Help Desk Supervisor Resume Samples

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M Gleason

Mason

Gleason

262 Bahringer Street

Los Angeles

+1 (555) 970 8947

262 Bahringer Street

Los Angeles

Phone

p +1 (555) 970 8947

Experience Experience

Detroit, MI

Help Desk Supervisor

Detroit, MI

Crist LLC

Detroit, MI

Help Desk Supervisor

Development and implementation of training programs of customer support staff including ongoing training program as part of a continuous improvement plan
Identify performance and training issues using performance measurement tools such as call monitoring, customer feedback and support ticket review
Attends meetings, conferences, and training workshops. Review publications and industry documents to remain current on principles, practices, and new developments in assigned work areas
Coordinates and evaluates section operations and activities; recommends and implements improvements and modifications; and prepares various reports on operations and activities for management
Analyze data and statistical information related to problem management reports, agent contact patterns, performance, and trends and identify opportunities that increase productivity and quality of service
Assertive and self-driven to achieve consistent performance improvement in self and employees
Maintain Help Desk staff including staff selection, scheduling, formal performance evaluations; Assist, guide, and train team in assigned functions

Chicago, IL

Enterprise IT Help Desk Supervisor

Chicago, IL

Collins Group

Chicago, IL

Enterprise IT Help Desk Supervisor

Provide direction on secure devices demand and planning to assist the employee base for the future
Work to establish industry standards of system architecture and system security
Lead the installation, documentation, and maintenance for all enterprise hosting and project related activities. Provides leadership in project management
Oversee the change management process for the HD function
Participate in capital and O&M budgeting, and policy and procedure development and adherence
Provide lead role in the ongoing maintenance, documentation, and testing of a disaster recovery plan for systems devices (ie. phones and PCs)
Perform other tasks and special projects as assigned

present

San Francisco, CA

Senior Help Desk Supervisor

San Francisco, CA

Crona-Waters

present

San Francisco, CA

Senior Help Desk Supervisor

present

Review work volumes and partner with others within the department to ensure service levels, work volume and quality standards are met
Manage staffing to ensure productivity and quality standards are met and customer service expectations are consistently achieved
Facilitate meetings effectively; monitor group dynamics and foster a positive work environment within the team
Provide direction to staff consistent with UnitedHealth Group vision and strategies, and department goals and objectives
Develop and monitor metrics to assess the overall quality, performance, and productivity of both staff and business function using quality monitoring, survey results, ACD reports, and support tool reports
Provide timely, constructive, and honest feedback to direct reports, peers and others
Anticipate problems by monitoring key department indicators; develop contingency plans and / or corrective action plans

Education Education

Bachelor’s Degree in Computer Science

University of Tennessee

Bachelor’s Degree in Computer Science

Skills Skills

Strong working knowledge on Microsoft Office 2016, Windows 7 and 10, desktop, printers, and laptops
Good working knowledge of Excel reporting features
Be able to prioritize and yet adapt quickly to change
Specialized certification(s) desirable
Strong analytical, problem solving and decision making skills
Ability to prioritize and organize
Excellent advancement opportunities
Communication: Able to effectively communicate with peers and subordinates
Excellent verbal, written, and diplomatic skills
Knowledge of System Development Life Cycle principles & practices

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11 Help Desk Supervisor resume templates

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Enterprise Help Desk Supervisor Resume Examples & Samples

Assists the department manager in establishing processes, procedures and polices for the Enterprise Help Desk
Serves as communications conduit across Information Technology support groups, and affected customers during high impact outages
Supervises the partners within assigned team through managing performance, addressing employee relations issues, and making sound hiring decisions
Help desk or customer support environment supporting various hardware, software and personal computer tools (2 years)
Technical training (2 years)
Strong leadership skills, with the ability to coach and mentor others

Help Desk Supervisor Resume Examples & Samples

Make recommendations on improvement plans related to existing products or services
Represent the Helpdesk interests in meetings aligned with company goals
Coordinate with other departments, any projects or changes that could potentially affect the Help Desk and MC Department
Maintain Help Desk staff including staff selection, scheduling, formal performance evaluations; Assist, guide, and train team in assigned functions
Leads Helpdesk team in organizing and prioritizing projects and determining individual assignments
Train, coach and mentor (Level I, II & Lead) and aids in developing career advancement opportunities
Monitor process adherence, Quality assurance, Performance against objectives and goals, Incidents to ensure accurate and timely resolution
Analyze data and statistical information related to problem management reports, agent contact patterns, performance, and trends and identify opportunities that increase productivity and quality of service
Develop and maintain problem resolution procedures in the knowledgebase and review with team
Establish positive employer-employee-customer relationships and promote high levels of employee morale
Acts as an escalation point for resolving the most difficult customer issues
Prepare and maintain a Manual of Operations for all Help Desk activities
Ability to identify and evaluate problems to determine root causes
Ability to maintain effective communication (verbal and written) and working relationship with co-workers, managers, and other departments
Ability to establish and maintain effective, professional and harmonious relationships
Problem solving, troubleshooting, and analytical skills
Training in information technology
Critical thinking skills and experience making decisions in a fast paced, dynamic work environment
Experience in technical support skills including installing, configuring, networking, and troubleshooting Desktop Operating systems and Microsoft Office applications
Skill in utilizing customer service techniques in responding to inquiries and complaints and experience building high levels of customer satisfaction
Strong understanding of company related best practices, policies, and procedures
Knowledge of Help Desk ticketing system (JIRA, Oracle Right Now)
Strong organizational, interpersonal, conflict management skills
Detailed, results, and process oriented
Skill in prioritizing, assigning, reviewing and evaluating work
Assertive and self-driven to achieve consistent performance improvement in self and employees
Strong ability, desire and enjoyment in working with others, both employees and customers, with a cooperative, professional and friendly attitude
Demonstrated performance promoting standards of ethical and professional conduct

Senior Help Desk Supervisor Resume Examples & Samples

Provide direct supervision for a team of 15 - 20 technical support analysts in a multi- team, multi- location international, technical call center
Manage staffing to ensure productivity and quality standards are met and customer service expectations are consistently achieved
Provide guidance to staff and customers, department and others as appropriate, regarding interpretation of Technology Support Center policies, procedures, and guidelines
Coach and develop technical analyst staff by communicating performance expectations, providing on- going feedback, and ensuring training resources and plans are in place to address individual and department needs
Provide timely, constructive, and honest feedback to direct reports, peers and others
Analyzes and investigates complex problems and drives for creative solutions
Provides explanations and interpretations within area of expertise
Manage a portfolio of contract sales that represent unique support implications to your support analysts
Manage on- boarding of knowledge and other information to enable your team to be successful in supporting various simple and complex level 1 support implications
Monday - Friday, typically 8- 5pm CST
5 x 8 hour shifts are typical, but additional off hours engagement may be required due to the supported team being 24x7x365
Bachelor’s degree or equivalent relevant work experience
5+ years working in the IT industry
5+ years of Technology Support and/or IT Help Desk experience
3+ years of Call Center experience
The ability and willingness to work off hours if required typically a few times a month
2+ years leadership experience with direct reports, in help desk or service desk environment
Previous Healthcare Industry experience
Experience with build, on- boarding, and operational execution of external client technology support requirements
Experience with contract management, contract review, and account management (including RFPs, SOWs, MSA’s etc.)
Intermediate level of experience with MS Office applications: Word, Excel (to include formulas, V-lookups, Pivot Tables), PowerPoint and Access
Experience with industry recognized technology support / help desk software (ticketing tools, knowledge management tools, call center tools, etc.)

Help Desk Supervisor Resume Examples & Samples

Manage and maintain level one IT help desk, user self-help/diagnosis and solution system for both internal and external clients (New York State Department of Health, local counties and 3rd party service providers) by analyzing help desk performance through various statistical and reporting methods
Prioritize and escalate requests in order to assure compliance with contractual and internal Service Level Agreements (SLA). Potential financial impact to MAXIMUS if SLAs are not met
Develop and maintain formal procedures for consistency and increased productivity
Manage the process for communicating outage/emergency activities to the organization. Develop and create scripting for Tech I discussions with users, including problem recognition, research, isolation and resolution steps
Direct the process of proactive response to issues before they become problems. Oversee the work process to eliminate future occurrences
Function as a lead liaison for level 2 and 3 support teams while over seeing more complex maintenance tasks, computer system and peripheral equipment repairs
Supervise level one IT help desk staff to include staff performance evaluation and improvement. Responsible for planning employee work schedules to ensure sufficient coverage during operating hours
Oversee more complex maintenance tasks, computer system and peripheral equipment repairs
Function as a lead liaison for level 2 and 3 support teams
Ensure a level of cross-training is in place as an aide to work load flexibility
Bachelor’s degree from an accredited college or university preferred or related work experience
3 years of supervisor/leadership experience
5 years of Computer/network Help Desk Support experience
Ability to communicate in an understandable, polite and friendly manner, both written and verbal
Strong organizational skills and ability to multi-task in a medium-size business environment
Availability to response to the needs of internal and external customers for installation, maintenance and equipment malfunctions
Technical Skills: Microsoft Office, Outlook, Active Directory, Web technology, Networking, Voice over IP (VoIP), Help Desk ticketing system
Must be able to remain in a stationary position for an extended period of time
Performs other duties as may be assigned by management

Help Desk Supervisor Resume Examples & Samples

Provide direct supervision for a team of 15 -20 technical support analysts in a multi-team, multi-location international, technical call center
Review work volumes and partner with others within the department to ensure service levels, work volume and quality standards are met
Coach and develop technical analyst staff by communicating performance expectations, providing on-going feedback, and ensuring training resources and plans are in place to address individual and department needs
Provide direction to staff consistent with UnitedHealth Group vision and strategies, and department goals and objectives
Provide timely, constructive, and honest feedback to Analysts, peers and others
Facilitate meetings effectively; monitor group dynamics and foster a positive work environment within the team
Monday – Friday prime hours with flexibility to work until 10pm one night a week. 5 x 8 hour shifts
2+ years working in the IT industry
2+ years Supervisory experience, in a help desk or service desk in a metrics driven environment
Willingness and ability to work 8 to 5 shifts Monday through Friday with the flexibility to work until 10 PM one night a week
2+ years of previous Call / Contact Center experience
Thorough knowledge of Windows and Microsoft Office 2010 applications. Microsoft certifications desirable
Experience with industry recognized help desk software
Detail oriented, flexible and enjoy working in a fast-paced collaborative environment
Ability to interact with tact and diplomacy with individuals from a variety of backgrounds and organizational levels

Help Desk Supervisor Resume Examples & Samples

The call center supervisor will
Define and establish schedules, set priorities, provide support/direction and act as an escalation point for priority/difficult calls
Train, coach and mentor the team on operational procedures, troubleshooting techniques, new technologies, and career development. Perform silent monitoring for training/evaluation purposes and monitor tickets for appropriate/timely solutions
Promote excellent customer service, effective response times, and appropriate escalation to ensure a positive end-user support experience
Analyze metrics to ensure established SLAs and target metrics are met and to identify trends. Also produce monthly metrics report for management review
Write/distribute end-user communications regarding new technologies, planned, and unplanned outages
Develop/conduct and/or coordinate external end-user training on new hardware/software/new technologies
Maintain the team SharePoint site, keep training documentation current, and populate the support knowledge-base to ensure quality solutions are available to all team members
Represent the help desk on implementation and integration projects
Conduct IT New Hire training for onboarding employees
Conduct mid and annual performance reviews for team
Assists with inbound calls as volume requires
Conduct staff meetings; attend weekly Change Management meetings and project meetings as required
Remain available during non-working hours to respond to business critical support issues or severe outage situations

Csis Help Desk Supervisor Resume Examples & Samples

Physical Security & Asset Protection
Facility Security Design
Access Control and CCTV Operating Systems
Data Analysis and Management
3-5 years’ experience in supervisory positions for monitoring centers and personnel management
Leadership/Influence/Negotiation
Management Skills
Job Knowledge/Technical Skills
Problem Solving & Decision Making
Corporate Citizenship
Teamwork/Interpersonal Skills
Communication
Initiative/Creativity

Help Desk Supervisor Resume Examples & Samples

A valid driver's license for the travel you'll be doing
Proven communication and leadership skills
Operate and use all equipment necessary to run a store such as a dolly, hand-truck, forklift, computer and cash register
Squat, bend, stoop and climb ladders
Work varied hours, days, night and weekends as business dictates, plus six days a week during peak seasons in the spring and fall
Stand and walk for long periods of time often up to four hours straight without a break

IT Help Desk Supervisor Resume Examples & Samples

Review work volumes and partner with other (local and global) teams to ensure a responsive IT service desk service delivery, work volume and quality standards are met
Provide guidance to customers, department and others as appropriate, regarding interpretation of information Technology policies, procedures, and guidelines
Coach and develop service technicians
Communicates performance expectations, providing on-going feedback, and ensuring training resources and plans are in place to address individual and department needs in a timely manner
Develop and monitor metrics to assess the overall quality, performance, and productivity of both department and business function using quality monitoring, survey results, and support tool reports
Facilitate meetings effectively; monitor group dynamics and foster a positive work environment within the department
Develop and document operations processes
Analyzes and investigates complex problems and drives for creative solutions and innovation
Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization
Manage on-boarding of knowledge and other information to enable the department to be successful in supporting level 1 support implications of varying complexity
Assist Analysts in providing first line support when workloads are high, or where additional experience is required
Proven ability to conduct presentations and facilitate regular meetings with all levels of leadership up to the executive level
Provide department direction consistent with LISI Aerospace’s vision and strategies, and department goals and objectives
Contribute to the maintenance of the corporate IT project plan and initiatives
Help create the priorities and manage the utilization of IT department on priority projects
Participate in the definition if IT standards, methodologies, and strategies
Responsible for complying with the rules and regulations set forth by Federal, Local, and State government, LISI Aerospace, and HSE Procedures
Responsible for complying with Work Standards for Information Technology Personnel
Continually seeks opportunities to improve our HSE performance by establishing objectives and targets, measuring progress, and reporting our results
Bachelor of Science degree in Computer Science, Information Technology or relevant field
4+ years leadership experience with direct reports, in help desk or service desk environment
A strong professional communication skills and an ability to lead by example both technically and organizationally are integral in developing team members – a major component of this position
Ability to act in a responsive manner to customer inquiries and requests; escalating the most difficult clients or matters as necessary
Experience with industry recognized technology support / service desk software (ticketing tools, knowledge management tools, call center tools, etc.)
Experience working with ITIL framework of support
Project management skills and technical skills (demonstrated through coursework and experience), and ability to complete work by deadlines
Ability to adapt procedures and processes to accomplish the requirements of the position
Ability to be flexible in changing work priorities

Credit Union Help Desk Supervisor Resume Examples & Samples

Monitors productivity of the IT and Electronic Services Help Desk personnel and generate ACD and trouble ticket activity reports for the Chief Technology Officer
Ensure that trouble tickets are addressed in a timely manner, internal/external customers are proactively contacted with status upda tes as needed, and that issues are ultimately resolved
Monitor calls to observe employees demeanor, technical accuracy, and conformance to company policy
Identify and implement new electronic services that support the companies' Strategic Plan
Monitor and analyze usage trends, effectiveness, and potential of company's suite of electronic products and services
Maintain current knowledge of Internet Banking, Bill Pay, Remote Deposit Capture, and Mobile Banking by attending applicable conference, seminars, and participating in Users Groups
Ensure employees are properly trained to support system upgrades and new products and services as needed

IT Help Desk Supervisor Resume Examples & Samples

Spend approximately 50% of time fulfilling responsibilities of a specific Senior-level technical position
Prioritize and plan required activities to ensure deliverables are met
Work with the business to resolve requirement questions
Mentor junior team members and help remove any roadblocks
Facilitate team training opportunities
Provide input to Management on performance of individual team members
Focuses on incident and request management, ensuring that specific Service Level Agreements are met, and assists with queue management by reviewing tickets (Incident, Service Requests, Tasks), ensuring they have the appropriate focus and effort
Assists with workforce management, ensuring that staff is appropriately allocated to achieve the goals of the IT Help Desk
Handles escalations, and emergency field work as necessary
Ensures equipment is running, inventory is controlled, and that the team has the tools needed to successfully perform their core work functions
Handles Identity and Access Management; provisioning, supporting, and disabling user accounts and profiles
Ability to implement and support endpoint deployment and management tools such as SCCM, InTune, Altiris, etc
Contributes to the implementation and maintenance of Active Directory Group Policies and Local Group Policies to ensure endpoint hardening methodologies are achieved
Contributes to implementation and maintenance of Microsoft Security Updates and WSUS

Help Desk Supervisor Resume Examples & Samples

Supports all software applications and IT hardware used by the field sales and customer service teams including SAP ECC, SAP CRM, SAP Mobility, SAP REX, Qlikview and mobile device management
Manages, sets up and installs mobile devices and software for new users including asset management, assigning application access, ensuring that appropriate security and system configurations are compliant with company standards
Assumes the role of subject matter expert for all proprietary and business process and associated information systems as it pertains to the sales force
Provides technical support and guidance to users; responds to all user requests promptly and follows-up as necessary to ensure satisfactory resolution of users IT support requests
Balances the workload of the team and prioritizes support requests in line with business priorities
Logs, tracks and resolves Service Requests, Change Requests and Incident and Problem tickets via the group’s ITSM platform – BMC Remedy
Responds to support requests and communicates with end users throughout the support lifecycle via Remedy ticketing system
Troubleshoots application performance issues, and may recommend upgrades, patches and new applications and equipment
Recommends new or alternative approaches to providing technical support to ensure that user assistance is being provided promptly and in the most effective and efficient manner
Keeps Manager, IT informed of schedules, priorities and problems
Effectively communicates system wide issues related to mobile applications
5+ years’ experience in an IT service desk environment providing technical support to a remote field based sales force via telephone, face to face and remote desktop/management tools
Experience in an environment supporting field based sales staff and office based customer service team in a Wholesale or Retail organization
Excellent knowledge of systems and hardware, database software applications and networking systems and procedures including knowledge of mobile device support (iPhone, iPad), Mobile Applications and Mobile Device Management, iOS and Mac OSX
Practical Knowledge of SAP, CRM, Office 365
Strong leadership, organizational, and time management skills
Able to multi-task with strong communication skills (both verbal and written) as well as good interpersonal skills
Some travel
Bachelor’s degree in computer science/technical discipline
Computer systems or A+ certifications

Enterprise IT Help Desk Supervisor Resume Examples & Samples

Provide technical leadership to the HD team. Supervise level II Help Desk and act as an advanced specialist while instructing, guiding, training and aiding in development of less experienced technical personnel. Develop guidelines for scheduling and work distribution
Monitor performance against the service delivery model and key performance metrics. Provide performance guidance and feedback including annual employee performance appraisals
Oversee and lead the PC/device replacement process
Oversee the change management process for the HD function
Identify research, and resolve complex technical problems
Provide direction on secure devices demand and planning to assist the employee base for the future
Work to establish industry standards of system architecture and system security
Provide lead role in the ongoing maintenance, documentation, and testing of a disaster recovery plan for systems devices (ie. phones and PCs)
Participate in capital and O&M budgeting, and policy and procedure development and adherence
Lead the installation, documentation, and maintenance for all enterprise hosting and project related activities. Provides leadership in project management
Report weekly to management on operational problems, plans and progress
Aid in the production of all network, systems, security, and user documentation
Develop, implement, and ensure adherence to information security policies, procedures, and standards
Participate in 24x7 support of systems as required
Engage in personal and professional development to stay current with the demands of the position
Perform other tasks and special projects as assigned

Help Desk Supervisor, Osss Resume Examples & Samples

Answers and responds to complex technical calls within predetermined time guidelines; analyzes and interprets client questions to determine problems and solve them
Supervises a group of subordinate staff responsible for technical support and performs technical support work of extraordinary difficulty and complexity
Manages quality assurance work of subordinate staff to ensure consistency and quality of service provided. Intercedes when advanced technological issues cannot be handled by subordinate staff and coaches subordinate staff through problem resolution
Monitors compliance with service level agreements throughout the business units. Manages expectations of end users by routine meetings and progress reports
Coordinates with senior management and IT personnel to address issues related to existing and new IT technologies
Serves as a support in the overall end user functions related to technological upgrade in individual business units, concentrating on more complex and difficult technological issues
Provides first-class technical support to clients by isolating, analyzing, and solving client issues, resolving technical issues which affect operational contingencies
Performs optimization of personal computer operating systems, not limited to the application of Operating System patches and troubleshooting communication devices
Maintains and secures database management systems, operating systems, data communications systems, applications, mobile applications, websites, and/or related software functions
Offers fitting and creative solutions for client issues which meet all previously fixed quality standards; escalates calls within the given time guidelines
Executes backups and repairs for PCS; installs and configures desktop products in network environments
An associate degree or 60 semester credits from an accredited college and three years of satisfactory full‐time experience, acquired within the last seven years, as described in ʺ1ʺ above; or
A four‐year high school diploma or its educational equivalent and four years of satisfactory full‐time experience, acquired within the last seven years, as described in ʺ1ʺ above; or
Education and/or experience equivalent to ʺ1ʺ, ʺ2ʺ, or ʺ3ʺ above. Undergraduate college credit can be substituted for experience on the basis of 30 semester credits, from an accredited college, for six months of experience. However, all candidates must have at least a four‐year high school diploma or its educational equivalent and two years of satisfactory full‐time experience, acquired within the last seven years, as described in ʺ1ʺ above

Help Desk Supervisor Resume Examples & Samples

Serves as the team's manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks; assigns tasks as appropriate; notifies Manager, Help Desk and Business Solutions of issues/trends as appropriate
Ensures service levels are maintained, manages escalation procedures, and addresses calls requiring escalation or call back
Monitors and audits communications from team members to stores and store support vendors ensuring productivity, process, and quality assurance; provides direction, correction, and counsel to team members as appropriate
Supervises, plans and prepares work schedules according to budget, workload, and business objectives
Observes and evaluates team members' performances and completes performance reviews and individual training, improvement, and development plans
Monitors and ensures queue watch procedures and triggers are followed by the team to ensure team and team member performance
Participates with the Manager, Help Desk and Business Solutions in the recruiting, interviewing, and hiring process
Must have a High School diploma or equivalent and customer service/call center experience (College degree or equivalent in training or experience preferred)
Call center supervisory experience or equivalent (Preferred)
Experience or familiarity with the "Out Here" Lifestyle of the Tractor Supply Customers (Preferred)
Store operations, retail, and customer service experience (Preferred)
Must possess basic computer skills and strong knowledge of Microsoft Office Suite
Must possess good verbal, listening, and written communication skills
Must possess strong analytical and problem solving skills
Must have the ability to work as a part of an operations/contact center team focused on service
Must have call logging/ticketing experience (HEAT, Remedy, or similar)
Must have strong interpersonal skills, interacts with others in a positive and respectful manner; approachable and easy to interact with
Must have coaching and mentoring skills, leads by example, transfers and imparts knowledge and expertise
Must be flexible and adaptable; works effectively in changing and ambiguous circumstances

Help Desk Supervisor Resume Examples & Samples

Supervise assigned staff; provide direction and support as needed, and assign work
Ensure work assignments and projects including those of assigned staff are completed successfully, on time and in accordance with company standards and IT best practices
Estimate resource needs and ensure adequate staffing in order to meet assigned activities and predetermined completion dates efficiently
Monitor the effectiveness of systems, policies and procedures and make appropriate recommendations to ensure daily operations run smoothly and efficiently; implement approved changes
Responsible for training and development of assigned staff, providing skills and knowledge training, coaching, clear feedback and corrective action as necessary
Provide technical lead support as needed
Troubleshoot complex problems and develop effective solutions to resolve issues
Coordinate with and support business and functional groups
Consult with management and staff across IT to coordinate and communicate activities
Compile documentation for assigned areas of responsibility
Prepare various records and reports
May manage assigned budget
Perform all duties in accordance with safety rules and regulations
Perform other duties as necessary
Demonstrated supervisory and management skills
Supervise IT Help Desk and ensure that the business is receiving timely and required technical services
Manage IT ticketing system and self-service portal using Cireson and MS Service Manager solution
Responsible for technical knowledge base for both analysts and customers
Work with all areas of IT to properly escalate and resolve IT issues in a timely fashion
Good working knowledge of Excel reporting features
3 to 5 years of Windows based desktop and/or application support experience
Be able to prioritize and yet adapt quickly to change
General comprehension of PowerShell and scripting for automation
Effective Active Directory management and troubleshooting skills
Work with vendors and business teams to deliver cloud based software solutions
Responsible for Incident and Request Management using the ITIL framework
Previous IT supervisory experience desired
Ability to supervise and motivate team members effectively
Demonstrated knowledge of current and emerging technology in areas of responsibility
Ability to learn and apply new technologies
Effective project management and team-based skills
Effective PC skills (Excel, Word, Outlook, PowerPoint, etc.)
Knowledge of System Development Life Cycle principles & practices
Effective written and oral communication skills
Well-developed interpersonal skills
Effective presentation skills
5 plus years of relevant experience, including at least 1 year of supervisory experience, or any equivalent combination of experience and training that demonstrates the ability to perform the key responsibilities of this position

Help Desk Supervisor Resume Examples & Samples

Supervise assigned staff; provide direction and support as needed, and assign work
Ensure work assignments and projects including those of assigned staff are completed successfully, on time and in accordance with company standards and IT best practices
Estimate resource needs and ensure adequate staffing in order to meet assigned activities and predetermined completion dates efficiently
Monitor the effectiveness of systems, policies and procedures and make appropriate recommendations to ensure daily operations run smoothly and efficiently; implement approved changes
Responsible for training and development of assigned staff, providing skills and knowledge training, coaching, clear feedback and corrective action as necessary
Provide technical lead support as needed
Troubleshoot complex problems and develop effective solutions to resolve issues
Coordinate with and support business and functional groups
Consult with management and staff across IT to coordinate and communicate activities
Compile documentation for assigned areas of responsibility
Prepare various records and reports
May manage assigned budget
Perform other duties as necessary
Possible relocation to Nashville, TN
Demonstrated supervisory and management skills
Ability to supervise and motivate team members effectively
Demonstrated knowledge of current and emerging technology in areas of responsibility
Effective project management and team-based skills
Effective PC skills (Excel, Word, Outlook, PowerPoint, etc.)
Knowledge of System Development Life Cycle principles & practices
5 plus years of relevant experience, including at least 1 year of supervisory experience, or any equivalent combination of experience and training that demonstrates the ability to perform the key responsibilities of this position

Help Desk Supervisor Resume Examples & Samples

Supervise and monitor Help Desk activities
Development and implementation of training programs of customer support staff including ongoing training program as part of a continuous improvement plan
Handle staff scheduling to ensure maximum coverage of department functions. Organize and delegate tasks within the department. Ensure coverage of phone system
Supervise and ensure the highest levels of customer satisfaction
Manage creation, distribution and analysis of yearly customer survey and present results
Lead by example, to keep team motivated, increasing and maintaining a high level of job performance
Identify performance and training issues using performance measurement tools such as call monitoring, customer feedback and support ticket review
Take ownership of and resolve escalated internal and external problem calls. Coaching staff to better handle these types of calls
Ensure delegation for quick resolution or dispatch to customer site as needed
Develop job aids and standard operating procedures to optimize customer satisfaction
Act as Business unit Crisis Manager, responsible to work with the Crisis Management Team to elaborate procedures, training exercise and ensure Business Continuity Plan
Coordinate McKesson Canada Automation’s phone system requirements and changes with McKesson IT department
Ensure each team has a skills matrix completed and a plan to increase skill level of each team
Create, implement and review performance objectives with each team member
Engage employees in discussion about their individual development and provide feedback and coaching
Collaborate with internal partners (Field Service, Warehouse, Calibration, PTS) to promote team communication and maximize customer satisfaction
Manage Help Desk ticket system and asset tracking
Manage creation of new customers and technical support for Automation Customer Portal
Work closely with the Manager, Customer Success to create and report KPIs, making adjustments to ensure targets are met
Assist Manager, Customer Success with Business Unit Privacy matters, collaborate with the privacy audit team, report incidents and closing audit remediation action items

Help Desk Supervisor Resume Examples & Samples

Manage floor providing guidance and assistance to Support Personnel
Awareness and Reaction to Call Volume/Staffing/SLA’s
Set Goals with Personnel
Coach Personnel
Monitor Personnel, providing feedback
Understand and follow all Help Desk Procedures
Have an understanding of Corporate Procedures and Quality System
Respond to Customer Complaints or Inquiries
Communication: Able to effectively communicate with peers and subordinates
Judgment/Analytical: Make decisions and recommendation concerning all aspects of the Help Desk. (I.e. procedures, policies and/or systems). Plans, coordinates and directs the activities to subordinates
Leadership: Maintain positive perspective. Lead by Example. Inspire and motivate team members. Practice and encourage fairness. Making decisions even when unpopular

Help Desk Supervisor Resume Examples & Samples

Excellent Staffing Resource Capacity Planning skills
Excellent understanding of ITSM Incident Management
Proficient in Microsoft Office Professional (Word, Excel, PowerPoint, Outlook, Project & Visio)
Proficient in IT Service Management methodology and practices
Ability to learn ISS structure and policies sufficient to serve as a resource for questions, referrals, and documentation in regards to the Help Desk
Ability to handle sensitive and difficult situations in a professional and responsive manner; ability to exercise own judgment
Ability to interact effectively with individuals and organizations at all levels, establish and maintain good working relationships
Ability to develop priorities, meets deadlines despite interruptions, and performs multiple complex assignments
Ability to work independently on assignments with minimal supervision
Ability to coordinate complex calendars
Ability to work overtime as required

Exam Processing / Help Desk Supervisor Resume Examples & Samples

Bachelor Degree or equivalent preferred
3+ years of proven supervisory experience
Proficiency in MS Office Suite (Word, Excel, PowerPoint)
Experience working with detailed, time sensitive assignments
Effective organizational skills
Good analytical and follow-through skills
Excellent multi-tasking skills
Strong commitment to work

Help Desk Supervisor Resume Examples & Samples

Ticket auditing experience using Cherwell, Remedy or other ticketing systems
Experience managing, mentoring, or supervising help desk personnel
Previous experience with a transition phase, and knowledge of how an optimum help desk should run
Demonstrated customer service skills and qualities
This role will be a crucial part of implementing Incident Management, and must be willing to assist with documentation
Accountability is key – must be organized and dependable

Help Desk Supervisor Resume Examples & Samples

Lead Helpdesk team to troubleshoot and resolve Level 1 and 2 software, network and phone systems problems for local and remote personnel
Provide training to helpdesk staff on operational procedures and troubleshooting techniques
Plans, prioritizes, assigns, supervises and reviews the work of assigned staff performing a variety of work activities within helpdesk
Coordinates and evaluates section operations and activities; recommends and implements improvements and modifications; and prepares various reports on operations and activities for management
Attends meetings, conferences, and training workshops. Review publications and industry documents to remain current on principles, practices, and new developments in assigned work areas
Provides input on budget and annual review of service delivery activities
Monitor day-to-day analyst input within Zendesk ticket system and present helpdesk KPI's to leadership
Provide new technology rollout support including extra training sessions and roving support after installations
Create documentation for use by end users (help sheets, usage guides, FAQ’s, etc.)
Other duties and responsibilities as assigned by IT Service Manager
Bachelor's degree from an accredited university in computer science or equivalent
5+ years of hands-on technical support experience working in large enterprise-level environments
3+ of leadership, management or prior supervisory experience leading teams of up to 5+ team members
Proficiency with Zendesk or other ticketing systems required
Strong working knowledge on Microsoft Office 2016, Windows 7 and 10, desktop, printers, and laptops
Must be service oriented and have strong team leadership skills
Strong analytical, problem solving and decision making skills
Excellent verbal, written, and diplomatic skills
Ability to manage and collaborate with multidisciplinary teams
Ability to prioritize and organize