Help Desk Manager Resume Sample

A Help Desk Manager supervises a support staff of IT personnel who help companies fix their computer problems. Duties include receiving help tickets, assigning tickets to technicians, leading support staff, working closely with different levels of management, negotiating contracts with customers, making sure support staff follows procedures, and provides IT support round the clock.

For many, writing a resume can be daunting. If you are working on your own, it is easy to become overwhelmed with the amount of information you need to include and how best to present yourself.

The sample resumes below provide great examples of how to write an effective resume.

The Best Help Desk Manager Resume Samples

These are some examples of accomplishments we have handpicked from real Help Desk Manager resumes for your reference.

Help Desk Manager Resume Sample 1

  • Managed best practices for customer service in a distributed environment by defining minimum standards and providing solutions.
  • Led the acquisition of new accounts by developing relationships with new customers.
  • Performed root cause analysis to resolve customer and employee escalations about network performance issues, software bugs, and virus problems.
  • Assisted in training of customer and employee technicians through classroom instruction as well as hands-on mentoring during onsite visits.
  • Selected to train two new employees due to extensive knowledge of help desk software.

Help Desk Manager Resume Sample 2

  • Established a help desk team of 6; instructed team members on technical issues, customer needs, and organizational expectations.
  • Trained Help Desk Center to service 700 users in a variety of technologies; managed daily operations and ensured the center met its call handling goal.
  • Evaluated computer hardware and software for compatibility with company network; implemented upgrades for all systems.
  • Diagnosed hardware problems after installation of new servers; ensured no interruptions occurred in the production environment.
  • Maintained strong professional relationships with vendors and peers in order to acquire additional equipment for department at cost savings to company.

Help Desk Manager Resume Sample 3

  • Successfully and effectively handled complex technology problems through configuration, troubleshooting, and restore of client systems.
  • Demonstrated skills in creating and implementing special projects to automate clients’ servers when parameters are hard to predict.
  • Proven successful by predicting and preventing outages; ensured client satisfaction by keeping them informed and providing clear instructions on steps to be taken when alerts occur.
  • Fostered effective record keeping; created controls for documenting client’s use of software.
  • Led group sessions on Windows XP Training for 50 support personnel at the request of the Director.

Help Desk Manager Resume Sample 4

  • Streamlined service turnaround time to under 30 minutes; reduced downtime to less than 20% of monthly business.
  • Revamped customer desktops and laptops; established on-site service center for major hardware/software upgrades.
  • Resolved customer and vendor concerns with quick, efficient, and effective resolution.
  • Managed a team of two call center representatives and two technical support volunteers, over 65 employees during the peak winter season of 2003/2004.
  • Trained support staff in handling complex network problems for 20 computers, including Cisco Routers and Switches.

Help Desk Manager Resume Sample 5

  • Aided ten users in a single day to restore lost information, install new software, and troubleshoot connectivity failures.
  • Identified faulty circuitry and removed source of wireless interference in order to prevent client disruption during “Black Friday” shopping event.
  • Processed credit card insurance claims for 232 clients on-site during server malfunction.
  • Successfully resolved seven-month distributed network failure costing over $35 million; recognized as an expert in the field of troubleshooting by CEO and Board of Directors.
  • Completed IT-D certification requirements within three months of receiving computer literacy training; actively involve in monthly trainings to improve technical knowledge.

Help Desk Manager Resume Sample 6

  • Maintained 100% support and effectiveness to customers as a User Experience manager.
  • Controlled the turnaround time of 50+ pages of completed customer requests each day while ensuring that they were handled by the customer service team within 30 minutes.
  • Built staff into a cohesive team with customer satisfaction standards and technical training.
  • Recognized for having worked with the most qualified and least competent employees in performing customer service tasks.
  • Developed an effective system for processing and documenting all calls through the help desk, even after a 35° snow storm shut down office operations.

Help Desk Manager Resume Sample 7

  • Orchestrated a worldwide response to an e-commerce startup’s server crash; completed the recovery in less than 2 hours.
  • Resolved department’s hardware and software problems within forty-eight hours; praised by management for outstanding turnaround time.
  • Handled inbound and outbound calls while working with Mgr. to minimize customer-call overtime; selected as employee of year.
  • Delivered sales reports twice a week in a timely manner while exceeding his entire department’s sales quota by 17 percent; recognized by executives as the team leader who maintained corporate standards and set the pace for success.
  • Handled one of the fastest growing departments in the company; received a commendation from Mgr. for outstanding customer service.

Help Desk Manager Resume Sample 8

  • Achieved recognition as the first Employee of the Month on my new team.
  • Secured more than $7,000 in grants to upgrade and provide more training for staff.
  • Installed new software to improve department efficiency, thus saving the company thousands of dollars by reducing downtime and increasing production.
  • Represented company at a national trade show and two related seminars to introduce products and services to IT customers.
  • Met with corporate representatives from three Fortune 500 companies to evaluate product development needs.

Help Desk Manager Resume Sample 9

  • Monitored and assisted employees in upgrading their computer hardware, software, peripheral connections, and electronic communications.
  • Troubleshot printers and installed printer drivers for new computers.
  • Provided technical support with mobile scanners for two departments; increased productivity by 20%.
  • Updated the corporate website to include search engine optimization; increased website traffic from 20,000 hits to 60,000 hits per month.
  • Systematically coordinated email connections with remote systems and outside companies’ databases to ensure customers’ data security.

Help Desk Manager Resume Sample 10

  • Increased productivity across the help desk by 20% in the first month, reducing call routing time by two hours.
  • Emphasized standardized problem-solving and documentation and increased technician performance.
  • Provided leadership in a rapidly changing, corporate merger environment and conducted staff development programs for new employees.
  • Launched help desk to a top rating from customer satisfaction surveys from customers who called for help with software problems, printer bugs, hardware failures and network maintenance.
  • Created a positive work environment by encouraging employee growth through recognition programs and fostering teamwork for effective communication between departments to solve customer problems.

Help Desk Manager Resume Sample 11

  • Supported individual and department efforts by providing outstanding customer service.
  • Assisted in developing and implementing new systems, policies, procedures and technology.
  • Directly assisted in upgrading all three of the departments servers.
  • Maintained all daily guidelines on employee actions to maintain up-to-date functional knowledge of department policies and procedures.
  • Respected personal time, worked overtime only when necessary, or at least two days per month during the year.

Help Desk Manager Resume Sample 12

  • Redesigned existing tracking procedures to better manage incoming calls and phone queue of the help desk for the support of over 120 users and 10 servers.
  • Developed a training manual as a result of job redesign, increasing skills and confidence of new and current employees.
  • Increased departmental technical knowledge through online training sessions after redesigning the call tracking procedures.
  • Collaborated with team members and managers to identify, research, and implement technical software solutions according to ticket priority levels in order to maintain optimal performance efficiency levels.
  • Recognized for increasing customer satisfaction levels by 33.7%.

Wrap Up

A high school diploma is required for this position, but some college work in IT is preferred. Skills needed are self-motivation, management skills, supervisory skills, strict attention to detail, listening skills, proficiency in MS Office applications, being well-spoken, and ability to resolve conflicts.

Resumes are a crucial aspect of any job search. In order to make a good first impression, it is important that your resume be formatted and written professionally. To create the perfect resume, think about what skills and qualities you want your future employer to see.

Hope these samples gave you an idea of what your resume should look like and some tips on how to make sure that your resume stands out from the rest.


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