Help Desk Manager Resume

Help desk professionals are employed in companies to provide the necessary support when their customers face problems in using the products. These professionals work in shifts, answer the queries over emails, phone calls, or in person to solve customers' grievances under the supervision of a help desk manager to carry out their duties. A Help Desk Manager ensures that quality technical support is delivered to clients and end-users to maintain long-term relations with them. He/she carries out a wide range of duties, including plugging-in peripherals to the main system, installing upgraded version of software, troubleshooting networking issues, and delegating tasks among the team members.

The Help Desk Manager ensures that the technical glitches are diagnosed and effectively resolved within limited time. For this, he or she needs to have problem-solving skills, and ability to think out of the box to resolve the critical issues. Moreover, a hiring manager would love to see a prior experience, exceptional communication skills, and leadership qualities in the resume. A strong background in computer science, information technology, or network administration could be a bonus point for this post. To help you with your application, we present a help desk manager resume sample which will act as a reference for your own draft.

For cover letter help, see our Help Desk Manager Cover Letter

Sample Help Desk Manager Resume

Robin T. Davis
2993 Waldeck Street
Arlington, TX 76010
Phone: 634-821-7523
Email: robin.davis@anymail.com

Job Objective:

Highly knowledgeable, certified Help Desk professional with over 5+ years of experience in the field seeking a managerial position with a company to use my strong background in resolving customer complaints.

Summary of Skills:

Comprehensive knowledge of various operating system such as Windows, Linux, and resolving software problems
Strong background in performing peripheral connections, and setting LAN/WAN network at the client side
Capable of diagnosing, troubleshooting and implementing concrete solutions to resolve the hardware, or software glitches
Ability to pay attention to the minute details to understand the root cause of the issue, and suggest effective solutions
Good organizational and managerial skills with multitasking abilities
Team player with excellent written and verbal communication skills

Work Experience:

Help Desk Assistant Manager
Insight Catastrophe Group, Arlington, TX
July 2016 – Present

Participating in the development of strategies for delivering the best networking solutions to 100+ clients
Delegating the tasks to the help desk team and providing technical support for critical issues like hardware malfunction, corrupted software application
Analyzing root cause of networking issues, and troubleshooting LAN connection to identify the problems
Conducting training sessions for newly hired staff, and explaining the ticketing system to resolve issues in the pipeline
Answering 50+ calls per week to help clients and end-users for installing company product
Installing and updating software on company's system to ensure smooth functioning of the projects

Help Desk Specialist
Park Place Technologies, Arlington, TX
October 2014 – June 2016

Handled telephone and email contacts for providing immediate technology support
Collected appropriate information to assist with troubleshooting, and preparing a concise report
Communicated ticket status with the customers and ensured that the problem was solved satisfactorily
Allotted the task duties to a team of 20 help desk professionals, and adhered to daily team goals of resolving issues
Assisted with the testing of software and hardware for evaluating the ease of use
Performed various other duties assigned by the Help Desk Manager

Help Desk Technician
Park Place Technologies, Arlington, TX
April 2013 – September 2014

Troubleshooted and resolved help desk tickets increasing customer satisfaction by 32%
Identified, researched, and resolved technical problems with all LAN-based applications
Provided on-site support to end-users to solve a variety of issues, and responded to the problems on emails or phone calls
Informed supervisor of critical tickets to maintain client relationships
Coordinated with the staff and end-users to assist with the installation of new software or performed required upgrades

Computer Support Assistant (part-time)
Delta Outsource Group, Arlington, TX
August 2011 – March 2013

Maintained an adequate level of knowledge of operating system, and application software to provide high level support to the end users
Installed workstations and printers to the LAN network as requested
Suggested possible alternatives to the clients for resolving complicated issues
Contributed to problem resolution via email, phone or in person, and provided working demos to the end-users
Took responsibility to create and update tickets according to the standard procedures and policies
Answered calls and logged the customer requests in the ticket tracking system

Education:

Bachelor's Degree in Network Administration
University of Texas, Arlington, TX
2011

Certifications:

Google IT Support Professional Certificate, 2013
Help Desk Certificate: Networking Essentials by Microsoft, 2012
CompTIA A+ Certification, 2011

Reference:

On request.