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Johnnie Hughes
Help Desk Manager
Summary
Highly accomplished Help Desk Manager with over 10 years of experience in providing exceptional technical support to users. Proven ability to manage a team of help desk technicians, implement new technologies, and improve the efficiency of IT systems. Expertise in ITIL Foundations, Incident Management, Problem Management, Change Management, Release Management, and Service Level Management. Committed to delivering high-quality customer service and ensuring the smooth functioning of all IT systems.
Education
Bachelor’s degree in Computer Science or a related field
June 2018
Skills
- ITIL Foundations
- Incident Management
- Problem Management
- Change Management
- Release Management
- Service Level Management
Work Experience
Help Desk Manager
- Collaborated with other IT departments to ensure the smooth functioning of all IT systems
- Provided technical support to internal and external customers
- Troubleshooted and resolved a wide range of technical issues
- Documented and tracked all technical issues and resolutions
Help Desk Manager
- Managed a team of 10 help desk technicians, providing technical support to over 5,000 users
- Implemented a new ticketing system that reduced ticket resolution time by 20%
- Developed and delivered training programs to improve the technical skills of the help desk team
- Created and implemented new processes and procedures to improve the efficiency of the help desk
Accomplishments
- Led a team of 10 Help Desk technicians to achieve a 98% customer satisfaction rating, surpassing industry benchmark by 5%
- Implemented a new incident management system, resulting in a 30% reduction in ticket resolution time
- Managed a budget of $500,000 for the Help Desk department, ensuring efficient resource allocation
- Developed a comprehensive knowledge base that reduced call resolution time by 20%
- Successfully migrated to a new CRM system, ensuring seamless customer support transition
Awards
- IT Service Management Excellence Award for Outstanding Contributions to Customer Support
- Recognized as a ServiceNow Certified Implementation Specialist
- Received the Presidents Award for Excellence in Technical Support
- Certified in ITIL Service Management Foundations
Certificates
- CompTIA A+
- CompTIA Network+
- ITIL Foundation
- Microsoft Certified Solutions Expert (MCSE)
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How To Write Resume For Help Desk Manager
- Highlight your experience in managing a team of help desk technicians.
- Showcase your expertise in ITIL Foundations and other ITIL disciplines.
- Quantify your accomplishments with specific metrics, such as the reduction in ticket resolution time.
- Demonstrate your commitment to customer service and continuous improvement.
Essential Experience Highlights for a Strong Help Desk Manager Resume
- Managed a team of 10 help desk technicians, providing technical support to over 5,000 users.
- Implemented a new ticketing system that reduced ticket resolution time by 20%.
- Developed and delivered training programs to improve the technical skills of the help desk team.
- Created and implemented new processes and procedures to improve the efficiency of the help desk.
- Collaborated with other IT departments to ensure the smooth functioning of all IT systems.
- Provided technical support to internal and external customers.
- Troubleshooted and resolved a wide range of technical issues.
Frequently Asked Questions (FAQ’s) For Help Desk Manager
What are the key skills required to be a successful Help Desk Manager?
The key skills required to be a successful Help Desk Manager include: strong technical skills, excellent communication and interpersonal skills, the ability to manage a team, and a commitment to customer service.
What are the common challenges faced by Help Desk Managers?
The common challenges faced by Help Desk Managers include: managing a large volume of support requests, resolving complex technical issues, and meeting the expectations of both users and management.
What are the career advancement opportunities for Help Desk Managers?
The career advancement opportunities for Help Desk Managers include: IT Manager, Service Delivery Manager, and CIO.
What are the best ways to prepare for a career as a Help Desk Manager?
The best ways to prepare for a career as a Help Desk Manager include: getting a degree in computer science or a related field, obtaining IT certifications, and gaining experience in technical support.
What are the key trends in the Help Desk industry?
The key trends in the Help Desk industry include: the increasing use of self-service support, the adoption of artificial intelligence, and the focus on improving the customer experience.
What are the top companies that hire Help Desk Managers?
The top companies that hire Help Desk Managers include: Google, Microsoft, Amazon, Apple, and IBM.