Help Desk Supervisor Resume Sample
Gabrielle Gutkowski
7570 Monte Stravenue,
Philadelphia,
PA
+1 (555) 229 6506
Work Experience
Senior Help Desk Supervisor
08/2015
-
PRESENT
San Francisco, CA
- Determine root cause of issues and communicate appropriately to internal and external customers
- Provide department direction consistent with LISI Aerospace’s vision and strategies, and department goals and objectives
- Strong customer service skills, including ability to resolve conflict
- Rapidly assess customer needs and issues, respond with solution where possible, and refer to appropriate technical team for resolution
- Intermediate experience with Windows and Mac operating systems and standard applications in Microsoft Office
- General hardware and software troubleshooting knowledge
- Remain calm during times of increased activity in the department
Help Desk Supervisor
01/2010
-
02/2015
Chicago, IL
- Commitment to work with other I&TS team members to support customers
- Responsible for effective personnel management, development and mentorship of team members
- Aid the Delivery Manager to effectively manage resources to ensure that operational costs are in line with revenue and profitability
- Monitor networks to ensure security and availability
- Maintain integrity of network, servers and security
- Assist with design and deployment of networks and upgrades
- Maintain servers such as Windows file servers, Domain controllers, VPN gateways, intrusion detection systems and back appliances
Enterprise IT Help Desk Supervisor
02/2006
-
10/2009
Dallas, TX
- Serve in on-call rotation with other IT team on evenings and weekends as needed
- Administer virtual and physical servers, routers, switches, firewalls, software deployment, security updates and patches
- Oversee and direct Help Desk Technicians
- Train Technicians and assist with advance resolutions
- Maintain setup and ongoing operations of Help Desk software (Samanage currently)
- Assure Help Desk standards and SLAs are maintained and consistently achieved
- Ensure delivery of quality customer service through performing ticket audits and providing feedback to the Technicians
Education
American Sentinel University
2000 - 2005
Bachelor's Degree in Information Systems
Professional Skills
- Demonstrate strong analytical and problem-solving skills with a close attention to detail
- Excellent writing and image editing skill; strong attention to detail
- Demonstrated written and oral communication skills. Adept at conducting research into project-related issues and products
- Work well in a team-oriented, collaborative environment, utilizing strong customer service skills and a calm demeanor
- Independent analysis and strong problem solving skills
- Utilize excellent verbal, written, and interpersonal communication skills
- HelpDesk qualified with supervisory skills/technical leadership experience
How to write Help Desk Supervisor Resume
Help Desk Supervisor role is responsible for customer, leadership, research, training, microsoft, telephone, mainframe, mac, security, shipping.
To write great resume for help desk supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Help Desk Supervisor Resume
The section contact information is important in your help desk supervisor resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Help Desk Supervisor Resume
The section work experience is an essential part of your help desk supervisor resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous help desk supervisor responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular help desk supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Help Desk Supervisor resume experience can include:
- Train and develop Help Desk Technicians on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested
- Manage the daily operations of the Help Desk by holding the Technicians accountable to schedule adherence, queue management, and Help Desk policies and procedures
- Proven leadership skills to manage help desk staff effectively
- Strong leadership skills and motivational skills are required
- Presents a professional appearance and exhibits excellent interpersonal skills with internal and external clients
- Experience using and administering help desk ticketing system with a proven understanding of industry best practices
Education on a Help Desk Supervisor Resume
Make sure to make education a priority on your help desk supervisor resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your help desk supervisor experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Help Desk Supervisor Resume
When listing skills on your help desk supervisor resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical help desk supervisor skills:
- Effectively resolve escalations and have excellent customer communication skills
- Good computer skills; especially working knowledge of Microsoft Office programs (Excel, Word, Project, Outlook)
- Good organization skills and process-oriented approach
- Assist in determining staffing and skills requirements
- Prior experience working with Center for Medicaid Medicare Service
- Effectively participate in training sessions, presentations, and meetings
List of Typical Experience For a Help Desk Supervisor Resume
1
Experience For IT Help Desk Supervisor Resume
- Work with staff with varying levels of technical experience
- A+ Certification required and/or equivalent combination of relevant education and/or experience
- Experience LAN/WAN technology, and TCP/IP
- Keep Management and 45th SCS Leadership informed of High Priority tickets
- Provides excellent customer service and practices total contact ownership from acknowledgement to closure
- Help Desk experience in an enterprise environment
- Excellent sense of urgency, attention to detail and the ability to triage incidents, problems, tasks, and projects quickly
2
Experience For Enterprise IT Help Desk Supervisor Resume
- Managing assigned projects which include gathering requirements, location walkthroughs, creating rollout plans, researching technology, setting timelines
- Influencing, motivating and guiding a team’s Continuous Improvement mindset
- Scheduling work assignments and supervising personnel
- Planning and managing projects and processes
- Working knowledge of networking and communications protocols, MS Windows 7-10 MS Office
- Tasking of help desk special projects
- Coaching IT Help Desk Level I, Level II, Level III and Shiftleader Technicians
- Working extensively with Outlook and other MS Office products
- Working knowledge of all Microsoft Office applications and Adobe Acrobat 9 Pro
3
Experience For Help Desk Supervisor, Osss Resume
- Representing the IT Service Desk in team meetings
- Responding to customer requests and incidents in a timely and professional manner, being the first escalation point for Lindner faculty, staff and students
- Gathering and analyzing metrics from ServiceNow to benchmark the service desk workload/performance and identify trends
- Using SCCM to push out operating system and other updates to clients in our 95% Windows environment
- Imaging PCs using SCCM and PXE boot
4
Experience For Exam Processing / Help Desk Supervisor Resume
- Managing the hot swap PC stock to enable speedy replacement of faulty equipment
- Supervises two or more employees; responsible for hiring, coaching, training, disciplining, and developing subordinate staff
- Responsible for the hiring activities and fulfilling affirmative action obligations and ensuring compliance with the equal employment opportunity policy
- Plan, propose, and implement new techniques for addressing staff scheduling, performance monitoring and evaluation, and staff retention activities
- A working understanding of Microsoft workstation operating systems
- A working understanding of Microsoft server operating systems
- Manages desktop, laptop and peripheral deployment, including imaging processes and coordination with vendors on any imaging requirements
5
Experience For Credit Union Help Desk Supervisor Resume
- Works independently, adapts to specific situations, resolves problems and deviations according to established practices or using independent judgement
- Run a Weekly Operations meeting to review Help Desk metrics, upcoming events, and issues presented by your team
- Monitors Team Leads/CSR’s for quality and training purposes during down times
- Develop a training plan and execute training sessions for knowledge management and continual growth
- Create and manage Service Desk schedule; including occasionally filling in while a team member is out
- Perform all defined tasks associated with operating and controlling CN’s PTC Help Desk
- Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals
- A working understanding of the current Microsoft Office product suite (Excel, PowerPoint, Word, etc.)
6
Experience For Csis Help Desk Supervisor Resume
- A working understanding of Microsoft Active Directory
- A working understanding of Microsoft Exchange
- Manage all call center metrics and Help Desk tickets using ticketing software accurately
- Serves as backup to Manager as needed including but not limited to attending project meetings
- Availability to work on varying shifts (up to 12-hour day or evening shifts with occasional overtime)
- Acts as a career advisor for junior members and provides mentoring and coaching to all team members
- Forward thinker in ensuring Help Desk team has industry leading tools
- Performs team scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
- Maintain storage and equipment areas. Shipping & receiving computer equipment
7
Experience For Senior Help Desk Supervisor Resume
- Evaluates and recommends changes to operating procedures and processes as part of the ongoing assessment of daily operations
- Designs and implements ongoing training of user support personnel to ensure their proficiency meets standards for support of all information systems users
- Working and/or managing ADP Center with service desk support
- Basic understanding of networks, multiple operating systems, printers, and personal computers
- Respond to calls on urgent matters involving affected functional area activities including after business hours, and on weekends and holidays
- Provide budgeting and planning support for help desk operations
- Report writing abilities using software applications
- Monitor and report on metrics to ensure the team is performing at both individual and team levels
8
Experience For Enterprise Help Desk Supervisor Resume
- Identify process improvement initiatives based on findings in ticket audits, metric reporting, and trend analysis
- Provide feedback to assigned Help Desk direct reports and participate in annual goal setting and performance review process
- Create documentation and training material for processes
- Mean Time To Resolution/Ticket Aging
- Oversee and participate in new Help Desk analyst training
- Work with other technology teams including Site Support, Applications & Infrastructure teams
- Upervising a team of five or more
- Occasional travel required for customers, training, seminars, conferences, etc. (25% or less)
- Awareness and Reaction to Call Volume/Staffing/SLA’s
9
Experience For Help Desk Supervisor Resume
- Manages the daily operations of the Help Desk team including processes, coverage, and after hours support to end users
- Provides guidance for company-wide provisioning process
- Set and attend touchpoint meetings with stakeholders and partnering teams
- Attend project meetings and communicate upcoming changes to Help Desk leads for dissemination to all technicians
- Develop and report team metrics and KPI’s while working with shift leads to ensure goals are met
10
Experience For IT Help Desk Supervisor Resume
- Design and enforce ticket handling and escalation policies and procedures
- Perform regular quality checks of tickets and corresponding documentation
- Manage purchases and inventory of systems, peripherals, components and software for the ministry keeping in line with planned budgets
- Identify and facilitate training for technicians as needed
- Ensure staffing levels are appropriate and develop plans for periods of increased volume
- Conduct regular coaching sessions for continual performance improvement
- Departmental and Software Reporting
- Initial point of contact for support of computing, telephone, or network needs via customer walk-in, phone calls, voicemail, or email messages
List of Typical Skills For a Help Desk Supervisor Resume
1
Skills For IT Help Desk Supervisor Resume
- Excellent knowledge of Active directory and group policy skills
- Broad Customer Service skills
- Confident telephone manner and exceptional written and oral communication skills
- Competence in Microsoft Office Skills
- Expert level communication skills to include written, verbal, and listening
- Interpersonal skills to routinely interact with clients face-to-face and over the telephone
- Superior customer service/interpersonal skills (both oral & written)
- Superior multi-task and time management skills
- Producing accurate and effective records and reports for use in data reporting
2
Skills For Enterprise IT Help Desk Supervisor Resume
- Proven track record of identifying and interviewing qualified candidates and maintaining staff through continual guidance, feedback, and training
- Responsible for ensuring the team meets key performance indicator targets by creating and analyzing support team metrics for operational effectiveness
- Communicate successfully by telephone and email and with users, including telephone etiquette, courtesy, handling difficult callers, and writing skill
- Experience with technical training and leading workshops
- Experience working in a team oriented, outgoing, and approachable environment
3
Skills For Help Desk Supervisor, Osss Resume
- Lead the processing of incoming calls and chats to the Help Desk to ensure courteous, timely, and effective resolution of our customer’s issues
- Maintain effective communication with reporting/processing associates, other internal staff, management and other departments
- Customer Service experience analyzing and solving customer problems
- Experience composing and modifying documents within Microsoft Word
- Experience creating various training presentations within Microsoft PowerPoint
4
Skills For Exam Processing / Help Desk Supervisor Resume
- Provide Help Desk service staff with guidance and training based on experience handling progressively complex questions and situations
- Develop excellent working knowledge of operating platforms required to fulfill job responsibilities
- Previous experience creating policies/procedures within an IT Department
- Establish and maintain effective working relationships with Helpdesk Technicians, Network
- Establish and maintain effective working relationships with Help desk Technicians, Network
5
Skills For Credit Union Help Desk Supervisor Resume
- Experience with contract management, contract review, and account management (including RFPs, SOWs, MSA’s etc.)
- Experience in supervisory positions for monitoring centers and personnel management
- Experience with mobile device setup and troubleshooting
- Experience in higher education supporting students, faculty and staff
- Help Desk experience including 2 years of supervisory
6
Skills For Csis Help Desk Supervisor Resume
- Help Desk Supervisor can demonstrate growth by obtaining industry and vendor certifications
- Experience supervising Help Desk functions
- Experience understanding all client expectations and ability to execute at the highest level
- Create presentations/solutions with experience communicating to a variety of audiences
- Operate and support Windows 7, Windows 10, Microsoft Office Suite, Active Directory and Networking
- Experience with troubleshooting TCP/IT Protocol
7
Skills For Senior Help Desk Supervisor Resume
- Develop and demonstrate understanding of customer needs
- Ensure that the Service Desk is fully utilizing the knowledgebase and other resources to provide more effective and efficient service to users
- Hands on experience with leading in a Help Desk environment
- Experience tracking attendance and productivity within Microsoft Excel
- Maintain effective working relationship with program management and client sponsor
- Strong ability, desire, and enjoyment in working with others, both employees and customers, with cooperative, professional, and friendly attitude
- Oversee scheduling, prioritization and timely completion of Help Desk related activities and projects
8
Skills For Enterprise Help Desk Supervisor Resume
- Microsoft product support experience including Windows 10, Windows 7, Microsoft Office Suite
- Helpdesk experience; manage IT infrastructure, networks, operations, applications, security, and technical support
- Help Desk related experience
- 2+ of supervisory-related experience
- Experience in a supervisory role
- Experience in Help Desk or technical support
9
Skills For Help Desk Supervisor Resume
- Service Desk experience required
- IT experience in Windows, LINUX, and UNIX based infrastructure
- Experience in computer hardware and software support
- Experience with Google Apps and Adobe Creative Cloud products
- Systems and Network Administration experience
- Physical and virtual servicer technologies experience
10
Skills For IT Help Desk Supervisor Resume
- MS Office 2010-2016, Exchange/Office 365, Active Directory experience
- IFS or other ERP systems support experience
- Two (2) years' experience managing IT service request tickets and monitoring workload queues
- Two (2) years' experience in Call Center/Help Desk Supervisory/Management
- IT experience as PC Technician, Service Desk, Help Desk, or Desktop Support
List of Typical Responsibilities For a Help Desk Supervisor Resume
1
Responsibilities For IT Help Desk Supervisor Resume
- Strong customer-service orientation with excellent customer service skills
- Able to effectively communicate with peers and subordinates
- Coaches Corporate Help Desk staff in development of skill sets
- Help Desk experience in a supervisory role
- ITIL certification or equivalent combination of relevant education and/or experience
- Models, encourages and demonstrates service mentality behaviors
2
Responsibilities For Enterprise IT Help Desk Supervisor Resume
- Work experience in IT
- Responsible for ensuring the team meets key performance indicator targets to ensure operational effectiveness
- Prioritize workload and adapt to new processes and procedures in a fast paced operational environment
- Solid technical background with an ability to give instructions to technical and non-technical audiences
- Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence and Service Level Agreements
- Regularly monitors Help Desk and Account Administration work queues and drives priority and work completion
- Supervise Help Desk agents and monitor quality thru listening of conversations and ticket auditing. Ensure compliancy to processes
3
Responsibilities For Help Desk Supervisor, Osss Resume
- Maintains up to date knowledge of computer operating procedures and operating standards
- Assist customers in troubleshooting computer and technology problems
- Enter detailed requests in the Help Desk ticket tracking system
- Prepare documentation for troubleshooting applications for the Help Desk staff
- On boarding of new employees to the Help desk
- Monitors incoming calls for quality control purposes
- Monitors open work orders for aging and resolution
- An understanding of ServiceNow or similar ITIL based Help Desk platform
- Manage payroll, scheduling and Help Desk Budget
4
Responsibilities For Exam Processing / Help Desk Supervisor Resume
- Supervise Call Center staff, keeping them informed of corporate policies, procedures, and organizational structure
- Maintain communication with Support Center Manager keeping him/her informed of issues pertinent to the team
- Acts as lead technician and escalation point for problem resolution, providing guidance to members of the team
- Shows attention to detail and works independently and as a positive contributing member of a team
- Logs, tracks and resolves Service Requests, Change Requests and Incident and Problem tickets via the group’s ITSM platform – BMC Remedy
- Experience in an IT service desk environment providing technical support to a remote field based sales force via telephone, face to face and remote desktop/management tools
- Need for effective communication with individuals from varied backgrounds
5
Responsibilities For Credit Union Help Desk Supervisor Resume
- Coordinate McKesson Canada Automation’s phone system requirements and changes with McKesson IT department
- Development of new processes or procedures to accommodate changes in Business within the call center
- Create documentation for use by end users (help sheets, usage guides, FAQ’s, etc.)
- Analyze data or statistics to manage the Help Desk SLA’s
- Hire, train, schedule, and supervise 10-15 student workers
- Update System Status page as needed to notify campus of planned/unplanned system outages
- Provide education on software, policies, and issues to users
- Reset voicemail passwords for employees and students on request
- Collaborate with other support staff within I&TS to follow up on calls in the ticketing system to ensure problems are diagnosed and resolved in a timely fashion
6
Responsibilities For Csis Help Desk Supervisor Resume
- Provide appropriate referral to other designated departments or staff
- Maintain departmental student worker records, timesheet submittal, and associated databases
- Ensure availability and performance of CN’s PTC Help Desk. This includes the monitoring of alerts, consoles, error messages and calls from different business users (Train and yard crews)
- Report on important HD metrics, prepare plans for improvements where required
- Identify, diagnose and prioritize incidents such as PTC breaking events or failures. Identify and stay abreast of Business impact. Document incident and progress
- Assign responsibility for incident resolution to the right support team(s), including Signals & Communications technicians and diesel doctors. Coordinate and monitor progress and resolution
- Acting as a technical escalation point for Service Desk team members
7
Responsibilities For Senior Help Desk Supervisor Resume
- Communicate incident information, depending on the incident severity, to PTC Command Centre management
- Review of all necessary reporting to ensure operational, SLA and customer support targets are met
- Train existing and new hires on Duff & Phelps systems
- Takes ownership of support issues, engaging other internal / external expertise as required
- Escalate incidents, when required, to ensure timely resolution
- Prepare and communicate incident post-mortem reports and recommendations
- Monitor the ticket queue to ensure that client needs are met
- Report to the Service Desk manager on any issue that could significantly impact the business
8
Responsibilities For Enterprise Help Desk Supervisor Resume
- Ensure that all Customer and Service Desk staff are trained and provided with the appropriate documentation and information where needed
- Directs team to follow and comply with pre-established helpdesk policies, practices and procedures
- Applies advanced knowledge of call center processes and workforce management
- Watch for support trends and adjust processes accordingly and align with the business for continuous process improvements
- Monitor tickets for quality management and adherence with defined service level agreements
9
Responsibilities For Help Desk Supervisor Resume
- Manage and review performance of personnel. Manage team work schedules, conduct staff meetings, and maintain team process documentation
- Ensure team compliance with all policies, procedures and company regulations
- Serve as backup support for help desk team during high call volume in the following areas: Remotely troubleshoot software and hardware issues, direct phone support, search team resources for approved solutions, timely documentation of all tickets with follow through to closure and user communication throughout the entire support process
- Oversees Help Desk operations
- Acts as initial point of escalation for Terracon users
- Escalates problems to the appropriate area, department, or person
- Follows up on escalated calls where appropriate
- Ensures all calls are entered into the Help Desk application
10
Responsibilities For IT Help Desk Supervisor Resume
- Proficient in the use of the Help Desk software application
- Coordinates and schedules Corporate Help Desk staff hours
- Prepares Help Desk analysis reports as necessary
- Trains and coaches team members on best practices and analyzes staff performance
- Prepares and delivers annual performance reviews to Corporate Help Desk staff
- Works with Corporate Help Desk staff on interpersonal conflicts/relationships
- Sets goals for Corporate Help Desk staff
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