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Chad Davis
Helpdesk Manager
Summary
Highly experienced Helpdesk Manager with 10+ years of experience managing teams of Helpdesk technicians and providing support to over 5,000 employees and customers. Proven ability to improve efficiency and reduce ticket resolution time through the implementation of new ticketing systems and training programs. Expertise in IT Service Management (ITSM), Incident and Problem Management, Change and Configuration Management, Root Cause Analysis, Service Level Management (SLM), and Customer Relationship Management (CRM).
Education
Bachelor’s degree in Computer Science or a related field
September 2017
Skills
- IT Service Management (ITSM)
- Incident and Problem Management
- Change and Configuration Management
- Root Cause Analysis
- Service Level Management (SLM)
- Customer Relationship Management (CRM)
Work Experience
Helpdesk Manager
- Worked closely with other IT departments to resolve complex technical issues.
- Conducted regular performance reviews and provided feedback to Helpdesk staff.
- Assisted with the planning and implementation of new IT systems and applications.
- Managed the Helpdesk budget and ensured efficient use of resources.
Helpdesk Manager
- Managed a team of 10 Helpdesk technicians, providing support to over 5,000 employees and customers.
- Implemented a new ticketing system that reduced ticket resolution time by 25%.
- Developed and delivered training programs to improve the technical skills of Helpdesk staff.
- Created and maintained documentation for all Helpdesk procedures and policies.
Accomplishments
- Successfully implemented a new ticketing system that reduced helpdesk response times by 25%
- Established a knowledge base for endusers, resulting in a 15% decrease in support calls
- Developed and facilitated training programs to enhance technical skills of helpdesk team, leading to a 20% improvement in firstcall resolution rates
- Successfully migrated helpdesk operations to a cloudbased platform, improving accessibility and reducing downtime by 40%
- Implemented automated selfservice tools, enabling users to resolve common issues independently, freeing up helpdesk resources for more complex tasks
Awards
- Received the IT Helpdesk Manager of the Year award from the industry association
- Recognized for resolving highpriority incidents with 99.9% accuracy and within established SLAs
- Received an Excellence in Customer Service Award for consistently delivering exceptional support to internal and external customers
- Recognized by management for exceptional leadership and innovation in driving continuous improvement initiatives within the helpdesk
Certificates
- ITIL Foundation
- CompTIA A+
- CompTIA Network+
- Microsoft Certified Solutions Expert (MCSE)
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How To Write Resume For Helpdesk Manager
- Highlight your experience in managing and supporting large teams.
- Showcase your ability to improve efficiency and reduce ticket resolution time.
- Demonstrate your expertise in IT Service Management (ITSM) and related disciplines.
- Provide specific examples of how you have successfully resolved complex technical issues.
- Tailor your resume to the specific job description and company you are applying to.
Essential Experience Highlights for a Strong Helpdesk Manager Resume
- Manage a team of Helpdesk technicians and provide support to over 5,000 employees and customers.
- Implement a new ticketing system that reduces ticket resolution time by 25%.
- Develop and deliver training programs to improve the technical skills of Helpdesk staff.
- Create and maintain documentation for all Helpdesk procedures and policies.
- Work closely with other IT departments to resolve complex technical issues.
- Conduct regular performance reviews and provide feedback to Helpdesk staff.
- Assist with the planning and implementation of new IT systems and applications.
- Manage the Helpdesk budget and ensure efficient use of resources.
Frequently Asked Questions (FAQ’s) For Helpdesk Manager
What are the key responsibilities of a Helpdesk Manager?
The key responsibilities of a Helpdesk Manager are to manage and support a team of Helpdesk technicians, implement and improve ticketing systems, develop and deliver training programs, create and maintain documentation, work closely with other IT departments, conduct performance reviews, assist with planning and implementation of new IT systems and applications, and manage the Helpdesk budget.
What are the essential skills for a Helpdesk Manager?
The essential skills for a Helpdesk Manager are IT Service Management (ITSM), Incident and Problem Management, Change and Configuration Management, Root Cause Analysis, Service Level Management (SLM), and Customer Relationship Management (CRM).
What is the average salary for a Helpdesk Manager?
The average salary for a Helpdesk Manager in the United States is around $75,000 per year.
What are the career prospects for a Helpdesk Manager?
The career prospects for a Helpdesk Manager are good. With experience and additional certifications, Helpdesk Managers can move into management roles such as IT Manager or Director of IT.
What are the challenges of being a Helpdesk Manager?
The challenges of being a Helpdesk Manager can include managing a team of technicians, dealing with difficult customers, and staying up-to-date on the latest technology.