Helpdesk Manager Resume Samples

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J Lindgren

Juliana

Lindgren

601 Marcus View

Los Angeles

+1 (555) 338 8262

601 Marcus View

Los Angeles

Phone

p +1 (555) 338 8262

Experience Experience

San Francisco, CA

Helpdesk Manager

San Francisco, CA

Gutmann Inc

San Francisco, CA

Helpdesk Manager

Works with management team to optimize the mixes of: planned and scheduled work, scheduled (but not planned) work, and unscheduled work
Participates in facility project meetings. Assists management staff in analysis and developing furniture budgets and solutions
Assigns tickets to facility leads, subcontractors and vendors. Communicates work orders to facility leads and assists management in resolving problems
Maintain and improve effective working relationships with colleagues, clients, customers and work as part of a team to enhance the reputation of Kier
Participates in facility project meetings. Assists management staff in analysis and developing budgets and solutions
Provides regular statistical reporting to the management team showing quantities evidence of the productive use of the work force
Maintains files on tickets, proposals, and department files. Creates vendor files and checks accuracy on completed paperwork submitted by vendors

Boston, MA

IT Helpdesk Manager

Boston, MA

DuBuque and Sons

Boston, MA

IT Helpdesk Manager

Proficiency with MS Windows domain environment (Windows Server, Active Directory, LDAP, DHCP, license management, workstation imaging, access controls)
Maintain motivation and a good atmosphere among co-workers
Manage ticket queues and follow-up with users
Assisting the IT HelpDesk director with the oversight of provisioning cases and the HelpDesk case queue
Manage IT equipment standards and purchases
Enforcing and practicing of our 2U IT HelpDesk standard policies and processes for hardware asset management
Ensure high quality of service is delivered to Blizzard workforce

present

Los Angeles, CA

Global Helpdesk Manager

Los Angeles, CA

Hintz-Green

present

Los Angeles, CA

Global Helpdesk Manager

present

Communicates major non-trading outages to customers and IT providers, including filling the role of incident commander during outage bridge calls
Provides guidance, support, and coaching to help desk supervisors and staff
Successfully manages a large outsourced staff across multiple time zones to provide client support 24x7x365
Establishes and maintains solid working relationships with peer departments and vendors to ensure that the help desk teams meet service level agreements
Negotiates and administers vendor contractual responsibilities and relationships to drive cost effective, high quality service solutions, including regular review of cost structures and RFPs for services when necessary
Motivates the staff to meet the department established service levels and project goals
Independently manage and build a cohesive high-performing team by providing leadership that engages all staff, including the clear establishment of performance expectations, performance management, career development, training plans, recognition and rewards, hiring, absence management and holiday approval

Education Education

Bachelor’s Degree in Computer Science

University of Virginia

Bachelor’s Degree in Computer Science

Skills Skills

Good communication skills and a good level of computer literacy
Able to lift 50+ lbs
Line management experience with the ability to lead, guide, and motivate others towards achievement
Life Insurance & Disability Benefits
Basic understanding of networking topologies and protocols
Initiate improvements to raise the quality and efficiency of service to end users
Available for on-call support
Manage a globally distributed team of HelpDesk Support Technicians providing exceptional service to Mac and PC users achieving service level objectives for responding to and resolving requests related to: Hardware and software requests and purchases, VoIP and telephony services, Account creation and entitlements, Trouble-shooting and support and General application or software assistance
Able to work with minimal supervision
Excellent oral and written communication skills

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Wholesale BIO Helpdesk Manager Resume Examples & Samples

Achieving client satisfaction goals, abandonment rate goals, and other goals as determined by the Business Advisory Board
Developing subject matter expertise within the team on business processes, systems, and information to help more effectively and efficiently support our Wholesale teammates
10 years of specific experience in designated LOB/Function
12 years of specific experience in designated LOB/Function
5 years of leadership experience working with a direct and/or matrix team

IT Helpdesk Manager Resume Examples & Samples

Lead and manage a team of 3 IT technicians
Ensure high quality of service is delivered to Blizzard workforce
Act as head of local IT and partner with management on IT requirements
Manage ticket queues and follow-up with users
Manage IT equipment standards and purchases
Maintain motivation and a good atmosphere among co-workers
Ensure accomplishment of team goals
Drive and create procedures and system documentation
Manage resources and logistics, including liaising with suppliers and contractors where necessary

Mac IBM Helpdesk Manager Resume Examples & Samples

Experience in successfully interacting with customers
Customer experience and service focus
Active listener with flexibility to modify approach according to others
Mac & iOS experience professionally and/or personally
Ability to multi-task numerous applications
Passionate about troubleshooting technology
Bachelor's Degree or above
7 years + working experience in IT service/help desk support/maintenance
At least 2 year experience in professional troubleshooting expertise
At least 2 year experience in demonstrated leadership and customer service management
Readiness to travel 10% travel annually
Chinese Mandarin: Fluent
At least 7 years experience in relevant working experience

Helpdesk Manager Resume Examples & Samples

Experience vendor resources- Leadership
Client/Server
Networking environment (LAN, WAN)

Mac IBM Helpdesk Manager Resume Examples & Samples

Passionate about leading successful teams
At least 1 year experience in customer interactions
At least 1 year experience in leadership role
Experience in Mac & iOS

IT Helpdesk Manager Resume Examples & Samples

Managing the Landover based Tier 1 HelpDesk team, ensuring they are operating efficiently, and providing them support so that they can learn, grow, and perform their job effectively
Acting as an escalation point for HelpDesk cases and other IT issues that require manager approval from within the HelpDesk
Supporting non-technical stakeholders, accommodating a rapidly growing staff
Providing on site and remote resolution of common desktop computing issues (PC and Mac), and acting as local enforcement for IT security policies
Creation, tracking, and completion of a high volume of IT HelpDesk related projects within JIRA
Resolving escalated and executive HelpDesk cases/tickets submitted by 2U employees experiencing technical issues
Provisioning, management, and tracking of web tools access of fellow 2U employees within our CMS
Creating documentation related to HelpDesk processes and policies (internal and company wide)
Enforcing and practicing of our 2U IT HelpDesk standard policies and processes for hardware asset management
Assisting the IT HelpDesk director with the oversight of provisioning cases and the HelpDesk case queue
Acting as a point of contact for vendors, and procuring hardware, software, and web tools licenses as necessary
Ongoing evaluation of existing HelpDesk processes and policies to ensure that the team is operating as efficiently as possible
Strong service and leadership background required. Previous experience working in a fast paced, innovative startup environments a strong plus
Ability to work and contribute in a team environment
Ability to balance daily casework with project based work
Ability to produce high-quality work with limited direction/oversight

Helpdesk Manager Resume Examples & Samples

3 Years Experience of running a SaaS/Rota Helpdesk or similar function with responsibility for a team
Experience with working with Oracle/Vendor Support
UK Government Security Clearance ( or willingness to be security cleared)
Exposure to Oracle Fusion and Taleo products
Been a UK resident for 5 years or more
Excellent communication skills, while projecting a positive, professional image
BA Honors/Science Degree
Ensuring proper utilization for resources and budgets
Provide outstanding support to UK Govt Customers
Lead a specialized area which may have diverse functional elements
Frequently interacts with supervisors, peer group managers and XLOBS
Will interact with UK Senior Management

Helpdesk Manager Resume Examples & Samples

Ensure IT compliance in meeting security and other DHS regulatory standards and practices
Communicate and engage with the customer daily
Maintain the highest level of customer service with proactive management and implementation of continuous improvement initiatives
Participate and oversee COOP exercise and event IT support
Identify workforce issues, designing and implementing corrective actions
Minimum of 6 years working on a Service Desk or Service Center, at least 3 of which was in the role of Team Lead
Ability to manage and lead a team by example
Excellent written and oral communication skills
Effective and efficient Time management of self and team duties
Able to plan and prioritize team workload to ensure objectives are achieved on time

Global Helpdesk Manager Resume Examples & Samples

Independently manage and build a cohesive high-performing team by providing leadership that engages all staff, including the clear establishment of performance expectations, performance management, career development, training plans, recognition and rewards, hiring, absence management and holiday approval
Provides guidance, support, and coaching to help desk supervisors and staff
Motivates the staff to meet the department established service levels and project goals
Establishes and maintains solid working relationships with peer departments and vendors to ensure that the help desk teams meet service level agreements
Build and maintain relationships with business users
Develops and implements annual departmental goals and strategies, addresses department needs, and compares operations to industry best practices (e.g., ITIL, HDI, etc.)
Communicates major non-trading outages to customers and IT providers, including filling the role of incident commander during outage bridge calls
Owns and maintains the helpdesk support system configuration and reporting
Maintains telephony call centre platform and queue management
Creates and maintains knowledge base system
Identify and implement process standardization
Follow established policies and procedures for formal change management
Report on change of trends in service performance and/or product reliability and recommend service improvements designed to achieve call volume reduction, improve product performance, increase fix time fix rate, increase the skill level of engineers and reduce the cost of service delivery
Continually develop and enhance operational procedures to drive down the cost of operation, improve performance levels and ensure consistency in operational standards
Support the set-up of all new IT services to ensure operational readiness, including service transition, resource requirements, training and documentation
Monitors and reports on relevant help desk metrics and service levels
Educates IT senior management on industry advancements related to help desk support and PC lease
Refreshes desktop support as required and maintains business processes as appropriate
Defines and communicates desktop support, desktop implementation, and help desk strategic vision to clients and IT senior management
Negotiates and administers vendor contractual responsibilities and relationships to drive cost effective, high quality service solutions, including regular review of cost structures and RFPs for services when necessary
Successfully manages a large outsourced staff across multiple time zones to provide client support 24x7x365
Any other duties as may be reasonably assigned by Senior Management
10+ years Information Technology experience
5+ years leadership and people management experience
2+ years global experience
Ability to work across diverse organizations and lead complex internal and external project teams
Customer service experience required
Bachelor’s degree in computer science, business administration, accounting, or closely related discipline
ITILv3 or HDI certifications preferred
Experience with skills based routing
Experience with call center platforms. Cisco Call Manager preferred
Strong interpersonal written, verbal communication and conflict resolution skills
Strong team management skills at a global level as well as excellent stakeholder management and influencing skills
Must be able to work in a fast paced environment and embrace change
Interpret and develop policies, procedures, and guidelines for the Helpdesk team that will assist the staff and business users in expediting the resolution of reported issues
Prepare documentation, training plans and demonstrations of new functionality or extensions of existing functionality
Oversee the planning, installation, control and maintenance of the company's Windows computers and products, including Desktops, Laptops, iPhones, iPads and peripherals within the organisation
Support the BBA Group IT team in the implementation of Global IT Standards for delivery and service excellence, management and supervisory responsibilities and support needs

Operations Helpdesk Manager Resume Examples & Samples

Ability to work effectively with global teams and accommodate time differences
Technical knowledge of both home and enterprise networking
In depth understanding of Desktop, Wide Area Network, Local Area Network and Telephony functions
Experience managing cross functional or cross site groups
Knowledge of Contact Center Operations with the ability to explain metrics
Practical understanding of security processes and mobile device management
Execute solutions to real-time issues
Ability to deal well with conflict
Comfortable with presenting to differing levels of business stakeholders
Experience balancing coaching and development with administrative tasks
Willingness to take on new roles, assignments, and responsibilities as needed

Helpdesk Manager Resume Examples & Samples

Reporting directly to the General Manager, the role will cover peak periods so flexibility is essential
Sustain the link between M&S stores, Head Office and Suppliers, for all matters relating to store equipment
Provide accurate reports for inbound/outbound call activity
Resolve any delivery issues in a professional, timely manner
Manage a team of colleagues, prioritise workloads as appropriate, ensuring work is produced to a consistently high standard whilst achieving deadlines
Plan & prepare peak allocation document ensuring all requirements are maintained and updated
Utilise extensive office administration skills to automate routine tasks
Ensure all Service Levels are exceeded
Produce presentation documents for customer reviews and participate in delivering those presentations
Able to support management teams across the contract when required

Helpdesk Manager Resume Examples & Samples

Experience with Zendesk or other Helpdesk applications; experience with dispatch, ticketing or access control systems or software
Experience with S2 access control software
Demonstrated ability to communicate effectively will all levels of the organization and outside individuals
Highly proficient in all Microsoft applications - have the ability to learn and use new platforms
Understanding of SLAs
Experience with Google apps and programs
Ability to multitask in demanding environment

Helpdesk Manager Resume Examples & Samples

Experience in a technical and HelpDesk support role
Experience supervising a technical, desktop, or HelpDesk support team
Expert in PC and handheld operating systems hardware and software (Windows and Mac)
Functional knowledge of wiring and cabling standards for telecommunications equipment
Functional knowledge of Microsoft Office products
Functional knowledge of Adobe products
Basic understanding of networking topologies and protocols
Able to work with minimal supervision
Familiar with ticketing systems and reporting metrics
Available for on-call support
Experience with Microsoft Office products in a heterogeneous environment
MCSE or similar education
Deep knowledge of one or more operating systems

Helpdesk Manager Resume Examples & Samples

Education and Experience
Manage, train, and develop a team of Technicians who install, configure, maintain, troubleshoot and repair computer hardware, software, LAN connections and peripherals including printers and projectors
Ensure timely device deployment and manage the imaging and inventory processes
Provide escalated support for district level applications and manage user accounts for those applications
Administer and configure the Helpdesk system (Zendesk) for multiple administrative teams
Ensure successful completion of various technology projects including purchasing and provisioning
Continually improve support policies and processes to achieve optimal levels of service
Document work and report on metrics to stakeholders via email, helpdesk software and regional dashboards
Ensure that a remarkable level of customer service is provided

Helpdesk Manager Partner Connectivity Resume Examples & Samples

Manage, develop and motivate a group of Team Leaders; including delivering performance reviews and one to ones
Oversee the day to day running of the support teams, to ensure SLA’s are met, escalations are handled correctly and business priorities are followed
Be critical on the teams priorities and efficiency and constantly look for improvements
Work strategically to optimize existing processes; initiate and implement new ways to improve processes utilizing the resources available in the most effective ways
Ensure the team has the capabilities and training to provide a high level of technical support
Ensure people development and progression onto new teams within the organization
Manage escalations and take ownership of situations to ensure speedy resolutions and effective communication to all stakeholders
Build solid working relationships with peers and other departments / teams
Identify and address under performance within the teams
Create and support an environment orientated to open communication, creative thinking, cohesive team effort and trust
Ensure the teams are operating according to compliance guidelines and change approaches if necessary
Enthusiastic, service minded and motivating manager
Be a role model for the Booking.com values
Solution oriented
3+ years experience with people management is required
Experience with a technical support org or appropriate technical background is desired
Lead and develop well performing teams
Well organized and able to keep a clear overview of your area of responsibility
Commercially minded and result driven
Proactive, flexible and capable of working independently
Interested in technical processes and optimization of working methods
Good communication and analytical skills
Ability to multi-task & flexible attitude
Willingness / ability to travel
Excellent knowledge of the English language, more languages are desirable

SE Helpdesk Manager West Resume Examples & Samples

Manage human resources
Master in Engineering / Electrical Engineering or adequate Education-Experience
Proven working experience in the service of IVD systems of at least three years
Knowledge of IT and network technology
SAP knowledge
Experience in the management of human resources

Helpdesk Manager Resume Examples & Samples

Works with management team to optimize the mixes of: planned and scheduled work, scheduled (but not planned) work, and unscheduled work
Analyzes work orders by size, urgency, skill set, location, complexity, and available manpower; and assist FM’s by issuing work orders in a sequential flow to individual facility leads
Provides reports on open and closed tickets and checks status with the appropriate facility lead or vendor
Responds to facility inquires and concerns. Ensures timely and quality service delivery to members. Follows up with community team to ensure member satisfaction
Prioritize and escalate issues to Facilities Director
Participates in facility project meetings. Assists management staff in analysis and developing budgets and solutions
Coordinate delivery of maintenance equipment and supplies, tracks facilities inventory and ensures FM team is properly equipped
Coordinate ad hoc HQ projects as needed
Communicate any department updates to regional Facilities team
Assist with process and procedure training
Provides regular statistical reporting to the management team showing quantities evidence of the productive use of the work force
Maintains files on tickets, proposals, and department files. Creates vendor files and checks accuracy on completed paperwork submitted by vendors
Assigns tickets to facility leads, subcontractors and vendors. Communicates work orders to facility leads and assists management in resolving problems
Coordinates strategic planning for moves, adds, and/or changes
Uses guidelines set by management, develop, implement, and manage preventive maintenance and life cycle optimization strategies. Performs annual review of preventive and predictive maintenance programs to insure current ticket system library contains correct frequencies and balanced 12 month schedules for all facility leads and vendors
Determines appropriate predictive maintenance tasks. Trains the work force in the use of predictive maintenance techniques. Analyzes predictive maintenance data for trends. Initiates corrective actions as appropriate
Participates in facility project meetings. Assists management staff in analysis and developing furniture budgets and solutions
Monitors course and training resource utilization to ensure that department needs are being met
3 plus years coordinating experience in the facilities, construction or related industry
Technical working knowledge of building systems
Demonstrated ability to source vendors, equipment and materials

Helpdesk Manager Resume Examples & Samples

Installing hardware and software systems
Maintaining or repairing equipment
Offering technical support on-site or via phone or email
Diagnose software and hardware problems
Track, prioritize and document requests using an IT support request system
Associate Degree and/or equivalent of 4+ years of Technology training/experience
A minimum of 12 months of related help desk management experience in an Enterprise network is preferred
Must be knowledgeable in the following computer technologies
Microsoft OS Windows XP/7/8
Imaging and deployment technologies
TCP/IP and remote administration knowledge
MUST BE ABLE TO PASS DRUG/BACKGROUND CHECKS**

Helpdesk Manager Resume Examples & Samples

Delivery of services in line with contract KPI’s/SLA’s
Supporting mobilisation of new contracts/clients
Developing new workflow systems to enhance business efficiency
Development of client relationships to ensure retention of contract and future opportunities
Responsibility for contract/s in relation to performance both financially and in line contract requirements
Encouraging good general housekeeping of contract/s e.g. closing down of jobs, ensuring process calls is updated regularly, review and update work in progress on a regular basis
Supporting the Bid process in relation to helpdesk and system deliverables
Maintain and improve effective working relationships with colleagues, clients, customers and work as part of a team to enhance the reputation of Kier
Attendance at regular meetings with both management and client
Develop effective MI data and ensuring this is provided to relevant parties at the appropriate time
Deliver clear communication with workforce, customers, line management, office support staff, subcontractors and third party suppliers
Provide technical assistance and admin support to the client and support staff
Identify training needs within team by ensuring that processes are reviewed and streamlined using LEAN methodology
Ensuring that costs do not exceed forecasted budget through effective controls of costs and monthly reconciliations
Providing support and direction to the strategic development plan for the business and enabling the implementation of key initiatives to support the vision
Previous experience within a similar role and sector
Line management experience with the ability to lead, guide, and motivate others towards achievement
Good communication skills and a good level of computer literacy
Knowledge of statutory requirements and current legislation
Flexible in attitude and aptitude

Helpdesk Manager Resume Examples & Samples

Managing Safely – accredited by IOSH (essential)
National General Certificate in Occupational Safety and Health – accredited by NEBOSH (desirable)
Understanding of commercial leases and the landlord and tenant relationship
Understanding of service charge budgets and accounting principles
Management of in-house and supplier staff
Management of supplier relationships
Good health and safety and environmental knowledge
Basic mechanical and electrical services knowledge
Excellent English language skills – both written and spoken
IT literate – MS Office, Crystal, QFM and Visio at intermediate level