Service Desk Manager Resume Samples

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S Lebsack

Stanley

Lebsack

85502 Bergnaum Flats

Chicago

+1 (555) 148 4881

85502 Bergnaum Flats

Chicago

Phone

p +1 (555) 148 4881

Experience Experience

Philadelphia, PA

Service Desk Manager

Philadelphia, PA

Nader Inc

Philadelphia, PA

Service Desk Manager

Create and manage reports to upper level management about all aspects of IT Technical Management including SLAs
Provide weekly database status and performance reporting in order to assist the Program Manager
Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner
Develops key performance indicators (KPIs) and provide regular reporting for management on Desktop Support activities and metrics
Work with the Operations Manager to establish and operationalize Service Level Agreements for key services
Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
Provide performance reporting capabilities from the call management system

New York, NY

IT Service Desk Manager

New York, NY

Cronin, Bednar and Cronin

New York, NY

IT Service Desk Manager

Plan work schedules for global help desk operations and assign staff to accomplish daily work by providing for variations in workload
Active involvement in employee development through training, coaching and performance management
Manages the overall Service Desk performance for the region of responsibility as well as the performance of individual Team Leads and Analysts
Monitors and measures the performance and results of IT Service Desk resources and provides direct and timely performance feedback
Provide superior communications to management, business partners and other stakeholders regarding IS performance
Manages performance and development of team members, including policy administration, compliance, coaching, disciplinary action and recognition
Drive continuous improvement into service desk processes through the identification and trending of key performance indicators (KPI)

present

Los Angeles, CA

Service Desk Manager, End User Services

Los Angeles, CA

Shanahan LLC

present

Los Angeles, CA

Service Desk Manager, End User Services

present

Desktop, Wide Area Network, Local Area Network and Telephone functions
Accurately communicates pertinent information. Assists in the development and
Information to create a work environment that lends itself to the best interests of
Provides leadership by projecting a positive attitude, and providing learning
Manages the Help Desk staff including consultation on performance evaluations,
Performs duties in a cost-effective manner to avoid waste of resources without
Monitors problem management database and follows up with assigned personnel

Education Education

Bachelor’s Degree in Computer Science

University of Cincinnati

Bachelor’s Degree in Computer Science

Skills Skills

Knowledge of various software application packages including a strong knowledge of Microsoft Office applications
Professional IT Certifications, such as: A+, Network+, Microsoft MCP, MCSA, or MCSE, basic knowledge of routing and switching
Good verbal and written communications skills with the ability to effectively document procedures
Excellent analytical skills and attention to detail
Strong organizational skills and multitasking ability
Strong attention to detail
Ability to use a personal computer. Proficiency with other Microsoft Office applications
Ability to provide effective communication and status to manage sponsor expectations and deliverables to predefined target dates
Knowledge of a wide rage of BT products and services, and understanding of how they support each other in providing an end to end customer quality service
Ability to manage a wide range of cross-functional activities while meeting time sensitive and variable deadlines

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Service Desk Manager Resume Examples & Samples

Balance technological and operational needs with financial control and communication needs
Manage multiple operations teams
Manage global roles with regional accountability in a matrixed organization
Minimum 10 years of Business Technology Management experience in a request/ production based environment such as a call center or cross-functional teams
Leadership development of document structures with minor guidance, idea generation with customer, strong spoken communication of tactical plans to team on a routine basis
Demonstrated ability to make complex decisions or recommendations based upon experience, analysis and judgment. Holds others accountable for quality and timeliness of decisions. Capable of incorporating new information with historical information to make timely decisions
Negotiates skillfully in difficult situations with both internal and external groups
Root cause analysis, process improvement driver, understands where to focus priorities and resources

Global IT Service Desk Manager Resume Examples & Samples

Lead and manage an On-Shore Service Desk organization to ensure team and individual performance levels consistently meet or exceed the needs of clients/users
Oversee all Service Desk activities and respond to escalated service desk incidents and requests. Oversee incidents and requests including, but not limited to, the following: Windows and Mac-based hardware and software, Telephony, Account creation, Network and wireless connectivity, iOS and Blackberry devices, Video/Chat Conferencing
Ensure working practices and processes are standardized and repeatable to support Service Desk activities
Monitor and evaluate key performance indicators, taking action to meet and maintain Service Desk goals, objectives, and Service Level Agreements
Monitor recorded and/or live calls from end users in order to ensure and improve quality of service
Ensure incidents and service requests are managed effectively to Service Level Agreements
Ensure Key Performance Indicators are achieved or exceeded
Ensure incidents levels and associated mean time to restore are continually being driven down via documentation creation within a knowledge base, education/training of service desk representatives and/or process enhancements
Complete staff reviews and appraisals, and develop personal development plans
Ensure upwards and downwards communication takes place regarding Service Desk activities
Oversee management of on-shift and off-shift staff rotation to ensure continuity of service for customers
Provide Service Desk reporting to Executive Management within established intervals
Facilitate and lead team meetings
Ensure personnel receive consistent training through both formal and informal training programs
Lead/participate in vendor management initiatives with a primary focus on continuous improvement of vendor service desk personnel and process enhancements
Establish and maintain effective working relationships within the Technology organization
Perform special assignments as required by the Director of On-Shore Service Desk and/or leadership team
Provide a strategic plan for development and maintenance of proper service/help desk procedures
Develop methodologies for increased first call resolution building strong relationships within IT and knowledge base build out
Manage the processing of incoming calls to the service desk ensuring courteous, timely and effective resolution of end user issues
Meet with business and IT leaders to continuously improve the customer experience through the service desk
Develop and provide accurate business and IT service level agreements (SLA) and metrics including response time, first call resolution, individual and team statistics
Be an active member of the Technology Standards Council to develop refined infrastructure standards, processes, and practices to be used globally
Implement with other IT Client Service teams ticketing systems that will accurately capture all work performed
Ensure and maintain all service tickets in appropriate ticket queues
Dispatches appropriate technical or professional service technician
Conduct performance appraisals including career development, merits, bonuses and disciplinary actions if needed
Bachelor’s degree in Computer Science with a minimum of 5 years work experience working on an IT service/help desk or Associates degree in a technical discipline with a minimum of 3 years’ experience managing an IT service/help desk
Must be a detail-oriented self-starter with minimal supervision
Proven troubleshooting and diagnostic skills
Demonstrated leadership ability during high pressure situations
Strong customer communication skills (interpersonal/oral/written) with an ability to communicate complex technical design concepts and translate into non-technical business solutions
Advanced knowledge and proven record deploying and supporting Microsoft Windows (XP and above) and Office (2003 and above)
Proven knowledge and illustrated deployment and support of Apple OS X (10.5 and above) and basic applications
Good understanding of and practical deployment experience of mobile messaging devices including Blackberry, iOS, Windows Mobile, and Android handhelds and tablets
Basic understanding of the following protocols and networking services: TCP/IP, DNS, and DHCP

Service Desk Manager Resume Examples & Samples

Provide guidance on service desk processes and procedures to local clients and Tier 2/3 support groups
Offer recommendations to EIS Workplace Team to improve efficiency and quality
Track SLA’s and client satisfaction for the service desk service delivery with an eye toward identifying improvement opportunities
Record service delivery critical information in a tracker in order to

IT Service Desk Manager Resume Examples & Samples

Manage the process and own results of training team members, empowering them to exceed the teams goals
Overall responsibility for performance reviews, development plans, scheduling, technology implementation and team growth
Foster a collaborative work environment, resolve disputes, offer praise and feedback and act as an escalation point for critical issues or difficult users
Define and enforce clear, measurable targets for operational metrics
Receive and promptly address tickets escalated from Service Desk Supervisor to ensure timely resolution and customer satisfaction
ITIL qualification and MCP certification is preferable but not essential

National Service Desk Manager Resume Examples & Samples

12 month fixed term contract
Technical Diploma
At least 5 years experience in in the IT industry with min 2 years Service Desk experience
At least 5 years experience in with Microsoft Active Directory
At least 2 years experience in in supporting 800+ workstations using Microsoft Operating Systems
At least 2 years experience in with a formal change management corporate environment

Service Desk Manager, Managed Services Resume Examples & Samples

3KeyResponsibilities
To ensure resource/ service restoration as per defined
To review performance of Service Desk team members
Authorized to report security breach incidences
Authorized to raise indent for additional manpower to his/ her manager
Authorized to interview and recommend for recruitment of manpower
To plan and perform competence development of team members
To approve time sheets
5CandidatePrerequisites
University Degree
8-12 years of experience in Telecom and/ or IT Services organization
Vendors' technical certification in Networking, Infrastructure
The candidate should have worked for 5-7 years in Technical, Infrastructure Management, Service Desk environment
Technical and/or functional skills: IT and/ or Telecom domain
Good on Spread Sheet, Presentation Software
Leadership skills: Matrix Management, Decision Making, Self Initiator, Having analytical mind, Independent working having self discipline

Service Desk Manager for Bloomberg Philanthropies Resume Examples & Samples

Manage a team of Tier 1 and Tier 2 Service Desk technicians (5) who provide support to global organization working in four NYC offices along with remote staff
Manage incoming calls and emails to the Help Desk to ensure courteous, timely and effective resolution of end-user issues
Ensure staff documents ticket resolution accurately, completely and coherently
Manage software and patch updates coordinating with IT management and System Engineers
Oversee installations, environmental changes and SW upgrades
Respond to requests and incidents within the SLA and report on deviations
Monitor all opened tickets and Service Desk projects and ensure that subjects and resolutions are aligned with the Knowledge Management database
Provide useful Help Desk and operations statistics, track and report trends in request volumes (call and email) and helpdesk subject frequency
Provide weekly Help Desk efficiency reports
Participate as a member of the Change Management and IT Steering Committees
Implement Business Continuity procedures for the Help Desk staff and coordinate recovery activities with the IT Management Team
Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, and make recommendations in these areas
Organizes, manages and directs the work of the employees in the assigned function
Oversees the assignment of duties and responsibilities to employees
Observes and evaluates employees and work procedures to ensure quality standards and service are met
Mentors, develops and provides on-the-job training to subordinates to strengthen their current performance and preparation for future advancement
Track and analyze performance and trends
With IT Management, establish/adjust Help Desk service levels including problem resolution expectations and timeframes
Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
Plan and conduct staff performance reviews and development planning
Apple Support and Mac Integration (10.6+)
Microsoft Server 2003/2008/2012
Microsoft Desktop Support
Microsoft Office 2010/2013
IOS device management
Anti-virus product experience
Operating Systems and software enterprise roll-out experience
Apple Bootcamp implementation
Cisco IP phone administration a plus
5+ years of general IT experience
3+ years working in a Help Desk/service role (troubleshooting problems)
2+ years managing a Help Desk
4+ years in Help Desk operations that includes both Mac and Windows and documenting troubleshooting steps/instructions

Service Desk Manager Resume Examples & Samples

Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within RBC. Determine root cause of issues and communicate appropriately to stakeholders
Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with business partners
Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed)
Oversee Knowledgebase and ensure quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. Manage process for communicating outage/emergency activities to the organization
Ensure Incident Management processes are adhered to and ensure on-going review of sev 1 & sev 2 incidents
Ensure Problem Management processes are adhered to and ensure on-going review of problem tickets
Delegated authority for Incident and Change mgt
Provide reporting functions to support the Production Assurance group
Manage the weekly US CAB meeting, generate the weekly CAB and USWI High Risk Change agendas, weekly Change Review, and the forward looking Change Calendar
Incident/Change/Problem Mgt experience
Working knowledge of ITIL
Ability to work as a team
Ability to work on international issues

Service Desk Manager Resume Examples & Samples

Ensure that appropriately skilled and trained resources are deployed into the service and that they are working in accordance with agreed internal and customer procedures and standards
Ensure that financial objectives are met and service profits and losses are in line with the expectations
Demonstrate strong leadership skills
Resilient, focused and performance driven in a dynamic and fast moving environment
Able to work with a minimum level of supervision as well as perform under pressure and meet tight deadlines

Service Desk Manager Resume Examples & Samples

Management of the Service Desk on a day to day basis, including Incident, Problem, Change and Request management as the main point of contact for customers
Management and direction of the Service Desk team members, including personnel management such as performance, absence and planning of leave
Ensure the Service Desk owns customer generated workload and drives customer requirements
Manages demand, capacity and SLA adherence in accordance with service agreements, balancing resources across shift patterns
Ensures individual, team and operational development, with targeted competency plans and SMART objectives. Clear objectives and reporting to demonstrate needs, progress, timelines
Manages information systems to deliver accurate customer outcomes – accurate processes/procedures, knowledge base, persistent gap analysis and up-skilling methodology
Able to respond to multi-channel demand with a structured, flexible approach
Comfortable and competent in handling initial escalations, finding appropriate assistance from the business where required
Build and maintain a healthy KPI and performance dashboard for the Service Desk, Operation and end-to-end Service; including SLA adherence, individual/team performance, Service Desk capacity, workload metrics (using operational information, resources and personnel as required)
Development and own Operational Development Plan for the Service Desk and work in a programmatic approach to demonstrate continued progress towards evolving objectives
Understand, define and drive change around the Service Desk and it’s deliverables towards industry standards
Ensure the Service Desk is dynamic and able meet fast pace of change through iterative management approach
Develop and nurture relationships across support and the wider business (for both Incident/Problem/Change urgency and internal operational initiative buy-in)
Represent the Service Desk, Operations and Custom to wider audiences, including customers, to explain the value of the service
Contributing to wider business initiatives and projects as required

IT Application & Data Service Desk Manager Resume Examples & Samples

Manage ongoing support to all employees for applications owned by the IT ADS Group making sure the appropriate resources are scheduled to effectively answer questions submitted by employees using the applications
Manage and oversee IT Service Desk Analysts, Consultants and Business Analysts to ensure timely and accurate responses to reported issues. These responses should also be reliable, responsive, empathetic and competent
Responsible for daily tasks and/or required maintenance (if applicable) of all LOB applications
Manage support calendar and scheduling of IT Service Desk Analysts to ensure adequate support coverage for LOB
Manage the processes of completing bank-required paperwork for IT related functions as directed (Customer Service Request (CSR), Fixed Asset Request (FAR), Firewall Service Request (FSR), etc.)
Manage project and task assignments to ensure workload is balanced across all resources within the IT ADS Service Desk organizational structure
Communicate with other Service Desk Analysts, vendors, and/or subject matter experts to solve issues with automated applications
Own the problem management process, to include identification, root cause analysis, and documentation of problems in order to prevent or alleviate repeat outages
Manage proper utilization of the BB&T IT Ticket Management system by IT Service Desk Analysts to ensure all calls are being logged and resolved in a consistent fashion
Review the BB&T IT ticket management system for usage and quality of input. Use this information as a coaching, trending and motivational tool for other IT ADS Service Desk Analysts
Develop and maintain relationships with subject matter experts for all LOB automation systems to assist with limiting single points of failure
Maintain proper staffing levels within the IT Service Desk infrastructure to ensure appropriate support for LOB resources
Report trends that are discovered through the support process to appropriate groups within BB&T to limit the impact to BB&T
Bachelor's degree or equivalent education and related training
Seven years of work experience in related field/industry and a deep understanding of the industries supported
Threeyears of managerial responsibility in an IT Help Desk environment
Above average communication skills with the ability to relate to all levels of management
Strong planning, prioritizing and organizing skills
Ability to effectively supervise and motivate employees
Excellent decision making and judgment skills using logic and facts to determine the optimal course of action
Self starter with the ability to work independently and communicate status to various levels of staff as appropriate
Knowledge of the BB&T systems to be supported
Excellent written and verbal communications skills and ability to clearly communicate technology issues/direction in a manner all levels of personnel can understand
Proven ability to develop a cooperative and supportive team which fosters teamwork
Understanding and ability to consistently exceed customer expectations and requirements

Service Desk Manager Resume Examples & Samples

Train, coach, and mentor Help Desk support team to ensure customer and business objectives are met
Establish action and strategy orientation around ticket trend analysis and deriving direction from that analysis, work with partners to address and strategize around changes
Own open issues and work closely with escalation partners to identify, document and monitor any and all exceptions
Develop and support a customer focused culture
Manage issue escalations to prompt satisfactory outcome
Improve or recommend new processes as needed
Provide training as needed to support strategy and changes
Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
Ability to analyze data or statistics to manage the Help Desk SLA’s
Continue to grow and enhance service level agreements
Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
For Program Management, must be able to create, establish and document standard operation procedures and processes that are sustainable and repeatable
Must be flexible and able to adapt to changing needs of the business
5-7 years of Service Desk experience required
2+ years management experience required
Previous customer service or helpdesk management experience; experience growing and developing a help desk program in the areas of quality, customer service and communication skillset areas
Demonstrate excellence with listening, verbal and written communication skills
Ability to navigate roadblocks and multi-task; highly organized
Influencing and development skills to teach through example Level 1 Analysts
Own open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions. Improve or recommend new processes as needed
Must be available to work evenings, weekends and holiday schedule to be decided by Management
Technical aptitude is a plus

Service Desk Manager Resume Examples & Samples

Manage the day-to-day responsibilities of a team of professionals who provide first level support for Visa's Global Network and Authorization systems, networks and platforms
Assist the Business Leader in developing and managing short to longer term tactical and strategic support initiatives to meet the operational and continuity needs of Visa and its customers
Represent the support team on cross-functional projects and ensure the timely completion of agreed deliverables
Measure the overall support effectiveness and quality of work through metrics in order to maintain the standard of the Visa brand
Manage the change activity across all production and development network and authorization systems ensuring risk is managed, system and service disruptions are kept to a minimum and service levels maintained
Represent the Service Desk team in relevant meetings such as process improvement and initiatives meetings
Will understand and adhere to the current escalation and critical situation management process within the Global Operations Service Desk
Responsible for the internal and external communication of issues to management, other internal support groups and the customers via pages, email broadcasts or phone
Must Develop an in-depth understanding of transaction message flow and the different types of exceptions that can be encountered resulting in cardholder impact
Experience managing a large team in a very diverse and de-centralized environment
Ability to interpret and represent technical issues into business concepts and solutions to multiple levels internally and externally
Effective professional verbal and written communication skills and solid presentation skills
Leads by example
Clear understanding of Visa's authorization systems and network
A minimum of 5-7 years' experience in a network and authorization technical support role
Working without supervision, this role requires the ability to triage multiple simultaneous issues and manage all to an effective resolution
Determine when escalation takes place. There will be frequent reviews of work completed and specific instruction provided, usually in the form of written procedures
The scope and variety of this role is wide, but within a highly structured setting

Associate Service Desk Manager Resume Examples & Samples

Manage the day-to-day responsibilities of a team of professionals who provide first level support for the Open System platforms (Windows and Unix), associated applications and services
Provide management leadership to members of the Visa operations Command center (VOCC) team including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
Build relationships with all supported customers and service providers (internal and external) and act as a liaison to identify opportunities and challenges and to implement solutions
Ensure that system and service disruptions are kept to a minimum and service levels are maintained
Demonstrate technical leadership skills in day-to-day work; take ownership of critical issues where appropriate, drive incidents to resolution in a timely manner as dictated by the impact and severity of the problem
Experience managing a large team in a very diverse environment
Ability to interpret and represent technical issues into business concepts and solutions to multiple levels
Effective professional verbal and written communication skills along with solid presentation skills
Strong reporting and documentation skills
Bachelor's degree, or equivalent industry experience

Service Desk Manager Resume Examples & Samples

Assign, prioritize, and track writing projects for the department. Set agendas and calls department meetings to discuss issues concerning the help desk staff, such as style and template revision, hardware and software issues, and department policies and procedures
Manage help desk resources for optimal performance; oversee the delivery of day-to-day technical helpdesk efforts including receipt, prioritization, documentation, and resolution of information systems products and services
Participate in the development of a service level agreement and ongoing management of service level compliance
May write or lead proposals that require a high level of functional or client expertise
Bachelor’s degree in Management Information Systems, Decision Sciences or two year degree with equivalent work experience
Direct supervision of Help Desk Technicians

IT Service Desk Manager Resume Examples & Samples

Manage and develop the IT Service Desk to deliver an outstanding level of customer service to all 1,500 computer-users in the UK/I, across 6 locations
Provide on-site support for office-staff, remote support for field and ‘agile’ workers
Degree qualification, or equivalent in Computer Science
ITIL V3 Foundation Certified
Strong skills in Microsoft Windows platforms (in particular Windows 7)
A good working-knowledge of Microsoft’s Active Directory and Exchange 2010 principles
Strong skills in an ITSM platform for Incident / Asset Management and Service Requests

Associate Service Desk Manager Resume Examples & Samples

Provide management and leadership to members of the Service Desk team including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
Improve work processes, procedures and systems while reducing Visa's exposure to financial loss
Build relationships with all supported customers and service providers (internal and external) and act as a liaison to identify opportunities and challenges and implement solutions
Act as delegate to the Business Leader in his absence
Manage team workload; ensure all incidents, problems and requests are prioritized, assigned, resolved or acted on in a timely manner; ensure all incidents and problems have root cause identified where possible
Working with the appropriate groups to, administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentor team members on these policies and procedures
Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software
Maintain technical skills through participation in ongoing training
Bridge Stewardship in support of timely resolution of internal issues
Attend and participate in Change and Problem Advisory Board meetings
Three to seven years of Service Desk experience with a demonstrated pattern of increased responsibility
Information Technology Infrastructure Library Foundation Certificate (ITIL) V3

IT Service Desk Manager Resume Examples & Samples

Team management / people development
Strong knowledge and/or experience in team management, preferably in a support and/or call center environment
Excellent interpersonal skills, strong customer orientation and ability to work efficiently with a team or individually
Ability to communicate effectively in both English and French (Written / Spoken: 5, 5, 5)
Ability to plan and prioritize independently
Strong problem solving abilities including initiative to handle issues in a proactive manner
Advanced knowledge of Microsoft Excel
Working knowledge of other Microsoft Office tools (Word, PowerPoint)
Knowledge of Bell applications an asset (ex: IPAIRS, ACCESS, ASA, FWFM, NRMS, CLICK)

Service Desk Manager Resume Examples & Samples

Bachelor’s degree in computer science or equivalent experience
Minimum three (3) years of experience with IT operations or delivery
Minimum five (5) years of experience with Service Delivery, Client Management or Team Lead Experience including supervision experience
Minimum five (5) years of experience as Technical Admin or Engineering
Good technical aptitude, understanding and troubleshooting skills
Proficiency with MS Office suite of products
Excellent customer service orientation and ability to communicate with users at all levels of computer proficiency
Experience within a LAN and WAN environments
Knowledge of systems best practices and standards and ability to apply them within a business environment
Ability to direct others during high pressure situations involving customers, leadership, technology teams, and third party service providers
Detail orientation with an ability to manage multiple projects and deadlines
Manages the day to day operations of the Service Desk function. Provides support to Association offices and affiliated branches to ensure that Business Technologies (BT) related needs are addressed in a timely and cost effective manner
Hires, trains, and manages Service Desk staff coordinating and monitoring work volume while creating a team which provides high touch customer service to computer users
Creates and maintains up to date support procedures and documents for trouble-shooting for the supported systems. Researches and resolves Level 2 technical issues and assists in the resolution of Level 1 issues as needed. Recommends changes that would streamline the procedures within the Association and based upon ITIL guidelines
Supports the Desktop Analyst to configure and install various PC related hardware and software components and troubleshoots problems found. Assists with the implementation of software and/or hardware upgrades including PCs, servers, and anti-virus systems
Performs setup and maintenance of user profiles within the MS Exchange and address books
Assists with the maintenance of and manages in accordance with existing service level agreements
Manages and coordinates the hardware refresh cycle
Updates records and generate reports within the PC Audit and Service desk ticketing systems
Acts as a resource in the event of disaster or service disruption

Service Desk Manager Resume Examples & Samples

Minimum 5 years experience in an IT technical support role supporting operating environments and PC/Server operating systems (Microsoft Windows)
3-5 years experience hardware and software installation and maintenance
2-5 years previous supervisory experience preferred
Exceptional interpersonal skills: can operate successfully with cross-functional teams
Strong communication and customer service skills
Ability to work in a collaborative team environment
Proficient time management and organizational skills
Ability to comprehend and document technical issues with attention to detail
Ability to manage, prioritize, and communicate status of multiple tasks simultaneously
Knowledge of Windows Operating System Environment and Active Directory
IT Infrastructure Library (ITIL) experience or certification preferred
Experience with workflow and ticket management systems such as ServiceNow

Service Desk Manager Resume Examples & Samples

5+ Years proven experience managing a service desk or call center
Computer Science degree preferred
Ability to write technical documentation, processes, procedures, and work flows
SharePoint 2007 experience required, SharePoint 2010 experience preferred
Competent to provide desktop support, and minimal server administration
Acts as the Subject Matter Expert for provided services and mentors Jr. Service Desk technicians
Good communication skills; shows tact, effective listening skills and follow through
*Please note that the expected start date is Apirl 1,2017***

Service Desk Manager Resume Examples & Samples

Minimum of three (3) years of experience managing a Service Desk using the BMC Business tool suite for a large enterprise network
Minimum of three (3) years of experience with ITIL V3-based Service Operations and IT Service Management
Currently possess and maintain ITIL V3 or 2011 Intermediate certification

Service Desk Manager Resume Examples & Samples

Manages the Service Desk and all incidents and service requests initiated by the customer
Develops, documents, and implements all policies related to the management of the Service Desk
Develops, documents, and implements a comprehensive change management policy for all IT assets related to the CVCS program
Develop and manage the Service Desk’s Service Catalog
Work with Subject Matter Experts to gain an understanding of their roles and backfill their positions as required supporting time-off / surging support. This can include tasks such as configuring Dedicated Short Range Communication devices or some system administration tasks
Support Connected Vehicle Core System user’s efforts in their testing and development of connected vehicle applications
Service Desk operations / Change Management
Working knowledge and understanding of ITIL is required
Experience with Linux, basic networking, and server administration is a plus
Experience with Samanage Service Desk software is a plus
Experience with software development, ASN.1, SAE J2735 and IEEE1609.2 - 4 a plus

Service Desk Manager Resume Examples & Samples

Maintain disaster recovery plans for clients
Perform Business Impact Analyses for both Capgemini and external clients
Maintain Life Safety documentation
Conduct annual life safety drills (fire and severe weather)
Work with disaster recovery vendors on behalf of clients; maintain and update vendor contracts
Coordinate and conduct client disaster recovery exercises offsite (primarily at DR vendor locations)
Support sales pursuits from a DR perspective
Maintain documentation and documentation standards in compliance with the Quality Management System
Qualification: Bachelor’s degree and/or required years of experience
Should be proficient in Negotiation and Vendor Management, Continuous (Service) Improvement and Transition Management
Should have progressing skills in Financial Analysis

Service Desk Manager Resume Examples & Samples

Ensuring the efficient and effective operation of the multilingual Service Desk in Sibiu
Elaboration and implementation of strategies for the development of our Service Desk
Setting and meeting performance targets for Quality, Speed, Efficiency,
Experience in a multinational, BPO or captive Contact Centre environment
Excellent communication, management and skills
Willingness to travel and operate in a truly global and multi-cultural 24/7/365 fast paced and highly customer service and quality driven environment
Ability to set the strategic direction of the team
Strong stakeholder management skills
Experience in customer service is required
Solid understanding of contact centre reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Crisp problem solving, analytical skills and decision making skills

Oracle EBS Service Desk Manager Resume Examples & Samples

Hardware/Networks/Operating System Interaction - The ability to understand the basic tenets of the physical IT system and that system's relation to the application
Production Support - Experienced in multiple aspects of production support processes, including monitoring and troubleshooting customer response and physical security
IT Change Management Process - Ability to systematically control changes to Information Technology (IT) systems and maintain their integrity and traceability throughout their life cycle
Analyze Issues - Understands complex concepts and problems and identifies how they relate to key processes
IT Architecture - Knowledge of concepts and philosophies regarding the design and deployment of information technologies and associated architectural concepts, principles and tools
Experience as Oracle Application Functional/Technical consultant with responsibility of leading development team to deliver business capabilities
Prior experience in managing Oracle Application production support environment. Understands support processes and should have ability to identify and lead support processes creation and improvement work
Ability to lead team of multi-discipline resources for triaging business critical IT system issues. Help remove obstacles to expedite resolution and maintains appropriate stakeholder communication including Senior IT Leadership
Accountable for compliance to Service Level Agreements, ensuring that cost, quality and delivery requirements are met or exceeded
Identify and manage risk within area of responsibility and escalate when appropriate
Manage team of SCERP Service Desk Experts with a defined set of deliverables, goals and objective
Manage SCERP Service Desk Operations to ensure services are delivered aligned to SLA and metrics
Ensure team adherence to all IT processes, policies, and procedures including IT Security
Responsible of IT Controls compliance for the Team
Engagement with customers in their respective function or business area

IT Service Desk Manager Resume Examples & Samples

Associate's Degree or Apprenticeship, or equivalent combination of education
6 to 8+ Years experience
Technical certifications preferred

Lead IT Service Desk Manager Resume Examples & Samples

Develop trust with clients, customers, teammates, and members through transparency, accountability, and credible action
Practice ownership and responsibility for all IT Support Management Services issues to ensure a high degree of customer satisfaction
Develop a performance measurement framework in conjunction with internal and external stakeholders and facilitate feedback to team members on customer service issues, communication, and technical skills in order to enhance the quality of support delivered
Participate in the development of Service Level Agreements (SLAs) and ongoing management of service level compliance
Provide daily, weekly and monthly metrics driven status reports to leadership
Act as the primary liaison to clients and leadership for all IT Support Service issues
Maintain a high level of team morale and manage IT Support Service resources for optimal performance
Proactively monitor dashboards and program statuses to provide operational awareness to customers and ensure all issues and incidents are responded to in a timely manner and tracked to resolution
Collaborate effectively with dispersed, cross-organizational support desks staff
5-10 years leading an ITIL V3 based or ISO 20000 certified service desk operation in a complex, dispersed IT Cloud Computing environment providing 24x7x365 customer support
10-15 years of experience in IT Support Services
Deep expertise in the function of tiered help desks (all tiers), including asset management, configuration management, and the deployment of new hardware/software/services
Willingness to accommodate new or changed scope and areas of responsibility for Service Desk functions are essential
Candidate must possess a customer service, mission-first mindset and an excellent working knowledge of managing customer relationships
Familiarity with enterprise ITSM tools (BMC Remedy, Service Now, Siebel, etc.) and technical expertise/background in Windows, Linux and Cloud-based technologies including AWS
Expertise migrating, consolidating or modernizing enterprise IT help desk organizations is highly desired
Bachelor degree or higher in a technical field or IT-related discipline
Exceptional oral and written communication skills and strong negotiation and mediation skills are a must

Latam Service Desk Manager Resume Examples & Samples

Set team goals, objectives, strategy, monitoring daily, weekly, and monthly metrics and performance
Serve as a liaison with our internal customers, communicating trends and resolving related issues jointly
Establish daily priorities and manage workflow so as to ensure that timeliness and quality standards are met
Assist in audit and compliance efforts for department
Monitor daily service levels for customer inquiries relating to the P2P and Sourcing processes received via both telephone inquiries and emails and modify resource responsibilities accordingly
Participate and assist in coordination of service meetings with key country partners
Identify improvement opportunities within the Service Desk environment and work with the overall team to drive change to improve efficiency and service
Support the handling of customer calls, emails and tickets when appropriate based on service levels, coverage and status of management escalations
Make evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents
Applies good understanding of how the team and area integrate with others in accomplishing the objectives of the sub-function / job family
Deals with most problems independently and has some latitude to solve complex problems
Manage and report on the performance of the function utilising key performance indicators (KPI-s)
Ensure that all the relevant policies are applied, built into the daily processing and shared with the staff
Act with urgency, courage and conviction
Be accountable - own the outcome
Operational experience in a shared services environment is critical
Experienced at managing a team in a constantly changing environment
Experience of banking or financial services may be an advantage
P2P background is an advantage
At least 2 year customer service background, preferably in a fast-paced call center environment where handling a high volume of inbound calls was experienced
Relevant customer service / helpdesk experience
Full understanding of P2P and and Helpdesk processes
Experience in projects improvements process (Efficiencies
Fluent in written and spoken English , Spanish and Portuguese
Good Process Improvement Skills
Organizational and planning skills
Highly numerate with well developed analytical skills
Demonstrated ability to build high performing teams
Basic College (BA) or (BS) preferred

Service Desk Manager Resume Examples & Samples

Significant Information Technology Management level experience gained in a complex IT environment with a clear track record of successful delivery
Specific management experience of delivering a Service Desk function within an IT Service Management environment based upon ITIL principles and processes in a Higher Education institution or Public Services organisation
Proven ability to communicate at all levels, with both technical and non-technical audiences, and to simplify complex issues and concepts, both through presentations and through clear written documents
Able to broker relationships with stakeholders at all levels, demonstrating the sensitivities required to balance and resolve the tensions in working with a wide range of contacts (both internally and externally at senior level)
Proven ability to shape developments through active participation and leadership of teams and groups
Professional understanding of modern IT technology and its application in a University / IT services type environment including awareness of current and future trends
Equipped to take leadership of incident and problem management scenarios
Degree level education in technology and / or business management (or qualified by experience to run large scale technology centric operation)
Direct University IT experience and / or other public sector experience but ideally with some non public service sector exposure
Management qualification in ITIL, or similar
Review of Service and Operating Level Agreements proposed by Service Managers, Business Partners, or Supplier Manager
Ensuring that IT projects or programmes have well defined and agreed plans for transition into live service, specifying acceptance criteria for IT solutions to enter operational service

Service Desk Manager Resume Examples & Samples

Considerable ITIL programme experience including reporting on Service Level Management, Capacity Management and IT Service Continuity Management
Experience leading and managing a team of direct reports, in both local and offshore settings
Significant experience in incident management including managing and responding to SLAs; communicating to internal and external stakeholders, and following disaster recovery plans
Experience with desktop support and remote configuration
Tertiary qualification within the field of IT

Service Desk Manager ES Australia Resume Examples & Samples

ITIL and Service Delivery
Risk Management
Stakeholder and Vendor Management
Telephony support (mobile, PABX voice recording)
Tender and Pricing Management
Purchasing and Budgeting

Service Desk Manager Resume Examples & Samples

Ensure provision of high quality support from initial call response and triage through to resolution by the Service Desk team, working to agreed SLAs
Support includes desktop hardware and software, phones, mobile devices, remote access and other IT service requirements
Oversee Service Desk calls, ensuring that calls are appropriately logged, prioritised and categorised. Follow-calls through to resolution (via Service Desk or other resource, internal or external)
Identify evolving end user requirements and recommend changes in Service Desk support that may be necessary. Work with the Senior Director, Client Services to implement agreed changes
To liaise with users and other Company employees so as to help ensure that they are gaining the maximum benefit from the Company’s computer systems and network
Liaison with key suppliers; with the Senior Director, Client Services, co-ordinate Service Desk budgeted spend for end user hardware and software
Ensure that high priority and VIP calls are properly identified, assigned and dealt with promptly
Monitoring call resolution progress and where necessary following up with IT staff to whom calls have been assigned
Oversee and co-ordinate repairs to faulty equipment and swapping / provision of loan equipment while repairs are organised
Via the Service Desk team, arrange set-up and preparation of new equipment (building notebooks and desktops, installing devices etc.)
Communicating details of system problems and availability, and planned outages to end users and IT
Ensure compliance with Warner’s IT General Controls (ITGC) and Sarbanes Oxley (SOX) procedures, reviews and reporting, with special consideration to user on-boarding and departing. Undertake periodic audit reviews and support audit enquires
Ensure proper maintenance of the inventory of all deployed hardware and software, including licences and loan devices via the Service Desk team
Management of the Service Desk team members (to include performance reviews and personal development)
To undertake any additional tasks and projects as requested by the Senior Director, Client Services
Mac OS and iOS experience
Windows 7 Desktop
ITGC and SOX Compliance
MS Exchange 2010

Service Desk Manager Resume Examples & Samples

Strategize and work with various Dimension Data departments to optimize ticket call management such as (process teams, Service Management teams)
Report and analyze ticket quality control metrics
Drive the transformation of the service desk through the implementation of ITIL best practices
Responsible for ensuring compliance of Managed Service Desk performance related to adherence & compliancy of SMSO global processing
Maintains ownership of processing all managed service requests
Ensures that all Service Desk Agents are fully trained on all procedures to ensure a consistent client experience
Aligns with training team to ensure documentation and training guidelines are scalable, measurable, and can be consistently implemented with minimal resource requirements from the Service Desk
Conducts regular meetings with customers & global service centers
Partners with all internal resolver teams to ensure the highest quality of delivery service possible
Scheduling including vacation and holiday coverage
Monitors capacity and motivates for additional resources as necessary
Conducts annual performance reviews
Establishes career development paths and succession plans
Maintains regular staff communications via formal individual meetings and formal team meetings
Excellent business savvy, interpersonal, communication and organization skills
Ability to establish and follow procedures, multi-task and prioritize tasks
Ability to converse verbally and in writing with customers and employees
Demonstrated history of attributes consistent with culture: can-do attitude, customer-focused, flexible, initiative, quality-conscious, responsive, teamwork and contributing to other’s success

Service Desk Manager Resume Examples & Samples

Identify areas for improvement and make constructive suggestions for change
Continually seek opportunities to increase customer satisfaction and deepen customer relationships
Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions
Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc
Develop in-depth knowledge of the service catalog and how it relates to customer's needs
Involvement in the design and building of new services
Conduct performance evaluations and mentor those with less experience
Develop training programs to develop and refine the skills of the service desk team
Facilitate regular service desk team meetings and service board reviews
Document internal processes and procedures related to duties and responsibilities
Responsible for entering time and expenses in ConnectWise as they occur
Review and approve the service desk team's time and expense sheets in ConnectWise
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Professional IT Certifications, such as: A+, Network+, Microsoft MCP, MCSA, or MCSE, basic knowledge of routing and switching
Knowledge and experience in cross-functional management methods and techniques
Knowledge of industry applications, processes, software, and equipment
Strong organizational, presentation, and customer service skills
Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
Skill in planning and preparing written communications
Skill in leading people and getting results with a strong customer orientation
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Service awareness of all organization's key services for which support is being provided

Information Management Service Desk Manager Resume Examples & Samples

4 plus years' service desk management experience
Conduct Service Desk Management
Conduct customer interaction and follow-up
Maintain status of all SRs
Coordinate with IM section managers on SRs
Maintain IMSD performance metrics
Conduct CWS content management
Conduct Collaborative Workspace (CWS) development
Maintain IMSD CWS pages
Maintain IMSD SR database
MS Office, jQuery, JavaScript, Cascading Style Sheets (CSS), Hypertext Markup Language (HTLM)
Information Technology Infrastructure Library (ITIL) V3 and ITIL Service Desk certification

Information Management Service Desk Manager Resume Examples & Samples

Conduct IT service management for the MEF’s 40,000 IM/C2 consumers, content managers, and includes managing SRs for the department’s section tasks
Service desk management experience to include. Conduct Service Desk Management
Conduct content management
Conduct Collaborative Workspace (CWS) development.1
Proficient with MS Office, jQuery, JavaScript, Cascading Style Sheets (CSS), Hypertext Markup Language (HTLM)
Advanced knowledge of the principles, methods, and techniques used in computer troubleshooting and support
May require professional certification in one or more specific technologies, depending on job assignment
This position is deployable

Service Desk Manager TS / SCI Required Resume Examples & Samples

Excellent communication skills and ability to interface directly with customers and Sr. Leaders
Is knowledgeable and technically proficient in the entire range of business applications, hardware, operating systems, and networking
Can effectively provide direction and guidance to less experienced staff and increase their proficiency
Ability to interpret user comments, identify problems and provide timely resolution, on complex technical issues
Detail oriented and organized; able to understand information systems and ensure accuracy of work
Reviews the work of others and is able to detect errors or needed modifications
Ability to identify and resolve problems, service inadequacies and process gaps
Has technical knowledge and experience executing all phases of information systems operations
Ability to create, manage and update weekly work schedules
Ability to create, manage and update an employee training plan
DoD 8570 Certification required (IAT Level II or higher)
BA/BS or 10+ years of experience required
ITIL v3 certification required (within six months)
8-10 years of related information systems experience, including supervisory experience

Service Desk Manager Resume Examples & Samples

Manage the Service Desk team’s daily activities and performance
Ensure consistency of overall team performance specific to quality of technical and customer service support in conjunction with Service Level attainment, by maintaining and enforcing standards/procedures for resolving technical issues
Consistently manage client expectations, ensure delivery of the highest quality service, and solicit and act on client feedback
Constructively and effectively communicate with all groups to guarantee customer expectations are met
Mentor / Coach direct reports (Team Leads)
Facilitate regular Service Desk team meetings / team communications
Finance & Reporting
Improve usage of IT support resources and increase productivity of the team
Responsible for creating, reviewing and acting upon staff performance metrics
Review and approve Service Desk member’s timesheets
Ensure accuracy of internal or client-facing reports (metrics, KPIs, SLA attainment)
Experience in ITIL and ITSM methodology
Competencies in MS Office, other ticketing tools and common communications tools

Service Desk Manager Resume Examples & Samples

Supervise and manage day to day operations of front line (Tier 1 and Tier 1.5) resources assigned to the Service Desk, ensuring incidents and service requests are worked efficiently within the agreed SLAs
Manage and monitor five (5) service desk leads, identifying workforce issues and designing and implementing corrective actions
Manage, train and develop service desk analysts ensuring high level of motivation and engagement
Develop and maintain staffing schedules to ensure 24x7 coverage of Tier 1 and Tier 1.5 personnel
Conduct regular performance and 1-2-1 review meetings and address performance issues
Design, test and deploy Remedy Self Service and BOMGAR remote support tools
Minimum of 6 years working on an Service Desk, at least 3 of which was in the role of Team Lead
Strong understanding of Service Desk systems and processes with experience using BMC Remedy

Service Desk Manager Resume Examples & Samples

Assist global user base with BAU application function and usage issues
Bulk data entry service and support
Metrics creation and reporting
Data Verification and Follow-up
Application release testing support
Analysis of connectivity requests and corresponding entry into application
Support internal and external audits of the various processes and procedures in use
Bachelor’s Degree is a must
5+ years working in an Information Technology related field a must
Working experience with ITIL (Information Technology Infrastructure) and ITSM (Information Technology Service Management) a plus
Analytical mindset with an emphasis on ability to see, and act on, the big picture
Ability to create and maintain favorable relationships with stakeholders
Demonstrated ability to build a new team is a plus
Intermediate understanding of network infrastructure specifically knowledge of Firewall, Proxy, ACL, and AppSense technologies is a plus
Ability to plan, implement, and monitor operational efficiency metrics
Flexibility to adapt to changing demands and priorities
Problem Solving - able to assess situations and make decisions in a systematic and decisive manner

Global Service Desk Manager Resume Examples & Samples

Manage team of service desk analysts, team leads and supervisors providing first and second line support for a global healthcare organization
Oversee daily operation of service desk activities in conjunction with shift supervisors
Recruit and hire service desk staff
Formalize training program for service desk staff
Promote professional development of service desk staff through performance reviews and coaching opportunities
Develop strategy to manage changing Alere business needs and developing IT organization
Align service desk structure, policies and service offerings according to ITIL best practice
Expand knowledge base of processes, procedures and support documentation used by service desk staff and end users
Establish incident models to create a consistent roadmap to resolution for commonly recurring issues
Ownership of Incident Management and request fulfilment processes as handled by the Service Desk
Manage escalation of high priority incidents and requests
Owner of Major Incident Management Process. Utilizing in-team Major Incident Managers to coordinate M.I. bridge calls, bringing together needed IT support groups to respond to and resolve major incidents
Communicate all business impacting events using IT Service Alerts
Work with service delivery and other IT support groups in the development of service and operational level agreements
Manage service level compliance through review and analysis of actual service performance against published SLAs
Measure service levels and quality standards for all tickets/emails/calls handled at the service desk through KPI reporting
Identify opportunities for service improvement on a continual basis
Lead integrations of new and non-supported business units into service desk
Proactive and self-motivated approach, able to work independently and able to solve problems in a fast-paced environment
Works independently / part of a team to produce solutions in support of customer service level agreements
Addresses immediate service needs of all end users regardless of Business Unit affiliation
Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
Self-motivated and team oriented approach, able to work well with direction and independently
Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, management and internal / external audit teams
Understands and is aware of the quality consequences which may occur from the improper performance of their specific job. Has awareness of device defects that may occur in their area of responsibility, including product design, verification and validation, manufacturing and testing activities
Bachelor’s Degree in a relevant discipline or equivalent combination of education and experience
ITIL V3 Certification at the Intermediate Level (Service Lifecycle)
Previous experience of managing a Global Service Desk in an organization with a similar service portfolio
Excellent knowledge and understanding of ITIL processes and practical experience of having applied this successfully
Good understanding of industry standards in relation to service desk management
Strong technology awareness in line with technologies in use within the IT services portfolio
Previous experience of dealing with external Audit companies
Experience of improving efficiency and processes within a support environment
Sarbanes Oxley (SOX) compliance knowledge
Computer Systems Validation (CSV) awareness
A working knowledge of ServiceNow (ITSM)

Service Desk Manager Resume Examples & Samples

University graduate with a technical focus
2+ years previous Technical Support Center Management experience required with an emphasis on business to business interactions
Strong track record of managing a high performing team in an Enterprise environment
Experience in leading support teams for software applications with an emphasis on server based applications
Passion for performance management and execution against operational targets (KPI’s)
Enterprise Software / SaaS industry experience
Experience working in a team environment and managing a diverse workload
Flexible, with ability to change priorities quickly, and capacity to handle multiple tasks

IT Service Desk Manager Resume Examples & Samples

Manage the daily departmental operations as well as achievement of quality service level standards to ensure exceptional customer service
Plan work schedules for global help desk operations and assign staff to accomplish daily work by providing for variations in workload
Hire, develop, coach, support and mentor staff members in order to maximize employee performance
Effectively set and monitor departmental goals, ensuring that both service level and budgetary targets are achieved
Seek out departmental process improvements, as well as encourage and reward employee ownership in the development and integration of new processes
Lead help desk initiatives or projects
Foster and facilitate inter-departmental communications and share best practices and process improvements
Monitor staffing levels to ensure new services and products are being planned and rolled out to Help Desk staff properly
Develop service improvement process reports and action plans when service levels are missed
Build and enhance positive working relationships with peer groups, including but not limited to, Workstation Production Support, Network Engineering, Server Support, Information Security, Call Center Operations, and various product development groups
Research undocumented services and products and establish appropriate procedures
Implement emergency procedures and direct work when emergency situations arise
RECRUITER MUST EDIT BASED ON LOCATION: Bachelors/Degree or equivalent experience; Typically requires a minimum of 5-7 years experience in customer service or help desk role in the financial or information services industry with minimum of 3 years management experience preferred. (AP, Canada, LAC, US) OR Professionally qualified or equivalent with professional experience, experience managing small team or equivalent combination of education and experience. (CEMEA)
Proven record of establishing and implementing objectives and tactical plans from overall direction and strategy
Effective professional level verbal and written communication skills
Demonstrated strong leadership capabilities and interpersonal skills
Advanced level of technical understanding in order to properly lead the Help Desk team in their efforts to resolve technical troubles
Solid project management skills

IT Service Desk Manager Resume Examples & Samples

Manages the overall Service Desk performance for the region of responsibility as well as the performance of individual Team Leads and Analysts
Drives the overall people management process including training, certifications, employee engagement, rewards and recognition and performance improvement planning
Responsible for the customer satisfaction of the region under their responsibility
Maintains proper staffing and ensures that service level targets are met
Works closely with the recruitment team to manage the hiring process to ensure that the Service Desk is appropriately staffed at any given time
Builds relationships with resolver groups and ensures smooth working relationship between Service Desk and other resolver groups
Works with Training, Process and Tools Lead as well as with IT Service Desk Senior Manager / Director for operational, technology and tools changes that will impact the end user experience as well as the delivery of Service Desk services to the end users
Own the regular weekly and monthly performance review meetings
Continuously proposes innovative ideas and find better ways that Service Desk delivers its services to improve customer experience
Implement policies, standards, practices and security measures to ensure timely and secure support, protecting our customers and our services for 100% availability
Strong people management and performance management skills
Strong interpersonal skills, verbal and written business communication skills
Team building and mentoring skills
Strong IT operations management experience and able to handle critical situations
Demonstrated experience in rolling out Service Desk best practices

Service Desk Manager Resume Examples & Samples

Bachelor’s Degree in a related field. Applicable experience above the minimum required can be used in place of a degree
Minimum nine years of Information Technology Management experience
Minimum six years of management experience. Preferred leading Help Desk or Service Desk environment
Prior experience running a 24*7 operational function, preferably an L1 function such as Service Desk or Operations
Prior experience with vendor management
Ability to multi-task, work independently and prioritize departmental workload based on direction from senior management and/or customer
Proven Customer Service skills including the ability to focus on building customer relationships and responding to customer needs
Strong coaching and feedback skills
Ability to instill sense of urgency and be able to motivate the same sense of urgency in those under his/her leadership

IT Service Desk Manager Resume Examples & Samples

Supervise and manage the job performance of SD staff, including exercising discretion in evaluating job performance and determining appropriate corrective action, analyze work flow, establish priorities and delegate tasks in order to meet deadlines
Develop, communicate, and enforce company IT policies, standards and procedures to SD team to ensure alignment with company goals
Provide technical guidance and support for SD staff to ensure effective and efficient incident response and IT services delivery
Perform the role of Incident Manager to ensure incidents and service requests are handled according to Service Level Agreements including timeliness and effectiveness. Identify and implement incident process improvements to support continuous service improvement
Build an engaged, self-supporting SD team within the IT Operations group to ensure department productivity and efficiency
Maintain and publish the IT Service Catalog including identification of operational IT Services
Provide effective communication of the operational status of IT Services including outages and degraded performance. Interface with IT personnel to ensure effective communication of business impact of IT service issues
Identify recurring incident types and interface with Problem Management processes to improve service levels and efficiency through root cause identification and resolution
Act as the Customer Advocate with IT Support to ensure customer needs are communicated and addressed. Interface with Change Management to ensure end users are properly represented regarding planned changes
Develop and maintain IT documentation to enable consistent standards and operating procedures
7+ years relevant experience in network and PC support for a multi-site business environment
2+ years supervisory experience
Knowledge of cost accounting, budgeting, and forecasting
Excellent customer service, advocacy and interpersonal skills
Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. This job is a fully qualified, career-oriented, journey-level position
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Internal and external contacts often pertain to company plans and objectives
Determines methods and procedures on new assignments, and may provide guidance to others
Working knowledge of latest MS workstation OS and remote support tools
Ability to manage, direct, and provide guidance and leadership to personnel in remote locations
Capacity to solve problems and make decisions in a clear and decisive manner
Excellent written and oral communication skills, with the skill to convey ideas to both business and technical team members
Working knowledge of the Microsoft Office Suite
Ability to convey technical concepts and ideas to non-technical personnel
Ability to abide by Granite’s Code of Conduct on a daily basis
Commitment to conduct Business unit IT operations in a manner consistent with Corporate IT policies, procedures and standards
Practical knowledge of standard business practices
Ability to work with minimum daily supervision
Ability to work both collaboratively as a team player and independently as required
Demonstrate a high degree of patience with an ability to work with all levels of management and staff
Ability to learn new technologies and systems quickly
Demonstrate strong time management skills and consistent follow through
Ability to prioritize workload, especially under pressure
Travel to plants, satellite offices and job sites may be frequent with some extended daily and weekend hours required

Senior Service Desk Manager Resume Examples & Samples

Bachelor’s Degree in related technical discipline with 7-9 years of experience, or additional experience in lieu of degree
Working knowledge of Microsoft Windows system administration tasks including: Windows Server 2008/2012, Active Directory, iOS or Android platforms, iPhones, iPads, BlackBerry Enterprise Server, BlackBerry 10, BlackBerry 12, RSA, Citrix, and SCOM monitoring tool
Working knowledge of IT service delivery best practices in incident and service request resolution and management
Experience with Citrix XenMobile or other mobile device management (MDM) solutions
ITIL ® Foundation certification

Service Desk Manager Resume Examples & Samples

Proven work experience as a Help/Service Desk Manager
Experience managing a team of 40+ staff
Ability to work efficiently in a fast paced, dynamic environment
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with problem-solving skills
Experience with Automated Call Distribution (ACD) Systems
Proficiency in Remedy v7 and higher
Microsoft A+ or higher certification
ITIL v3 certification
Ability to obtain Secret Clearance
Requires a bachelor’s degree or equivalent, and twelve to fifteen years of related experience, including seven to nine years of supervisory/management experience

Service Desk Manager Resume Examples & Samples

Previous call center experience required
2-4 years of previous management or team lead experience in a call center environment strongly preferred
Ability to prepare and present concise presentations, leveraging appropriate balance of text graphics and data to convey meaningful messages
Ability to formulate concise and clear discussions with subordinates peers and superiors including senior leadership
Ability to earn respect and provide direction to subordinates
Ability to leverage formal and informal means to drive departmental initiatives
Ability to lead and motivate team to plan and execute projects to implement departmental initiatives
Ability to provide effective communication and status to manage sponsor expectations and deliverables to predefined target dates
Ability to project resource needs and plan appropriately to meet project and operational goals
Familiar with ITIL principles – Fundamental understanding of the IT Infrastructure library principles Intermediate certification a plus
Product knowledge and In-depth knowledge of the principles theories practices and techniques for managing the activities related to CSG products services and people
Ability to use a personal computer. Proficiency with other Microsoft Office applications
Ability to read, write, speak and understand the English language in a business environment

Service Desk Manager Resume Examples & Samples

Manage the Service Desk for the region ensuring the team follow consistent global standards and processes, along with taking overall responsibility for the delivery of the Incident Management and Request Fulfilment delivery processes within the region
Undertake continual service improvement activities to ensure that the services provided by the regional Service Desk remain fit for purpose and in line with industry best practice
Owns and is the “Controlling Mind” behind all activities that are needed to restore the service during the life of a Priority 1 or 2 incident (Major Incident Management activity) and will be the Single Point of Contact for communicating to all stakeholders during the life of the incident
Lead and manage the regional team, acting both as an operational escalation point as well as developing JM talent
Own commitment of service levels to customer expectations and monitor operational KPIs for the region
This role will be required to participate in the Major Incident Management process which may mean out of hours participation in incident resolution and service restoration
You will have team leadership experience and demonstrable experience of managing a regional Service Desk in the context of a multi-site delivery environment
You will have experience of continually improving service levels and standards in a diverse complex environment, and experience of working and successfully communication with a wide range of stakeholder
You will also possess strong MS Office skills, particularly in MS Excel and MS PowerPoint
Additionally ITIL V3 Foundation certification along with experience of working with best in class IT Service Management / Desk toolsets would be highly desirable

Service Desk Manager Resume Examples & Samples

Establish and implement a fully functional multi-tiered Service Desk
Operate the Service Desk during core business hours
Ability to work on a flexible schedule on call for multiple shifts
Provide and implement a contract furnished equipment (CFE) call management system with voice and input menu options to direct calls
Provide performance reporting capabilities from the call management system
Configure and automate Remedy or ServiceNow ticketing system to handle multiple, various processes
Develop and implement an escalation and notification process for incidents handled thru the Service Desk
Provide documentation and training to internal personnel for any changes and/or additions to ticketing system and the call-ticketing system
Provide recommendations on improving and/or expanding the current ticketing and call-tracking systems to meet evolving business needs
Provide weekly database status and performance reporting in order to assist the Program Manager

Service Desk Manager Resume Examples & Samples

Create an environment of positive associate engagement by .actively promoting Sears Mission, Vision and Values, conducting regular communication meetings and having active recognition and associate development plans in place
Build a successful team by conducting regular reviews with CSD associates, recognizing performance and coaching to develop selling skills that will help to drive personal and team results
Ensure teams deliver the customer promise with every customer interaction and by maintaining CSD standards
Drive results of the Customer Loyalty Index (CLI), in particular with the check out process, and coach associates to provide accurate, efficient and superior service with every customer interaction
Provide leadership to the teams through clear communication of goals, providing on-going coaching/training, and conducting timely, meaningful performance reviews
Staff to potential,participate in the recruitment and selection of new associates for designated areas and facilitate training as required
Drive flawless execution of corporate initiatives to ensure resources are used effectively in all
Operational processes
Direct team to achieve set goals at the CSD and Catalogue areas, including credit acquisition plans and all corporately approved programs (eg. Charity fundraising, email acquisitions, customer survey)
Lead the day-to-day activities at the CSDs and the Catalogue desk to ensure all required tasks are completed effectively, accurately and efficiently. Provide regular support to associates through education and ongoing coaching for performance. Build and maintain performance-based schedules to recognize associates that deliver the desired results, in alignment with pre-determined shifts
Identify opportunities for process efficiencies and make recommendations to improve effectiveness in the assigned areas
Ensure all associates work in compliance with all laws and regulations and attend and complete all required health and safety training, report all accidents and take every precaution reasonable to ensure personal safety and the safety of others and perform other duties as required. Perform other duties as required
At least 6 months of experience working as a Sales Team Leader/ Support Leader
At least 6 months of experience working in a marketing or merchandising environment
Apprenticeship Program or Specialized Training in Business Administration or Marketing
Knowledge of related purchasing and inventory systems (eg. SPOC, RIM, NROS, etc.)

Service Desk Manager Resume Examples & Samples

Network architecture and design
Principles and practices of management and supervision
Systems analysis and data processing policies, practices and procedures
LAN/WAN Cisco Technologies at all layers
Microsoft Active Directory, Microsoft Server 2003/2008
SharePoint
Blade server/ EVA systems
SANS
Data backup and recovery (Backup Exec 2010/PHD)
Sophos endpoint security (encryption)
Web proxy technologies
A+ Education systems
Building and maintaining interpersonal relationships
Project and time management
Analyzing and resolving computer systems problems
Research techniques
Work in a prison environment
Take a customer – centric approach when managing difficult or emotional customer situations
Adapt quickly to changing priorities
Lead a team under tight budgetary and time constraints
Learn and adhere to agency policies and procedures
Understand complex interrelated machine and software functions
Set goals and objectives

IT Service Desk Manager Resume Examples & Samples

Responsible for building, managing, and reporting on metrics regarding day-to-day operations
High attention to detail to ensure data accuracy and appropriate representation of information
Ability to identify trends in large data sets and present IS initiatives to drive down volume of requests and break-fix incidents
Understand the ITSM framework and identify gaps in processes and sub processes while offering solutions to fill them
Provide superior communications to management, business partners and other stakeholders regarding IS performance
Good communications skills are required to effectively work with all end users, IT staff as well as supervise and motivate the team
Cost Optimization: Continuously identify cost reduction for service delivery through leveraging tools, automation and best practices
Works closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations. Measures, manages and continuously improves all aspects of service delivery, including user experience, process effectiveness and efficiency, and assists in communicating expectations and relevant information
Responsible for the management of policies and procedures related to Service Operation including Incidents, Events, Problem and Change management. The Service Manager is also responsible for planning, designing, and analyzing the organization's service desk according to best practices, while ensuring high levels of customer service quality and availability
Analyze performance trends, forecast requirements and implement corrective action as needed that affect the Service Desk and other services
This individual will develop, implement, and oversee practices, procedures and guidelines to ensure consistent service levels and quick resolutions
The Service Manager is also responsible for resource capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Manager will also assist to escalated problem resolution by giving in-person, hands-on support to end users when necessary
Ability to work in a demanding and deadline-driven environment
Be willing to travel if needed
Minimum of 10 years of diversified information technology experience
Minimum of 3 years in a leadership or management role
Minimum of 2 certifications preferred, i.e. MCSA, Network+, Security+, ITIL or A+
Previous experience as a team member on an IT project is preferred
Minimum of 3 years of applying and managing IT Service Management processes. ITIL or equivalent IT Service Management certification preferred
Minimum of 2 years of working with Service Management tools and systems, including service catalogs, knowledgebase management and reporting tools. Experience with Service Now preferred

Service Desk Manager Resume Examples & Samples

Lead and manage a team in the delivery of high quality services that meet and exceed our contracted commitments e.g. timelines, SLAs, quality etc
Implement the appropriate operational and governance processes to underpin effective delivery of Service Desk
Work closely and effectively with internal Dell Delivery Units (in region, offshore etc.) and the Dell Account teams to achieve a high level of Customer Satisfaction
Take direct responsibility for the delivery of specific projects where required
Act as a Point of Escalation for issues and risks arising
Achieve and exceed the internal Dell operational and ‘as sold’ financial targets for the portfolio of contracts
Manage 3rd Party Suppliers effectively where engaged in service delivery
5+years Services Desk experience or equivalent combination of education and work experience including strong people management skills and business acumen
Exposure of managerial/leadership experience
Experienced organizing and planning skills to effectively manage a team and to lead cross-functional teams
Ability to communicate clearly at all organizational levels
Willing to travel when required throughout EMEA
Degree qualification and ITIL V3 Certified
Demonstrated track record of delivering high quality services to customers
Ability to multi-task in a dynamic environment
Experienced analytical, problem solving, negotiation and organizational skills

IT Service Desk Manager Resume Examples & Samples

Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management
Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement
Advance the use of a knowledge repository to share information among all levels of IT service and support
Prepare cost analysis, budget plans and proposals as needed
Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime
Perform trend analysis, and develop action plans for improving service timeliness and reducing costs. Develop and monitor Service Desk success criteria including responsiveness and customer satisfaction
Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services
Develop a strategy for leveraging social networking to capture support activities, increase business communication and help support end users
Monitors the service desk report tracking system and monitor outstanding or critical issues
Serve as escalation point for issues beyond project team authority; resolve conflicts involving scheduling, resources, or technical issues
Manage the service desk 24/7 throughout the year and must be available for off-hour support when necessary
The service desk manager must have experience in troubleshooting conventional software and hardware platforms
The service desk manager must have sound communications skills and experience working alongside other IT and business management professionals
The service desk manager must have the ability to foster relationships with end users and must become the champion of end-user satisfaction
Knowledge of computer hardware and software (i.e. DOS, Windows, software utilities, communications software, internal POS systems, Basic programming, PC peripherals)
At least five years managing a Call Center or Help Desk function in an environment similar in size and complexity to our organization (required)

Service Desk Manager Resume Examples & Samples

Manage a team of Technical Support professionals
Practice Total Contact Ownership
Successfully manage through a matrix organization to provide superior customer service
Must be able to assist as needed with customer inquiries/issues via a warm telephone transfer from the Service Desk
Develop a performance measurements framework and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills
Participate in the development of service level agreements and the ongoing management of service level compliance
Create and maintain a training program for increased business, customer service and technical knowledge
Lead and participate in projects
Develop and demonstrate an understanding of customer and business needs
Resolve escalated customer and vendor issues
Resolve daily issues of a complex scope that impact the business and overall business objectives
Manage IS Support resources for maximum team performance
Develop and update plans for the support team to handle new product/service releases
Assist in the professional and technical development of team members enabling them to set technical goals, monitor, mentor, coach, and assist team members to deliver quality support
Assist the Director of Technical Support with the preparation and administration of departmental budget and business plans and metrics
Oversee the Incident, Problem and Knowledge management processes

IT Service Desk Manager Resume Examples & Samples

Bachelor’s Degree from an accredited university
Minimum of 8 years’ experience working in a Service Desk/Help/Customer Service desk environment
Minimum of 3 years’ leading/management of a Service Desk/Help/Customer Service environment
Bachelor’s degree in Computer Science, Business, Math or related field from an accredited institution
MBA degree in Computer Science, Business, Math or related field from an accredited institution
Minimum of 3 years’ leading/management in a Service Desk Function in a manufacturing environment
Working knowledge of customer service principles and practices
Project Management experience, PMP preferred
Strong background in customer service orientation, execution and delivery
Exceptional communication skills including written, verbal, and listening skills
Operations experience with a companywide vendor function with a focus on delivering improved results

Service Desk Manager Resume Examples & Samples

Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within our clients. Determine root cause of issues and communicate appropriately to stakeholders
Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed)
Oversee Knowledge-base and ensure quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
Manage and Execute process for communicating outage/emergency activities to the organization
Incident Mgt Experience

I.T Service Desk Manager Resume Examples & Samples

Providing timely and efficient desk-side support to a global user base of 500- 550 users, facilitated by a ticketing tool and automated workflow
Manage the overall desk activities of the service desk team members and act as a further escalation point for the team
Manage all end user on-boarding, departures and status changes
Report to senior managers on any issue that could significantly impact the business
Attend Change Advisory Board meetings
Take overall responsibility for incident management and request fulfillment on the Service Desk. This could also be expanded to any other activity taken on by the Service Desk – e.g. monitoring certain classes of event
Working closely with local and international team and colleagues to ensure excellence in customer service
Acting as on-site subject matter expert for all IT related questions, concerns and issues
Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc
I.T. Asset management accountability and responsibility
Purchasing, and Asset Management of all branch office infrastructure
Engaging external partners or vendors to remediate client support needs
Sharing knowledge and providing training to end users as needed
Staying up to date on current and past incidents to maintain the highest levels of customer service
Working to improve infrastructure processes
Writing technical materials and Policy documents as needed
The ability to research and apply knowledge effectively
Post-secondary diploma or degree in Computer Science or similar field; Bachelor’s degree in Computer Science or Information Technology is preferred
MCSE or other certifications considered a definite asset
Minimum 5 years’ experience in IT Service Desk Management supporting a customer base with a wide variety of technical competencies and needs
Self-motivated to produce solutions under tight deadlines
Fluent communication in written and spoken English is a must
Actively research the changing demands of technology, and embrace learning and expanding your knowledge
Proven ability to understand and adhere to operating procedures and practices
Demonstrated ability to work effectively with a team or independently
Build and nurture strong relationships with local and remote team members, including a remote reporting relationship
Providing accurate information regarding the timeliness of completion of tasks
Lead projects as necessary

Service Desk Manager Resume Examples & Samples

Responsible for assuring users are provided efficient and timely first, second, and third level support on a 7x24 basis
Performs staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required
Manages the Service Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
Maintains a central source of information enabling Service Desk staff and support technicians to recover outages with minimal disruption to expected service levels
Invokes problem escalation procedures to coordinate recovery
Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
Ensures that decisions made to improve the overall customer support of the Service Desk are continually carried through
Coordinates training requirements of Service Desk personnel
Contributes to departmental productivity and development objectives by participating in training programs
Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
Solves problems and makes decisions on a daily basis relative to Service Desk responsibilities. Ensures that effective Service Desk representation takes place for the coordination of work processes and projects with other departments and divisions
Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the IT department
Resolve problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
Maintains competency and enhances professional growth and development through continuing education and conferences
Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support
Meets with technology technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the MCS technology planning effort
Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Information Officer for Information Technology
Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
Remains on-call during off-peak hours to respond to support service issues
Perform other duties and responsibilities as assigned by the Director of IT and/or Chief Information Officer
This position has no supervisory responsibilities
Bachelor's degree (B. S.) from four-year college or university; three to five years related experience and/or training; or equivalent combination of education and experience desired
High level of integrity with strong work ethic
PC hardware troubleshooting and repair skills required
Certifications in Windows system management is a plus
Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
Good organization and project management skills with attention to details
Ability to document solutions and train other staff
Understanding of IP networking and SAN/NAS concepts
One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired
ITIL certification desired

Service Desk Manager Resume Examples & Samples

Experience of managing teams
ITIL Service Management exposure
Experience and understanding of the Service Lifecycle
Thorough understanding of SLA’s
Proven use of KPI’s and metrics
Experience of process driven environment
Proven track record in customer services environment
Ability to chair , facilitate and lead meetings

IT Service Desk Manager Resume Examples & Samples

At least 2 years experience in a Team Lead position on an IT or Customer Service Desk
Working knowledge of ITSM tools e.g. Service Now
Proven track record of successfully managing 3rd party suppliers (onshore and offshore)
Strong experience of working to ITIL processes specifically incident management
Working knowledge of service management tools

Service Desk Manager Resume Examples & Samples

Excellent leadership qualities
Demonstrated history of successfully leading a team
Excellent skills in developing processes and procedures
College diploma or university degree in the field of computer science, information sciences, or related field and 7 years supervisory experience / or 10 years equivalent work experience
Exceptional skills preparing MS Excel, MS PowerPoint and MS Visio documents
Demonstrated experience providing superior customer service
Prior experience managing a Service Desk, Help Desk, NOC or Call Center required
High energy and enthusiasm along with a high attention to detail
Must be a self-starter, highly motivated and possess a strong work ethic
Flexible and able to function in a “hands-on" environment
Positive and professional image
Fluid English skills in speech and excellent writing capabilities

Service Desk Manager Resume Examples & Samples

Experience in establishing and growing a call center
The selected candidate will have extensive knowledge of the ITIL framework and significant experience in leading organizations in the formation and management of a comprehensive services organization
Extensive background in establishing a quality Change Management function
Experience in negotiating and reporting on SLAs and key metrics
Prefer experience working with a Managed Service partner in the overall support model
Desire to work with the business areas to understand their service requirements
Bachelors degree with 5 years related experience in IT Business Office and IT Financial Management. Accounting, finance and contract management background and experience strongly preferred

Service Desk Manager Resume Examples & Samples

Manage the performance of services to internal end-users and external customers
Work closely with the IT teams as well as business teams to address systems and security issues, and discuss improvement opportunities
Build services relationship with end-users and review performance reports, service improvements, service quality and processes
Work with business lines to establish SLAs and other targets for support of systems
Track the incidents to conclusion in line with SLAs, KPIs and high quality standards
Manage critical user incidents, associated to customer communication, activities and any appropriate escalations
Manage a team of Service Desk team analysts, incident managers and other support staff
Work to be recognized as a leader of world-class Service desk technical support services
Perform any additional duties as assigned by management including managing projects affecting business
Ensure maximum productivity and end-user service
Manage work order queue to exceed compliance and customer satisfaction
Communicate and help resolve customer complaints and adjustments
Monitor, manage, and lead to achieve customer SLAs
Use metrics constructively as a tool for service improvement and develop metrics to suit business needs and drive improved behaviours and performance
Monitor, manage, and lead to use metrics to develop staff
Coordinate updates on processes and ensure the KB is updated
Ensure all phases of incident and problem management are communicated to the customer within a timely manner
Research, resolve, and respond to incoming complex customer requests that Team Leaders or Service Desk team need assistance with
Apply interpersonal skills for anticipating and diffusing negative client situations
Conduct customer and staff training sessions
Bachelor's degree and/or11-13years of experience in an IT support and service function
Candidates must have some experience as a Service Desk Manager
ITILV3 Foundation certification is MUST
Knowledge of a variety of the Service Desk concepts, practices and procedures
Exceptional communication, articulation, negotiation and interpersonal skills which would help in relationship building
Strong commitment to external and internal customer service and passion to help business
Excellent problem-solving skills and analytical skills
Highly proficient in Microsoft Office Word, Excel, PowerPoint, Outlook, PC configuration and hardware and Service Desk applications software
Ability to work in high pressure environment and round the clock
Keen interest in learning technology
Ability to adopt to changes and help drive the change

Service Desk Manager Resume Examples & Samples

Leadership of a team of analysts and team leaders, ensuring attainment of service levels
Responsible for staff scheduling to ensure 24/7 coverage
Monitoring of incident and problem management database, ensuring the team are empowered and skilled to provide timely resolution of events and downstream issues
Develop problem trends, ensuring troubleshooting is completed for recurrent problems until a permanent solution is found
Invokes incident and problem escalation procedures to co-ordinate recovery
Creation and development of regular statistics and status reports to provide reporting against KPI and service levels
Partner with internal and external clients to review and develop service levels
Development of knowledge base to enable team to recover outages with minimal disruption
Review and development of service and activities

Group IT Service Desk Manager Resume Examples & Samples

Manage the Local End User IT / Global Applications Service Desk team based at GKN’s Redditch location and provide day to day management of the Service Desk function to ensure incidents and service requests are dealt with in a timely manner
Provide effective management and efficient administration of the IT environment for all stakeholders (including ITCC, key activity tracker and operational procedures)
Manage key IT suppliers that support the GKN Redditch and Pall Mall locations (support/billing), to ensure efficient support and value for money is provided and escalate issues to Group IT Manager (Services & Applications) as appropriate
Ensure that critical business periods (e.g. month end, half year, annual results) are supported in line with business requirements
Lead and develop the Service Desk team to ensure
Work actively with HQ Infrastructure team and all other GKN IT teams to ensure local and global delivery of services and applications
Responsible for monitoring expenditure on 3rd party support elements of the I.T. budget and required to provide input into I.T. budget preparation
Responsible for ensuring that all I.T. assets (hardware/software & documentation) are accounted for
Assist in the scoping and project management for both new and for the improvement of existing applications and services
BA/BS degree in a technical field
At least 5 years of experience End User customer support at all Service Desk levels
Customer service: strong interpersonal skills; demonstrates a friendly and patient attitude
Extensive experience across a broad range of end user computing solutions (Win7, Win10, pc imaging, encryption, end point AV, Office, Active Directory, Email, payroll, sage accounting etc.)
Professionalism: can work with colleagues at all levels of the organisation
Communication: excellent command of spoken and written English
MS Office: proficient in Excel, PowerPoint, Word, and other tools
Application and business systems management
Issue resolution experience at all business levels
Able to articulate complex messages to management and clients to keep them updated on progress
Excellent organisational, analytical and problem solving skills
Understanding of complex information and requirements
Ability to explain complex systems in simple terms
Demonstrable people management experience and specifically in coaching team members in new technical skills or problem solving techniques
Technical certification (Microsoft, PMP, ITIL, etc.)
IT Controls checklist or governance experience
IT Security experience e.g., peer reviews or IT audit

WRS Service Desk Manager Resume Examples & Samples

Office 365 Exchange administration
Active Directory administration
Incident management solution such as ServiceNow
Standard network and server environment experience with TCP/IP protocol, DNS, DHCP, and WINS
Mobile device management tool such as AirWatch
Business applications with experience report writing, creating user documentation and/ or specifications, etc
Experience working with software imaging and deployment tools such as SCCM and Casper
Antivirus software management such as McAfee
Ability to deploy hardware (both PC and Mac) timely, perform repairs, and/or contacting vendors for RMA/warranty repairs, as needed
Asset management; manage inventory, procure equipment, manage shipping and receiving of hardware
Business application support such as Workday

Service Desk Manager Resume Examples & Samples

Ensure that the service desk meets the contractual KPIs and in case of breaching these KPI’s put improvement plans in place to rectify the performance
Development and coordination of Continuous Improvement initiatives to ensure better service to BT customers and to develop a Service Desk environment that is an inspiring place to work with motivated and energised people
Inspire the team to deliver better service to BT customers and meet Service Assurance Global and Local KPIs
To manage the implementation of the Service Strategy and the development of the service relationship across the team, providing Line Management support and advice for the Operational Service Teams, Account Teams and customers for all service related issues as appropriate
To monitor customer feedback, complaints and service results, and provide support and direction to Operational Managers
Experience in handling a diverse customer base
Ability to lead and motivate high performance teams
To be able to understand and communicate process and operational strategy and the resultant changes
Knowledge of a wide rage of BT products and services, and understanding of how they support each other in providing an end to end customer quality service

Service Desk Manager, End User Services Resume Examples & Samples

Responsible for assuring users are provided efficient and timely first and second
Level support on a 7x24 basis
Performs staff scheduling to ensure Help Desk coverage during normal business
Hours and on-call support as required
Manages the Help Desk staff including consultation on performance evaluations,
Promotions, hiring and disciplinary responsibilities
Provides staff support for administrative tasks and projects relative to the
Desktop, Wide Area Network, Local Area Network and Telephone functions
Monitors problem management database and follows up with assigned personnel
To ensure timely resolution of problems
Maintains a central source of information enabling Help Desk staff and support
Technicians to recover outages with minimal disruption to expected service levels
Isolates problem trends and ensures that troubleshooting efforts are completed
For recurring problems until permanent solutions are found
Ensures that daily, weekly, and monthly statistics, status reports, and graphical
Reporting aids are completed and continually modified to meet the needs of the
Department
Ensures that decisions made to improve the overall customer support of the Help
Desk are continually carried through
Contributes to departmental productivity and development objectives by
Participating in training programs
Provides leadership by projecting a positive attitude, and providing learning
Incentives
Accurately communicates pertinent information. Assists in the development and
Implementation of quality improvement programs for assigned department(s)
Solves problems and makes decisions on a daily basis relative to Help Desk
Responsibilities. Ensures that effective Help Desk representation takes place for
The coordination of work processes and projects with other departments and
Divisions
Interfaces with users of technology, employing a high degree of tact and
Diplomacy to promote a positive image of the department. Resolves problem
Situations in a professional manner. Accurately communicates pertinent
Information to create a work environment that lends itself to the best interests of
Departmental personnel and customer service
Performs duties in a cost-effective manner to avoid waste of resources without
Jeopardizing quality of care and service
Maintains competency and enhances professional growth and development
Through continuing education and conferences
Serves as the around-the-clock contact for all related support issues, providing
Advanced first level technology support
Meets with technology technicians, attends seminars and reads industry related
Publications to remain abreast of technology advances and aid in the MCS
Technology planning effort
Accountable for meeting systems infrastructure or operational Service Level
Agreements established by Chief Officer for Technology Services
Management skills are required to successfully perform the planning, directing,
Reporting and administrative responsibilities of this position
Demonstrated management and decision making skills concerning Information
Systems policies, processes and procedures, with a proved track record of
Completing tasks and/or project within budget and on schedule
Ability to manage multiple high priority initiatives in a fast paced highly
Technical environment
Performs other duties and responsibilities as assigned by the Chief Officer for Technology Services
Financial and/or Mortgage industry expertise preferred
Hands on experience using enterprise ITSM toolsets (such as ServiceNow, BMC, HP or CA) and Service Desk support tools (ACD, call monitoring, remote control, etc.)
Previous direct experience with ITSM process/tool implementation and/or ITIL Intermediate preferred
Ability to influence, work with, and coordinate cross-functional teams of technical and nontechnical staff to successfully achieve organizational goals and objectives in a changing environment
Acute attention to detail and accuracy
Ability to prioritize and manage multiple assignments simultaneously
Proven experience in maintaining schedules, documentation, communications, and meeting deadlines
Strong analytical and problem solving skills. A critical thinker who uses their expertise to make sound decisions
Minimum 7 years of Helpdesk / Desktop management experience in a service environment with more than 2,000 customers in multiple locations

IT Service Desk Manager Resume Examples & Samples

Bachelor's Degree in an IT discipline, Computer Science or MIS preferred. In lieu of a degree, equivalent work experience may be accepted
Solid understanding of IT supported technologies, and a broad knowledge of IT Technology and infrastructure
Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management
Prior experience managing a technical service desk in a large organization
Oversees the operations of an enterprise-wide, multi-channel IT Service Desk for the Progressive Corporation
Monitors and measures the performance and results of IT Service Desk resources and provides direct and timely performance feedback
Reviews work output in order to ensure resource timeliness and quality
Develops, coaches and motivates others to improve performance and develop new skills
Manages relationships with other managers, business stakeholders and/or IT customers
Contributes to and implements business area plans for the IT Service Desk, integrating activities with Business and IT strategy and direction
Ensures adherence to Company and IT enterprise standards, goals, processes and policies as they relate to the IT Service Desk; communicates and reinforces corporate-wide and IT specific strategies
Leverages data, both quantitative and qualitative, to understand obstacles to delivering business value to IT Service Desk customers and takes action to address issues
Initiates action to assure delivery of various aspects of projects, process improvements or work efforts
Occasional travel, evening/night hours may be required; weekend hours may be required
Bachelor's Degree in an Information Technology discipline or related field of study (e.g., Computer Science, MIS) and two years of work experience leading or managing technical resources and/or an IT service desk
In lieu of a degree, a minimum of four years of work experience leading or managing technical resources and/or an IT service desk may be accepted
Excellent leadership skills with the ability to execute short-range plans
Should also have the ability to react quickly to issues, and develop both short and long term solutions
Excellent time management skills and ability to multitask, prioritize, and pay close attention to details
Advanced PC skills with a working knowledge of associated software, including spreadsheets
Strong working knowledge of Progressive's systems, safety, quality and operational procedures, training manuals, and company policies and procedures

Service Desk Manager Resume Examples & Samples

Strong leadership and team management skills, preferably gained within a Media /Advertising Organisation
Excellent knowledge and practical experience across a range of problem, change and incident management scenarios
Good overall technical grounding and working knowledge of Microsoft/PC and ideally some exposure to Apple technologies
Managing multi-site teams or staff across a 650 plus user base within a large enterprise
Any leading service desk software
Any relevant certifications, especially ITIL, a big plus

Service Desk Manager TS / SCI w / Poly Resume Examples & Samples

Directs the installation, testing, and setup of new hardware and software
Must possess a TS/SCI polygraph clearance
Working knowledge of ITIL service management processes
Working knowledge and experience managing service desk operations
Professional certification in one or more specific technologies is required, ITIL Foundations, etc

Global Service Desk Manager & Key Process Owner Resume Examples & Samples

Facilitate resolution of incidents and requests through the GSC using defined ITSM processes. This represents an average of 18,000+ contacts to GSC per month globally
Leads problem co-ordination activities for ADQS Support. Understands key metrics for production support, monitors current levels and trends over time, and uses this content to drive continuous improvement in processes to better metrics and customer satisfaction scores. Leads QOS / 8D actions and actively participates in enterprise operational reviews
Detects patterns in symptoms and identifies long-term, permanent resolutions
Proactively identify problems, analyze root cause and permanently resolves problems
Expert in IT Service Management processes for Incident, Request, Change, and Problem Management. Report trends and suggest long term improvements in IT Service Management targets for metrics
Appropriately document cause and solution to build knowledge repository that will help in faster resolution of tickets
Drive usage of Problem Management Process to identify areas where improvements can be made to prevent future production incidents and ensures that solutions are implemented before the problem re-occurs
Help to establish IT Support metrics benchmarks for the group and drive process improvements to achieve set standards
Educate ADQSCOE on ITIL standards, techniques, and processes
Acts as a daily focal point for service desk escalations
Monitors support queue, evaluates incidents / requests and assigns to support team members with right skills and availability
Analyzes and troubleshoots complex production issues (including interfaces, reports, customizations extensions and workflows) and drives resolution within agreed SLA’s
Evaluates requests, in order to deliver within agreed service levels by following Eaton’s Request Fulfillment process. Designs and improves ways to exceed FCR targets
Evaluate and recommend alternative solutions to solve business problems in order to ensure agreed level of service availability
Drives efficiency and suggests improvements in Incident Management, Request Fulfillment, Problem Management and Change Management processes to enhance productivity and customer satisfaction. (Continuous Improvement)
Monitors incident trends to identify potential problem areas, analyses and provides a permanent solution where possible or a workaround to ensure quality of service and availability is maintained
Maintains quality and schedule of deliverables by ensuing proper reviews and approvals of design and code, regression and performance testing as required, obtaining UAT approval before code is moved to production
Establishes periodic review process with Business and IT leaders , prepares and presents trends and analysis of incidents and requests, problem management activities undertaken by the team
Manages engagement across all customer groups, IT, Strategic suppliers, vendors
15+ years’ experience in Information Technology
5-7 years’ experience leading delivery or production support for a large, complex organization
Experience working with various global Corporate and line of business clients
Experience managing global services and software product vendor relationships
Experience working with resources in a diverse regional footprint
Experience developing and delivering vendor RFPs, evaluating responses, and selecting vendors
Experience setting up and managing vendor Managed Services and Time and Materials relationships
Experience budgeting and forecasting as per standard financial processes
Must have: ITIL and ITSM experience at expert levels. Must have experience managing support teams with a global or regional scope. Must have excellent operating knowledge of how support applications such as Remedy and/or ServiceNow work

Service Desk Manager Resume Examples & Samples

3+ years of extensive Help Desk / IT Support experience with prior experience setting up a Ticketing System
Experience with ITIL Methodologies (Incident, Problem/Change Management)
Experience analyzing trends in incident and request management
Past experience training users post implementation

Service Desk Manager Resume Examples & Samples

Participation in effective and efficient IT services which meet the needs of client hospital
Oversee the processing of incoming calls to the Support Desks via telephone, web and e-mail to ensure courteous, timely, and effective resolutions of client issues within the Service Desk Guidelines
Assists in account profitability which meet revenue and margin requirements set at the corporate level
Effective management of the client relationship and resolution of client issues
Continuous risk identification and appropriate escalation
Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
Implement development plans and coach for individuals to reach their maximum talent
Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner
Regularly communicate on company news and team progress against business plan
Create team spirit
LI-KB1
BA or BS Degree, and/or relevant business experience
5-7 years industry experience preferred
2-5 years experience in information technology management preferred
Experience managing a servide desk or help desk environment preferred

IT Service Desk Manager Resume Examples & Samples

Bachelor’s Degree in a related field or equivalent combination of education and related experience; may have additional coursework in a related field or professional certification(s)
Significant experience managing an IT service desk that supports diverse end-user computing environments within a complex IT landscape (e.g., multiple operating systems, networks, authentication services, access requirements)
Experience as a technical leader, with the ability to positively and proactively resolve customer issues and challenges in a fast paced and demanding user environment
Strong problem solving and analytical skills with demonstrated ability to collaborate with a broad range of IT service owners, management, customers, and high-level technical personnel in the evaluation, recommendation, and implementation of technical solutions
Advanced customer service skills with the ability to anticipate, develop, and implement creative mechanisms to satisfy the diversity of customer needs effectively. This includes the ability to actively listen, build rapport, be approachable, courteous, respectful, and patient
Experience as a coach, guide, and mentor to assist others in developing their abilities with a positive, open, and engaging leadership style with strong teamwork skills to maintain and improve employee morale
Experience developing innovative processes or procedures to increase efficiency, improve service processes and support, and reduce errors, using multiple methods, such as metrics and ticket analysis or process development
Demonstrated proficiency in the use of the ServiceNow ticket management tool
Strong knowledge of the ITIL framework and how to implement it in a practical manner
Formal process improvement certifications and/or training
Service desk industry certifications

Service Desk Manager Resume Examples & Samples

Bachelor in Information & Communication Technology
From 4 to 10 years of experience in a similar function
Knowledge of banking business an asset
Good skills in Microsoft technologies and IT (Support, operations, software...)
Good knowledge of System of Information (Network, Database, Application Server, Security)
ITIL V3 practitioner and ITIL Service Delivery qualification
Excellent communication and management skills
Customer-service oriented with a problem-solving attitude
Self-motivated and ability to work on own initiative in a pressure environment
Fluent in French and English (spoken and written)

Service Desk Manager Resume Examples & Samples

40%: Plans and coordinates the daily workflow of the Service Desk, ensuring proper coverage of the desk from 7AM to 7PM. Assists in maintaining the service levels as described in the department performance standards. Ensures upstream and downstream communications regarding Service Desk activities. Reviews, composes, and disseminates company-wide technology communications. Participates in the daily Change Advisory Board (CAB) calls to stay abreast of infrastructure changes. Develops and monitors the annual budget for his/her cost center. Identifies areas of opportunity to improve the team or department in alignment with organizational goals. Promotes forward-thinking, innovative solutions to reduce turn-around times for the business
40%: Supervises employees by establishing work goals, allocating resources, conducting performance appraisals, recommending pay actions, and recommending changes in policies or procedures. Provides coaching and mentoring to direct reports to remove obstacles while promoting team and individual success. Demonstrates accountability for team deliverables and objectives. Interviews and recommends candidates. Documents performance reviews and issues. Creates an environment in which people have authority, initiative and ability to manage their own work. Provides career development guidance and support. Models and supports continuous learning. Motivates towards goal achievement and recognizes people who excel. Works diligently to retain/promote the best employees. Conducts self and business in an ethical manner. Ensures the team receives training through both formal and informal training programs
20%: Participates and assigns resources to projects. Assists in reviewing, editing and approving process documentation or standard operating procedures (SOPs)
Associate's Degree required. Bachelor's Degree preferred
3-5 years of related IT/functional experience
2-5 years of management experience
Strong customer service aptitude
Excellent organizational and analytical skills

Service Desk Manager Resume Examples & Samples

Knowledge of Windows Server and Desktop Operating Systems
Knowledge pf PCs, Terminals, Laptops, Voice systems, copiers and fax machines
Knowledge of various software application packages including a strong knowledge of Microsoft Office applications
Ability to lead, manage and develop individuals and the team
Good verbal and written communications skills with the ability to effectively document procedures
ServiceNow experience preferred

Service Desk Manager Resume Examples & Samples

Minimum 5 years of service desk or customer service experience, preferably with 2 years in a supervisory role
Service Desk transitions - complete applicable project expectations on-time according to project schedule and/or as directed by Transition Manager
Ability to develop and direct various projects through completion
Advanced knowledge of Service Center technologies and practices
Solid background in desktop technology and common applications (shrink wrap, OS/database, software, hardware, messaging and networking)
Advanced knowledge of ITIL v.3 framework and HDI certification as related to service desk
Proven team player with outstanding interpersonal and communication (written/oral) skills
Present a professional image and commanding the respect of staff, peers, and senior management
Ability of motivate others to perform above normal expectations
Position requires the ability to work various hours Monday through Sunday
Flexibility with assigned work schedule
Ability to manage a diverse workforce

Service Desk Manager Resume Examples & Samples

Bachelor Degree in Business, Computer Science, or related field
Minimum 7 years of service desk or customer service experience, preferably with 3 years in a supervisory role
Lead and deliver project expectations on-time according to project schedule
Solid background in desktop technology and common applications

UK Service Desk Manager Resume Examples & Samples

Managing the operational requirements of the team on a daily basis, to ensure support of the business at all times
Working 35 hours a week, assisting with covering late notice team support hours (Monday to Friday: 09:00 to 21:00, Sunday’s and Bank Holidays 11:00 to 19:00) and providing out of hours emergency telephone support to team members
Ensuring a prompt and efficient service is provided to all callers who contact the Service Desk either via telephone, email or face-to-face
Provide 2nd line telephone and desk side support by diagnosing and resolving customer issues while tracking and recording the problem using call logging system
Manage team projects and the handover/operational acceptance of work reassigned/allocated to the team from projects/other teams
Own team management of absence recording, appraisal’s, team and personal objectives for the team, feeding into the Service Desk Manager
Working with agents on a continual basis to improve the balance between their telephony performance, technical fix rates and customer service quality through performance management metrics and balanced scorecards
Manage call queues and monitor key performance indicators to optimise performance and ensure SLAs are met
Ensure all team members are provided with appropriate training, objectives and development opportunities
Responsible for tracking the skills matrix of all team members to ensure training/knowledge transfer is captured for individual members of the team, including recommending training to fill gaps in individual’s knowledge
Driving the continual use and improvement of the Knowledge Base, owning the management of team related documentation, including process and technical documentation
Manage the recruitment of new employees and manage their induction into the team
Drive the continual improvement of the perception of the Service Desk through online self-help tools, promoting the contact methods of the desk, drop-in sessions
Understand the full range of services that the Service Desk provides and ensure the team are fully aware of these and the support processes surrounding them
Escalate support queries to appropriate IT teams to ensure timely resolution
Support the continual improvement in the levels of 2nd Line support offered by the Service Desk, utilising data and feedback from the customer and Business
A thorough understanding of IT service support process and procedures
A good understanding of service transition factors
Experience of Service Management Tools
Good understanding of common business applications
Good knowledge of Windows 7, Macintosh and evidence of appropriate training
Good eye for detail and ability to quickly define processes and create appropriate documentation
Proven ability to lead a team supporting remote customers across different devices i.e. desktop, laptop, mobile, tablet, Mac etc
Excellent knowledge of Active Directory administration

Service Desk Manager Resume Examples & Samples

Leads a team of Service Desk Technicians providing centralized support to users at multiple sites
Guides team in analyzing incidents to identify underlying problems
Produces timely, accurate, and useful reports, both for internal analysis and client-facing interaction
Assures accuracy of issue logs and measures follow-up in relation to required timeframes
Management experience required
Specific experience working within the Federal contracting space preferred
Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience

Service Desk Manager Resume Examples & Samples

Implementing Global Service Desk
Supporting, managing and maintaining laptops and peripherals across the Enterprise
Working with Finance teams/representatives to properly scope, forecast and procure laptops and peripherals as needed to support the business
Build, Manage and Lead a “5-Star” Service Desk Team comprised of both on-site and remote personnel
Identifying and managing service related issues, working with IT Ops, Network and Security Teams to resolve in a timely manner
Handle escalations and customer service issues with professionalism and tact
Manage Zayo Printer fleet via 3rd party service provider and continually optimize printer investments while providing for the changing needs of Zayo office locations
Manage various vendor relationships successfully; including providers of: IP Phones, Printers, Laptops, Software, Peripherals, Collaboration and Video Conferencing equipment, etc
Exhibit excellent and timely communication for company-wide or executive-level dissemination
Entering and Managing capital projects, purchase requests and approvals in Salesforce.com and working closely with Finance to ensure accurate financial reporting and forecasting
Working closely with internal development resources to drive systems, process and scale improvements within the IT organization
Continual focus on cost-effectiveness and cost reduction opportunities
Manage various day-to-day and acquisition related tasks (phone system migrations, laptop refreshes, account provisioning/de-provisioning, license and asset management, etc
Bachelor’s Degree with a technical or business emphasis preferred
Minimum of 5 years IT Management experience, preferably in a customer service/service desk role
Proficiency with MS Word, Excel, Power Point, Visio & Google Apps Suite
Excellent communication, interpersonal, organizational and time management skills
Strong work ethic and ability to effectively manage multiple, often competing priorities
Strong sense of teamwork and willingness to support others in meeting group objectives
Customer Service minded and able to maintain a commercial focus
Strong troubleshooting and analytical skills: ability to define problems, collect data, establish facts, draw valid conclusions and make sound recommendations
Commitment to learning and having fun in a dynamic and often stressful environment
Competitive compensation
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts

Service Desk Manager Resume Examples & Samples

Manages all aspects of Broad's laptop and desktop fleet including OS (Mac\Windows), patch levels, software, self-service, backup/recovery, encryption, and anti-virus
Manage computer inventory relating to deploys, reclaims, and disposition of assets
Manage Broad's User access and authentication
Employs key Desktop Support metrics to predict incident volume, identify key issues requiring attention, and systemic items that could enhance overall service quality
Develops key performance indicators (KPIs) and provide regular reporting for management on Desktop Support activities and metrics
Helps identify areas for enhancement and continuous improvement, as well as engages in proactive customer satisfaction analysis and applies feedback to the Desktop Support processes and team
Manage all conference room setups, including teleconferencing hardware and software
Manage the BITS Knowledge Base and ensure internal procedures are properly documented
Manage key relationships with software and hardware vendors
Serves as a member of the BITS Management Team (ITMT)

Service Desk Manager Resume Examples & Samples

Focus on issue tracking and management through resolution. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket/chat escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers
Train, coach and mentor Service Desk Analysts including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers
Provide data and reporting, as well as trends to the Support Services team and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed)
Responsible for relevant and up to date content in the knowledge management system and ensure top quality solutions are available to the staff. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
Manage process for communicating outage/emergency activities to the organization
Review survey feedback to improve services, tools and support experience. Report on feedback in ad-hoc, weekly, monthly and as needed
Interview, select, train, and develop new staff
Lead projects or initiatives on behalf of the Support Services team
Participate in on call after-hours and weekend Manager support as needed
Support Windows operating systems of various versions including Windows 7, 8 and 10
Manage and support Office 365
User communication as needed
Bachelor’s Degree in Computer Information Systems, Information Technology, related field or equivalent experience
Minimum 5 years of experience managing / leading a support team
Minimum 7 years of experience providing technical support
Working knowledge of Office 365
Advanced Microsoft Active Directory and Office365 management and configuration skills in a Windows environment
Solid technical and troubleshooting skills
Solid knowledge/understanding of computer hardware, servers, and networking
Experience creating support documentation

Service Desk Manager Resume Examples & Samples

Advocate of ITIL framework and problem, incident and change functions
Past creation of Service Levels Agreements and service mapping
Supplier Management and selection of 3rd party services
Excellent communications written and verbal
Regular report pack creation with ability to articulate service performance in a visually compelling manner
People skills, ability to manage, influence and prioritise
Coaching and mentoring team members at varying levels of skill and career
Ability to lead and demonstrate calm decision making under pressure
Able to manage teams via a matrix model
Proven experience in problem solving complex technical and business incidents or situations
Ability to turn proposed solutions into business services
ITIL Practitioner
Has developed from a technical support or delivery background
Delivery of complex services to a demanding client with expectations of high availability
Future planning and service roadmap creation
Team Leading and stakeholder management skills
Vendor management, experience of managing major technology and telco suppliers

Global Service Desk Manager Resume Examples & Samples

Directs, develops and provides leadership to the Global Service Desk team, establishing priorities, setting goals, monitoring progress and coordinating efforts with other groups in Enterprise IT
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes and system. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Build training material for support staff, schedule employees working times and provide backup support. Provides data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage incidents and requests queue
Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
Manages process for communicating outage/emergency activities to the organization. Reviews survey feedback to improve services, tools and support experience
Leads the Major Incident Process including the post incident Root Cause identification process
Develop and manage operational budgets
Ensure the compliance of all new infrastructure services with the agreed standards and support the convergence to the new solutions
Develop KPI’s that drive this area to reduce re-occurrence of underlying issues and committed response times
Demonstrate commitment to Stratasys Core Values by leading, acting and behaving in a manner consistent with these values
Follow all company safety policies and procedures and attend all safety trainings related to the job
BS/BA degree or equivalent work experience
The ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture
Knowledge of and experience implementing ITIL / Service Management frameworks
5 to 10 years of IT and business/industry work experience, with at least 3 years of leadership experience of a Service Desk group
Ability to develop and execute a strategy capable of changing a reactive organization to being proactive and highly efficient
Experience and track record of transforming a Global IT Service Desk to improve delivery and satisfaction
Excellent knowledge of ITIL frame works for Service Delivery and service support processes
Experience developing, implementing and maintaining metrics and service level agreements
Proven ability to communicate effectively both orally and in writing to management, team members, business, and technology professionals
Ability to analyze complex problems, propose effective solutions and understand and apply business vision and direction
A globally distributed team of 8 to 16 Service Desk technicians

Service Desk Manager Resume Examples & Samples

Experience in communicating with Government personnel, including agency executives
3 years’ experience managing service desk teams, supporting a requirement similar in size, scope and complexity to this Task Order
Familiarity with the Federal Procurement process
Experience with the administration of Cost type contracts
Completion of the ITIL v3.x Foundation Qualification
Project Management Institute PMP, or PgMP Certification

Service Desk Manager / Specialist Resume Examples & Samples

Plan and perform analytical and engineering research, design development, and other assignments in conformance with design, engineering and customer specifications
Develops new concepts and processes. Analyzes root causes and resolves issues. Supports more junior level technicians and specialists in their activities. Can perform all tasks of lower level technicians or specialists
Works individually, actively participates on integrated teams, and may also lead a task, project or team
Requires guidance and direction from more senior level technicians, specialists, and managers only when dealing with new, uncertain situations. Provides guidance to lower level technicians and specialists
Training/Certifications. DoD 8570.01 compliant: Security +, GSEC, SSCP, or CCNA Security

Service Desk Manager / Specialist Resume Examples & Samples

Perform systems administration of desktop and server systems connected to local and wide area networks. Desktop system management responsibilities involving account monitoring, security, Operating System (OS) installation, and other local area system administration related functions
Provide support for implementation, troubleshooting and maintenance of IT systems
Manage IT system infrastructure and any processes related to these systems
Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc
Provide Tier 1 and Tier 2 problem identification, diagnosis and resolution of problem
Provide support for the escalation and communication of status to agency management and internal customers
Provide support for the dispatch system and hardware problems and remains involved in the resolution process
Configure and manage UNIX and Windows operating systems
Installs/loads operating system and application software
Isolate and resolve of hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination thereof
Troubleshoot, maintain integrity and configure network components along with implementing operating systems enhancements to improve reliability and performance
Integrate new technologies into new and existing systems including the transition and migration of corporate systems
DoD 8570.01 compliant: Security +, GSEC, SSCP, or CCNA Security
Experience with service desk support, monitoring, and management tools
Experience with version 2007 or newer Microsoft Business Class Applications, MS SharePoint Exchange
Experience in setup, configuring and troubleshooting user desktop commercial and DoD secure telecommunications
Strong skills in fault isolation and troubleshooting information technology hardware and applications
Experience with virtual machine systems (VMware version 5.0 or newer)
02-04 years w/Bachelors Degree

Service Desk Manager / Specialist Resume Examples & Samples

DoD 8570.01 compliant: Security +, GSEC, SSCP, or CCNA Security+
Researches and evaluates new concepts and processes to improve performance. Analyzes cross-functional problem sets, identifies root causes and resolves issues. Assists more junior level technicians, specialists, and managers in their activities. Can perform all tasks of lower level technicians, specialists, and/or managers
Directs multiple teams through to project completion. Provides guidance and direction to lower level technicians, specialists, and managers

Service Desk Manager Resume Examples & Samples

3+ years of experience in the Consumer Services and / or Contact Center support with direct proven experience in a managerial role preferred
Ability to analyze, define and specify customer requirements
Ability to manage a wide range of cross-functional activities while meeting time sensitive and variable deadlines
Strong analytical, planning, organizational, critical thinking and problem solving skill
In-depth understanding of advanced analytics and predictive models
Proven ability to leverage cross-functional relationships to accomplish duties in aggressive timeframes

Service Desk Manager Resume Examples & Samples

Receive and responds to customer problems, issues, requests and queries via telephone, automated requests, electronic email and other means
Interact with customers on all levels to resolve IT-related issues in a timely manner
Resolves and/or escalates IT related issues in a timely manner
Design, implement and maintain walk-up service desk support center
Promote a professional environment and provide a point of escalation of staff, customers and internal teams with the area of accountability
Oversee and manage VIP support for DHS’s approximately 60 elite users
Manage, train and develop IT specialist ensuring high level of motivation and engagement
Develop and maintain staffing schedules to ensure coverage across all facilities
Design, implement and maintain service desk capabilities with available staff to support remote service desk operation
Minimum of 10+ years working on a Service Desk or Service Center, at least 3 of which was in the role of Team Lead

Service Desk Manager Resume Examples & Samples

Accountable for assuring 1st Level are provided efficient and timely 2nd level support on a 24*7 basis
Ability to work and lead a team within an operationally intensive environment, delivering End-to-End accountable for all Incidents and Service requests, queue management to concurrence
Identify and measure key performance indicators (KPI) to understand network and application trends
Ensure internal OLAs are adhered to when responding to reactive and proactive incidents
Effectively resolve escalations received from all levels of the organisation, supporting the Major Incident (MI) process when requested
Ability to analyse data to make appropriate suggestions in handling fluctuations in workload, mitigating call volume and incident trending analysis
Supporting the IT Production Problem Manager in providing technical support in supporting any conclusions to Problem related activities
Act as a representative on behalf of 2nd Level within key Micro Focus project teams
Support the IT Service Manager in driving continuous improvement into the Service Desk processes
Effective succession planning for all roles within the 2nd Level team
Provide cover to the IT Service Manager when required in picking up the Service Management responsibilities
ITIL v3 Foundation Certificate – (Minimum)
ITIL v3 Intermediate Lifecycle – (Desirable / understanding)
Experienced in delivering and managing ITIL Incident, Problem, Change Management, processes and deliverables
1-3 years of managing a service / support organisation
Technically proficient across Datacentre Architecture, Cloud solutions, Network Infrastructure and 3rd party applications
3 to 5 years of experience as a Service Desk Technician
Manage the Service Desk to ensure maximum value is being returned to the business
Service oriented with a strong focus on customer satisfaction
Demonstrated leadership - Ability to build, motivate, manage and mentor a team
Excellent analytical and problem solving ability
Effective interpersonal skills with ability to interact successfully across all levels of our organisation
LI-RA1

Global Service Desk Manager Resume Examples & Samples

Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents
Develop and mature phone/ticket escalation processes and system. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development
Leverage global workforce to create a “follow the sun” support model to provide as close to 24x7 coverage as possible
Build training material for support staff, schedule employees working times and provide backup support. Provides data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed
Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage incidents and requests queue
Responsible for global deployment of assets to employees and ensuring that process is standardized and scalable
Demonstrated ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture
4 to 6 years of IT and business/industry work experience, with at least 2 years of leadership experience of a Service Desk group

100

CA Service Desk Manager Resume Examples & Samples

Manage the Server and communication infrastructure for CA Service Desk Manager and/or Remedy
Create, execute and report on testing and implementation plans
Create, execute and maintain Standard Operating Procedures for Enterprise Services
Capable of resolving complex issues
Strong troubleshooting and debugging skills
Capable of multi-tasking
Must be a self-starter; capable of working independently, under limited direction, and in team environments
Bachelor’s degree and 9+ years as a Systems Administrator (Microsoft). Additional training, technical certification, and/or years experience may be substituted in lieu of a degree
Experience maintaining CA Service Desk Manager and/or Remedy software
Experience maintaining Microsoft Windows Server 2008 R2, and Windows Server 2012 /2012R2 platforms
Level II DoD 8570 certification: Comptia Security+ CE
MicrosoftMicrosoft Windows Server 2012R2 certification

101

Service Desk Manager Resume Examples & Samples

Supervises the staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed
Trains staff on operational procedures and troubleshooting techniques
Makes decisions guided by policies, procedures and business plans; receives guidance and oversight from manager
Oversees projects and manages project resources
Thorough knowledge of service offerings
Customer service principles and processes
Back-office server applications, desktop
Client/server applications
Computer/networking hardware, standard
Operating systems, common third-party
Software applications, internally developed
Custom applications, application
Integrations, networking protocols, and any
Other computer-related technologies
Excellent interpersonal, written and oral
Excellent problem-solving skills and
Balance, prioritize and organize multiple tasks
Resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately
Supervise small to medium teams
Evaluate and test emerging technologies
Understand and anticipate needs and priorities of both internal and external customers

102

Service Desk Manager Resume Examples & Samples

Oversee 100% of the requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers
Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers
Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT
Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
Manage process for communicating outage/emergency activities to the organization. Review survey feedback to improve services, tools and support experience
Establish and maintain Service Catalog Tool for user community
Establish and maintain Ticket System and provide training documentation for users

103

Service Desk Manager Resume Examples & Samples

Ensure ownership of procedural / incident tickets in a timely fashion and are adhering to company policies and SLAs
Provide technical oversight of departmental tools and provide recommendations and feedback to senior management on efficiency gains
While working in conjunction with other managers, take ownership of critical support issues and major incidents in order to drive issues to resolution in accordance with SLA adherence
Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations
Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
Oversee the development, implementation, and administration of Service Desk staff training procedures and policies
Ensure B2B systems are functioning properly and timely for 3rdparty vendors utilizing B2B functionality
Manage and measure the effectiveness of incoming calls to the Service Desk via telephone, e-mail and chat to ensure courteous, timely, and effective routing of problem issues/requests to Service Desk personnel
Produce monthly customer metrics to ensure SLA adherence
Ensure Service Desk staff productivity, efficiency and staffing is adequate
Work directly with NOC Manager to ensure issues are escalated in a timely fashion and procedures are socialized between the groups
Work directly with 3rdparty vendors to enhance the Service Desk experience and ensure quality and efficiency through tools adoption
5+ years’ experience Managing a Service Desk, Help Desk, NOC or Call Center required

104

Service Desk Manager Resume Examples & Samples

Directs the design, quality, testing, marketing, and distribution of incubator products/services. Shapes, builds, establishes, and implements short- and long-term strategies to deliver services to customers within reasonable schedules and budgets
Directs the organization and performance of certain functional areas and the activities of senior managers to deliver high quality leading-edge technology with high growth potential. Provides staff direction with an understanding of established company policies and procedures
Ensures incidents and service requests are properly escalated and assigned to appropriate individual/groups.; Logs, verifies, and updates, as necessary, user profiles for incidents and service requests using the current IT Service Management tool (KACE)
Functions as Point of Contact for incidents and service requests, as reported from users and system monitoring and alerts
Executes the day-to-day activities of the Incident Management Process. Performs QA and closure of incidents
Executes the day-to-day service desk services that support users by addressing all problems and incidents answered by telephone, self-service ticketing, or customer walk ups
Responsible for developing and managing the Service-Level Management Strategy
Ensures ITIL v2011 best practices are implemented across the service lifecycle in support of all technologies and services
Identifies and manages service improvements to increase customer satisfaction. Manages and ensures delivery of projects to meet customer and company expectations and needs
Partners with functional areas or departments to integrate new, enhanced, and existing service offerings for accounts
Builds and maintains relationships with customers and key stakeholders. Influences decision making and builds partnerships with customers and across the organization
Establishes and communicates goals and objectives; defines methodologies, tasks, and activities; and clearly describes roles and responsibilities for performing personnel. Communicates broadly to help ensure overall coordination for cross-functional teams
Perform Configuration Management activities relating to identification, control, and tracking of designated systems and/or equipment
Interface with and coordinate with other ITIL Process teams in the organization to include Incident Management, Problem Management, Change Management, Capacity Management, and Release Management
Develops and maintains software configuration management tools to support configuration identification, control, reporting, and delivery of both internally developed software and externally purchased commercial-off-the-shelf (COTS) software products
Senior-level IT Service Management leadership experience in support of a DoD Networks
High level understanding of IT service offerings in a DoD environment
Trains and evaluates employees to enhance their performance, development, and work product
Addresses performance issues and makes recommendations for personnel actions
Ability to prioritize and drive to results with a high emphasis on quality
Team player with good communication, organizational, and strong interpersonal skills
Communicates with users concerning the status of incidents and service requests
Ability to develop and direct SOP's and workflow processes that will be implemented and measured to evaluate performance
Ability to identify IT service goals and objectives with leadership and piers, and carry plans throughout execution
Ability to coordinate service procedures across different IT disciplines, and update documentation as the procedures evolve and mature through testing and application
Assume the leadership role to develop processes, train team members and carry process through from start to finish
Track and report performance to leadership and identify areas that need improvement
Need Security + certification
Need minimum interim Secret clearance

105

Service Desk Manager Resume Examples & Samples

Ensure the Tech Support team is operating as efficiently and effectively as possible
Mentor the team and ensure delivery of committed Service Levels and meeting all stated metrics
Partner with all Ascend departments to provide appropriate hardware, software, and technical support
Handle day-to-day management responsibilities for direct reports
Assist/lead team in daily activities such as ticket work, escalations calls, and general support
Establishes and maintains effective working relationships with business and technical staff on-site, as well as remote
Re-establishment of a proper knowledge base and personal guidance of high-priority support for large customers
3-5 years providing technical support and end-user services support including current Windows and Apple desktop and application software
Thorough understanding of Microsoft Office applications and both Windows and Apple operating systems
2-3 years installing, upgrading, troubleshooting and repairing personal computers in a network environment
MCP (Microsoft Certified Professional) or equivalent certifications
2-4 years of people management experience
College level degree in computer related technologies preferred or equivalent experience required
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
Excellent analytical skills and attention to detail

106

IT Service Desk Manager Resume Examples & Samples

Engages in customer and stakeholder relationships to advise and consult on expectations, requirements and problems related to service integration and operations
Manages performance and development of team members, including policy administration, compliance, coaching, disciplinary action and recognition
Establishes and meets agreed levels of incident resolution and request fulfillment; continually improve the service desk delivery processes to ensure optimal efficiency of service quality for customers
Develops procedures that outline how incidents, requests and problems are identified, documented, assigned and managed in the ITSM tool (ServiceNow)
Analyzes performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues
Develops and implements service desk policies, processes and procedures for the management and support of customers, to include responsibility for effective communication of status
Ensures the service desk provides and delivers high levels of support by providing trends, reports and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement
Identifies, recommends, develops and implements programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management
Attends and actively participates in Change Advisor Board (CAB) meetings and release management processes
Work with our global IT management teams to ensure customer satisfaction is obtained at the highest level in all geographical locations

107

IT Service Desk Manager Resume Examples & Samples

Manage the Brinker Service Desk to ensure maximum value is being returned to the business
Active involvement in employee development through training, coaching and performance management
Drive continuous improvement into service desk processes through the identification and trending of key performance indicators (KPI)
Ensure the service desk is adequately prepared to take on the support of new or changed systems as they move from Build to Run
Ensure service level agreements (SLA) are adhered to
Build and maintain relationship based upon trust with the business and restaurants
Build and maintain a partner relationship with vendors
Effectively resolve escalations received from various levels of the organization
Act as a representative on behalf of the service desk within project teams
Schedule the service desk analysts to cover a combination of evenings, weekends and holidays
Ability to analyze data to make appropriate suggestions in handling fluctuations in workload, mitigating call volume and incident trending analysis
Ability to properly redirect resources to accommodate call volume, crisis situations and any business impacting opportunities that detract from teams effectiveness
Involvement in definition/refinement of foundational support needs including Statements of Work with Supplier Partners, Service desk Policies/Procedures, and SLA’s with customers
Ability to manage budgets, schedules, and associated role deliverables; results oriented
Feedback’s Priceless - I see more through your feedback
Own it - I own, drive and achieve key results
Win Together - I work across boundaries to achieve key results
Trust Matters - I act in a manner that cultivates trust in others
Thinking Forward - I think and act in a manner to deliver desired future results

108

Service Desk Manager Resume Examples & Samples

Bachelor’s degree or higher Preferred
At least five years’ experience with IT Service/Help Desk operations for companies with at least 1000 IT users
Three or more years in a previous IT Operations Management or related position required
Experience managing an IT Call Center software system required, Cisco Call Center experience preferred
Demonstrates people management and organizational skills
Receives direction and produces results in a timely manner with minimum oversight
Prioritizes to meet deadlines while producing high quality results
Experience coordinating SOX audited access management procedures is preferred
Experience with IT Service Management System required
Experience with either BMC (TrackIT, FootPrints or Remedy), Service Now or Cherwell preferred
Experience with Microsoft Windows, Microsoft Office, Desktops, Tablets and printers
Communicates effectively and professionally with users, customers, and other IT personnel
ITIL Foundation Certification is a plus
Project Management knowledge is a plus

109

Service Desk Manager Resume Examples & Samples

Proven ability to develop and expand executive leadership relationships and expand business
Understand and manage customer requirements (deliverables and environmental factors) to ensure contract compliance and customer satisfaction
Ensure engagement methodology is followed by team from opportunity assessment to project closeout
Financial and contractual responsibility for engagement profitability
Explore additional business opportunities and drive future business through quality results
Ensure Service Management Office project management methodology is followed on all client engagements
Mentor, manage and develop project team members
Conduct annual reviews and provide feedback throughout the year on employee performance where required
Ensure Human Resources policies and procedures are communicated and executed according to internal and consultant HR policies
Bachelor's Degree or equivalent, relevant experience
Experience in information technology and/or professional services with a preference for experience at a consulting services provider in a delivery management role
Experience leading a support team(s) for a large scale enterprise environment providing project management and daily operational oversight within a professional services delivery environment
Strong business acumen with the ability to develop a business case, to gather business requirements, and translate them into a customer solution when required
Experience managing, delivering and administrating client professional services agreements including the change management process
Industry recognized certifications: ITIL, Lean Six Sigma
In depth understanding of Services Outsourcing, PMI PMBOK. PMP and/or IAOP (Outsourcing Professional) certification a plus
Excellent oral and written communication skills (English language), analysis and problem solving skills as well as excellent time management and organizational skills
Ability to listen, analyze and organize thoughts and facts (solve problems) in a real time environment
Demonstrated experience communicating and presenting at senior executive/director levels (IT Director, VP, CIO, etc.)
Superior people and personnel management skills
Demonstrated advanced project data/ risk analysis and correlation/ mitigation skills

110

Service Desk Manager Resume Examples & Samples

Associate Degree and/or two years of customer service supervisory experience. More years of experience will count in lieu of a degree
Experience with computer software relating to word processing, data base and excel
Demonstrated creativity and organization skills
Demonstrated strong interpersonal communication skills, both written and oral
CPR and first aid certifications required
Must be able to work a flexible schedule to meet the needs of the facility

111

Service Desk Manager, Consumer Services Resume Examples & Samples

Bachelor’s Degree in Business, Information Systems or related fields required
3-5 years of experience in a supervisory role, experience with remote teams is a plus
Experience with Microsoft Office, Excel, MS Access, SAS (Salesforce, RightNow, Echopass), SQL, SAP Business Objects
Knowledge of industry best practices associated with reporting

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