Help Desk Team Leader Resume

Ensuring the company is complying with the Service Level Agreements (SLAs), and the team is providing satisfactory customer service are the core responsibilities of a help desk team leader. To meet the expectations of customers, the leader has to monitor calls received and made by the team and the number of issues successfully handled. This duty is essential to ensure customer are satisfied with the service and they are provided accordingly to their expectations.

This job required IT qualification, good communication skills, managerial abilities, and team leading qualities. As the job is to provide technical support to clients, holding strong technical knowledge is compulsory. If you do possess all these attributes, this sample resume is the first thing you will need.

Help Desk Team Leader Resume Example

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Duane B. Castillo
249 Florence Street
Greenville, TX 75401
Phone: 903-455-5759
Email: dbcastillo@anymail.com

Career Objective:

To work as a help desk team leader and provide the best technical support service to clients utilizing my technical skills and experience in handling a team.

Summary of Skills:

• Knowledge of Windows, Linux, and Unix operating systems
• Skilled in troubleshooting software and hardware problems
• Excellent communication and customer service skills
• Familiarity with HDI Management concepts and ACD systems
• Good leadership qualities and organizational skills
• Strong analytical, coordination, and interpersonal skills

Work Experience:

Help Desk Team Leader
Net Software Inc., Greenville, TX
July 2012 - Present

• Ensure prompt and effective customer service is provided to clients
• Monitor call handling timing, email and voice mail
• Explain the Service Desk procedures and processes to agents
• Review and remove bottlenecks hampering delivery of customer service
• Monitor team performance and perform evaluation at regular intervals
• Respond to emails and incoming calls and solve queries
• Keep a watch on the number of breaks taken by the team
• Apply a code of conduct to be followed at the service station
• Recruit and train Service Desk employees

Help Desk Executive
Manpower Solutions, Greenville, TX
May 2010 to June 2012

• Built a customer service culture and motivated the help desk team
• Solved various technical escalated issues single handedly
• Develop an effective and fast complaint handling process
• Promoted efficiency and communications excellent through constant monitoring
• Tracked performance metrics and evaluated team
• Analyzed service delivery performance metrics and drafted reports
• Conducted customer satisfaction survey and improved processes

Education:

• Bachelor's Degree in Computer Science
  ABC University, Greenville, TX
  2009

References:

On request.