A Service Desk Team Lead is responsible for managing and operating the service desk. A well-written Service Desk Team Lead Resume describes the following tasks – ensuring customer’s requirements are met; providing leadership and mentorship to team members; leading incidents and requests; developing service desk process and workflows; providing on-call support; creating a healthy and safe environment; managing the service desk team and evaluating performance; recruiting and training help desk representatives; setting customer service standards; and providing customer feedback to the internal teams.
Apart from several years of work experience, the following skills are needed – hands-on experience with relevant software; solid technical background with the ability to provide clear and understandable instruction to a non-technical audience; team management skills; and a problem-solving attitude. A degree in computer science or IT is commonly seen on resumes.
Headline : Dynamic IT professional with 7 years of experience leading service desk operations and enhancing customer support. Expertise in troubleshooting complex technical issues and mentoring team members to achieve exceptional service delivery. Committed to fostering a collaborative work environment and driving continuous improvement in service quality.
Skills : Microsoft Office Suite, Customer Service Excellence, Windows 8.1, Windows 10 Support
Description :
Managed service desk operations supporting over 6000 Taco Bell locations across the U.S.
Led troubleshooting efforts for desktop, printer hardware, POS, and software issues.
Coordinated equipment installations with technicians to ensure seamless service.
Provided operational support to Above Restaurant Leaders and Franchisees remotely.
Maintained detailed records of transactions and issues using Remedy.
Escalated complex hardware and software problems to vendors and technicians.
Conducted data recovery for servers, registers, laptops, and CPUs during critical failures.
Experience
5-7 Years
Level
Senior
Education
B.S. IT
Service Desk Team Lead - Junior Resume
Objective : Dedicated IT professional with 2 years of experience in service desk operations, focused on delivering exceptional customer support. Skilled in troubleshooting technical issues and fostering a collaborative team environment. Eager to contribute to continuous improvement initiatives and enhance service quality.
Skills : Technical Support Skills, Incident Management, Communication Skills, Time Management, Conflict Resolution
Description :
Mentored new hires on helpdesk tools and best practices, enhancing team performance.
Prepared and presented performance reports to management, driving continuous improvement.
Ensured adherence to schedules and productivity metrics, responding promptly to user inquiries.
Tracked and resolved ongoing issues using ticketing software, ensuring timely solutions.
Coordinated projects with IT teams, facilitating efficient operations.
Managed the disposal of IT equipment, ensuring compliance with company policies.
Granted user access and permissions in Active Directory, applying security policies effectively.
Experience
0-2 Years
Level
Junior
Education
B.S. IT
Service Desk Team Lead Resume
Objective : Results-oriented Service Desk Team Lead with 2 years of experience in enhancing customer support and streamlining service desk operations. Proven expertise in troubleshooting technical issues, training team members, and implementing best practices to elevate service quality. Passionate about fostering a collaborative environment and driving continuous improvement initiatives.
Skills : Feedback Implementation, Technical Support, Service Desk Metrics, Onboarding New Staff, Problem Management, Empathy And Patience
Description :
Promoted to Team Lead, directing and managing a team of 50 Service Desk Analysts.
Oversaw service desk operations supporting North and South America for a global business client.
Collaborated with Incident Management and Problem Management teams to enhance service delivery.
Designed and implemented training programs, producing documentation and learning aids for the team.
Conducted onboarding and refresher training sessions to ensure team proficiency.
Trained service desk agents in ticket handling processes, improving documentation accuracy.
Led customer escalation processes, coordinating with service providers to expedite ticket resolution.
Experience
0-2 Years
Level
Entry Level
Education
B.S. IT
Service Desk Team Lead - Associate Resume
Objective : Accomplished IT professional with 2 years of service desk leadership experience, adept at enhancing user support and team performance. Proficient in resolving technical issues and implementing effective training programs. Passionate about fostering a positive team culture and driving operational improvements to elevate service standards.
Skills : Technical Support Specialist, Service Desk Management, Team Leadership Skills, User Support Training, Problem-solving Skills, Effective Communication Skills
Description :
Delivered L1 technical support for Visa Inc.'s corporate applications globally, managing 300 tickets weekly and adhering to established service levels.
Utilized ticketing systems to track and resolve issues, ensuring timely communication with users.
Collaborated with cross-functional teams to implement software updates and system enhancements.
Monitored ticket queues to prioritize urgent issues and maintain service quality.
Trained new team members on support procedures and best practices.
Conducted follow-up communications to ensure user satisfaction and issue resolution.
Analyzed service desk performance metrics to identify areas for improvement and implement solutions.
Experience
0-2 Years
Level
Entry Level
Education
B.S. IT
Service Desk Team Lead Resume
Summary : Accomplished Service Desk Team Lead with over 10 years of experience in managing technical support teams and optimizing service delivery. Adept at resolving complex IT issues and implementing effective processes to enhance customer satisfaction. Passionate about mentoring staff and driving continuous improvement initiatives within high-performing teams.
Skills : Software Installation Skills, Microsoft Outlook Proficiency, Change Management, Documentation Skills, Stakeholder Engagement, Multi-tasking Ability
Description :
Oversee a team of nine, managing work assignments and ensuring optimal performance across all functions.
Provide Level 1 technical support for Visa Inc.'s global corporate systems, adhering to established service level agreements.
Ensure timely and accurate communication throughout the incident management lifecycle.
Maintain comprehensive documentation in the incident management system, enhancing ticket quality.
Act as liaison with Level 2 support teams to expedite resolution of complex incidents.
Support project timelines and changes, ensuring alignment with business objectives.
Utilize advanced monitoring tools to analyze system alerts and troubleshoot anomalies effectively.
Experience
7-10 Years
Level
Management
Education
B.S. IT
Service Desk Team Lead - Level II Resume
Headline : Results-focused Service Desk Team Lead with 7 years of experience in enhancing service delivery and driving operational excellence. Skilled in resolving complex IT challenges, mentoring teams, and implementing strategic improvements. Dedicated to creating a high-performance culture that prioritizes customer satisfaction and continuous improvement.
Skills : Proficient In Itil Framework And Service Desk Management, Service Desk Operations, Root Cause Analysis, Project Management Skills
Description :
Served as the primary escalation point for Service Desk agents, resolving complex technical issues.
Monitored team performance using CMS, ensuring adherence to service level agreements (SLAs).
Collected and analyzed team performance data to identify improvement opportunities.
Assisted agents with advanced troubleshooting, including print queue management and email server issues.
Coordinated training initiatives to enhance team skills and service quality.
Coached team members on customer service best practices and operational guidelines.
Proactively contacted customers on open tickets to ensure timely resolutions.
Experience
5-7 Years
Level
Management
Education
B.S. IT
Service Desk Team Lead Resume
Objective : Proficient IT professional with 2 years of experience in leading service desk teams and delivering superior customer support. Adept at resolving technical issues and enhancing team performance through effective training. Committed to fostering a collaborative environment and implementing process improvements that drive service excellence.
Skills : Database Management, Analytical Thinking, User Account Management, Collaboration Skills, Itil Framework Knowledge, Service Level Agreements
Description :
Provided comprehensive support to over 20,000 end users, resolving IT-related issues efficiently.
Trained and mentored new staff, fostering a culture of knowledge sharing.
Implemented new service processes to enhance productivity and service quality.
Created and maintained knowledge base articles to facilitate self-service support.
Ensured adherence to SLA commitments, achieving high service levels.
Collaborated with resolver groups on ITIL projects to optimize service delivery.
Managed desktop support for Windows and Mac OS environments, addressing hardware and software issues.
Experience
0-2 Years
Level
Entry Level
Education
B.S. IT
Service Desk Team Lead - Lead Resume
Headline : With 7 years of experience in service desk leadership, I excel in optimizing team performance and enhancing user satisfaction. My strong analytical skills enable me to troubleshoot complex IT issues efficiently while fostering a culture of collaboration and continuous improvement. I am dedicated to achieving operational excellence and delivering top-tier support that exceeds customer expectations.
Skills : Technical Documentation, Itil Framework Implementation, Team Leadership And Development, Hardware Support Skills, Software Installation, Customer Relationship Management
Description :
Led the Service Desk team, ensuring optimal performance and adherence to service standards.
Monitored and evaluated technician performance, providing constructive feedback for continuous improvement.
Generated daily operational reports to track team performance and service metrics.
Troubleshot escalated service tickets involving Office 365, server management, and hardware issues.
Delivered on-site desktop support, ensuring client satisfaction across various environments.
Coordinated emergency support for critical incidents, minimizing downtime.
Facilitated network troubleshooting and equipment upgrades to enhance service reliability.
Experience
5-7 Years
Level
Management
Education
B.S. IT
Service Desk Team Lead Resume
Headline : Accomplished Service Desk Team Lead with 7 years of experience in driving team performance and optimizing service delivery. Proven ability to resolve complex technical issues while mentoring staff to achieve excellence in customer support. Passionate about fostering a collaborative environment and implementing continuous improvement initiatives to enhance service quality.
Skills : Performance Metrics Analysis, Remote Support Expertise, Technical Troubleshooting, Help Desk Software Proficiency, Process Improvement
Description :
Provided Level II support for escalated tickets, ensuring timely resolution and customer satisfaction.
Troubleshot a variety of hardware and software issues, improving overall system reliability.
Configured and installed communication systems, enhancing operational efficiency.
Managed Office 365 installations and troubleshooting, ensuring seamless user experience.
Utilized Microsoft Exchange Management Console for account management and support.
Administered Citrix applications, providing remote support to offsite users.
Documented and tracked Help Desk requests, refining processes for improved service delivery.
Experience
5-7 Years
Level
Management
Education
B.S. IT
Service Desk Lead Resume
Headline : Innovative Service Desk Lead with 7 years of extensive experience in managing high-performance support teams and enhancing user experience. Proficient in resolving complex technical issues and implementing best practices for service delivery. Driven to cultivate a positive team culture and lead continuous improvement initiatives that elevate customer satisfaction.
Managed the performance of a Level 1 Helpdesk team supporting 5000 clients, both internal and external.
Oversaw technical support for over 300 applications, ensuring high service availability.
Monitored service levels to exceed customer expectations consistently.
Managed call queues and analyzed wait times to optimize team efficiency.
Coordinated urgent support issues, ensuring timely resolutions.
Generated ACD reports to analyze call metrics and improve response strategies.
Acted as escalation point for complex requests, ensuring swift resolution.
Experience
5-7 Years
Level
Management
Education
BSc IT
Service Desk Lead Resume
Headline : Accomplished Service Desk Lead with 7 years of experience in optimizing technical support operations and enhancing user satisfaction. Proven track record in troubleshooting complex issues and leading teams to achieve high service standards. Committed to fostering a culture of continuous improvement and collaboration that drives operational excellence.
Skills : Training And Development, Performance Metrics, Remote Support Skills, Problem Solving Skills, Technical Support Expertise
Description :
Managed a service desk team of four, overseeing daily operations and ensuring high-quality support for over 15,000 users.
Resolved 45-65 of 500-600 daily calls, utilizing metrics to benchmark performance and identify improvement opportunities.
Acted as a liaison between customers and the development team, facilitating effective issue resolution.
Conducted problem-solving for clinical applications pre-deployment, enhancing service reliability.
Trained helpdesk staff on operational procedures, improving troubleshooting techniques and service delivery.
Escalated complex issues to service owners, minimizing complaints and enhancing customer experience.
Utilized Active Directory for account management tasks, ensuring security and access control.
Experience
5-7 Years
Level
Senior
Education
B.S. IT
Service Desk Lead Resume
Summary : Accomplished Service Desk Lead with 10 years of experience in managing high-performing support teams and enhancing service delivery. Adept at resolving complex IT issues, mentoring staff, and implementing strategic improvements to elevate customer satisfaction. Committed to fostering a culture of collaboration and continuous development.
Skills : User Training Programs, Feedback Collection, Reporting And Analysis, Quality Assurance, Crisis Management, Vendor Management
Description :
Provided expert technical assistance to VA TMS administrators and users, ensuring seamless operation of the Talent Management System.
Supported TMS Administrators and domain managers with various tasks, including course content management and reporting.
Maintained an in-house MS Access database TEMPO to track VA educational training initiatives.
Advised users on IT help desk-related matters, improving user satisfaction and issue resolution.
Assisted users with login, system configuration, and certification issues, enhancing overall service quality.
Responded to IT issues from VA employees via the Unicenter Service Desk ticketing system, ensuring timely resolutions.
Managed inventory tracking for IT resources, optimizing asset utilization.
Creating an account is free and takes five seconds.
You'll get access to the PDF version of this resume template.
Choose an option.
Sign up with Google
Sign up with Facebook
Sign up with Linkedin
This helps us make sure you're human and prevents spammers from abusing our services.
By continuing, you agree to our Privacy Policy and Terms.
Unlock the Power of Over 10,000 Resume Samples.
Take your job search to the next level with our extensive collection of 10,000+ resume samples. Find inspiration for your own resume and gain a competitive edge in your job search.
Get Hired Faster with Resume Assistant.
Make your resume shine with our Resume Assistant. You'll receive a real-time score as you edit, helping you to optimize your skills, experience, and achievements for the role you want.
Get Noticed with Resume Templates that Beat the ATS.
Get past the resume screeners with ease using our optimized templates. Our professional designs are tailored to beat the ATS and help you land your dream job.
Build an ATS-friendly Service Desk Team Lead Resume
