Service Desk Team Leader Resume Samples
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Service Desk Team Leader Resume Samples
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MS
M Schneider
Maymie
Schneider
6501 Fatima Club
Phoenix
AZ
+1 (555) 913 4072
6501 Fatima Club
Phoenix
AZ
Phone
p
+1 (555) 913 4072
Experience
Experience
San Francisco, CA
Service Desk Team Leader
San Francisco, CA
Cremin, Kub and Jacobson
San Francisco, CA
Service Desk Team Leader
- Delegating tasks to team members and empowering them to take on new challenges, being certain to provide ongoing timely feedback and annual performance reviews that focus on their growth and professional development
- Leading by example by correctly performing and ensuring employees are properly trained to perform tasks throughout the department including operating lottery and That’s T.H.E. Ticket machines; administering the Shopper’s Club program; selling stamps and money orders; renting out carpet cleaning machines; checking out customers as necessary; performing refunds and exchanges; cleaning and maintaining the bottle return room; etc
- Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
- Responsible for SA team and the teams output for the WorkPlace scheduling application, delivering a professional, customer focused and high performing 2nd and 3rd line support service
- Develop, implement and maintain a culture of continuous improvement around maintenance & support, processes, tools, standards, and overall performance of support provided by the team
- Working with the Service Desk manager to negotiate and secure necessary resource for contracted obligations within A365
- Liaising with change management
Detroit, MI
IT Service Desk Team Leader
Detroit, MI
Anderson LLC
Detroit, MI
IT Service Desk Team Leader
- Support the Service Desk Manager in employee development through training, coaching and performance management
- Support the IT Service Manager in driving continuous improvement into the Service Desk processes
- Responsible for assuring users are provided efficient and timely first level support on a 24 7 basis
- 1-3 years of managing a service desk team
- Act as a main point of contact for all internal users reporting or highlighting issues with systems or equipment, installs of basic applications and scripts
- ITIL Foundation Certificate – Advantage
- Technical certifications considered a plus
present
Boston, MA
Junior Service Desk Team Leader
Boston, MA
Cummings-Schaefer
present
Boston, MA
Junior Service Desk Team Leader
present
- Line manages team members; assigns clear accountabilities and performance expectations; reviews performance. Leads the staff appraisal process for the SA team
- Maintaining open lines of communication with department and area managers, team members and other departments to ensure the most efficient operations for the Service Desk and the store as a whole
- Properly completing all paperwork and reports regarding food borne illness, product recalls and other food safety issues and acting as a resource for customers to go to with questions or concerns; being sure to educate team members of proper practices and procedures
- Works with minimal direct supervision; resolves operational problems
- Leading employees by example to follow company initiatives and programs, working to implement these in the department and create excitement among team members
- Acting as a resource for customers to turn to when they are unsure where to direct a question or concern, finding a solution or locating the correct person/ department to assist them; being sure to respond with a sense of urgency and poise
- Establish service relationships to facilitate effective customer communication
Education
Education
Bachelor’s Degree
Bachelor’s Degree
Emory University
Bachelor’s Degree
Skills
Skills
- Good Understanding of ITIL Framework and best practice desirable
- Professional and courteous telephone manner
- Able to perform software and hardware installations
- Able to troubleshoot hardware/software/network issues
- Able to follow set processes & procedures and highlight potential improvements
- Able to learn new technologies and work in a technical environment
- Awareness of ITIL methodologies and good practice
- Demonstrates a clear understanding of the basic principles of planned maintenance
- Demonstrable abilities to manage third party suppliers
- Excellent relationship management skills
8 Service Desk Team Leader resume templates
Read our complete resume writing guides
1
Service Desk Team Leader Resume Examples & Samples
- Responsible for SA team and the teams output for the WorkPlace scheduling application, delivering a professional, customer focused and high performing 2nd and 3rd line support service
- On occasion deputise to the SDM for matters relating to the WorkPlace application
- Line manages team members; assigns clear accountabilities and performance expectations; reviews performance. Leads the staff appraisal process for the SA team
- Ensures delivery of a high quality service within SLA’s and budget; perseveres to overcome obstacles preventing the delivery of an exemplary experience for users
- Provide clear ownership and direction for the resolution of incidents/problems logged against the applications. Escalating to management as and where appropriate
- Develop & maintain relationships with key stakeholders (IT, Business & strategic suppliers)
- Coordinates and organises a variety of meetings within the environment involving the SA Team, vendors and business divisions
- Liaises with BBC Academy in the continual assessment of training by way of client feedback and trending analysis. Manages local end-user training. Data gathering of Management and Financial Information for reporting to Steering Group etc
- Develop, implement and maintain a culture of continuous improvement around maintenance & support, processes, tools, standards, and overall performance of support provided by the team
- Ensures communication and related tools are maintained appropriately for the fulfilment of the client’s needs and awareness in an efficient and professional manner
- Actively seek synergies within the BBC to improve and enhance the operation of the wider teams
- A thorough understanding of staff scheduling and leave and absence systems
- Excellent communication skills – written, verbal and able to influence at all levels
- The ability and willingness to work collaboratively with users to ensure business objectives are met in building constructive business relationships
- Strong organisational skills and ability to plan and prioritise work while responding flexibly to rapidly changing priorities
- Strong negotiating skills to drive resolution with the ability to work to strict deadlines
- Ability to work unsupervised and uses initiative appropriately. Deal with conflicting priorities calmly and effectively
- Strong analytical skills and able to make sense of complex and logical problems quickly
- Strong Stakeholder Management skills
- Ability to effectively operate a ‘Continuous Improvement’ philosophy within a small team
- Experience of leading an effective help desk including operating feedback surveys
- Excel (Advanced), PowerPoint
2
Service Desk Team Leader Resume Examples & Samples
- Previous experience in a Supervisor or Team Lead role
- ITIL Foundation qualification (preferably v3)
- Previous experience of working in a busy service desk environment
- Experience of working with and understanding statistical reporting to drive improvements and performance
- Experience of people management, staff development, objective setting and performance reviews
- Experience of handling customer escalations and high priority calls
- 3 – 5 years IT service experience
- A relevant technical qualification
- Previous experience of using IT Service Management Toolset
- Development and delivery of performance reporting
3
IT Service Desk Team Leader Resume Examples & Samples
- Responsible for assuring users are provided efficient and timely first level support on a 24*7 basis
- Support the Service Desk Manager in employee development through training, coaching and performance management
- Ability to properly redirect resources to accommodate call volume, crisis situations and any business impacting opportunities that detract from team’s effectiveness
- Ability to work and lead a team within an operationally intensive environment
- Provide cover to the Service Desk Manager when required in picking up the Service Management responsibilities
- Act as a main point of contact for all internal users reporting or highlighting issues with systems or equipment, installs of basic applications and scripts
- React to monitoring tickets received by the Level-2 and Level-3, ensuring the Service Desk Technicians are aware and able to engage users when they either contact the Service Desk, or the Service Desk issue a broadcast statement for incidents deemed as critical
- Overall ownership and accountability of Incident tickets throughout its life cycle
- ITIL Foundation Certificate – Advantage
- Technical certifications considered a plus
- 1-3 years of managing a service desk team
- Demonstrated leadership - Ability to motivate, manage and mentor a team of professionals
- Able to demonstrate strong leadership and product knowledge and offering
- Excellent decision making skills
- Excellent oral/written/listening communication skills focusing on presenting technical concepts in clear business terms
- Technically proficient with proprietary software/hardware and any supported 3rd party applications
- Ability to understand and translate the strategic direction into tactical execution points for the team
4
Service Desk Team Leader Resume Examples & Samples
- Undertaking HR activities as needed
- Acting as an escalation point where difficult or controversial calls are received
- Representing the Service Desk at meetings
- Arranging staff training and awareness sessions
- Liaising with change management
- Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
- Assisting Analysts in providing first line support when workloads are high, or where additional experience is required
- Hold monthly 1-2-1 meetings with direct reports
5
Service Desk Team Leader Resume Examples & Samples
- Customer service or service desk experience, preferably in a food service, grocery or retail setting
- Experience working as a cashier and operating a cash register
- Understand, recognize and implement the company values; striving to make a difference by empowering employees and promoting high standards and excellence in all areas (Who We Are)
- Use performance and career development tools to manage and develop others,working with employees to set and achieve individual and department goals
- Practice proper planning and staffing techniques which include managing time and resources
- Work towards continuous improvement to encourage change; find ways to increase profitability and productivity; and improve processes, products & customer service in the department(s)
- Use data analysis, wisdom, experience, judgment, and past actions as well as input from other sources for decision making, always considering the impact on customers, sales and contribution (profit)
- Control inventory levels and expenses such as payroll and shrink to impact bottom-line contribution(profit) for the department
- Ability to multi-task and react to a variety of situations at one time
- Demonstrate customer relationsskills by building relationships with customers and practicing good judgment in ensuring customer satisfaction
- Managerial/ supervisory experience, preferably in a Service Team Leader or equivalent role
6
Junior Service Desk Team Leader Resume Examples & Samples
- Mentoring/team leading experience
- Good customer relationship skills with the ability to remain calm under pressure and manage conflict
- Excellent attention to detail and able to document incidents and fixes so they can be used by others
- The ability to follow defined processes
- An analytical approach to problem solving
- Well-developed time management skills, and the ability to work rapidly without loss of quality
- High customer service standards with the ability to communicate clearly and effectively in spoken and written English
7
Service Desk Team Leader Resume Examples & Samples
- Answer service desk calls ensuring appropriate service providers are dispatched effectively and efficiently to agreed procedures meeting all KPI’s and SLA’s to client and business satisfaction. Ensure compliance with all appropriate Health and Safety processes relating to reactive maintenance works
- Ensure all relevant billing, fixed and variable, is correctly generated and issued to clients and business services to correct timescales
- Generate reports demonstrating compliance to Health and Safety, company policies and procedures and contract requirements
- All Planned Preventative Maintenance planners to be accurately maintained and all planned maintenance activities to be appropriately organised with clients and service providers. All PPM records to be maintained with remedial actions identified, costed and reported on
- All variable works undertaken by the service desk in relation to reactive maintenance and subsequent remedial to be priced, co-ordinated and correctly invoiced
- Ensure all variable works are appropriately planned and completion dates agreed within prescribed parameters
- Ensure all invoicing status reports are maintained to agreed levels. This includes, but not limited to Invoice, on hold reports and WIP reports
- Maintenance of appropriate databases including all PPM and compliance documentation both electronic and paper based systems
- Act as “in-house” system expert in respect to Service Desk activities providing training as required
- Managing out of hours call transfer to nominated Help Desk Maintain a robust set of Service Desk procedures for normal hours and out of hours operational requirements
- Working with the Regional Managers, develop and maintain a detailed contract and building asset database. Provide asset data base reports as required
- Maintain an emergency call out list for all customer, ENGIE and 3rd party vendors
- Maintain effective back up of all databases
- Monitor, co-ordinate and supervise resources effectively to achieve the agreed performance KPI’s
- Ensure compliance with statutory and company procedures, across all functions including H & S and Environmental
- Awareness of the potential risks and opportunities arising within appointed contracts in area of responsibility
- Liaise with the Regional Managers to assist in the planning, implementation and monitoring for all works relating to the PPM schedule and reactive works
- Liaise with the Regional Managers to assist in controlling stocks of items to cover emergency breakdowns and future PPM requirements
- Ensure all relevant Purchase Orders are raised as appropriate for both fixed and variable activities. All associated invoicing to be checked for accuracy before payments are made. All queries resolved within appropriate timescales
- Produces reports as required
- Maintain accurate call databases to facilitate benchmark exercises to be conducted
- Liaise with the finance team to agree benchmark analysis metrics
- Provides administrative support to management team as required
- Supervises performance of designated team members against clear objectives and expectations
- Builds team dynamic through training, support, development, and attaining buy-in from staff
- Supervises and co-ordinates responsibility for service delivery to client premises within nominated region
- Operates effectively in an organisation where there are conflicting demands on time and resources
- Establishes excellent working relationships with appropriate client contacts
- Establishes excellent working relationships with operational team
- Works with minimal direct supervision; resolves operational problems
- Responsible for Health & Safety best practice within Service Desk parameters
- Possesses operational experience of service desk activities
- Possesses people management experience
- Sound understanding of H&S, Environment and QA procedures
- Strong planning and time management skills
- Is numerate and analytical and financially aware
- Possesses MS office (word, excel and PowerPoint) skills
- Willingness to learn/train
- Demonstrates a strong concern for order and quality
- Has supervisory experience
- H&S qualification
- Has experience of operating within an outsourced environment
- Possesses experience of financial planning and analysis
- Can demonstrate experience of working with Service Desk Systems
- Demonstrable abilities to manage third party suppliers
- Demonstrates a clear understanding of the basic principles of planned maintenance
8
Service Desk Team Leader Resume Examples & Samples
- Work with SME’s around the globe to establish required monitoring and escalation processes
- Attend regional and global meetings including Change Advisory Board (CAB) meetings and ensure knowledge of changes and events is shared with the Global Service Centre as required
- Produce communications to be distributed, to regional and global stakeholders
- Produce and contribute to regular Management Reports
- Shift admin – ensure staff and skills coverage for your shifts
- Communicate with Team Leaders on other shifts and ensure ongoing work is handed over
- Support Shift manager responsibilities including reward, appraisal, recruitment and academy training
- Drive the team’s Continual Service Improvement objectives; Identify repeat incidents and highlight potential process improvements
- Build and maintain good working relationships with all teams across the organisation
- Meet goals and KPIs as set by the line manager
- Ensure that all work carried out by the Global Service Centre adheres to internal and external audit requirements, business regulations, and service level agreements
- Team leadership and management experience (We would also consider Senior Service Desk Analysts who are looking to progress into Team Leaders.)
- Professional and courteous telephone manner
- Willingness to work flexible hours / shifts
- Able to learn new technologies and work in a technical environment
- Able to follow set processes & procedures and highlight potential improvements
- Able to troubleshoot hardware/software/network issues
- Able to perform software and hardware installations
- Good Understanding of ITIL Framework and best practice desirable
- Understanding of Microsoft tools and systems
9
Service Desk Team Leader Resume Examples & Samples
- Lead and motivate the Service Desk team to ensure a high level of service is delivered to the Hermes end user environment
- Define and document the Service Desk Rota system to ensure the required resourcing requirements are met and in place (24hr coverage with outsourced assistance)
- Implement, document and review procedures and processes to maintain and improve the service desk function
- Promote, champion and drive the use of ITIL best practices across the Service Desk Team to ensure the delivery of a best practice service desk function
- Create and Develop a rolling training plan to increase first line resolution and meet set KPI’s
- Closely work with Incident & Problem Management functions, in order to manage the Service desk against defined service level agreements and improve call resolution times
- Production and distribution of reports to internal departments and customers
- Contribute to the design, development and maintenance of the service desk application, to meet Hermes’ needs
- Establish service relationships to facilitate effective customer communication
- Develop effective working relationships with client, service delivery, project delivery, and 3rd party personnel
- Oversee the ‘on-boarding’ of new services provided as part of the continuous improvement of services provided
