Helpdesk Manager
Writing a great helpdesk manager resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.
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If you're looking for inspiration when it comes to drafting your own helpdesk manager resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the helpdesk manager job you're after.
Resume samples
Marti Kudrna
marti.kudrna@gmail.com | (174) 080-7199 | Detroit, MI
Summary
I have over 5 years of experience in Help Desk Management and am knowledgeable in a variety of software programs. I am able to provide excellent customer service, as well as resolve technical issues quickly and efficiently. I possess strong leadership qualities and enjoy working with a team to ensure that all tasks are completed accurately and on time.
Experience
Helpdesk Manager at Help Desk Manager: ManageEngine ServiceDesk Plus, MIMar 2022 - Present
- Successfully implemented a helpdesk ticketing system that resulted in decreased call wait times by 20%.
- Successfully coordinated with the IT team to resolve 100% of tickets within 24 hours.
- Trained and supervised 4 new Helpdesk technicians, resulting in increased efficiency by 25%.
- Created user manuals and documentation which helped reduce support calls by 15%.
- Conducted monthly meetings with department heads to collect feedback and address concerns regarding technology needs, which improved customer satisfaction ratings by 10%.
Helpdesk Supervisor at , MIJul 2017 - Mar 2022
- Created and implemented a new helpdesk ticketing system which resulted in a decrease of ticket backlog by 25%.
- Implemented a new training program for all incoming helpdesk agents, resulting in a 20% reduction in average handle time.
- Led the team to achieve an 85% first contact resolution rate.
- Developed and implemented standard operating procedures for the helpdesk, resulting in increased efficiency and productivity.
- Won “Employee of the Month” 3 times.
Education
Associate's Degree in Computer Science at Grand Valley State UniversitySep 2013 - May 2017
I have learned programming, software engineering, and computer systems.
Skills
- Help Desk
- Technical Support
- Customer Service
- ITIL
- Networking
- Active Directory
- Windows Server
Reona Sturlaugson
reona.sturlaugson@gmail.com | (606) 455-7136 | New York, NY
Summary
I have over 5 years of experience as a Helpdesk Manager. I am responsible for managing the day-to-day operations of the helpdesk, including supervising staff, monitoring ticket queues, and ensuring SLAs are met. I have also implemented several process improvements that have resulted in increased efficiency and customer satisfaction. In addition to my technical skills, I possess excellent interpersonal and communication skills which allow me to effectively manage both customers and team members.
Experience
Helpdesk Manager at ServiceNow, NYApr 2022 - Present
- Reduced help desk ticket volume by 35% through process improvements.
- Achieved a customer satisfaction rating of 95%.
- Implemented new self-service portal that decreased support calls by 20%.
- Cut mean time to resolve (MTTR) from 2 hours to 30 minutes.
- Trained and developed 4 team members, who were promoted to senior positions within 6 months.
Helpdesk Supervisor at SolarWinds MSP Manager, NYJul 2017 - Mar 2022
- Led a team of 12 helpdesk analysts in providing Tier 1 and 2 support for over 2000 users.
- Implemented new ticketing system which led to a 15% decrease in average resolution time.
- Created training program for new hires which decreased onboarding time by 50%.
- Wrote custom scripts to automate various tasks, resulting in an annual savings of $15,000.
- Negotiated service contract with vendors which resulted in a 20% cost reduction.
Education
Associate's Degree in Computer Science at Columbia UniversitySep 2013 - May 2017
I have learned programming, software engineering, and computer science principles.
Skills
- Help Desk
- Technical Support
- Customer Service
- ITIL
- Networking
- Active Directory
- Windows Server