IT Support Manager Resume Sample
Mortimer Jenkins
670 Terry Crescent,
Dallas,
TX
+1 (555) 495 9003
Work Experience
IT Support Manager
11/2016
-
PRESENT
Detroit, MI
- Act as an escalation point for all global Service Desk staff regarding end user’s requests and issues
- Act as a liaison between the IT Support team and the other departments
- Manage day-to- day functions of the IT Support team
- Create performance plans and provides performance reviews for the team
- Provide mentoring and counseling
- Provide technical leadership in a constructive culture
- Develop and direct implementation of training plans for team members
Manager IT Support Manager
06/2012
-
07/2016
Detroit, MI
- Manage staff scheduling to ensure adequate technical support coverage
- Perform strategic long range planning and forecasting for technology to meet the business needs
- Translate information about technology into business consumable and vice versa
- Provide expertise to assist with evaluating, acquiring, implementing, developing, enhancing and supporting business systems
- Develop and manage customer service level agreements
- Assist with and coordinate technology projects and contracts
- Identify and recommend solutions to meet customer requirements or improve existing application reliability and stability
- Identify opportunities to innovate and improve efficiency
- Experience in IT operations in a manufacturing environments
Local IT Support Manager
06/2005
-
01/2012
San Francisco, CA
- Three years of increasingly responsible experience in a management role working in an IT environment
- Five years of experience as a project lead, business analyst, or Sr. Helpdesk position
- Communicate effectively, both verbally and in writing, with all levels of employees and management
- Knowledge of Microsoft technologies including Windows Server, Active Directory, and Exchange
- Knowledge of Windows (OS) hardware and software
- Knowledge and basic understanding of ERP Applications
- Knowledge of Information Technology Infrastructure Library (ITIL) framework
- Knowledge of Internet Protocol Suite (TCP/IP) networking for Local Area Networks (LANs) and Wide Area Networks (WAN)
Education
University of Management and Technology
2001 - 2005
Bachelor's Degree in Computer Science
Professional Skills
- Excellent verbal and written communication skills – along with public speaking skills
- Strong interpersonal and communications skills (written and verbal), strong
- Strong customer-focus and demonstrated experience working with/meeting business users’ requirements
- Proven service management skills – establishing and measuring SLAs
- Demonstrate the ability to multi-task efficiently, using initiative to prioritise incidents effectively
- Strong interpersonal relationship, team building, collaboration and objective facilitation skills
- Excellent written and oral communication skills and ability to communicate ideas in both technical and user-friendly language
How to write IT Support Manager Resume
IT Support Manager role is responsible for software, reporting, database, english, credit, mainframe, training, integration, mac, procurement.
To write great resume for it support manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For IT Support Manager Resume
The section contact information is important in your it support manager 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 IT Support Manager Resume
The section work experience is an essential part of your it support manager 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 it support manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it support manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative IT Support Manager resume experience can include:
- Personnel management and strong communication skills
- Experience in working with executive management teams to establish priorities and expectations
- Project management skills; ability to manage large-scale, multi-faceted projects
- Working experience with standard business tools such as MS Windows Operating System and Office Suite (Word, Excel, etc.)
- Living SSB Mission & Core Values Hands on experience with end-user compute systems, Windows, MS Office, SCCM, Domain Administration
- Experience in planning, developing, implementing or managing a customer service center
Education on an IT Support Manager Resume
Make sure to make education a priority on your it support manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it support manager 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 IT Support Manager Resume
When listing skills on your it support manager 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 it support manager skills:
- Solid analytic, organizational and problem solving skills
- Confident personality with effective relationship management skills to interact with senior stakeholders across various departments
- Proven experience in building, configuring and maintaining configurations for POS systems
- Advanced Windows desktop and server administration and troubleshooting skills
- Leadership skills in dealing with customer services staff, technical staff, and field operations activities
- Strong technical or operational experience in financial or trading systems and a successful history of continuous support improvement
List of Typical Experience For an IT Support Manager Resume
1
Experience For Manager IT Support Manager Resume
- Solid understanding of industry best practices and standards around production support operations (ITIL)
- Demonstrated ability to be a great leader for the Americas' AirSupport Team
- Experience in managing global production support teams
- Knowledge of / experience in managing SOX/SOC systems and controls as well as the review processes associated
- Knowledge of / experience in major enterprise applications with a particular preference for SAP knowledge
- Experience in desktop and server technology
- Demonstrated ability to manage in a global, matrix organization
- Provide project management to all corporate projects, including analyzing end user needs and developing and implementing the action plan
2
Experience For Deskside IT Support Manager Resume
- Coordinate the activities of IT purchasing, IT vendor relationships, and software licensing in the area of end user support
- Help Airbnb employees solve hardware and software problems with Apple products, including Mac laptops, iPhones, and Apple application software
- Oversee all hardware, software and computing technology warranty repairs
- Determines agency IT needs by working with IT Management to reach necessary and required solutions
- Assists with IT planning, procurement, expense approvals for supported site
- Manages local office projects and rollouts, acting as lead technology resource to coordinate activities and ensure communication with end users
- Relationship with Operational Companies leadership management: meetings, reporting, follow up, expert advice and consultation, strategic issues escalations
3
Experience For Local IT Support Manager Resume
- Financial management: helping produce and manage budget within a geographic market
- Lead the research, design, implementation and ongoing maintenance of desktop hardware, software and all end-user peripheral technologies
- Provide senior engineering support for desktop design and implementation
- Define team goals, lead staff to achieving desired results, and be accountable for team performance
- Knowledge of Patch Management tools such as Microsoft System Center Configuration Manager (SCCM)
- Knowledge of Storage Area Network (SAN) and Network Attached Storage (NAS) enterprise storage, and virtualization
- Sound knowledge of information and communications technology fundamentals
- Experience with hosted productivity and communications applications, including Google Apps , Box, MS Office, Adobe, contact center tools, and the ability to train and support employees on their use
4
Experience For Executive IT Support Manager Resume
- Create a collaborative and motivating work environment for the employees within the Local IT team
- Knowledge of Apple and Android mobile OS and the ability to advise and help employees with those tools
- Set and manage objectives, performance and career path for each of the IT Technicians
- Closely follow and regularly report on the quality of the day-to-day operations (tickets, requests, incidents)
- Closely follow and regularly report on the end-user satisfaction and performance of the IT Technicians
5
Experience For Senior Business Analyst / IT Support Manager Resume
- Ensure security and IT best practices are implemented,understood and followed in the team
- Actively participate in the elaboration of the budget and IT strategy of the studio
- Support other regional and world-wide IT counterparts when required
- Handle technical and managerial escalations of IT matters for the studio
- Manage procurement and fulfillment of technology to meet stakeholder’s needs
- Knowledge of IT support best practices, frameworks, and measures
6
Experience For Loan Review, Data & IT Support Manager Resume
- Motivate and drive a team and process
- Extremely high level of drive and ownership
- Responsible for proactively ensuring the high availability of Autodesk’s enterprise applications & systems to support Autodesk’s critical enterprise business processes
- Collaborates on the design and implementation of next generation enterprise systems for Autodesk’s development teams
- Plays a lead role in many of the enterprise’s SOX/SOC/Audit activities associated with financial systems, acting as control owner and lead for EBSO on engagements with Audit teams
- Ensure the quality of support and integrity to end users is maintained
7
Experience For Office & IT Support Manager Resume
- Review the lender’s financial statement analyses and cash flow calculations
- Using one’s understanding of the fundamentals of risk rating along with the particular institution’s rating scale, determine appropriateness of risk rating for loans reviewed
- Apply awareness of current FDIC and OCC regulations and a lender’s policies and procedures to loans reviewed
- Has strong knowledge of business operations, policies and practices. Requires general knowledge of industry supported operations and practices. Translates IT strategy into action
- Ensures data recovery, maintenance, data integrity, and space requirements are met. Performs capacity workload modelling and availability analysis for a variety of platforms. Ensures reliability and availability of platforms to meet business objectives
- Basic to moderate understanding of capacity planning modeling and availability analysis
8
Experience For Ntpa IT Support Manager Resume
- Monitors multi-technology computing platform. Applies first level analysis, using industry accepted techniques and procedures, to identify, correlate and correct issues. Ensures a stable operating environment and attains maximum utilization of system facilities. Escalates complex problems to appropriate support teams
- Manage the overall CFFP IT Infrastructure and the IT hardware, desktops, servers and networking equipment
- Manage and support a Server environment consisting of ESXi, VCenter Hypervisors, and Ubuntu ZFS storage servers
- Support O365 and assist in transition from existing email environment to O365
- Manage deployment and setup of external third party applications/platforms used by CFFP. Including Salesforce, MS Azure and others
- Maintain the IT Asset Management System ensuring that all assets are recorded and updated/removed when required
- OS installation (windows/mac) on laptops and desktop PC, including application on mobile (iOS/Android)
- In charge of CCTV system, Air-conditioning system management in server room
- Management /administration and extension of IT service and IT system maintenance contract according to regulations/provision and decision from Headquarters
9
Experience For Regional IT Support Manager Resume
- Follow Global Guideline in order to perform in the same direction as other subsidiaries in overseas regarding the assignment from Headquarters
- Manage an IT infrastructure that spans several locations, including customer-
- Configure and maintain Windows OSs and Ubuntu servers
- Create and maintain Windows Corporate desktop images
- Create and Maintain backup scripts for ZFS file systems and cloud backup solutions
- Maintain inventory of hardware, software, licenses and service agreements
- Work with development team and provide robust services to support CFFP applications and the development effort
- Work with IT Director to create plans and standards for CFFP's IT equipment and desktop environments
- Work with third party vendors for support on applications or services provided to CFFP and the various departments
10
Experience For R&D IT Support Manager Resume
- Manage the support side of IT, desk-side support, and database staff. Ensure tickets are responded to and resolved quickly and completely
- Ensures processes and requirements are met such as backup and maintenance
- Control and manage access card system
- Support users for video conference and IP Phone system
- Coordinate with Headquarters for support network issues and security policy
- Purchase and make payments of IT equipment in order to provide adequate assets in time
- Train newcomers on IT system
List of Typical Skills For an IT Support Manager Resume
1
Skills For Manager IT Support Manager Resume
- Provide timely reactions to incidents and be able to prioritise effectively
- Proven record of experience managing in an information technology or technical environment with remote offices and staff
- Strong analytical toolbox (Ability to break-down issues, structure and carry out analysis as well as deduct solid conclusions and recommendations)
- Experience in establishing process and procedure, analyzing and developing
- Experience in planning, developing and implementing new programs, products, technologies, or services
- Good understanding of networking, server and datacenter concepts
2
Skills For Deskside IT Support Manager Resume
- Two years of experience managing help desk employees and ticketing systems
- Knowledge or experience in functional business areas, such as finance, accounting, information technology and trading operations
- To continually monitor Trak-IT ensuring that the Team are responding to user requests within the agreed SLA and that call priority is recorded appropriately
- Experience managing or co-ordinating IT Support/Service Desk/Helpdesk teams
- Experience executing projects and managing a team
- Provision of MI demonstrating the effectiveness of services in line with SLAs and delivering continuous service improvement
- Experience with purchasing, inventory management, and budgeting
- Proven history of developing and maintaining long-term relationships within organizations
- Provides strong leadership and management, including recruitment, training, development, supervision, and performance appraisals for IT Support staff
3
Skills For Local IT Support Manager Resume
- Good understanding of IT security (antivirus,firewalls, proxy) concepts
- Provides technical lead and/or mentoring of less experienced Database Administrators
- Experience with call routing techniques like ACD, hunt groups, and call trees
- Experience with various conferencing situations: all hands, Audio, Web, and com
- Experience in basic management of PostgreSQL servers running on Linux
- Experience in basic management of MSSQL servers running on Windows
- IT experience including 5 years in a supervisor, mentor,
- Experience in working with diverse groups
4
Skills For Executive IT Support Manager Resume
- Demonstrated ability to work successfully in a customer facing, service provision environment
- Investigate basic problems and cooperate with vendors in order to solve the problems related to the troubleshooting issue
- Maintains documentation and checklists to ensure high quality of service thus maximizing efficiency and effectiveness
- Strong knowledge of client and server hardware, operating systems, and applications
- Oversees the delivery of effective multi-tier support services using IT Service Management practices and protocols
- Min. 5 years of working experience in IT Management role
- Strong belief in proactive rather than reactive approach to handling problems and partner relationships
- Strong knowledge of the ITIL concepts and methodologies
5
Skills For Senior Business Analyst / IT Support Manager Resume
- Good dexterity and ability to perform manual labor with IT Hardware (components, workstations, servers)
- Experience with Cisco Telepresence and immersive technologies
- Experience in both large enterprise and mid-sized environments
- Advanced experience with Linux, preferably Ubuntu
- Skilled in Windows Server and Active Directory
- Skilled within Microsoft technologies as per below
- Work experience in a University environment, preferably in a large Research 1 institution
6
Skills For Loan Review, Data & IT Support Manager Resume
- Experience managing IT customer support operations (help desk/service desk/laptop) with 5+ staff
- Experience implementing IT Service management (ITSM) methodologies
- Experience supporting enterprise software systems
- IT support experience
- Three to five years of experience with functional and technical aspects of major enterprise business systems and related technologies
- Strong commitment to customer service in all aspects of the job
- Work with the Business/Service Continuity Management and other internal/external agencies to demonstrate firm’s Disaster Readiness compliance
- Demonstrated ability to improve performance through staff development and create an environment of continuous improvement
- Consolidate feedback, improvements, problems and solutions to share with the his manager and other regional/world-wide teams
7
Skills For Office & IT Support Manager Resume
- Regularly meet with various IT, regional and studio stakeholders to align on priorities and gather feedback
- Endpoint, network, and server administration and support experience
- Proven ability to manage both people and processes to meet company objectives
- Extensive I/T help desk technician experience
- Provide excellent customer service and diffuse heightened end user sensitivity
8
Skills For Ntpa IT Support Manager Resume
- Organizing, evaluating and directing end user support
- Championing all IT service including the delivery of desktop infrastructure and domain authentication
- Executing small to large-scale projects to help with the on-going improvement of our IT Services across all global offices
- Managing a team of four IT Engineers with two being based in London, one in New York and one in Redwood City
- Experiencing running ITIL processes for the management of incidents, major incidents, requests and problems
- Ensuring the execution of specific strategic functions and implementing high-end, business-wide, critical strategy
- Engineering, Architecture and/or Construction background is desirable
- Working knowledge of IT Service Desk operations
- Ensuring that IT services are delivered in line with business SLAs and too the required quality
9
Skills For Regional IT Support Manager Resume
- Working with European and global IT Teams to implement changes on a project and BAU basis
- Managing support for all office infrastructure technologies within agreed timeframes or SLAs
- Ensuring staff follows operational guidelines, principles, and processes
- Managing relationship with vendor / third-party service providers
- Understanding of Microsoft technologies
- Overseeing the development and implementation of Help Desk Programs
- Being the main driver behind designing new process improvement for Shazam’s IT Services
10
Skills For R&D IT Support Manager Resume
- Lead the IT Support Team by following up on work performance, coaching, training, developing, and interviewing and hiring new team members
- Responsible for IT configuration of products sold, including commissioning IP devices, data mapping, Server Virtualization or hard installations
- Install hardware and configure software for new systems using configuration/hardening standards including documentation
- Comfortable managing staff including performance management
- Provide training and coaching on best practices to the IT Technicians and employees of the studio alike
- Facilitate the planning for new, existing or relocation of Uline offices
- Assist in formulating and implementing procedures for improved service levels
- General knowledge of trouble ticketing/tracking applications
List of Typical Responsibilities For an IT Support Manager Resume
1
Responsibilities For Manager IT Support Manager Resume
- Excellent (verbal and written) communication skills in Indonesian and English
- Experience and/or education in networking
- A proven track record for establishing successful customer service initiatives
- Establishes and manages procedures to ensure effective support and coordination between IT teams and resources
- Choose appropriate technology and other resources to maximize support desk effectiveness
- ITIL Foundation or equivalent experience
2
Responsibilities For Deskside IT Support Manager Resume
- Experience in a user support role required
- Maintain good timekeeping in line with business requirements and operational hours
- Providing direction and support regarding the use of information systems to end-users; Investigating new uses of both current and new technology
- Developing end user automation procedures and documentation
- Creative thinking and initiating new ideas for continual service improvement is key, ensuring the Service Desk adapts to the business’s needs
- Oversees the Company’s telecommunication infrastructure and support services including mobile devices, land line, and video conferencing
3
Responsibilities For Local IT Support Manager Resume
- Perform trend and root cause analysis using data from Service Desk applications to identify and develop strategies for addressing chronic issues
- Ensures comprehensive management of IMPAQ technology assets, ensuring maximum value from expenditures, licensing compliance and refresh cycles
- Responsible for improving customer support by demonstrating greater return on investment
- Build a qualified suport desk team through innovative hiring and training techniques
- Execute IT policies with confidence and understanding of both the letter and the spirit of the policy
- Manages concurrent projects of various scope and budget taking into account risk mitigation and available resources
4
Responsibilities For Executive IT Support Manager Resume
- Complies with Sarbanes-Oxley (SOX) controls by ensuring requirements are adhered to
- Manages capital and operating budgets to meet financial objectives
- Responsible for the implementation and monitoring of IMPAQ’s device refresh policy
- Develops and updates policies and procedures for all IT endpoint infrastructure operating environments
- Partner with business lines to plan, schedule, and implement internal and client facing projects as necessary
- Develops and manages budgets associated with the IT Service Desk Operations and endpoint infrastructure projects in conjunction with IT Managing Director
- Engineer or set up support desk and processes according to industry best practices
- Analyze team performance through various statistical and reporting methods
- History of applying varied approaches to solve complex business support challenges of significance to the organization
5
Responsibilities For Senior Business Analyst / IT Support Manager Resume
- Production of Major Incident Reports ensuring appropriate third-party contributions and distribution to key stakeholders
- Support local and global users’ IT needs for training, problem resolution, connectivity, hardware and software upgrades
- ITIL v3 formal training and certification
- Knowledge of call accounting, call centers, IVR, CTI
- Update employees’ information on IT system and keep track of IT problems (if any)
- Review and revise employees’ leave information system
- Manage, mentor, guide and provide tactical and strategic direction for the
- Ensures high quality of service and customer satisfaction for that agency/location
6
Responsibilities For Loan Review, Data & IT Support Manager Resume
- Manages and provides guidance to any local IT support staff
- Ensures all help desk tickets are accurately assigned, and appropriate corrective actions and/or escalations are in place to facilitate resolution
- Responsible for site setup, user training, desktop/server administration, moves, monitoring, troubleshooting hardware/software issues, installations, maintenance/support and documentation
- Works proactively with the Enterprise Service Desk (ESD) and IT Infrastructure team in communicating potential changes, outages, potential impacts to service levels, and building efficiencies in processes which enhance overall customer satisfaction
- Provides weekly, monthly, overall status reports of location in relation to help desk tickets/trends and projects
- Escalates issues to IT Management team as needed to ensure timely customer satisfaction
- Responsible for implementation, issue resolution, escalation and communication for all supported builds
7
Responsibilities For Office & IT Support Manager Resume
- Reviews, escalates and prepares periodic performance reports of any staff that works at the location
- Contribution to the improvement and enhancement of processes and procedures
- Ensuring the installation, training, maintenance, troubleshooting and repair of desktop -technology hardware and software is completed by the team according to SLAs
- Ensuring that the technical team responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues
- Coordination or participation in a projects
8
Responsibilities For Ntpa IT Support Manager Resume
- Manage the Desktop team's day-to-day activities
- Manage and oversee I/T Help desk team which contains members at multiple geographic locations
- Perform interviews for open IT Help desk positions
- Encourage and assist with growth of team members
- Delegate and supervise responsibilities to team members that highlight their strengths
9
Responsibilities For Regional IT Support Manager Resume
- Work closely with other departments to identify their needs, concerns, and direction of the business
- As a team, determine and implement procedures to best meet those needs
- Provide customer support and Help desk coverage when needed
- Work with other departments within I/T in order to determine how the I/T Help Desk can assist in all IT related projects
- Ensure that team mentality and feel is always present, regardless of a member's physical location
- Knowledge of Windows Active Directory Infrastructure
- Knowledge of Windows Exchange environments
- Identify individual team member's strengths delegate responsibilities and projects based on those strengths
- Determine how current and future technology can benefit overall goals of the business
10
Responsibilities For R&D IT Support Manager Resume
- Report and progressively improve request resolution rates to minimize escalations and transfers
- Lead and actively participate on projects to advance the capabilities of the Service Management Operations team
- Plan and implement technologies enabling efficient request tracking/routing, collaborative problem solving, user self-service, monitoring, alerting, and management reporting
- Establishes metrics and measurements to track and optimize all support services; recommends enhancements to services to improve end-user experience
- Report team performance metrics periodically and roll-up cross-functional metrics quarterly
- Manage vendors and partners involved with the delivery of functional responsibilities
- Manages staff and consultants, conducts performance reviews, and develops employees to meet their career goals
- Maintains and upgrades a comprehensive IT knowledge base solution to meet business requirements
- Creates complex reports, analyzes data, and recommends appropriate solutions
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