Help Desk Manager Resume Guide

Help desk managers’ primary responsibility is to ensure that the help desk runs smoothly and efficiently. They are responsible for hiring, training, and supervising help desk staff as well as developing and implementing procedures. In addition, they work closely with other department managers to resolve issues and improve customer service.

Your experience managing a help desk makes you the perfect candidate for any company’s IT department. However, hiring managers don’t know who you are or about your qualifications. You must put together a resume highlighting your skills and achievements to get their attention.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Help Desk Manager Resume Sample

Gustave Sauer
Help Desk Manager

[email protected]
909-796-2738
linkedin.com/in/gustave-sauer

Summary

Determined help desk manager with 12+ years of experience in customer service and technical support. Expertise in managing help desks for large organizations with up to 500 employees. Proven ability to troubleshoot hardware, software, and networking issues. Recognized for providing superior customer service, reducing operational costs, and increasing employee satisfaction.

Experience

Help Desk Manager, Company ABC
Sunnyvale, Jan 2018 – Present

Reduced customer wait times by 35% after implementing a new ticketing system.
Competently resolved over 500 customer inquiries and problems per day via phone, email and live chat.
Facilitated remote desktop support sessions to provide technical assistance to customers.
Streamlined the help desk operations by developing new Standard Operating Procedures.
Trained and mentored 3 new help desk analysts on company policies and procedures.

Help Desk Manager, Company XYZ
Phoenix, Mar 2012 – Dec 2017

Presented complex technical issues to non-technical staff and upper management in a concise and easy-to-understand manner.
Actively participated in help desk ticket triage, ensuring that high priority tickets were escalated and resolved in a timely manner.
Achieved an 85% first contact resolution rate, exceeding the Help Desk’s target of 80%.
Improved customer satisfaction scores by 15%, following the implementation of new customer service protocols.
Structured the Help Desk’s shift schedule to ensure adequate coverage during peak times, resulting in a 20% decrease in abandoned calls.

Skills

Troubleshooting
Technical Support
Active Directory
Windows 7
Networking
Windows Server
Team Leadership
Computer Hardware
Windows

Education

Bachelor of Science in Computer Science
Educational Institution XYZ
Nov 2011

Certifications

CompTIA A+
CompTIA Network+
CompT
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

The summary/objective at the top of your resume is like an elevator pitch – it should be brief but give the employer a good overview of your skills as a help desk manager.

In this section, you could mention how many years of experience you have managing help desks, the size of teams you have managed, and what your average customer satisfaction rating is.

Below are some resume summary examples:

Driven Help Desk Manager with 9+ years of experience managing support staff and end-user ticketing systems. At previous companies, oversaw teams of up to 8 technicians responsible for desktop, laptop, and mobile device support. Track record of reducing support requests by 21% on average through process improvements and technician training.

Passionate help desk manager with 7+ years of experience managing help desks for small to medium-sized businesses. At XYZ, managed a team of 15 support staff who provided phone and email support to customers. Implemented a new ticketing system that reduced average call times by 20%. Recognized as the “Employee of the Month” 3 times for providing outstanding customer service.

Energetic help desk manager with 6+ years of experience managing a team of 15 customer service and technical support representatives. Proven ability to resolve conflict, coach employees, and deliver quality results under pressure. In previous roles improved first call resolution rate by 12% and reduced customer wait time by 34%. Hoping to bring this same level of dedication and excellence to resolving the IT issues at ABC Corporation as your next help desk manager.

Amicable and experienced help desk manager with 4+ years of experience in customer service and technical support. Managed a team of 12 during the launch of new products, services, and features. Experienced in training staff on company IT systems and handling escalated customer issues. Achieved an 85% satisfaction rating from customers for providing prompt resolution to their inquiries.

Seasoned help desk manager with 10+ years of experience managing help desk staff and developing customer support strategies. Proven ability to improve team productivity by 35% while reducing customer churn rates by 27%. In previous roles, successfully completed assigned tasks within budget and schedule constraints 90% of the time. Eager to join XYZ Corporation as the next help desk manager to drive Help Desk operations for North America.

Skilled help desk manager with over 8 years of experience in technical support and customer service. Managed a team of up to 18 technicians responsible for providing Tier 1 and 2 support. Demonstrated ability to defuse difficult customer situations and effectively communicate complex technical information to non-technical staff and customers. At ABC, oversaw the implementation of a new help desk ticketing system that improved efficiency by 30%.

Accomplished help desk manager with 7+ years of experience leading remote and on-site teams of up to 15 technicians. In previous positions, recognized for providing clear and concise direction that resulted in an average improvement in departmental KPIs by 23%. At ABC Corporation, boosted team morale through regular one-on-one check-ins which increased employee satisfaction ratings by 15%.

Talented Help Desk Manager with expertise in managing help desk ticketing systems and customer support teams. Proven ability to improve efficiency by developing new workflows and implementing process improvements. Strong analytical skills used to identify trends and recommend solutions. Exceptional communicator able to build strong relationships with customers, vendors, and employees.

Proficient IT help desk manager with more than five years of experience in managing teams of up to 10 technicians. Proven ability to lead and motivate team members to provide timely and efficient support. Track record of reducing ticket volume by 30+% through automation and process improvements. Experienced in providing training and development opportunities for staff.

2. Experience / Employment

In the experience/employment/work history section, you will want to provide an overview of the jobs you have held in the past. This section should be written in reverse chronological order, which means your most recent job is listed at the top.

When describing what your responsibilities were and what you accomplished, use bullet points. Doing so allows for a quick and easy read. Be sure to go into detail about what you did and any quantifiable results that were achieved.

For example, instead of saying “Managed help desk team,” you could say, “Successfully managed a team of 10 customer service representatives who provided Tier 1 support for 300+ customers daily.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Managed
Supervised
Trained
Hired
Scheduled
Coordinated
Resolved
Escalated
Monitored
Reported
Analyzed
Improved
Streamlined
Implemented
Automated

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Demonstrated
Developed
Expedited
Facilitated
Formulated
Introduced
Mentored
Optimized
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Structured
Utilized

Below are some example bullet points:

Participated in monthly help desk meetings, providing input on process improvements and relaying customer feedback to the IT team.
Resolved an average of 75% of all support tickets within 24 hours, often going above and beyond to research complex issues and find innovative solutions.
Reliably responded to after-hours emergencies, addressing critical system outages and ensuring that business operations could resume as quickly as possible.
Optimized the help desk ticketing system by streamlining workflows and automating repetitive tasks; reduced ticket backlog by 30%.
Reorganized the knowledge base articles, making it easier for customers to find answers to their questions without needing to submit a ticket.

Escalated complex customer inquiries and problems to senior staff when necessary, providing clear and concise explanations of the issue at hand.
Substantially reduced average call waiting times from 5 minutes to 2 minutes by optimizing staffing levels and managing breaks more effectively.
Analyzed customer service data on a monthly basis to identify areas for improvement; introduced new policies and procedures based on findings.
Introduced a new training program for all new hires which decreased onboarding time by 50%.

Compiled daily, weekly and monthly reports on Help Desk activity, outlining successes, areas for improvement and recommendations for management.
Assessed the impact of Help Desk decisions and changes on other departments within the company; communicated updates to relevant parties in a timely manner.
Represented the Help Desk at interdepartmental meetings, assisting with brainstorming sessions and providing input on potential process improvements.
Accurately documented all incidents in the ticketing system according to established protocols; updated records on a regular basis to ensure accuracy.
Formulated creative solutions to customer inquiries and problems, utilizing available resources in an efficient and effective manner.

Automated some help desk operations, resulting in a 15% increase in efficiency.
Trained and supervised a team of 8 help desk agents, ensuring that all SLAs were met.
Mentored junior staff members on troubleshooting techniques and customer service best practices.
Thoroughly investigated and resolved complex technical issues within 24 hours on average.
Documented all procedures and created detailed knowledge base articles for future reference.

Independently hired, trained and supervised a team of 8 customer service representatives.
Revised the help desk’s ticketing system, increasing efficiency by 20%.
Coordinated with other departments to resolve technical issues in a timely manner.
Monitored help desk metrics and performance indicators on a daily basis, making necessary adjustments to staff assignments and schedules as needed.
Successfully completed over 1,000 trouble tickets per month on average.

Managed a team of 15 Help Desk Analysts, providing guidance and mentorship to ensure optimal performance and customer satisfaction.
Spearheaded the implementation of a new ticketing system which resulted in a 40% decrease in average resolution time for reported incidents.
Prepared monthly reports detailing Help Desk activity metrics and shared with senior management to drive process improvements.
Successfully resolved complex technical issues for VIP customers while maintaining high levels of customer satisfaction (CSAT scores consistently above 90%).
Demonstrated excellent problem-solving skills by quickly identifying root cause of incidents and implementing preventive measures to avoid future occurrences.

Scheduled and assigned tasks to the help desk team of 4 technicians, ensuring that all issues were resolved in a timely and efficient manner.
Developed new processes and procedures for the help desk which reduced call times by an average of 2 minutes per call.
Reported directly to the IT Manager on a daily basis, providing updates on open tickets, staff performance and areas for improvement.
Proficiently handled Tier 1 support requests relating to password resets, email account setup/configuration, printer connectivity and basic software troubleshooting; escalated more complex issues to the appropriate team member.
Utilized Ticketmaster system to log all incoming calls, track progress of each ticket and update clients on expected resolution timeframes; closed over 95% of tickets within 24 hours.

3. Skills

Skills that are relevant for a help desk manager position will vary depending on the company, industry, and specific job requirements. However, some skills that are commonly required or desired for this role include excellent customer service skills, strong written and verbal communication abilities, multitasking and time management skills, as well as technical knowledge of various computer applications and programs.

Including a mix of both hard and soft skills in your resume’s Skills section is always a good idea. This gives employers a better sense of not only what you’re capable of doing but also how you would fit into their company culture.

Below is a list of common skills & terms:

Active Directory
Computer Hardware
Help Desk Support
Information Technology
Microsoft Exchange
Network Administration
Networking
Process Improvement
Servers
Software Documentation
Software Installation
System Administration
Team Leadership
Technical Support
Troubleshooting
Vendor Management
Windows
Windows 7
Windows Server
Windows XP

4. Education

Mentioning your education on your resume will depend on how far along you are in your career. If you just graduated and have no professional experience, mention your education below your resume objective. However, if you have been working in the customer service field for years and at multiple companies with plenty of different responsibilities to showcase, omitting the education section is perfectly fine.

If including an education section, mention relevant coursework, such as “Courses included help desk management principles and practices, call center operations and management.”

Bachelor of Science in Computer Science
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications demonstrate to employers that you have the skills required to do the job. They also show that you are committed to your professional development and keeping up-to-date with industry advancements.

If you have any relevant certifications, include them in this section of your resume so that hiring managers can see at a glance that you possess the necessary skills for the role.

CompTIA A+
CompTIA Network+
CompT
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Gustave Sauer, this would be Gustave-Sauer-resume.pdf or Gustave-Sauer-resume.docx.

7. Cover Letter

Including a cover letter as part of your job application is a great way to give potential employers a more complete picture of who you are and what you have to offer.

A cover letter typically contains 2-4 paragraphs and highlights information that isn’t already mentioned in your resume. It’s an opportunity for you to explain why you’re the best candidate for the role, and how your skills and experience can benefit the company.

Below is an example cover letter:

Dear Issac,

I am writing to apply for the Help Desk Manager position at XYZ Corporation. With more than eight years of experience managing help desks and providing technical support, I am confident I can exceed your expectations in this role.

In my current role as Help Desk Manager at ABC Company, I manage a team of 12 technicians who provide support to more than 1,000 users across the company. I have successfully reduced ticket volume by 30% through process improvements and automation initiatives. In addition, I have established relationships with key stakeholders throughout the organization to ensure our help desk is meeting their needs.

I am also well-versed in a variety of technical tools and platforms including ServiceNow, Salesforce, Zendesk, and Jira. My ability to quickly learn new systems will be an asset as you continue to implement new technologies at XYZ Corporation.

Lastly, I have a proven track record of developing strong teams that provide excellent customer service. My team has consistently received high marks on customer satisfaction surveys for our responsiveness and professionalism. Under my leadership, they have also been recognized as one of the top performing teams in the company for first contact resolution rates and average handle time per call.

Thank you for your consideration; I look forward to speaking with you soon about this opportunity.

Sincerely,

[Your name]