Support Services Manager Resume Sample

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Douglas Rempel
3949 Lind Centers,  Phoenix, AZ
+1 (555) 677 7629

Work Experience

Support Services Manager
05/2016 - PRESENT
San Francisco, CA
  • Manage day-to-day operations
  • Support Contact Center manager in resource planning, personnel competence development and all related Contact Center operational activities
  • Manage process deviations and minimize the differences in how services are being performed globally
  • Develop, analyze and monitor team and agent performance objectives
  • Secure cooperation with 2nd and 3rd line support for the Contact Center
  • Escalation point for issues related to Contact Center performance
  • Supervises a team of loan specialists; directs/coordinates routine to
Business Support Services Manager
10/2009 - 03/2016
San Francisco, CA
  • In an ambulatory human medical office
  • Ensure all statutory obligations are maintained in line with current legislation
  • This would include both the day-to-day service and strategic development of these services, some noted below,
  • Management of Reactive Calls to ensure contractual timescales are met
  • Proactive management of PPM to ensure contractual timescales are met
  • Fully understand the PMS and availability demands of the FM Agreement and optimise plans to minimise the risk of penalties
  • Management of the M & E engineers day to day
Student Support Services Manager
09/2003 - 08/2009
Phoenix, AZ
  • Manage the organisation of Statutory Inspections to ensure compliance with contractual and legal obligations
  • Completion of Health and Safety audits in line with agreed programme including follow up actions and reporting
  • Staff management including monitoring, induction, PADP, performance and actions where necessary
  • The above is not exhaustive
  • Escalation point for all incidents and requests from key stakeholders
  • Relationship management – act as a trusted advisor to the business, providing ownership and accountability for incidents and escalations, capturing existing and future requirements
  • High level of communication and interaction for upcoming projects, product changes and deployments
  • Organization and management of CSS related internal events (BAB, Expert Bar, IT Café) managing communications, drafting presentations and ensuring global consistency
  • Measuring and reporting of service reviews, cost management and issue management


University of Phoenix - Hawaii Campus
1998 - 2002
Bachelor's Degree in Business

Professional Skills

  • Excellent English verbal and proven written communication skills
  • Excellent human resource skills, including supervision, motivation, evaluation, and discipline
  • Excellent data entry skills are required
  • Excellent oral, written and communications skills are required
  • Writing skills, Word, and advanced Excel to be able to create reports and SOPs
  • Good financial forecasting and budgeting skills
  • Technical knowledge of medical device hardware and software support processes and/or applied skills for solving complex system issues

How to write Support Services Manager Resume

Support Services Manager role is responsible for software, procurement, retail, finance, credit, training, integration, purchasing, security, payroll.
To write great resume for support services manager job, your resume must include:

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

Contact Information For Support Services Manager Resume

The section contact information is important in your support services 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 Support Services Manager Resume

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

Representative Support Services Manager resume experience can include:

  • Build and develop strong leadership teams to ensure a high quality of work, positive associate experience, and a strong succession plan
  • Answer technical questions efficiently and effectively
  • Effectively manages the department’s expenditure and assets within the agreed budget
  • Possesses ability to effectively communicate, present and interact with customers and/or resources from both internal and external organizations
  • Working experience of People Management, Sickness, Performance, PADP, Risk Management and Compliance with HR legislation
  • Experience in building construction, maintenance and lease management is required

Education on a Support Services Manager Resume

Make sure to make education a priority on your support services manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your support services 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 Support Services Manager Resume

When listing skills on your support services 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 support services manager skills:

  • Strong organizational, leadership, interpersonal, communication and team building skills are essential
  • Excellent communication and customer service skills as well as the ability to build positive relationships
  • Industry experience: Distribution, Fulfillment, Warehousing, Consolidation, Manufacturing, Retail Operations
  • Prior experience working for a global IT vendor in a similar role
  • Demonstrated supervisory experience in a health care setting
  • Demonstrated track record of a solid understanding of the Laboratory and supply chain processes

List of Typical Experience For a Support Services Manager Resume


Experience For Business Support Services Manager Resume

  • Increase awareness of IT products and services, identify opportunities to increase adoption rates and establish training programs and documentation to improve user usability
  • Represent various Lines of Business at regional and global level, identifying commonalities and cascading information around project management, policy changes and business developments
  • Manages a team of loan specialists; directs/coordinates routine to complex transactions to process transactions, service internal and external customers and external vendors
  • Ensures effective control of workflow to meet time deadlines; set priorities and organizes the workload for assigned area of responsibility to effectively manage department time
  • Establishes good working relationships with individuals at payer organizations, physician practices and other company departments
  • Specific work or project experience: Troubleshooting Hardware/Software issues

Experience For Technical Support Services Manager Resume

  • MoD experience would be advantageous
  • Certifications:Valid Driver’s License
  • Industry experience: Retail, IT, Public or Private industry,
  • Filing and reporting requirements
  • Supports the Director of Distribution with high-level financial planning, forecasting, and large capital and expense spends
  • Acts as customers and account team’s primary “Services” contact during critical situations
  • Assists workers with questions, concerns, and problems regarding patients, medical office personnel, and payers
  • Oversees the data entry office, ensuring they support facility production by accurate review and resolution of freight records
  • Supports and provides training to personnel in other facilities as needed

Experience For Student Support Services Manager Resume

  • To set up targets in accordance with Co plan and factory top team, and ensure all agreed targets are achieved: (Manufacturing Cost/Quality/Waste/EH&S/etc)
  • Computer equipment to include word processing, spreadsheets and databases, and related software packages
  • Knowledge of budget and accounting principles and practices
  • ITIL certification or background and training within ITIL
  • Competent in the use and application of Microsoft Office computer programs, including Word, Excel and Power Point and overall ICT
  • Supervising employees
  • Positive, motivating, and customer centered attitude
  • Oversee HSE reporting for Regional PSS

Experience For Administrative Support Services Manager Resume

  • Technical proficiency with POS hardware & configurations: networking & security: Windows Server 2008
  • Technical proficiency with Microsoft operating systems
  • Perform quality assurance testing of new hardware and software
  • Provide trouble-shooting for POS hardware and software issues within the POS environment
  • Directly manage day-to-day operations and maintenance activities for PAE’s support services operations
  • Manages the remediation process and technical resources by facilitating cross departmental collaboration, coordinates the end to end customer experience and owns the internal and external communications. Acts as customers and account team’s primary contact during critical situations

Experience For Global Support Services Manager Resume

  • Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives
  • Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution
  • Designs, implements and supports processes with Product Management and Engineering regarding customer’s needs and experiences with Citrix’s products
  • To manage allocated site active/operations ensuring that the revenue growth, profit generation, customer satisfaction and employee satisfaction targets are achieved thereby contributing to the business’s overall revenue profit goals set out by the company
  • To manage stock levels consumables and materials effectively ensuring that all purchasing is conducted following the RDM’s organisational guidelines as well as ensuring all client stock is where needed is on site and ready for all scenarios

Experience For Engineering Support Services Manager Resume

  • To ensure all work carried out is to the highest quality and meets (if not exceeds) customer deadlines, SLA and KPI’s
  • Manages patient correspondence through the effective management of staff. Assigns/directs work flow to ensure that all incoming patient phone calls and written patient correspondence are handled in an effective and efficient manner
  • Oversees document control efforts ensuring the effective maintenance and filing of reimbursement documentation (i.e., EOBs), financial reports, patient and third party correspondence, etc
  • Responsible for overseeing the mail handling process – including receipt of all CBO mail, sorting of payment documents from non-payment documents, batching payment documents for receipt entry
  • Maintains established CPS and collection departmental policies and procedures, objectives, & patient/customer service standards and quality
  • Reports to AR Managers and CBO Director any trends that could be causing nonpayment of services as detected during the correspondence, financial counseling and credit balance resolution processes
  • Supervises the clerical support staff and assigns clerical support to appropriate departments as requested by departmental management

Experience For Laboratory Support Services Manager Resume

  • Responsible for the recruitment, selection and headcount management of administrative services staff in assigned location(s)
  • Manages facilities and related maintenance, services and moves of assigned location(s)
  • Partners closely with other departments (HR, Finance, Facilities, Safety, IT and other Operations) to drive consensus, build support and secure resources for regional projects and initiatives, as well as, providing support and resources for other initiatives
  • Manages vendor relationships and responsible for negotiation and enforcement of vendor contracts
  • Serves as a subject matter expert in the administrative function by maintaining technical knowledge by attending educational workshops; benchmarking professional standards; reviewing professional publications and establishing personal networks, particularly within the public accounting industry
  • Train, coach and mentor Service Desk Specialists (Tier 1) including career development. Oversee staff activities. As needed, schedule employees working times and provide backup support. Interact with internal and external customers

Experience For RHS Support Services Manager Resume

  • Assists with contract renewals, amendments, and plan changes. Assists with the review of audit reports and develops corrective actions for deviations; reviews non-compliance issues, assists in writing of scope of services and situation summaries, recommends and presents solutions
  • Manage and maintain contract and purchasing databases and corresponding files
  • Prepares purchasing, procurement, contract and other specialized reports as needed, details purchasing and contract information, surveys or analysis of a complex and difficult nature for management. Interprets various data, reports and recommends and/or initiates actions to be taken
  • Directly execute and supervise desktop technology product and services acquisition, commissioning and disposition for NASA, EMEA, and APAC regions
  • Manage 9 North American TSS associates and interns at 4 sites (Scottsdale, Dallas, Waukesha, Roswell)

Experience For Project Support Services Manager Resume

  • Prepare and update monthly OpEx and quarterly CapEx budgets and forecasts
  • Evaluate and assess new desktop technology products and services. Brief ITG management on same
  • Schedule and manage technology installation and operations at JDA company events such as Focus, GKO and NRF
  • Present at New Associate Orientation (NAO) and oversee quarterly All-Hands meetings
  • Schedule and manage technology installation and disposition at JDA North American facilities
  • Manage personnel resources, work load levels, and priorities to ensure proper coverage throughout the geographical territory and various shift work, and resolve staffing conflicts and resource shortages
  • Coach, mentor, and provide overall leadership support to subordinate staff
  • Provide direction to staff and identify appropriate courses of action to resolve a complex and wide variety of software/hardware and customer service delivery problems
  • Provide recommendations to the IOSS Administrator forecasting the Support Services infrastructure budget needs of TSD and Judicial Branch

Experience For Commercial Loan Support Services Manager Resume

  • Ensure monthly Support Services SLA objectives are achieved and take corrective action when not achieved
  • Collaborate and plan with other TSD and IOSS management and Judicial Branch community on creation and coordination of project implementation timelines, resource planning, and general project planning and execution
  • Create plans for rapid and longer term statewide deployments of various technologies, software, and equipment
  • Prepare monthly and sometimes daily project progress reports for section and executive management
  • Perform normal administrative tasks including: hiring new staff, approval of personal time off, performance evaluations, and disciplinary procedures as required
  • Be responsible for all aspects of the Support Services working environment in the EMEA team (eg. Lab, Spare Stock, workstations, etc)
  • Technical ability to instruct staff on all aspects of estate services

List of Typical Skills For a Support Services Manager Resume


Skills For Business Support Services Manager Resume

  • Good understanding of corporate data, voice and conferencing network technologies
  • Good understanding of GNSS systems including SBAS, Beidou, IRNSS, GPS, Galileo, Glonass
  • Develop safe, healthy and good working conditions and maintain high standards of housekeeping within BAT sites
  • Have a good knowledge of STA protocol-logistics, processing and testing
  • Drives performance of on-and- offsite IT support teams through planning, prioritization, and accountability, including
  • Experience of Managing Sub Contractors and their performance
  • Ensure that good relationship/communication is achieved with both internal and external customers
  • Experience in Leadership and management of a multi-national team
  • Good level of literacy and numeracy

Skills For Technical Support Services Manager Resume

  • Knowledge of effective supervisory practices
  • Manage validity and update of work visa, company licenses and registrations
  • Experience in a POS environment
  • Hands-on experience in a client server environment
  • Cbord / micros 9700 / simphony experience
  • Ensure consistent and equitable administration of human resources policies, procedures and guidelines to facilitate effective employee relations
  • Progressively responsible administrative support experience

Skills For Student Support Services Manager Resume

  • Inventory process and audit experience
  • Management and/or supervisory experience
  • Proven ability to manage cross functional teams
  • Experience in a supervisor or management role
  • Applicable experience
  • Specific work or project experience: IT/Systems Support, Project Manager, Engineer, Operations Manager

Skills For Administrative Support Services Manager Resume

  • Knowledge and experience in juvenile justice programs and policies
  • Experience with Microsoft Office applications such as Excel, Word, PowerPoint, etc
  • One (1) year of mid- to senior level supervisory or management experience
  • Two years of supervisory experience is required
  • Valid driver’s license with an acceptable Motor Vehicle Report isrequired
  • Develop and maintain effective relationships with TSD Asset Administration Services to assure assets are adequately inventoried and tracked

Skills For Global Support Services Manager Resume

  • Provide business teams with reports / data that demonstrate value of services performed
  • Work with Professional Services Manager to prioritise resource
  • Creating, modifying and customizing reports either through direct database access, or by using a tool like crystal reports
  • Giving input to capex requirement for Support Services globally during budget cycles
  • Understanding of Spirent GNSS Simulation systems

Skills For Engineering Support Services Manager Resume

  • Accounting or QS background
  • Networking availability and performance
  • Working knowledge of soft services such as Cleaning, Catering, Pest control, Waste etc
  • Working knowledge of hard services
  • Monitors and ensures accurate reporting including (but not limited to) internal associate tracking, incentive tracking and all assigned LAS reports
  • Ensure POS Systems are always up and operational including monitoring, resolving, and escalating POS system issues
  • Promotes associate development through training, cross-training and coaching
  • Responsible for providing Engineering Services: To provide the factory site with small scale engineering works

Skills For Laboratory Support Services Manager Resume

  • Work involves sitting, occasional walking, and lifting up to 25 pounds
  • Professional certification as a purchasing professional and or public purchasing officer by a national purchasing organization
  • Comprehensive understanding of Microsoft desktop operating systems, Office and Office 365 suites
  • 10%- Credentialing and Licensing
  • Implement and maintain filing and accounting systems
  • Budget Responsibility: $200k payroll; significant direct impacts to expense through minimizing downtime, financial reporting, etc
  • Manage outsourced services such as travel, transportation and telecommunications services including their billing

Skills For RHS Support Services Manager Resume

  • Manage internal bound services such as leased cars, translation, freight, customs clearances, branding and printing, and office logistics
  • Capture client satisfaction and act upon improvements where necessary through client meetings, assessing product usage and training requirements
  • Knowledge of purchasing, receiving and logistics is required
  • Directly manage day-to-day training and conferencing activities for PAE’s support services operations
  • Establish milestones and monitors adherence to training and conferencing plans and schedules
  • Serves as a key point of support, including training, for multiple Logistics facilities in these areas
  • Regular preventative maintenance program is established and followed, driving performance and reliability of all material handling systems
  • Represent his/her departments by building and fostering both internal (Belk) and external (Vendor and Customer) relationships

Skills For Project Support Services Manager Resume

  • Develop and implement processes and procedures regarding LASP visitors to promote, support, and protect LASP business operations
  • Manage day‐to‐day activities of front‐office support staff which includes: greeting visitors, answering general questions, physical security access control functions, sorting and delivering mail, answering and routing incoming calls, and other office tasks, such as faxing, minor bookkeeping or cashiering, and maintaining lobby area orderliness
  • Good understanding of corporate information security policies, procedures and best practices
  • Prioritization: pragmatic approach to multi-tasking conflicts
  • Be able to maintain performance under pressure to ensure effective decision making
  • Establish and maintain effective working relationships with employees and officials, representatives of outside agencies, and the general public
  • Experience working in call center, customer service or service desk environment with 2 years in a supervisory, management or team lead role
  • Experience managing of third party vendors, channel partners and suppliers

Skills For Commercial Loan Support Services Manager Resume

  • Proven track record of bringing teams together
  • General PC Hardware/Software troubleshooting experience
  • Experience working on a Service Desk
  • Experience working in a call center, support center, customer service center, or service desk
  • Operate specialized computer hardware and software including (but not limited to) Warehouse Management System, Item Database, Yard Management System, etc
  • Provides supervision as needed to support efficiency and productivity; providing support and guidance

List of Typical Responsibilities For a Support Services Manager Resume


Responsibilities For Business Support Services Manager Resume

  • Develop and ensure effective controls over vehicles use and maintenance. Ensure Vehicle Logbook are implemented and properly review every month
  • Responsible for providing ongoing training and development programs for all service personnel with follow up and evaluation
  • Develop and implement the operating plans and annual budgets relating to Supply Chain, Fleet Management, Security, ICT and Administrative Services
  • Act as the Subcontracts Program Manager, providing oversight to all major subcontracts on the Program
  • Warehouse Management software availability, performance, reporting, and integration
  • Warehouse Conveyor system performance, efficiency, and troubleshooting
  • Leads the Maintenance/Facilities team, ensuring
  • Assist in monitoring a budget
  • Responsible for managing service desk team

Responsibilities For Technical Support Services Manager Resume

  • Schedule employees working times and provide backup support
  • Train, coach and mentor and motivate supervisors and representatives including career development
  • Future-thinking and can anticipate consequences of actions further in the production chain
  • Ensure timely responses to internal and external customer including telephone, email and mail
  • Participates in assisting staff when needed with overflow of work volumes
  • A recognized further education qualification in a relevant or closely related Engineering discipline
  • Specific Training: N/A
  • To contribute to the development of the Asset Maintenance Plan and the development of the estates Maintenance Strategy
  • Develop income generation and cost improvement schemes

Responsibilities For Student Support Services Manager Resume

  • Accomplishes results through the management of professional team members and/or managers
  • Acts as an advisor to matrix managers or staff members
  • Engages in the NPI process for multiple projects and significant assignments
  • Establishes budgets, operational plans and performance requirements for NPI launches
  • Leads teams to resolve tier 1, 2 and 3 software and hardware operational issues
  • Provide input to operations, resources, customer trends and objectives
  • Analyzes and responds to operational, productivity, and/or customer satisfaction data globally

Responsibilities For Administrative Support Services Manager Resume

  • Ensures engineers and analysts are properly trained when old products are upgraded or new products are released
  • Manage, Lead and develop a large team of Engineers and Support staff both locally and in other regions. This includes
  • Provide input to Monthly KPI reports
  • Other report generation as required
  • Assist with Professional Services Statement of Works delivery/Approval if required
  • Work with other managers of the support services team world-wide to implement and document common processes and procedures to make the team efficient in responding to customer needs
  • Provide line management and leadership support to staff of Supply Chain, Fleet Management, Security, ICT and Administrative Services
  • Lead the development, timely and professional implementation of systems for each department/unit under Support Services to ensure they are effective, efficient, and compliance with WV policies
  • Manage Supply Chain function to ensure timely and transparency of procurement and the compliance with WV policies. These includes the implementation of Procurement systems (ProVision), Blocked Parties Screening, and participate in all Grants/PNS proposal development to ensure Procurement Plan is approved before the project start

Responsibilities For Global Support Services Manager Resume

  • Ensure proper administration of WNRR Office and project offices. These includes but not limited to: Asset management, Utilities Management, Front Desk Management, Ticket/Visa Processing, Visitor Relations and Accommodation
  • Ensure WNRR Inventory and Asset Register are updated and verified and posted every quarter
  • Ensure proper internet connectivity and ensure all staff adhere to WV ICT policies and procedure
  • In liaison with Security Focal Person, ensure the implementation of the Security Protocol and assist the Operations Division to integrate sound security practices into their operations so as to enhance the safety and security of staff, assets and programs and minimize operational risks
  • Develop synergies, open communication, cooperation between Supply Chain, Fleet Management, Security, ICT and Administrative Services
  • Participation in WNRR Leadership Team Meetings and other team based functions especially in strategy development
  • Other responsibilities assigned by the Response Director and Finance & Support Services Director
  • Line Management of the following service teams, Helpdesk; Reception and Pass issue; Stores and Armoury. Motor Transport and Communications Infrastructure Services technical & installation teams. With overall responsibility for mail and post; graphics and reprographics; office cleaning; cash and travel and administration services

Responsibilities For Engineering Support Services Manager Resume

  • Ensure the implementation and adoption of safe working systems and practices for and a regime of trend analysis to optimise the efficient and cost effective management of the technical service functions
  • Budget control, preparation of monthly forecasts and performance targets, first class organisational skills
  • Someone with experience in a similar role
  • Competent management of complex management systems
  • Manage a number of service simultaneously in accordance with the Northwood Service Level Agreement’s and expectations of the client
  • Participate in review sessions with the Government to discuss cost, schedule and technical performance
  • IT Operations- Hardware, software, and application support
  • Data security and access control
  • All safety standards established, regularly reviewed, and associates held accountable

Responsibilities For Laboratory Support Services Manager Resume

  • Facilities are maintained appropriately, including relationship with contracted cleaning service, to maximize productivity, equipment reliability, and associate engagement
  • Supports all reporting needs for the facility, ensuring that distribution center leaders are able to take a data driven approach to their business, key metrics are published to internal/external stakeholders- maintains records for year over year comparisons and continuous improvement measurements
  • Maintains on-call availability 24 hours a day, 7 days a week
  • Follow all established facility safety and security standards; set standards and drive compliance within departments under his/her responsibility
  • Able to work in rotational on-call environment
  • Possess a current open driver’s licence for class C (manual) vehicles
  • In an ambulatory medical office
  • A satisfactory certificate of conduct from the RCMP or local police authority

Responsibilities For RHS Support Services Manager Resume

  • Knowledge of inventory software
  • Maintains lean and efficient workflow processes in all departments
  • Ensures department schedules meet the workflow of each department
  • Manage more than one department in a given period
  • Ensures the lab is regularly informed of any supply chain changes in the division
  • Leads daily meetings with supervisors to communicate strategy and expectations
  • Measures production metrics and coordinates activities to meet/exceed productivity targets daily

Responsibilities For Project Support Services Manager Resume

  • Puts contingency/disaster plans in place to guarantee preparedness for shipment delays or other emergencies
  • Optimize logistics so that shipments arrive in Dublin on time
  • Optimize Client/warehouse supplies
  • Participates on supply chain, monthly Quality Management and monthly Corporate calls
  • Ensures that the safety, quality, and performance reviews on time
  • Thrive in a fast paced enviornment
  • Plans, organizes, and manages the three shift operation of one or more of the following areas: Technical Services, Accessioning, Specimen Management and Referrals, data entry, results transmissions, customer services, switchboard, and administration

Responsibilities For Commercial Loan Support Services Manager Resume

  • Serves as a liaison between specimen handling area and customer services, professional services, sales, and laboratory department
  • Trains appropriate departments on specimen flow procedures. Responsible for the development of and adherence to quality assurance measures to monitor department efficiency
  • Management of all direct reports to ensure compliance and delivery of all PSS Contract deliverables for the region
  • Thorough knowledge of PCI requirements and how they relate to a POS systems
  • Learn new software and hardware, team-oriented, hands-on, and results-driven
  • Work evenings and weekends as needed within a 24/7 on call basis
  • Provide root cause analysis on reported problems
  • Assist in the administration of laptops, desktops, printers, digital signage, operating systems, updates, anti-virus and routine maintenance of university dining technology

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