Desktop Support Manager Resume Sample

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Jacinto Nader
693 Glover Alley,  Houston,  TX
+1 (555) 953 0774

Work Experience

Desktop Support Manager
10/2015 - PRESENT
San Francisco, CA
  • Provide a stable and resilient operating environment.Emphasis shall be applied towards maximizing the potential of all available resources, expanding the capabilities and productivity of technical staff, and continuing to improve upon past performance. Proactively identify gaps in process, and offer ideas for improvement in areas that require remediation or enhancement
  • Improve productivity and reduce expenses.The facilitation of future investment back into the Firm is dependent upon the continuous pursuit of gains in productivity and reductions to cost, as related to the operating environment
  • Managing daily workflow, escalations, accountability, and ownership from technicians, inclusive of the Manager’s deliverables
  • Interfacing with leadership across GTI to ensure an improved productivity and drive to educe expenses.The facilitation of future investment back into the Firm is dependent upon the continuous pursuit of gains in productivity and reductions to cost, as related to the operating environment
  • Ensuring all regulatory and internal compliance are met and documented
  • Leading, managing, and directing a team of 8-14 Technology Operations Analysts in a technical environment utilizing remote desktop technologies
  • Managing daily workflow including Remote Desktop support (Calls, Vulcan, Live Chat, Office Communicator), requests (EURC, RSAM), and 2nd level desktop incidents in partnership with GTS GTI Field Operations and across other Lines of Business (LOB) support structures
  • Managing escalations for technical staff allowing them to work with counterparts throughout GTI as well as other managers in the firm
Help Desk & Desktop Support Manager
04/2011 - 09/2015
Chicago, IL
  • Accountable for ensuring all technicians maintain a keen client service focus and provide a high level of customer service support for users in the GTI support structure
  • Managing a culture of metrics-based accountability, including requisite score cards, Key Performance Indicators, and trending
  • Driving a culture of consensus-building with a heavy emphasis on collaborative teamwork across organizational boundaries
  • Executing on documented tactical and strategic approaches driving the organization toward the attainment of stated goals
  • Interfacing with leadership across GTI to ensure an integrated approach to ticket management that drives work to the lowest unit cost model
  • Install software on desktops, thin client terminals and servers
  • Train people in small groups in the use of the cash handling solution
  • Provide timely verbal or written status information to company and client project managers, site managers or points of contact designated by the customer
IT / Desktop Support Manager, Needed
04/2004 - 10/2010
Los Angeles, CA
  • Troubleshoot software, hardware and operational problems in the field or over the phone
  • Write documentation, define processes, define new software enhancements and develop test plans as needed
  • Take ownership of problems and manage them through resolution while keeping stakeholders informed and recognizing the need to engage other resources to resolve the problem
  • Understand the operation and installation settings of a variety of cash dispensers and recyclers
  • A knowledge of teller operations and cash handling technology
  • Leadership skills to define installation requirements, plan installations, identify potential risks, communicate plans with customers and coordinate project tasks with the team
  • Excellent written and verbal communication skills across all levels of client and project teams
  • Earn the confidence of the client and establish oneself as a trusted advisor
  • Experience with MS Office and some of the advanced functions of Word and Excel


Clark University
1998 - 2003
Bachelor's Degree in Computer Science

Professional Skills

  • Strong written and verbal communication skills; able to manage meetings, lead teams, and communicate effectively with senior management
  • Strong understanding of troubleshooting techniques. Experience managing large team of technicians Experience with desktop support for large customer base
  • Demonstrated communication ability in presentation and advanced writing skills reflecting sensitivity to tone, audience and organizational politics
  • Strong leadership, analytical, and problem solving skills required
  • Strong critical thinking skills; the capacity to understand, analyze and creatively solve problem
  • Really strong Microsoft Excel skills
  • Strong people management experience and a demonstrated “challenge” mind-set

How to write Desktop Support Manager Resume

Desktop Support Manager role is responsible for customer, leadership, interpersonal, technical, troubleshooting, software, analysis, mac, advanced, development.
To write great resume for desktop support manager job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Desktop Support Manager Resume

The section contact information is important in your desktop 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
  • Email
  • Telephone number

Work Experience in Your Desktop Support Manager Resume

The section work experience is an essential part of your desktop 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 desktop 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 desktop support manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Desktop Support Manager resume experience can include:

  • Very good customer service and interpersonal skills
  • Excellent verbal and written communication skills, with the ability to communicate complex technical issues to non-technical users
  • Team development; coaching and mentoring; supplying opportunities to for technicians to improve their skills and knowledge
  • Highly customer service focused with demonstrable experience in meeting and managing customer expectations. Skilled at managing customer expectations
  • Proven experience planning, controlling and supervising multiple IT projects and activities simultaneously
  • Mobile and tablet device troubleshooting and configuration skills (iOS and Android)

Education on a Desktop Support Manager Resume

Make sure to make education a priority on your desktop 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 desktop 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 Desktop Support Manager Resume

When listing skills on your desktop 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 desktop support manager skills:

  • Excellent customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skills
  • Strong time management and prioritization skills when faced with multiple projects
  • Extensive experience in effectively managing multiple relationships with customers and providers
  • Excellent customer service skills and dedication to meeting the needs of the community
  • Solid knowledge of Wintel and OS are key skills sought
  • Excellent written and oral communication skills; advanced ability to communicate technical concepts to technical and non-technical staff

List of Typical Experience For a Desktop Support Manager Resume


Experience For Help Desk & Desktop Support Manager Resume

  • Collect and maintain accurate, detailed information about all our support requests to provide the relevant information to other support and application teams as appropriate and to help facilitate service and management reporting
  • Support the investigation and diagnosis of assigned problems for workarounds and / or root causes. Proactively propose solutions to problems and implement solutions as agreed with the Head of Customer Support
  • Technical computer skills as well as good interpersonal, management, and customer service skills
  • Proven management and leadership skills
  • Demonstrated experience with strategic planning development and execution
  • Ensure that all requests from the community for assistance are handled promptly and effectively, and if necessary escalated to the appropriate level
  • Stellar cross-functional team development and leadership skills

Experience For Remote Desktop Support Manager Resume

  • Motivate, organize and develop team members effectively
  • Exceptional verbal/written communication skills as this person is required to communicate to the customer technology management processes
  • Develop employees' skills
  • Solid management experience in an advanced technology or customer service environment is required
  • Manage a team of desktop support specialists (2) and a systems administrator, prioritizing team efforts as necessary
  • Previous experience supporting centrally managed Windows and Macintosh computer platforms in an educational environment with a diverse user base
  • In-depth experience using at least one client management tool (SCCM, Kace, ZENworks, JAMF, etc.)
  • Experience with ticketing and asset management platforms
  • Two years of experience managing staff

Experience For IT / Desktop Support Manager, Needed Resume

  • Good understanding and awareness of ITIL processes & tools
  • Good technical understanding of hardware and software as well as Wintel technologies
  • Business acumen coupled with good technology understanding and awareness
  • Knowledge of ITIL concepts including Service Management and Service Delivery and experience
  • Evaluate processes to ensure effectiveness and that high service level is maintained

Experience For GTI, Remote Desktop Support Manager, IRC Resume

  • Experience in IT Infrastructure management especially Desktop support and Service Desk
  • Actively propose new infrastructure solutions that makes processes more efficient and effective
  • Very good knowledge of Service Desk operations and Service Management frameworks (ITIL)
  • Excellent with procedural and process-oriented documentation
  • Three (3) years of relevant technical and business experience required
  • One (1) year Information Technology Leadership Experience required
  • Demonstrated ability to launch and deliver a single IT project on time and within budget required

Experience For IT Desktop Support Manager Resume

  • Experience in IT Operations
  • Exceptional management experience in an advanced technology customer support or exceptional customer service environment
  • Experience with modern technology quality control processes
  • Experience with structured information analysis and process definition in a best-in-breed organization
  • Managerial and leadership experience
  • IT Support experience in an enterprise environment
  • Strong ability to influence others without conflict

Experience For Desktop Support Manager Kettering, Oh Resume

  • Demonstrated proficiency with current Win/Mac/Mobile endpoint technologies and common applications like productivity apps, Google apps, etc
  • Experience of end-user support
  • Managerial/leadership experience
  • Excellent knowledge of service integration and delivery processes in mid-range system environments
  • Solid knowledge of Intel technology
  • Excellent knowledge of English and French, both written and spoken
  • Experience in an advanced technology environment
  • Experience in IT client services support in an enterprise (3000+ clients)
  • Experience of project management

Experience For Desktop Support Manager Tier Resume

  • Experience of supervisory responsibility
  • Managing people and daily operations (resource/work assignment - unassigned queue management)
  • Understanding of CMDB Client Management
  • Assists in planning and the development of short term goals
  • Development and continual review of team training materials
  • Ensure team delivering as per the agreed scope and contractual agreements (SLA/KPI’s)
  • Act as a Technical Lead in resolving new/unknown issues and document the solution
  • Ensure customer service is timely and accurate on a daily basis, and where necessary escalating

Experience For Desktop Support Manager Resume

  • Recruit, manage and mentor a growing team of desktop support analysts
  • Enterprise imaging and desktop deployment technologies (preferably SCCM)
  • Ensure that tickets are being correctly assigned and resolved
  • Manage relocation computing services for any moves, construction and installation projects for departments, classrooms and labs
  • Participate in computing projects as part of a project team, or as an individual
  • Work on (and often lead) technical projects requiring expertise and creativity in analysis and deployment of technology
  • Generalist knowledge in various IT areas, such as networking, desktop support, and security, and methods used in those areas
  • Support and maintain PCs operating in company headquarters, regional offices and in use by remote field staff

Experience For Help Desk & Desktop Support Manager Resume

  • Support, installation and tracking of new PCs, tablets and other peripheral devices used by end-user community in company headquarters and regional offices
  • Responsible for application and desktop training or related documentation as required
  • Promote team work and understand how to put together well-performing teams
  • Etup, configuration, troubleshooting of desktop/notebook hardware, software, and network configurations
  • Guide others and ensure work is being completed on time
  • Proficiency with ServiceNow usage and reporting
  • Have an in depth knowledge Windows operating systems especially Windows 7 and 10
  • Some knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc.)

Experience For Remote Desktop Support Manager Resume

  • Perform user account and end user equipment provisioning
  • Perform hardware and software maintenance / troubleshooting on end user equipment
  • Knowledge of TCP/IP protocol and troubleshooting
  • Help manage our user relationships and engage with our service delivery teams and third party support providers to resolve issues and incidents as appropriate
  • Manages the activities of an assigned Dignity Health Information Technology process including designated projects or programs, which includes planning, coordinating, administering, and evaluating programs, projects, processes, procedures, systems, standards, and/or service offerings
  • Plan and use resources effectively (profiles, management ratios, payroll, etc.)
  • Ensures compliance with Dignity Health policies/procedures and applicable Federal, state, and local laws, regulations, codes and/or standards
  • Serves as a liaison with internal departments, executives, external organizations and public representatives
  • Represents the organization at a variety of meetings, public events, on committees, and/or other related events regarding services, programs, projects and facilities

List of Typical Skills For a Desktop Support Manager Resume


Skills For Help Desk & Desktop Support Manager Resume

  • Excellent written and verbal communication and interpersonal skills and a strong customer service orientation
  • Highly organized multi-tasking abilities Ability to direct projects effectively to find an efficient solution
  • Highly developed analytical skills and the ability to solve complex technical problems using a methodical systematic approach
  • Mac OS X and Windows troubleshooting and configuration skills
  • Demonstrable, hands-on technical skills with a focus on all aspects of desktop support and mobile devices
  • Proven work experience as a Desktop Support Manager
  • Team management skills

Skills For Remote Desktop Support Manager Resume

  • Prior experience in an academic environment, particularly a medical research environment
  • Prior experience with data security issues and best practices
  • At least three years’ experience with managing (hiring, coaching, performance management), supervising and training a group of employees highly desired
  • Current technical hands-on experience in designing, configuring, implementing, managing, and troubleshooting in current technologies such as
  • Experience overseeing desktop support to include receiving, reimaging, deploying PCs
  • Experience building and supporting Windows 7 and 10 based images with SCCM, Ghost or other OS imaging packages

Skills For IT / Desktop Support Manager, Needed Resume

  • Experience supporting end users using a web platform (including but not limited to familiarity with: HTML, SharePoint Office 365, OneDrive)
  • Experience with creating, modifying, and updating images/patches as well as other methods of OS installation
  • Experience supervising and building relationships with people at a variety of levels required
  • Considerable experience with project planning and implementation with the ability to simultaneously manage multiple projects with competing deadlines
  • Demonstrated success meeting customer service expectations and managing customer relationships
  • Experience creating training materials/program to build staff technical competencies
  • Experience administering/deploying most technologies related to this role (GPO, Office 2016, Adobe Creative Cloud, endpoint security)
  • Experience of diagnosing and resolving IT related faults/issues
  • Experience in providing services to users spread across multiple locations and collaborating remotely with staff in remote locations

Skills For GTI, Remote Desktop Support Manager, IRC Resume

  • Experience with creating and managing accounts in Active Directory and Exchange
  • Experience managing technology vendors and holding accountability for metrics, deliverables and SLA’s in relation to current contracts
  • Experience with enterprise deployment systems (Symantec Ghost, SCCM, Casper) and enterprise monitoring and reporting systems
  • Experience managing a team’s budget and invoice approvals LI-HD#IT
  • Experience managing a team’s budget and invoice approvals
  • Experience managing a help desk or critical support function in the financial services industry

Skills For IT Desktop Support Manager Resume

  • Experience managing relationship between technology service provider and hospital
  • Good knowledge of network technologies and basic level troubleshooting
  • Experience of working in a customer focused IT support environment which has included technical problem resolution
  • Experience of developing relationships with external agencies and organizations
  • Proven ability to plan, prepare and monitor project plans, budgets and schedules utilizing PC software tools
  • Management of ticket flow and technician workload; setting daily priorities to meet department goals and customer expectations
  • Establishment of effective and productive working relationships with staff at all levels within Pew
  • Experience in providing end user support on multiple computer platforms: MAC, Windows, Linux and mobile devices
  • Prioritize tasks among many competing requests

Skills For Desktop Support Manager Kettering, Oh Resume

  • Document solutions and standard operating procedures for development of a knowledge database to be used by clients for more effective customer service
  • Experience with managing a support queue
  • Experience as an engineer managing end user desktop environments
  • Experience of managing a high performance operational team
  • Experience and ability to work both in a team setting and independently
  • Two or more years of relevant management experience in desktop support or a related area
  • Ensures excellent customer service and provides a strategic vision
  • Hands on experience with helpdesk and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience in both a Windows and Mac environment

Skills For Desktop Support Manager Tier Resume

  • Experience of managing in a global support environment
  • Experience developing and managing both technical and non-technical processes and procedures in a complex support environment
  • Experience with ServiceNow, Remedy, NetDB or other internal Stanford Software
  • Recommends and implements tactical procedures to improve operational effectiveness and enhancements to services or programs
  • Experience with Windows active directory, LDAP, and group policies
  • Experience with Active Directory, MS System Center, or other systems management platforms
  • Experience with iOS, Android, and Windows Phone support, and mobile device management
  • Manage all operational activities and set operational priorities
  • Solid knowledge of Intel, Wintel and OS technologies

Skills For Desktop Support Manager Resume

  • Understanding of managing resources
  • Working knowledge of Remedy and building reports for SLA Management
  • Providing customer service, Technical expertise and overall management of all Platinum, Gold and Silver Service Leval Agreements
  • Understanding of software installation and
  • Complying with the business unit’s standards and procedures
  • Is responsible for hiring, firing, promotions and end of year reports as well as submitting techs for merit bonuses
  • Manage incidents by working with the rest of the IT operational organization, handling escalations, and generating reports for management review
  • Setup equipment for employee use, performing or ensuring proper installation of hardware, operating systems, or appropriate software

Skills For Help Desk & Desktop Support Manager Resume

  • Quality checking and auditing of work carried out by the Desktop Support team
  • Manage enterprise client asset including tracking, replacement, and surplus of equipment
  • Ensure the team is meeting and exceeding performance expectations as defined through metrics and benchmarks
  • Leading and/or managing technical support technicians
  • Proficient and advanced with creating charts/graphs/spreadsheets for reviewing statistics related to IT support
  • Expert understanding of IT procedures while addressing issues with impact beyond own team based on knowledge of related disciplines
  • Manage employee performance including goal setting, reviews, disciplinary action, and career development

Skills For Remote Desktop Support Manager Resume

  • Assist with troubleshooting and root cause analysis for issues with infrastructure assets, including hardware, software, and network infrastructures
  • Knowledge of TCP/IP networking, serial communications, desktop security, trace tools, system logs and troubleshooting connectivity problems
  • Manage and be responsible for the personal and technical development of the team, including appraisals and training plans
  • Quality checking and auditing of work carried out by the support team
  • Ensure adequate staffing levels are maintained
  • Responsible for assuring users are provided efficient and timely support
  • Maintain team competency and enhance professional growth through continuing education
  • Complete evening and/or weekend project work, as needed

List of Typical Responsibilities For a Desktop Support Manager Resume


Responsibilities For Help Desk & Desktop Support Manager Resume

  • Knowledge of Active Directory, Network Essentials, SCCM and Office 2010/Office 2016, VoIP systems and basic AV skills
  • Ensure that all requests from End Users are handled promptly and effectively, and if necessary escalated to the appropriate level
  • Experience in working with onsite and offshore team setup
  • Experience supervising a team of at least 4 team members
  • Hire new employees, organize workflows, manage priorities, create budgets
  • Build and maintain a good relationship with office administration on office needs
  • Participates in the recruitment, discipline, performance planning/reviewing, scheduling, and morale of team members
  • Assists the Director in creating, implementing, and administering strategic plans, tactical plans, and corporate budgets for Technical Services

Responsibilities For Remote Desktop Support Manager Resume

  • General understanding of server computing, networking, phone setup / support, storage, virtualization, and business applications
  • Diagnose and resolve software and hardware incidents, including operating systems (Windows, Mac, iOS and Android) and across a range of software applications
  • Proficiency with troubleshooting Audio Visual and Networking problems
  • Performs troubleshooting and root cause analysis for issues with infrastructure assets, including hardware, software, and network infrastructures
  • Manage all conference and meeting room multimedia events ensuring technical set-up meets client’s expectations
  • Provides oversight responsibility for multiple locations’ computer equipment inventory and auditing responsibility for accuracy
  • Oversees the administration and maintenance of computer stations and software for company training programs and provides additional support if necessary
  • Manage a large team of professionals providing desktop support
  • Monitor and maintain desktop services throughout the organization, assigning resources to ensure operations

Responsibilities For IT / Desktop Support Manager, Needed Resume

  • Develop and communicate Standard Operating Procedures; propose, document and implement changes to policies and procedures
  • Give proper couching to internal and external personnel
  • Manages third party vendors and helps negotiating Infrastructure services
  • Manages IT assets accordingly making sure that proper end of life processes are in place
  • Help the Sr. Infrastructure Ops Manager on NAM projects and specially on setting up new locations and support models around those
  • Leads a team of 60 desktop support technicians in developing new products, processes, standards or operational plans in support of the project/family
  • Energize staff and continuously seek new ways of increasing support efficiencies

Responsibilities For GTI, Remote Desktop Support Manager, IRC Resume

  • Ensure all phases of computing support are coordinated, monitored, logged, tracked, and resolved appropriately; often serve as the final escalation point
  • Continuously identify cost reduction for service delivery through leveraging tools, automation, and best practices
  • Develop and implement strategic plans to solve complex issues involving the integration of various technical systems
  • Ability and desire to adapt to a fast-paced environment with changing customer needs, technology requirements and strategic direction with ease
  • Ensure that escalations to Level 3 Support are being handled efficiently
  • Define escalation procedures for incidents and work closely with the Service Center Supervisor to ensure escalations procedures are being followed
  • Assists Support Center Analysts in solving non-routine software, hardware and procedure problems
  • Receive and promptly address tickets escalated from Desktop Support Supervisor to ensure timely resolution and customer satisfaction
  • Manages the operations of a team providing executive level Tier 2 production support for hardware, software, networking, storage and security in a complex computing environment. Responsible for the team’s rapid, high-quality resolution of requests and incidents

Responsibilities For IT Desktop Support Manager Resume

  • Manage client resources and provide rigorous reports
  • Continuously evolve and define processes within the department
  • Provide overall project management (budget, resources, processes, etc.)
  • Comply with CGI’s Member Partnership Management Framework (recruitment, integration, career plan, performance evaluation, meetings, pay equity, satisfaction assessment)
  • Identify and coach potential succession candidates within the department
  • Manage suppliers and monitor service quality
  • Meet delivery commitments (capacity, performance, availability, deadlines, etc.)
  • Track data and write reports on team objectives and metrics

Responsibilities For Desktop Support Manager Kettering, Oh Resume

  • Assign and coach support specialists through new and routine tasks
  • Ensure adequate staffing levels are maintained within the support team at all times. Ensure jobs assigned to the IT Support group are managed and completed within targets outlined by the Service Level Agreements (SLA)
  • Set procedures and processes in line with standards within the IT desktop environment
  • Propose, document and implement changes to policies or procedures in line with technological advancements
  • Assist in the development, maintenance, implementation and changes to the SLAs
  • Act as a primary point of contact for escalation from a desktop support level in times of major system outages, supplier issues and conflict resolution with customers

Responsibilities For Desktop Support Manager Tier Resume

  • Monitor and identify any trends or irregular activities on jobs logged with the support group that could relate to potential IT issues and escalate to the Director
  • Assist community in choice of appropriate hardware and software – desktops, laptops, smartphones, printers, etc
  • Supervision of 10 Technology Support Analysts
  • Self-driven and able to lead a team
  • Provide white glove service to C level executives
  • Be available for weekend and after-hours support when needed

Responsibilities For Desktop Support Manager Resume

  • Office 365 / One Drive for Business
  • Mobile Devices (iPad, iPhone, Android)
  • Dell / Apple / Microsoft Surface hardware
  • To lead the team responsible for the support of the end-users for desktop solutions (hardware and software)
  • Leads the team responsible for the support of all end-users in multiple locations. Ensures that the day-to-day operations of the Help Desk are organized and that there is sufficient coverage at all times for end-user support
  • Working with Leadership team, creates, implements, and enforces supports standards and procedures for hardware, software, and imaging systems for the organization
  • Ensures the flow of the service delivery processes are continuously improved to ensure end-user satisfaction
  • Establish Disaster Recovery process and lead the annual DR implementation plan

Responsibilities For Help Desk & Desktop Support Manager Resume

  • Ensures that SLA’s are maintained to the Business Area’s satisfaction
  • Owns the end to end user support in the US and remote/sales offices
  • Ensures high satisfaction level for end user support by making sure the remote Service Desk is accomplishing the agreed KPI’s and managing the local resources according to the demand
  • Manages the Regional Mac support for North America making sure the global standards are being followed and proactively managing the new demand for applications, hardware and software
  • Manages the mobile phone support in the US along with the provider
  • Manages the procurement process for hardware and software in North America
  • Develops service improvement initiatives

Responsibilities For Remote Desktop Support Manager Resume

  • Manage internal employees and external contractors
  • Manage yearly budget for end users support and procurement
  • Monitors the incident resolution and service level KPI’s
  • Technical proficiency and awareness (Network, Microsoft solutions, Mac concepts, DC ops)
  • Emphatic person with a “can do” mindset

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