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service desk manager

  • Coordinating and collaborating  with other professionals, such as contractors, engineers, and internal colleagues, to ensure job success.
  • Being one of the first people within the organisation to attain the SAFe Agilist accreditation
  • Attaining the CDFOM (Certified Data Center Facilities Operations Manager) certification. This is a highly respected accreditation within the DCI (Data Center Infrastructure) management space.
  • Being appointed as one of the 3 System Administrators within the organisation for the Service Now call management platform
  • Attending the Service Now System Administration course (for the Helsinki version)
  • Being one of the key role players on a project to implement Service Now within the organization
  • Maintaining customer satisfaction through close relationship management for key clients

service desk manager (operations)

  • Managing a team of  Technical Service Co-ordinators  and 1st Line Engineers : 1st Line Troubleshooting, service and administrative support on Voice (GSM and VoIP), Data, Fax, SMS, Video Conferencing, PBX, TMS
  • Recruitment, Training, Coaching, and skills development of staff
  • Assisting in development of Service Level Agreements and customer service processes
  • Handling customer escalations: face-to-face, telephonically and via email
  • Reporting to management on maintenance efficiencies
  • Overseeing planning of  field engineers’ schedules
  • Reporting on field engineers’ productivity

service desk manager

  • Setting specific customer service standards from zero and modifying old ones for current needs Working as primary contact on different projects
  • Managing staff of engineers and admins for different projects requests
  • Cultivating a positive working environment for all staff to work in. Keeping accurate statistical information and records.
  • Discuss Business requirements with end users and functions, make cost/business impact predictions Process and plan service requests
  • Ensuring procedures and SLAs met
  • Developing, implementing and managing Service Desk workflow

service desk manager

  • Adhoc project management
  • Responsible for all departmental reports
  • Managing co-ordination of Vendor relationships
  • Reviewing SLA’s and adherence thereof

service desk manager

  • Service Delivery Projects quality assurance
  • Project management of new roll outs (new products, site reviews, site audits, etc)