It Support Manager Resume Examples

it support manager

  • Assist with the set up of NRO and being prepared for any support needed
  • Managed all incoming troubleshooting issues via email, tickets, or calls and prioritized via urgency
  • Worked on finding and reviewing vendors for multiple troubleshooting issues
  • Was on call 24/7 for any major incidents
  • Always available for last minute emergencies at restaurants
  • Monitor performance of team members, providing performance feedback

it support manager

  • Build and manage IT support environment including escalation practices to provide efficient and timely support
  • Manage daily operations of IT Service Desk, Field Technicians and applications support.
  • Address complicated support issues that are escalated by team members
  • Manages the End User Support teams with regards to performance evaluations, promotions, training, hiring and disciplinary responsibilities, Evolve and improve the ticketing system based on trends.
  • Coordinate with desktop and telecom technicians to achieve service and project delivery targets.
  • Conduct regular meetings with teams to review status of IT services
  • Assist in policy and procedure development

it support manager

  • Install and perform minor repairs to hardware, software, or networking equipment, following design or installation specifications.
  • Install and perform networking software and equipment such as Windows Server, Cabling, Servers, Setup Router, Switch and Server, Wireless Networking specialist (Cisco Routing and Switching, CCNA, CCNP, LAN/WAN, TCP/IP, VLANS, DHCP). 
  • Interact with Department heads to understand user requirements.
  • Conduct regular meetings with Senior leadership to review trends, issues and gain feedback on support performance.

it support manager

  • Project Manager for IT Deployments.
  • Point of Contact for vendors.
  • Knowledge-base development.
  • Train staff on operational procedures and troubleshooting techniques
  • Create client facing communication to address service outages, system upgrades and general IT informational announcements
  • Gather and analyze metrics to benchmark the end user support team workload/performance and identify trends and issues
  • Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity