bachelor's degree or equivalent
- Must have a Secret clearance
- 12-15 years of Help Desk or related experience to include software development lifecycle process and/or Help Desk operations
- Minimum 5 years’ experience in management
- Has managed a Tier II help desk with 20 agents
- Ability to communicate in a clear and concise manner
- Experience managing a Help Desk for a US Army ERP implementation
- Experience working in the US Army's HR functional field
- Experience in building or implementing a new Help Desk
- Experience with, PeopleSoft CRM
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Help Desk Manager Resume Examples & Samples
- Provide day to day oversite and guidance of Tier 1 help desk, Tier 2 Liaisons, HPC accounts, and outreach staff across HPCMP enterprise
- Create and maintain an effective Service Center environment for quality customer relations, timely and accurate updates of outreach information, as well as timely response to and resolution of user service tickets/requests in alignment with the organization's priorities
- Maintain, create, document update, and enforce Service Center process and procedures
- Maintain, create, document, and update user-related information for the Service Center
- Create an environment of continuous improvement within the Service Center
- Ensure proper process, procedure, and technical training for Service Center staff
- Develop and submit deliverables and reports for Service Center activities to include the collection and reporting of metrics on help desk and accounts performance for weekly and monthly reporting to SAIC and Government management
- Advise management on feasibility of potential Service Center projects
- Identify processes, systems and/or applications that will improve Service Center functions
- Provide and exercise comparative selection criteria for new Service Center technology selection
- Aide in the installation and configuration of new Service Center tools/technology
- Experience with Service Ticketing systems, LiveTime preferred
- Experience generating, analyzing, and presenting Service Ticket metrics
- Ability to manage Tier 1 Help Desk as well as Outreach staff
- Organizational skills to balance and prioritize work in a dynamic work environment, and persistence to follow-through on tasks in the face of obstacles
- Ability to work as part of a multi-faceted team, and leadership skills to guide and mentor the work of less experienced personnel Desired skills
- High Performance Computing experience a huge plus
- LiveTime Help Desk tool a huge plus
- ITIL Cert is a plus
- HDI certs is a plus
- DoD8570 Certification
- OS certification
- A good understanding of user account provisioning is a plus
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Help Desk Manager Resume Examples & Samples
- Ensure customer service is timely and accurate
- Manage our help desk team and evaluate their performance, driving continuous improvement
- Actively respond to and resolve user issues
- Escalate critical business issues to the appropriate internal team for prompt resolution. Follow up to ensure resolution is timely and meets expectations
- Maintain best practices and internal metrics to ensure customer satisfaction and team productivity
- Create training plans and training to ensure the Help Desk team maintains system and business process knowledge
- Create reports to evaluate customer satisfaction and team productivity
- Communicate system and business issues with our user community
- Solicit input from business units to improve customer satisfaction
- Maintain current business and system knowledge
- Perform other duties as assigned or directed
- Equivalent to a four-year degree from and accredited college/university
- Customer service oriented with strong problem solving skills
- Proficiency with Microsoft Office products
- SAP experience strongly preferred
- French and/or Spanish language skills a plus
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Help Desk Manager Resume Examples & Samples
- Design, implement and maintain centralized Help Desk operation solutions including centralized contact points (voice, email, chat, self-service), incident and problem management system, knowledge base and change management system
- Define, manage and report on SLAs for Help Desk and IT department support using KPIs and customer feedback channels
- Lead a change management process across all teams within the IT department to ensure on-going changes are properly documented, communicated and reviewed retrospectively for continual process improvement
- Oversee departmental communications to the organization including notification and informational messages, training guides and other materials
- Handle support for organization VIPs and high-profile incidents
- Coordinate interaction of Help Desk team with other IT functions and business units to accomplish projects and resolve issues
- Train and mentor Help Desk to diagnose and resolve basic IT infrastructure issues
- Manage field support including consultants and vendors in support of operations
- 3-5 years of related IT or Call Center experience along with working technical knowledge of networking, infrastructure and application support
- Professional certifications strongly preferred (ITIL, HDI, Microsoft, etc.)
- Experience with call center voice solutions (Cisco, Toshiba) and IT management products for incident, problem and change management processes
- Comfortable under high-stress and exhibits poise and focus
- Effective prioritization and project management skills
- Demonstrated customer service and support skills
- Demonstrated ability to mentor individuals, build and lead teams
- Bachelor’s degree in Information Science, a related field or 3-5 years of related work experience
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Technical Help Desk Manager Resume Examples & Samples
- Previous experience in ITIL/ITSM/COBIT service delivery methodologies
- Basic Networking understanding (DHCP/VLAN/DNS/Patch panels)
- Windows 7 / 10 Operating Systems, and Microsoft Active Directory working knowledge
- Working knowledge of Microsoft Exchange 2013
- Network Printing and Management
- Mobile Devices and Mobile Device Management
- PowerShell Scripting [Both Active Directory and Exchange Management]
- VOIP / SiP phone knowledge [ShoreTel / Polycom]
- KACE Systems Management
- Digital Signage Systems
- Audio Visual Systems [Crestron / Polycom]
- Ability to create reports and charts in Excel for reporting
