5 Amazing service desk manager Resume Examples (Updated 2023) + Skills & Job Descriptions

service desk manager

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service desk manager: Resume Samples & Writing Guide

Employment history

Lead Service Desk Manager, Amazon Seattle, Washington

February 2022 – Present

Ensure service desk team is providing excellent customer service
Maintain up-to-date knowledge of current IT trends and technologies
Develop, maintain, and report on service desk metrics

Associate Service Desk Manager, Microsoft Redmond, Washington

July 2021 – January 2022

Monitor, track, and resolve all service desk requests
Develop, maintain, and report on service desk metrics
Develop and implement strategies to improve service desk operations

Junior Service Desk Manager, Intel Santa Clara, California

January 2021 – June 2021

Develop and implement service desk procedures, policies, and standards
Monitor and evaluate service desk performance
Establish and maintain relationships with internal and external customers

Education

University of California, Berkeley, California

Bachelor of Science in Computer Science, November, 2020

Skills

Innovation

Public Speaking

Decision Making

Problem Solving

Data Backup

Cybersecurity

ITIL

Firewalls

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Professional Summary

Highly experienced Service Desk Manager with a proven track record of success in the Information Technology (IT) field. Proven ability to manage a team of service desk personnel and ensure customer satisfaction in a fast-paced environment.

Employment history

Lead Service Desk Manager, Microsoft Redmond, Washington

July 2012 – Present

Develop, maintain, and report on service desk metrics
Maintain up-to-date knowledge of current IT trends and technologies
Develop and implement service desk procedures, policies, and standards

Service Desk Manager, Oracle Redwood City, California

December 2011 – June 2012

Develop and implement service desk procedures, policies, and standards
Manage and maintain service desk tools, including ticket tracking systems
Monitor, track, and resolve all service desk requests

Junior Service Desk Manager, HP Palo Alto, California

December 2010 – November 2011

Manage and maintain service desk tools, including ticket tracking systems
Ensure service desk staff is adequately trained to handle customer inquiries
Develop and implement strategies to improve service desk operations

Education

University of Texas at Austin, Austin, Texas

Doctor of Philosophy in Cyber Security, November, 2010

University of Texas at Austin, Austin, Texas

Bachelor of Science in Computer Science, November, 2006

Skills

Documentation

Self-Motivation

Negotiation

Networking

Windows Server

Data Backup

VPN

Active Directory

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Employment history

Chief Service Desk Manager, Accenture New York, New York

March 2019 – Present

Ensure service desk team is providing excellent customer service
Proactively identify and address service desk issues
Manage and oversee the service desk team and operations

Service Desk Manager, Intel Santa Clara, California

August 2018 – February 2019

Ensure service desk team is providing excellent customer service
Monitor service desk performance and ensure SLAs are met
Monitor and evaluate service desk performance

Jr. Service Desk Manager, Apple Cupertino, California

March 2017 – July 2018

Proactively identify and address service desk issues
Develop, maintain, and report on service desk metrics
Monitor service desk performance and ensure SLAs are met

Education

Stanford University, Palo Alto, California

Bachelor of Science in Computer Engineering, January, 2017

Skills

Flexibility

Collaboration

Visualization

Strategic Thinking

Data Backup

Troubleshooting

Telecommunications

ITIL

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Employment history

Senior Service Desk Manager, Intel Santa Clara, California

March 2022 – Present

Ensure service desk team is providing excellent customer service
Ensure service desk staff is adequately trained to handle customer inquiries
Manage and oversee the service desk team and operations

Associate Service Desk Manager, Microsoft Redmond, Washington

September 2021 – February 2022

Develop and implement strategies to improve service desk operations
Monitor service desk performance and ensure SLAs are met
Develop and implement service desk procedures, policies, and standards

Jr. Service Desk Manager, HP Palo Alto, California

February 2021 – August 2021

Develop and implement strategies to improve service desk operations
Develop, maintain, and report on service desk metrics
Manage and oversee the service desk team and operations

Education

Georgia Institute of Technology, Atlanta, Georgia

Bachelor of Science in Network Security, December, 2020

Skills

Training

Teamwork

Time Management

Project Management

Mobile Technologies

Network Security

Virtualization

Telecommunications

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Professional Summary

An experienced IT professional with a proven track record of managing Service Desks, providing technical support and delivering exceptional customer service. A reliable leader with a strong ability to develop and motivate teams to succeed.

Employment history

Lead Service Desk Manager, Amazon Seattle, Washington

August 2010 – Present

Develop and implement service desk procedures, policies, and standards
Monitor and evaluate service desk performance
Develop and implement strategies to improve service desk operations

Service Desk Manager, Intel Santa Clara, California

January 2010 – July 2010

Ensure service desk staff is adequately trained to handle customer inquiries
Maintain up-to-date knowledge of current IT trends and technologies
Monitor service desk performance and ensure SLAs are met

Entry Level Service Desk Manager, Oracle Redwood City, California

January 2009 – January 2010

Manage and maintain service desk tools, including ticket tracking systems
Monitor and evaluate service desk performance
Ensure service desk staff is adequately trained to handle customer inquiries

Education

University of Illinois at Urbana, Champaign, Illinois

Bachelor of Science in Information Systems Management, December, 2008

Skills

Financial Management

Leadership

Decision Making

Computer Literacy

System Administration

Help Desk Support

Hardware Support

Active Directory

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service desk manager Job Descriptions; Explained

If you're applying for an service desk manager position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers.

When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

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)

service desk manager Job Skills

For an service desk manager position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few.

Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

Network Security
Cybersecurity
ITIL
Active Directory
Windows Server
Linux
Networking
Troubleshooting
Cloud Computing
Virtualization
System Administration
Scripting
Help Desk Support
Network Administration
Firewalls
Data Backup
VPN
Mobile Technologies
Hardware Support
Telecommunications

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently.

Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

Communication
Interpersonal
Leadership
Time Management
Problem Solving
Decision Making
Critical Thinking
Creativity
Adaptability
Teamwork
Organization
Planning
Public Speaking
Negotiation
Conflict Resolution
Research
Analytical
Attention to Detail
Self-Motivation
Stress Management
Collaboration
Coaching
Mentoring
Listening
Networking
Strategic Thinking
Negotiation
Emotional Intelligence
Adaptability
Flexibility
Reliability
Professionalism
Computer Literacy
Technical
Data Analysis
Project Management
Customer Service
Presentation
Written Communication
Social Media
Troubleshooting
Quality Assurance
Collaboration
Supervisory
Risk Management
Database Management
Training
Innovation
Documentation
Accounting
Financial Management
Visualization
Reporting
Business Acumen
Process Improvement
Documentation
Relationship Management.

How to Improve Your service desk manager Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Employment history

Lead Service Desk Manager, Apple Cupertino, California

February 2022 – May 2022

Monitor service desk performance and ensure SLAs are met
Manage and maintain service desk tools, including ticket tracking systems
Manage and coordinate service desk resources

Associate Service Desk Manager, Intel Santa Clara, California

August 2021 – January 2022

Ensure service desk staff is adequately trained to handle customer inquiries
Proactively identify and address service desk issues
Ensure service desk team is providing excellent customer service

Junior Service Desk Manager, HP Palo Alto, California

August 2020 – July 2021

Establish and maintain relationships with internal and external customers
Proactively identify and address service desk issues
Monitor, track, and resolve all service desk requests

Education

University of Washington, Seattle, Washington

Master of Science in Computer Science, June, 2020

University of Washington, Seattle, Washington

Bachelor of Science in Software Engineering, June, 2016

Skills

Problem Solving

Listening

Risk Management

Written Communication

ITIL

Network Security

Virtualization

Help Desk Support

Provide your Contact Information and Address Year Gaps

Always explain any gaps in your work history to your advantage.

Key Insights

Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.

How to Optimize Your service desk manager Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Employment history

Chief Service Desk Manager, Oracle Redwood City, California

July 2014 – Present

Maintain up-to-date knowlege of current IT trends and technologys
Ensure service desk staff is adequatly trained to handle customer inquirys
Manage and oversee the service desk team and operatonss

Service Desk Manager, Dell Technologies Round Rock, Texas

January 2014 – June 2014

Mange and oversee the service desk team and operations
Mange and coordinate service desk resources
Mange and maintain service desk tools, including ticket tracking systems

Jr. Service Desk Manager, Google Mountain View, California

January 2013 – December 2013

"I went to the store to buy some food
I went to the store too buy some food.

Education

Cornell University, Ithaca, New York

Certified Information Security Manager (CISM), November, 2012

Skills

Self-Motivation

Flexibility

Data Analysis

Presentation

Cloud Computing

Scripting

Network Administration

Hardware Support

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume.

Key Insights

Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
Before submitting your resume, double check to avoid typos.

service desk manager Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an service desk manager position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Lead Service Desk Manager
HP
Palo Alto, California

To the Hiring Team at HP

I am a highly motivated Service Desk Manager with 2 years of experience in Information Technology (IT). I am excited to submit my application for the Lead Service Desk Manager position at HP, where I believe my skills and expertise would be an excellent fit.

As someone who has always been committed to making a positive impact on the world, I have pursued opportunities to contribute to my community through my work wherever I may be. My experience in this field has equipped me with the skills and knowledge necessary to succeed throughout my life and I am confident that they will help me to bring my passion and expertise to your organization and help drive your success.

Thank you for considering my application for the Lead Service Desk Manager role at your organization. I am dedicated to continuous improvement, and elated about the opportunity to join your team and work towards achieving our shared goals together.

Your time is appreciated,
Dave Foster
632-954-4396
fosterdave@mail.com

Dave Foster

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