This is a free Help Desk Manager Resume example that covers objectives and tips to gets you the best job. This professional resume template with action words will help you in writing perfect CV for the desired Help Desk Manager Job.
Help Desk Manager Job Description
- Supervises and coordinates activities of help desk technicians/representatives engaged in assisting computer users with hardware and software questions and problems, fielding telephone calls and e-mail messages from customers seeking guidance on technical problems, diagnosing nature of problems, and assisting customers through problem solving steps.
- Responsible for diagnosing, troubleshooting, and resolving information systems problems to minimize down time of applications and personnel.
- Coordinates problems with appropriate technical, professional, and service personnel, along with users who reported the problem.
- Activities supervised include, but are not limited to, receiving telephone calls from users having problems using computer software and hardware or inquiring how to use specific software; talking to user to learn procedures followed and source of error; answering questions, applying knowledge of computer software, hardware, and procedures; determining cause of problem; and talking with co-workers to research problem and find solution.
- Talks to programmers to explain software errors or to recommend changes to programs. Calls software and hardware vendors to request service regarding defective products. Reads trade magazines and attends computer trade shows to obtain current information about computers.
Sample Help Desk Manager Resume Template
Contact information
In this section you have to include your Name, current home address, Mobile telephone number, Landline telephone number and your personal email address which is currently used.
- Full name
- Present and permanent addresses
- Telephone numbers
- Email address
Professional or career objective
Your objective is the one that clearly underlines your aims and aspirations in that profession. For example a Management Graduate will have to write an objective which is concise and precisely speaks about his role that he wants to play in the Organization.
Sample Objective for Help Desk Manager
Looking for a position to acquire an internship of help desk with Techies Corporation where I can utilize my skills and motivation. Seeking for position to experience Customer Service Intern by using customer service skills
Career Achievements
If you have any major Career Achievements or any Appreciation then this is the section where they should be listed. For Example a Help Desk Manager can add his/her career achievements like,
- Highly accomplished professional with a distinguished career building, revitalizing, integrating and optimizing support organizations to achieve results and facilitate growth.
- Successful in defining and implementing technologies, standards and best practices to enhance average speed to answer, improve first call resolution, minimize abandon rate, and increase overall customer satisfaction.
- Proven success in establishing and directing teams in providing optimal support to national and global users on all hardware, software and networking issues.
- Skilled trainer, mentor and project leader; proven ability to build and motivate high-performance and flexible teams focused on customer service.
- Strategic analyst, planner and problem solver with keen negotiation and communication skills.
Experience
Previous work experience plays an important role while applying for a Job and hence it should be well presented in the resume. Most of the questions during your resume will be related to the previous job that you had and hence you should be well prepared for it. You should begin with putting the name of the organization that you worked for, the duration of your work and the post or the designation at which you were working. After this, you can effectively place points in a bulleted format that talk about the responsibilities and the achievements that you may have achieved during your stay at the previous organization. The work experience of an experienced Help Desk Manager applying for a job would look like,
Help Desk Manager
Krishna Technologies, Mumbai, 2006-Present
- Promoted and given full accountability to introduce new technologies, standards and best practices into Technical Support Organization to support rapid growth and ensure highest quality support.
- Pivotal role in migrating and monitoring operations of Help Desk Organization to outsourced partner.
- Provided vision, leadership and framework to actively identify needs and resolve critical issues.
- Scope of accountability spanned strategic planning, team building and leadership, project and program management, risk assessment, issue resolution, change management, process improvement, Service Level Agreements (SLAs), and customer and partner relationship management.
- Researched, evaluated and facilitated the integration of new tools and systems to automate and integrate key support operations.
Helpdesk Support
Divine Systems, Mumbai, 2003-2006
- Directed all aspects of multiple, simultaneous projects; and resolved all issues.
- Held complete accountability for staff of 14 and multiple vendors.
- Liaised between internal corporate and outsourced partner to oversee the deployment of new technologies and operating procedures to ensure optimal support of 7,000 users.
- Trained and mentored outsourced Analysts on key processes and procedures.
- Single point of contact for internal employees to track, document and resolve Help Desk issues.
Assistant Help Desk Manager
Prism Computers, Mumbai, 2000-2003
- Coordinated all schedules of the staffs.
- Managed all the help desk related operations in a project network atmosphere.
- Researched and collected the results and prepared the report on that research which will be helpful in future.
- Prepared documentation and carried out advertising of tools.
- Attended different seminars to raise information.
Education and Certification
The academic details need to be mentioned in a tabulated format with respect to the degrees or the courses that the candidate would have undertaken in the past. The latest degree or course comes first followed by the last completed course and hence forth going backwards. For example a Help Desk Manager who has completed post graduation or graduation course is applying for a Job or to a company or an organization then his/her details would be like,
- Certificate of Completion, 1 year Microsoft Systems Engineer
Microsoft Technology Institute, Bangalore, 1999
- Bachelor in Business Administration
Karnataka University, Bangalore, 1997
Honors
If you have won any competitions national or international then they could also be highlighted here. For example a Help Desk Manager could lay stress on any exams that he may have given or any seminars or conferences attended. If you are a part of any honorary society or any nonprofit organization then that could also be added here.
The honors and the activities section of a Help Desk Manager would look like,
- Certified member of Help Desk Manager’s Society from 2001.
- Joined American conference for Quality enhancement as member of Indian delegation.
References
The References are generally required so that your present employer can gauge you through the eyes of the people who you were associated with or have worked for. So your teachers or college professors’ details could be placed here. Or your past employer who you would have worked under can also be used as a reference. Ensure that the people whose names you enter know you well and do inform them that you are placing their names as reference because many companies call to confirm. For example the references section of a Help Desk Manager could also look like,
Mr. Bharat Jain
Sr. Manager
Devine Systems
bharat@iiijjkk.com
Salary Range of a Help Desk Manager
- The average salary received is approximately Rs. 30000 per month. This works out to an annual pay package of 3.6 Lakhs to 4 Lakhs per annum CTC.
- The salary from an American perspective works out to be $11000 per Month.
Note: This salary may be variable and it may change from organization to organization.
Frequently asked Help Desk Manager Interview Question
- How do you deal with conflict or criticism?
- Describe a short term goal you have set for yourself and how you intend on achieving this goal?
- What are you looking for in a job?
- What are your salary expectations?
- How do you deal with conflict or criticism?
- What do you know about our company and why do you want to work here?
- Do you have any questions?
