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Desktop support manager skills for your resume and career
15 desktop support manager skills for your resume and career
1. PC
- Initiated a Forensics Investigations process for PC & network-related incidents.
- Improved support for remote staff by conceiving, designing and implementing off-site remote PC repair clinic at Aspect's annual convention.
2. ITIL
- Managed expectations of the company by using ITIL processes to create Service Level Agreements and policies for the Help Desk.
- Delivered ITIL Service Level Agreements to a 20,000+ customer base and resolved an average of 2,500 incidents per month.
3. OS
In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.
- Support end users on multiple platforms including Windows XP, Windows 7, Mac OS X, and Ubuntu Linux.
- Implemented policies and procedures to manage Windows 7 migrations and Mac OS X upgrades for 600+ computers.
4. Mac
A media access control or simply MAC is a network policy that identifies or determines how the data is being transferred in two particular servers through a network cable. The purpose of a MAC protocol is to prevent network or technical issues and simplify transferring the information or data.
- Managed office technology inventory and MAC process to contribute to over $9 million in hardware savings to Marsh McLennan Companies.
- Supervised a dedicated MAC (moves/adds/changes) group that handled relocation activities for non-data center equipment.
5. Level Agreements
- Aided technicians with troubleshooting, documented problem resolution, and performed inventory tracking while adhering to policies and service level agreements.
- Manage customer relations and expectations and exceeding established service level agreements by 12% annually.
6. SLA
SLA refers to Service-level Agreement. It is an agreement between a customer and the service provider on the quality of service and what standards they must meet.
- Achieved and maintained >85% overall customer satisfaction for SLA response and resolution each month during management of direct reports.
- Provide FAA IT Management with weekly and monthly reports of Project Status, SLA accomplishments, customer satisfaction and costs.
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Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.
- Demonstrated leadership and measurable results when confronted with unresolved problems that affected end-user customer service levels
- Improved quality of service delivery and provided value added customer services.
8. User Support
- Established and implemented corporate end-user support policies and procedures.
- Managed second level Desktop Support team, and Security team providing direct user support of 4000 users in 9 building locations.
9. SCCM
- Packaged software and made it available in our Application Catalog in SCCM for users to self-install or seek approval to self-install.
- Image, configure and deploy new/upgrade computers using SCCM, Active Directory uses, created, unlocked accounts.
10. Customer Satisfaction
- Managed continuous improvements in service delivery to facilitate higher customer satisfaction and faster problem resolution.
- Process and Customer Satisfaction Improvement.
11. Asset Management
Asset management describes the management of assets that are invested on behalf of various industries. It is the process of developing, operating, maintaining, and selling assets for profit and managing the money for individuals and companies through stocks, bonds, and cash equivalents, among other things.Alternatively, asset management enables a business to keep track of all of its assets, helps ensure correct depreciation rates, helps identify and manage risk, and removes ghost assets from business inventory.
- Improved inventory control capabilities by developing a comprehensive asset management program.
- Performed asset management, maintained compliance, handled vendor negotiations for hardware, software, and contract work.
12. Troubleshoot
Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.
- Institute cross-departmental technical team to troubleshoot and resolve complex remote access issues for telecommuting employees.
- Monitor, troubleshoot and repair local area network connectivity issues at local and remote 90Th RRC sites.
13. Service Delivery
Service delivery means, having any contact with the public administration during which customers including citizens, residents, or firms, require or give data, handle their problems and perform their duties.
- Provide service delivery and assurance of all computer network elements.
- Initiate, research, develop and implement technological and procedural best practices in the field of Help Desk service delivery.
14. Remote Support
- Implemented and resolved end-user software, hardware and access issues via local and remote support.
- Operate within the Absolute Manage Framework for asset and patch management, and remote support.
15. Citrix
- Provide application support of MS OFFICE, Timberline Accounting software, MS OUTLOOK and CITRIX WINFRAME.
- Managed support of diverse applications including WEB based Citrix based GUI based, MS Office and Outlook.
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List of desktop support manager skills to add to your resume
The most important skills for a desktop support manager resume and required skills for a desktop support manager to have include:
- PC
- ITIL
- OS
- Mac
- Level Agreements
- SLA
- Customer Service
- User Support
- SCCM
- Customer Satisfaction
- Asset Management
- Troubleshoot
- Service Delivery
- Remote Support
- Citrix
- Network Infrastructure
- Laptop Computers
- Remedy
- Linux
- Workstations
- Group Policies
- Network Printers
- Mobile Device Management
- Lan
- Problem Resolution
- VPN
- Desktop Hardware
- TCP/IP
- Software Installation
- SharePoint
- VoIP
- Direct Reports
- DNS
- Windows Server
- Windows XP
- Technical Issues
- Software Support
- DHCP
- User Accounts
- Performance Reviews
- Level Support
- Network Connectivity
- Trouble Tickets
- Network Troubleshooting
- VMware
Updated January 8, 2025
