Use This Template
Build your resume in 15 minutes
Give yourself the best chance of standing out from the
competition!
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.
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
Do you already have a resume? Use our PDF converter and edit your resume.
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
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
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
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
Not in love with this template? Browse our full library of resume templates
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.
1
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
2
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
3
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
4
service desk manager
- Adhoc project management
- Responsible for all departmental reports
- Managing co-ordination of Vendor relationships
- Reviewing SLA’s and adherence thereof
5
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.
Adam Smith 768 Pinecrest Avenue, Erlanger, KY 41051
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
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
[email protected]
Dave Foster
Showcase your most significant accomplishments and qualifications with this cover
letter.
Personalize this cover letter in just few minutes with our user-friendly tool!
Related Resumes & Cover Letters
FIND EVERYTHING YOU NEED HERE.
IF YOU HAVE QUESTIONS, WE HAVE ANSWERS.
4 Ways a Career Test Can Jump-Start Your Future (and Help Your Resume)
If you’re looking for a fresh path or a new passion, a career test could help you find it. You can take these tests online, in the comfort of your...
Avoid These 3 Resume Mistakes at All Costs
Your resume is your first impression for a prospective employer. The way you present yourself in that little document can make or break you – it can clinch you an...
Resume Design Tips and Tricks
Creating a resume that stands out from the rest doesn’t have to be rocket science. With just a few tips and tricks, you can make your professional resume a shining...
Build your Resume in 15 minutes
Give yourself the best chance of standing out from the
competition!
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.