Service Desk Lead Resume Sample

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Antoinette Leuschke
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Work Experience


Service Desk Lead
04/2018 - PRESENT
Los Angeles, CA
  • Maintain customer access and availability to the SSPS payment system
  • Serve as the primary point of contact for users (providers and field staff) of the Social Service Payment System (SSPS), providing information and support
  • Escalate unresolved incidents to next level for further diagnosis and resolution
  • Collect, maintain and provide problem status information to customers
  • Ensure customer understanding of the resolution and provide a root cause determination, if available
  • Process negotiables and facilitate payments
  • Windows Client Operating systems
  • Common web services (intranet, O365, etc.)
  • Standard user environment (File shares, Print, MS Office)
IT Service Desk Lead
09/2014 - 10/2017
Philadelphia, PA
  • Works independently to provide daily support to IT Support & Administration team
  • Provides guidance, support, and coaching to the IT Support staff
  • Regularly monitors and reports on relevant IT Support metrics and service levels
  • Establishes and maintains solid working relationships with peer departments and vendors to ensure teams meet service level agreements
  • Serves as a liaison among the various teams within the IT department determine incident and escalation priority
  • Communicates major outages to internal employees
  • Curates the IT Support knowledge base
  • Lead Tier 1 technical support activities of assigned workgroup for corporate, distribution, and retail associates including initial troubleshooting
  • Demonstrate and serve as an example to junior agents the qualities representative of A&F’s unique culture with a strong appreciation for customer service, inclusiveness, and a casual hospitality
Senior Service Desk Lead / Supervisor
12/2009 - 04/2014
Philadelphia, PA
  • Support retail operations by providing guidance to store associates
  • Troubleshoot problems to resolution or escalate when necessary
  • Document incidents, comments, and resolutions within the incident management system, utilizing available knowledge resources while identifying and calling attention to gaps in process and/or knowledge resources
  • Coordinate the fulfillment activities of assigned workgroup in regards to hardware and software requests
  • Maintain shift assignments for junior associates, handle scheduled and unscheduled absence requests
  • Participate in on-call rotation to provide agents a 24x7 escalation point
  • Field trouble calls and assistance requests and coordinate IT support required to sustain and enhance USSTRATCOM’s infrastructure and the mission-critical GOTS systems
  • Experience drafting and coordinating governance and guidance documentation

Education


Herzing University - Minneapolis Campus
2004 - 2008
Bachelor's Degree in Business

Professional Skills


  • Strong communication skills, very strong English-speaking skills
  • Strong analytical skills with an attention to detail; excellent written and verbal communication skills
  • Excellent customer service skills (Strong business focus and stakeholder engagement skills)
  • Strong customer service focus; excellent communication skills, including presentations and Score Cards
  • Lead a group or team and give clear direction; demonstrated strong oral and written communication skills
  • Detail oriented with strong organizational skills; Ability to provide technical support training
  • Excellent client-facing written communication skills

How to write Service Desk Lead Resume

Service Desk Lead role is responsible for customer, software, training, technical, security, retail, credit, procurement, auditing, shipping.
To write great resume for service desk lead job, your resume must include:

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

Contact Information For Service Desk Lead Resume

The section contact information is important in your service desk lead 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 Service Desk Lead Resume

The section work experience is an essential part of your service desk lead 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 service desk lead responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service desk lead position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Service Desk Lead resume experience can include:

  • Good keyboard skills. Computer literate – user knowledge of Microsoft® Excel®, Outlook® and Word®
  • Good understanding of SD operations with focus on customer experience management
  • People skills, managing distributed teams and team management
  • Monitor CenterVu and perform floor walking responsibilities effectively to drive Service Level and First Call Resolution
  • Prioritize multiple competing priorities in a fast-paced environment
  • High results oriented with analytical, problem solving and demonstrable presentable skills

Education on a Service Desk Lead Resume

Make sure to make education a priority on your service desk lead resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service desk lead 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 Service Desk Lead Resume

When listing skills on your service desk lead 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 service desk lead skills:

  • Strong phone and verbal communication skills along with active listening to manage inbound/outbound calls via IVR in a timely manner
  • Solid knowledge of interpersonal, verbal, and written communication skills
  • Solid knowledge of mid-level MS Excel skills
  • Excellent problem-solving skills while providing first class customer service
  • Bring technical skills, and become application owner, for various software we use
  • Experience of supervising teams and a proven understanding of the tools and techniques required to manage performance and drive improvement

List of Typical Experience For a Service Desk Lead Resume

1

Experience For IT Service Desk Lead Resume

  • Staff Management experience (2+ years), with performance management/ development planning experience
  • Maintain good housekeeping and a safe working environment in workstation, IT Lab, and other assigned storage areas
  • Experience of working to SLA’s and PI’s/KPI’s
  • Strong knowledge in writing complex SQL queries
  • Good timekeeping and time management
  • Ensure support readiness prior to the release of new technology with support of service transition
  • To be able to coordinate responses to high priority incidents, escalations and support of the major incident process
  • Experience with US government security standards, DevOps and Agile methodologies, and IT Service Management principles
2

Experience For Technical Applications Service Desk Lead Resume

  • Ensures the IT department is right sized with experienced, motivated, and highly technical employees
  • Prioritizes requests and activities and develop schedules and work plans for projects/initiatives
  • Run an effective Service Desk and support function for ING employees and business units
  • Customer experience advocate; manage and improve the perception of the IT Operations Service Desk among Business users of the organisation
  • Proven ability to leverage systematic troubleshooting methodologies to solve complex cross-functional problems
  • Proactive approach, with a proven track record for innovation and thought leadership
  • Provide an effective point of escalation for direct reports and customers where appropriate
3

Experience For Senior Service Desk Lead / Supervisor Resume

  • Experience with ServiceNow or Remedy
  • Experience in a service desk / help desk / production support environment
  • Hiring, training, performance management and development planning for Service Desk team members
  • Managing the overall end user support service activities, including all Service Desk staff (Level I Analysts)
  • Training team members in existing processes, tools, and applications
  • Troubleshooting of End-user Computing Operations, Client Hardware, Office Applications Knowledge
  • Delegating and assigning tickets/tasks/workload as appropriate
  • Looking for a challenging role in which they can develop personally and professionally in line with corporate objectives
  • Acting as the escalation point for the Service Desk team
4

Experience For Service Desk-lead Resume

  • Providing day-to-day oversight of team performance in conjunction with the Delivery Manager
  • Ensuring the quality and consistency of team produced engagement-related documentation
  • Gathering engagement level metrics, quality, progress meetings
  • Applying service management best practices
  • Facilitating daily operational reviews
  • Understanding of ITSM and ITIL processes and governance
  • Working in Shifts, preferably 2nd Shift (12pm-9pm)
5

Experience For Dshs Service Desk Lead Resume

  • Provide customer support through installing, diagnosing, repairing, maintaining, configuring, granting, and upgrading systems and hardware
  • Timely action and delivery of agent coaching regarding call handling, ticket quality as well as all other delegated coaching responsibilities
  • Manage performance by coaching, developing, and mentoring team members
  • Promote high standards of working practices within the team including driving compliance to IT procedures and policies
  • Oversee an engineering team responsible for image creation supporting multiple hardware platforms (Windows, Mac, and Linux)
  • Assist with identifying and creating job aid and SOPs creation
  • Responsible for documenting the established standards for knowledge management, projects, configurations, and standing operational procedures
6

Experience For Enterprise Management Service Desk Lead Resume

  • Objectives setting and performance management reviews of team members (including 1-2-1s and team meetings)
  • Train new staff, assist with performance reviews, and provide leadership and coaching, including technical and personal development for team members
  • Works with the Managers of IT on establishing processes and policies to build a high-performing organization
  • Escalated ticket handling before approaching Tier 2
  • POC’s during outages, tasked with any detailed troubleshooting as requested from Tier 2/3/etc
  • Ensure call quality by monitoring team performance and acting on quality check reports
7

Experience For IO Service Desk Lead Resume

  • Work with the business to identify gaps or problems with existing processes. Drive positive change while ensuring the needs of the organization are met
  • Monitor team metrics and address bottlenecks/issues with ticket resolution. Focus on Service Level Agreements and ensuring the team is meeting commitments
  • Responsible for maintaining Use Cases, Incident Templates and any other supporting documentation as needed
  • Manage the operational workload of the team including work allocation and proactive resource planning
  • Broad technical knowledge of hardware and applications, not limited to, but including the following
  • Guide the team and directly assist in developing standard operating procedures (SOPs), work instructions, policies and procedures
  • Leverage expertise with solutions help desk, ticketing, ITIL service management, SLA management, root cause determination, and IT service management
  • Conduct quality checks on incidents to ensure timely resolution of problems according to the SLAs
8

Experience For Service Desk Lead Resume

  • Provide escalated support in troubleshooting activities
  • Document all processes in reference manuals for the purpose of training and guidance
  • Handle researching options and research computer bugs and their solutions
  • Handle infrastructure administration activities such as server and storage capacity handling and directory services management
  • Operational exposure to End User Compute technologies including O365, Collaboration areas
  • Develops and maintains portfolio of IT Service Management policies and operating procedures across the Service Desk Team
  • Focused on delivering exceptional services across Polaris enterprise
  • Performs appropriate testing of detection and incident response
9

Experience For IT Service Desk Lead Resume

  • Staff management including; people management, performance management and workforce management
  • Able to work non-standard hours for periods of time as needed and to participate in rotating on-call after hours and on weekends
  • Queue Supervision in absence of Supervisors (vacation, illness, training, events)
  • Shadow/Reverse Shadow developing agents
  • Act as quality control for the team-- addressing team ticket quality, responsiveness, thoroughness, ticket hygiene, etc
  • Manage performance again Service Level Agreement (SLA) metrics and conduct performance reporting
  • Provides basic technical support for standard computer software packages including, but not limited to, Excel, Word and Email
  • Installs, configures, and troubleshoots computer problems that include hardware, operating systems, printers, modem, and wide area network communications
10

Experience For Technical Applications Service Desk Lead Resume

  • Manage the day to day operational service provided by the IT Service Desk and desktop support team, delivering high quality IT service to 3500+ users
  • Act as the technical escalation point for the team, taking ownership of complex issues that can’t be resolved at first line
  • Support the team technically, completing incidents and changes requests when needed within this role
  • Wireless network support (ideally Cisco Wireless Networking)
  • Notify management of SLA impacting events and potential P1 issues
  • Work a flexible schedule, including on call shifts

List of Typical Skills For a Service Desk Lead Resume

1

Skills For IT Service Desk Lead Resume

  • Excellent written and verbal communication skills with the ability to clearly articulate solutions to customers/colleagues with varying technical knowledge
  • Solid, proficient problem diagnosis skills in range of system types or applications
  • Assist with mentoring and coaching for the team. Build skills and train team members
  • Service Desk and application troubleshooting skills
  • Proven experience providing IT support for users via phone and\or in person
  • Proven experience supporting Microsoft Office products as well as peripheral devices (i.e. printers)
  • Able to work effectively to tight deadlines and targets
  • Demonstrated experience in many areas of Infrastructure
2

Skills For Technical Applications Service Desk Lead Resume

  • Good experience in Service Desk set up & management
  • Experience of motivating teams in a demanding customer facing environment
  • Knowledge with networking as well as experience in configuring and using various mail clients and IP-based desktop connections
  • Ensure SLAs and KPIs are adhered to, whilst ensuring good quality customer service and championing the wider needs of our user base
  • Experience of mentoring and developing a technical support team with an ability to manage performance levels of the team and individuals
  • Experience of proactively identifying and driving service improvements
  • Experienced in improving processes and putting forwards new ideas to improve processes
  • Accomplished in organising and prioritising workload
  • Experience in performing staff training on application usage and administration of 2-3 years
3

Skills For Senior Service Desk Lead / Supervisor Resume

  • Excellent understanding of networking, Novell, Active Directory, GroupWise, Outlook, PC hardware/software, proprietary applications, Internet and remote access
  • Experience with troubleshooting and resolving technical issues for end-users, problem ticket escalation, and proactive service/support
  • Experience in team performance coaching and mentoring
  • Experience of using and configuring IVR / Call Manager Systems
  • Experience of working to and developing Service Level Agreements
  • Provide Service Desk staff with guidance and training based on experience handling progressively complex questions and situations
  • Serve as team lead in assessing and assigning priority level incidents
4

Skills For Service Desk-lead Resume

  • Experience with CISCO call system for monitoring agents to running grade of service reports
  • Help smooth onboarding and offboarding experience to ensure no misses. Continue to improve new hire documentation and processes
  • Experience with supporting high performing teams in a high ops tempo environment
  • Experience of working within education sector
  • Desktop Tech PC troubleshooting experience
  • Experience of managing technical support to remote offices and mobile users
  • Experience with Outlook 2010, Office 365, Virtualization, Video conferencing suites and printer support
  • Experience of supporting iDevices and Mobile Deployment Management systems
5

Skills For Dshs Service Desk Lead Resume

  • Experienced working with clients face to face and remotely
  • Experience providing direct user support in a call center environment required
  • Previous experience with CA Service Desk or other Service Desk incident tracking software
  • Experience in a professional work environment with at least 7+ years managing IT teams in desktop service and support (Windows, Mac, and Linux)
  • Experience in a leadership position managing IT service delivery in an enterprise IT environment and in support of service automation
6

Skills For Enterprise Management Service Desk Lead Resume

  • Experience using industry best practices such as Help Desk Institute (HDI), ITIL/ITSM or other service delivery framework
  • Experience supporting a large campus enterprise IT environment
  • Experience with ServiceNow, remote control/remote support tools, and troubleshooting/diagnostics tools
  • Experience utilizing ITIL best practice
  • Experience in monitoring operations center or enterprise service desk environments
  • Experience working within an IT environment
  • Breadth of industry and sector experiences manufacturing, retail etc
7

Skills For IO Service Desk Lead Resume

  • Good knowledge of Infrastructure scope and understanding specific to Wintel administration
  • Good stakeholder management including key customer groups within the organization
  • Experience of working in a service desk or similar technical environment
  • Maintain strong asset management standards
  • An accomplished relationship builder with a strong focus on exceptional customer service
  • Demonstrated excellence in Customer Service and people management of 2-3 years
  • Service desk experience of 2-3 years
8

Skills For Service Desk Lead Resume

  • Solid knowledge of Excel, Access, Adobe and Microsoft Office suite
  • A strong-willed, self-motivated, take charge individual
  • Demonstrated ability to communicate, support, and implement change
  • Make independent judgments based on knowledge and experience within specialization
  • Agile, Scrum, or Kanban certification / experience
  • Ervice Desk Agent Experience
9

Skills For IT Service Desk Lead Resume

  • Solid knowledge of business processes and functions with an exceptional attention to detail
  • Experience in a Service Desk Analyst role
  • Experience in a technical service support lead or supervisory capacity
  • Experience of ITIL Service Management principals and processes
  • An effective relationship builder
  • Solid technical knowledge of enterprise IT environments
  • Experience of IS work management systems (ideally ServiceDeskOnline)
10

Skills For Technical Applications Service Desk Lead Resume

  • Proven ability to drive and deliver continual service improvement
  • Mentor Service Desk Analysts to ensure that they deliver excellent customer service, and provide customer guidance
  • BMC Remedy Service Desk Application experience
  • Hands on Operations management experience in similar environment
  • Experience with leading help desk operations
  • Experience working in a Global Enterprise environment with 5000+ People Strength

List of Typical Responsibilities For a Service Desk Lead Resume

1

Responsibilities For IT Service Desk Lead Resume

  • Schedule management and work task assignment and prioritization
  • Experience as a Technical Support Analyst
  • Experience in ITIL environment
  • Responds to Incident/Service Requests on production systems within guidelines determined by Priority
  • Understanding the Hardware side
  • Proactive, outgoing approach towards introducing ideas and participating in detailed technological discussions
  • Management of shift scheduling and staffing in support of a follow-the-sun support model
  • Maintains ownership of Incidents, ensuring timely entry, updating, and closure of all tickets and issues
2

Responsibilities For Technical Applications Service Desk Lead Resume

  • Identify, recommend, develop, and implement customer training programs to increase computer literacy and self-sufficiency
  • Ownership of all incidents from inception through to resolution, including confirmation from the customer that resolution has been achieved
  • Proactive approach/ strategy development towards improving MTTR & MTBF metrics for core services and infrastructure
  • Be a thought leader in a dynamic client setting, develop a deep comprehension of client challenges, and provide proactive solutions
  • Available for 24x7 rotating support
3

Responsibilities For Senior Service Desk Lead / Supervisor Resume

  • Lead a team by example by being a team player, self-starter
  • Develops and maintains staffing schedules to ensure 24/7 coverage of Tier1 and Tier2 staff
  • Provides technical assistance and training to PC technicians and end-users
  • Creates and maintains PC support documentation, including user guides and SOPs
  • Ticket Queue Auditing
  • Adapt to new development environments and changing business situations
  • Updates operational procedural documentation as needed to reflect new or modified procedures
  • Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
4

Responsibilities For Service Desk-lead Resume

  • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for customers
  • Manage the L1 External SD operation to optimize its efficiency and maximize support to the end-users
  • Manage cross functional teams for the purpose of deploying IT solutions or promoting structured software engineering and process improvement initiatives across an enterprise and apply best practices for IT solutions; design deployment solutions for Enterprise-wide rollouts and upgrades
  • Oversee a team of technicians responding to service requests, moves/adds/changes, trouble ticket resolution in an Enterprise environment, Unified Communications support, and vulnerability patching support
  • Provide advice, technical consultation, and guidance by analyzing and resolving problems and evaluating alternative means of satisfying user requirements, research and implement new technology to service the client and the team while staying up to date on the latest solutions, and communicate with the vendors to ensure the best option is provided
  • Oversee Project Managers responsible for managing multiple projects to meet project milestones, schedules, and scope in alliance with best practices; identify reoccurring issues and work with IT and business partners to remediate using the problem management process
  • Facilitate requirements gathering sessions and document requirements, and validate requirements with stakeholders as they relate to current environments and future trends
  • Clear, proactive and frequent communication to customers as to the progress of their incident or request
5

Responsibilities For Dshs Service Desk Lead Resume

  • Ownership and completion of issues identified as desk side support
  • Create knowledge base articles and publish tips and techniques for commonly seen incidents on a web page for customers
  • Customer advice on the use of commonly used software
  • Short term customer information on infrastructure and/or server status (Bulletin board on voice and web channels)
  • Support to other support groups and Service Coordination with specialized in depth product and technology know how
  • Involvement of third party support such as product suppliers, product databases and competence centers
  • Retain a close contact with the 3rd level support
  • Provide day to day operational and administrative support to achieve performance targets
  • Review and enforce service level agreements (SLAs)
6

Responsibilities For Enterprise Management Service Desk Lead Resume

  • Provide oversight on problem management and resolution
  • Provide oversight on problem management procedures and documentation
  • Report on help desk metrics to management
  • Organize and coordinate activities associated with installation, deployment, and upgrade of software (Windows), and hardware, as it relates to the desk side environment
  • Take user support requests and delegate requests to team
  • Provide mentorship to team to help develop career paths
  • Handle IT related documentation and make sure that all IT supplies are available
  • Coordinate vendors for acquisition of equipment and software
  • Develop incident response procedures and assist with business intelligence development activities
7

Responsibilities For IO Service Desk Lead Resume

  • Supervise the IT Service Desk support staff by defining and establishing schedules and priorities in performing day to day activities within the service lifecycle
  • Provide oversight and support to the Service Desk team in desktop, access provisioning, hardware, software, general support/questions, and compliance
  • Train Service Desk staff on operational procedures for catalog of services
  • Create status reports for management on progress of projects, open items, and issues
  • Oversight of change and incident management and root cause analysis related to this SOW
  • Drive a performance culture throughout the team
8

Responsibilities For Service Desk Lead Resume

  • Monitor performance (SLAs and KPIs)
  • Aim for 100% customer satisfaction and client focused delivery throughout the call management process
  • Manage incidents and requests according to defined SLAs - ensure 100% adherence to incident and request best practice guidelines (ensure these guides are maintained and adhered to across the group)
  • Assist with absorption of Technical Services 1st and 2nd line support activities back into Global Services
  • Ensure first line fixes are fed back and incorporated into the Knowledgebase
  • Continue to develop quality measures/metrics and that CSI programmes are in place and maintained
  • Maintain the core SLAs for the team, ensure they are aligned to the requirements of the business strategy and that they are met or exceeded
9

Responsibilities For IT Service Desk Lead Resume

  • Knowledge of US government enterprise infrastructure
  • Lead a service desk to mature, client-oriented environment and actively engage with service desk performance, SLA management, and metrics or trend analysis to proactively forecast changes in demand or client needs and requirements
  • Participates in a committee to create an overall SLA driven IT Service Delivery
  • Assists in oversight of daily KPIs and standardized work
  • Recommend SLAs to internal stakeholders, solicit approval, and adhere to approved SLAs on all components of service delivery
  • Lead through example, assist in the buildout of Service Desk team
10

Responsibilities For Technical Applications Service Desk Lead Resume

  • Provides feedback and development opportunities for staff
  • Lead with a continuous improvement mentality, and provide metrics to show the realization
  • Oversees the creations of reportable metrics that are used to validate SLA's and OLA's. Also searches for trends in data that could indicate the need for process engineering or process improvement
  • Consults with business departments as needed
  • Communicates relevant IT-related information to senior leadership and peers
  • Be able to quickly form a problem focus group and use critical thinking skills to resolve system outages and document root causes for future analysis to ensure maximum availability of company systems

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