Service Desk Manager Resume Guide

Service Desk Managers are responsible for overseeing the daily operations of a service desk. They ensure that staff members provide excellent customer service, coordinate resources and manage help desk tickets. Additionally, they monitor system performance and analyze data to recommend process improvements, while also providing technical support when needed.

As a service desk manager, you have the ability to organize and manage customer support systems with ease. But potential employers won’t know this until they read your resume. To get them interested in what you can do, make sure your resume stands out from the crowd.

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

Service Desk Manager Resume Sample

Isom Gutmann
Service Desk Manager

[email protected]
889-637-8698
linkedin.com/in/isom-gutmann

Summary

Skilled service desk manager with 10+ years of experience providing technical support. Proven track record in driving excellent customer service, reducing downtime, and increasing operational efficiency. Experienced in managing remote teams and leading change initiatives to ensure SLAs are met or exceeded within tight deadlines. Passionate about delivering outstanding user experiences through effective problem solving and creative solutions for the benefit of customers.

Experience

Service Desk Manager, Employer A
Madison, Jan 2018 – Present

Mentored a team of 10 service desk agents in providing superior customer service, resulting in an 80% increase in client satisfaction ratings.
Reorganized the call center workflow and implemented new systems that improved response times by 60%, reducing average wait time from 15 minutes to 6 minutes per call.
Represented the company at various events, trade shows and conferences; consistently received positive feedback for polished presentations on quality assurance initiatives across departments.
Revised internal helpdesk procedures & policies leading to a 40% reduction in support costs over 3 months while maintaining high standards of accuracy & efficiency throughout all tasks performed by staff members under my supervision.
Diligently managed daily operations related to resolving technical issues reported via phone/email/chat, escalating training needs as required and ensuring resolution within 24 hours or less for all customers inquiries submitted through the system platform.

Service Desk Manager, Employer B
Fontana, Mar 2012 – Dec 2017

Developed and implemented customer service protocols that resulted in a 20% decrease in wait time and improved overall customer satisfaction ratings by 15%.
Participated actively in the training of 50+ team members on effective communication skills, problem solving strategies and technical support processes; earned recognition as an exceptional trainer from senior management.
Demonstrated exemplary leadership capabilities while managing 10 frontline staff to ensure outstanding quality of services was provided at all times; successfully solved over 200 difficult customer inquiries each month with minimal supervision.
Structured daily operations more efficiently through automation systems, resulting in 40 hours saved per week for the Service Desk department without compromising on quality or performance standards set by the company.
Resourcefully managed resources across multiple departments to provide timely resolution of critical IT issues within expected SLAs (Service Level Agreements); achieved 99% success rate when resolving escalated cases before deadlines were due.

Skills

Active Directory
Technical Support
Troubleshooting
ITIL
IT Service Management
Windows Server
Team Leadership
Windows 7
Networking

Education

Bachelor of Science in Information Technology
Educational Institution XYZ
Nov 2011

Certifications

ITIL 4 Foundation
IT Service Management Forum (itSMF)
May 2017

1. Summary / Objective

Your resume summary/objective should provide the hiring manager with a snapshot of your qualifications and experience as a service desk manager. Include information such as how many years you have been in this role, any certifications or awards you have received, and the number of customer issues you have successfully resolved. Additionally, mention any specific software programs or technologies that are relevant to your expertise.

Below are some resume summary examples:

Committed service desk manager with over 5 years of experience working in multi-site IT environments. Skilled at delivering excellent customer service and troubleshooting technical issues quickly and efficiently, without compromising quality or accuracy. At XYZ, managed a team of 15 technicians to provide 24/7 support for all departments within the company. Successfully reduced response time by 40% while increasing overall customer satisfaction ratings by 20%.

Proficient service desk manager with 8+ years of experience in providing technical support, troubleshooting hardware and software issues, and managing the helpdesk. At XYZ I managed a team of 10 IT professionals to provide timely responses to customer inquiries. Oversaw the implementation of an automated ticket system that reduced average response times from 3 days to 1 hour. Experienced in documenting processes for improved efficiency and user satisfaction.

Energetic service desk manager with a proven track record of managing end-user support teams. 5+ years of experience in IT service delivery, incident management and customer satisfaction. Successfully implemented process improvements that reduced incoming ticket resolution time by 25%. Seeking to join ABC Tech as the next Service Desk Manager to drive operational excellence and improve customer service levels.

Professional service desk manager with 9+ years of experience leading teams in resolving customer inquiries and technical issues across multiple channels. Proven track record of increasing customer satisfaction by 15% while decreasing resolution time by 20%. Seeking to join ABC Tech as the new Service Desk Manager, where I can use my extensive knowledge and expertise to further improve support processes.

Diligent service desk manager with 8+ years of experience managing helpdesks and delivering excellent customer service. Proven track record of implementing successful IT processes, reducing downtime costs, and increasing staff efficiency by 15%. Seeking to leverage my strong problem-solving skills and technical expertise at ABC Corporation in order to provide top-notch support for their customers.

Accomplished service desk manager with 8+ years of experience in providing excellent customer service and technical support. Proven track record of effectively leading teams to provide 24/7 IT helpdesk services, develop detailed reports, improve response times by 28%, and reduce customer complaints by 20%. Seeking a Service Desk Manager role at ABC Corporation to utilize my leadership skills.

Passionate service desk manager with 5+ years of experience in managing service desks and providing customer support. Proven track record of reducing call times by up to 20% while increasing customer satisfaction ratings to over 90%. Demonstrated ability to lead a team of remote technicians, troubleshoot complex technical issues, and provide exceptional customer service experiences.

Determined service desk manager with 7+ years of experience managing IT help desks and providing first-line support to employees. Seeking the opportunity to join ABC Company in order to leverage expertise in process improvement, team building, and customer satisfaction. At XYZ Inc., successfully managed a 24/7 helpdesk with 90% resolution rate within 2 hours of ticket submission.

2. Experience / Employment

Next comes the work history section, which should be written in reverse chronological order, meaning your most recent role is listed first.

In this section, you want to provide details on what you did and the results achieved. Stick primarily to bullet points; doing so makes it easier for the reader to take in all of the information quickly. When writing each point, make sure that it conveys something meaningful about your work experience and accomplishments.

For example, instead of saying “Managed service desk,” you could say, “Oversaw day-to-day operations of a 24/7 helpdesk team with 10+ members; successfully reduced customer wait times by 20% within 6 months.”

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

Other general verbs you can use are:

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

Below are some example bullet points:

Prepared detailed weekly work schedules for a team of 10 service desk employees, ensuring that customer demand was always met and workloads were balanced across the department.
Coordinated with supervisors to troubleshoot technical issues and provide recommendations on how best to improve overall efficiency of the service desk operations; successfully reduced response time from 70 minutes to 25 minutes per query.
Assessed customer feedback surveys regularly in order to identify areas for improvement within the organization; initiated process changes which resulted in an 8% increase in customer satisfaction ratings over 6 months period.
Meticulously monitored staff performance, providing timely guidance and support when needed; trained 5 new hires on relevant IT systems & processes as they joined the team over 3-month period resulting in seamless integration into existing workflow structure.
Reduced resolution time by 20%, allowing customers’ queries/complaints to be addressed more quickly while consistently meeting quality standards set forth by management guidelines at all times.

Improved customer service response times by 30% and resolved over 1,000 customer complaints in the last year.
Utilized advanced problem-solving skills to troubleshoot and quickly resolve technical issues for customers via phone, email or chat support systems.
Optimized processes to reduce wait time for customers when contacting the service desk; achieved a reduction of 45 minutes per call on average during peak hours of operation.
Effectively managed a team of 10+ agents providing quality customer care services across various platforms; trained new staff members in all aspects of job duties within two weeks from hire date each quarter.
Advised clients regarding product compatibility & functionality according to their individual needs while adhering strictly to company policies at all times throughout issue resolution process.

Presented exemplary customer service to over 500 patrons daily, increasing overall satisfaction ratings by 15%.
Formulated a comprehensive policy manual and training protocols for new hires in order to set standards of excellence in customer care; reduced call-back rates from customers by 10%.
Spearheaded the implementation of an automated ticketing system which streamlined the workflow process, resulting in improved response times and decreased wait time on calls by 20%.
Introduced various strategies such as cross-training staff members and utilizing knowledge base repositories that enabled more efficient resolution of customer inquiries within 24 hours or less.
Thoroughly investigated all complaints filed against client services personnel with integrity and fairness, resolving issues between parties quickly while preserving excellent working relationships among employees at all levels.

Streamlined the service desk operations and processes, resulting in a 25% increase in customer satisfaction ratings.
Facilitated daily review meetings with the team to monitor performance, hold weekly training sessions to discuss new procedures and maintain high standards of customer service.
Achieved an average response time of 12 minutes or less for all incoming requests; handled over 2,000 calls per month while maintaining excellent quality control records.
Expedited resolution times by implementing innovative solutions such as automated ticketing systems that improved workflow efficiency by 15%.
Substantially reduced backlogs from 5 days to 1 day on average through effective resource management strategies; cut costs related to overtime pay by 30%.

3. Skills

Even though two organizations are hiring for the same role, the skillset they want an ideal candidate to possess could differ significantly. For instance, one may be on the lookout for an individual with experience in ITIL frameworks and the other for someone with knowledge of customer service best practices.

The skills section of your resume should be tailored to each job that you are applying for, as this will help you stand out from the competition. It is also important because many companies use applicant tracking systems which scan resumes for certain keywords before passing them on to a human.

Once listed here, it’s beneficial to discuss these skills further in other sections such as your summary or work experience; this way employers can get an even better understanding of how well-suited you are for the role they’re offering.

Below is a list of common skills & terms:

Account Management
Active Directory
BlackBerry Enterprise Server
Business Analysis
Business Process Improvement
Call Centers
Change Management
Citrix
Cloud Computing
Computer Hardware
Customer Satisfaction
DNS
Data Center
Disaster Recovery
Group Policy
Hardware
Help Desk Support
IT Management
IT Operations
IT Service Management
IT Strategy
ITIL
ITIL Certified
Incident Management
Information Technology
Integration
Laptops
Managed Services
Microsoft Exchange
Microsoft SQL Server
Network Administration
Network Security
Networking
Office 365
Operating Systems
Problem Management
Process Improvement
Program Management
Project Delivery
SLA
SQL
Security
Servers
Service Delivery
Service Desk
Service Desk Management
Service Management
SharePoint
Software Documentation
Software Installation
Stakeholder Management
System Administration
System Deployment
Team Leadership
Team Management
Teamwork
Technical Support
Telecommunications
Time Management
Troubleshooting
VMware
VPN
Vendor Management
Virtualization
Visio
Windows
Windows 7
Windows Server
Windows XP

4. Education

Including an education section on your resume will depend on how far along you are in your career. If you just graduated and have little to no work experience, mention your education below your resume objective. However, if you have been working as a service desk manager for years with plenty of responsibilities to showcase, omitting the education section is perfectly fine.

If an education section is included, try to mention courses or subjects related to the service desk job such as customer service management or IT support fundamentals that could be useful for this position.

Bachelor of Science in Information Technology
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are a great way to demonstrate your knowledge and proficiency in a certain field. They can give you an edge over other applicants who may not have the same level of expertise or experience as you do.

Including certifications on your resume is important, especially if they are relevant to the job that you’re applying for. It shows potential employers that you have taken initiative to stay up-to-date with industry standards and trends, which could make all the difference when it comes time for them to hire someone.

ITIL 4 Foundation
IT Service Management Forum (itSMF)
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 Isom Gutmann, this would be Isom-Gutmann-resume.pdf or Isom-Gutmann-resume.docx.

7. Cover Letter

Providing a cover letter with your job application is a great way to stand out from the competition and impress potential employers. It should be made up of 2-4 paragraphs, separate from your resume, which explain why you are an ideal fit for the role.

Cover letters also give you the opportunity to go into more detail about yourself than what can fit in a resume. This allows recruiters to get better insight into who you are as a person and professional which could potentially increase your chances of getting hired.

Below is an example cover letter:

Dear Dominic,

I am writing to apply for the Service Desk Manager position at XYZ Company. As a service desk manager with over 10 years of experience managing teams of customer service professionals, I have the skills and knowledge necessary to excel in this role. In my previous positions, I have successfully implemented customer service best practices that have resulted in improved customer satisfaction scores and increased efficiency.

In my current position as Service Desk Manager at ABC Company, I manage a team of 15 customer service representatives who handle incoming calls and emails from customers. I have successfully implemented several process improvements that have reduced average call times by 30%. In addition, I regularly conduct training sessions for new hires and provide coaching and feedback to existing team members.

I am confident that I can bring the same level of success to XYZ Company as your Service Desk Manager. My experience managing teams of customer service representatives, combined with my strong leadership skills, makes me an ideal candidate for this position. I look forward to speaking with you soon about how I can help improve your company’s customer service operations.

Sincerely,

Isom