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Help desk leader skills for your resume and career

Updated January 8, 2025

6 min read

Quoted experts

Joshua Davis Ph.D.,

Chirag Parikh Ph.D.

Below we've compiled a list of the most critical help desk leader skills. We ranked the top skills for help desk leaders based on the percentage of resumes they appeared on. For example, 7.5% of help desk leader resumes contained technical support as a skill. Continue reading to find out what skills a help desk leader needs to be successful in the workplace.

15 help desk leader skills for your resume and career

1. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how help desk leaders use technical support:

Support customers via technical support, including troubleshooting, documentation and training.
Supported various legislative mandated applications and offered technical support.

2. 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.

Here's how help desk leaders use troubleshoot:

Analyze, troubleshoot, and coordinate solutions for the digital recording tool, NICE.
Track and log tickets in Remedy or Clarity Troubleshoot UNIX, Windows 2000, Windows XP and Vista.

3. Remedy

Here's how help desk leaders use remedy:

Generated metrics and develop reports by querying BMC Remedy ticket system database to measure ticket quantity and resolution quality.
Documented all work performed via remedy ticketing system.

4. Help Desk

Here's how help desk leaders use help desk:

Achieved customer satisfaction rating by creating survey system to improve Help Desk support capability.
Developed and implemented Standard Operating Procedures for Help Desk functions.

5. Desk Support

Here's how help desk leaders use desk support:

Managed level 1 & 2 Warehouse Support Desk supporting both operational and systems production related issues.
Direct supervision of 22, 1st & 2nd level helpdesk support analysts.

6. Customer Satisfaction

Here's how help desk leaders use customer satisfaction:

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased customer satisfaction.
Monitor and evaluate response service times and quality control to provide overall customer satisfaction.

7. Help-Desk Support

Here's how help desk leaders use help-desk support:

Provided computer help-desk support and technical training on hardware/software to end users.
Provided computer help-desk support via telephone communication with end users.

8. SharePoint

Here's how help desk leaders use sharepoint:

Developed within SharePoint and managed the SharePoint environment.
Administered project to migrate hundreds of Lotus Notes and Autonomy team sites into SharePoint 2013, saving over $68K annually.

9. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how help desk leaders use phone calls:

Answered phone calls and responded to e-mails related to the time and attendance software in a timely and efficient manner.
Answered phone calls from students and instructors who utilized our client's digital products.

10. Customer Service

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.

Here's how help desk leaders use customer service:

Provided high quality, customer service-oriented telephone support for a Web-based grants management system for over 6,000 internal and external users.
Identify trends from statistical analysis and make recommendations to management for improving customer service productivity.

11. Provide Technical Assistance

Here's how help desk leaders use provide technical assistance:

Provide technical assistance to clients regarding our products.
Provide technical assistance and step-by-step solutions to end-users.

12. Computer System

Here's how help desk leaders use computer system:

Maintained radio and data distribution systems Performed signal support functions and technical assistance for computer systems.
Provided assistance with updating computer systems with the most current anti-virus software.

13. Problem Resolution

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

Here's how help desk leaders use problem resolution:

Worked closely with infrastructure team on problem resolution around building the hardware and automatic deployment of applications.
Served as liaison between several regional and international service groups within Company to coordinate efficient problem resolutions.

14. Level Agreements

Here's how help desk leaders use level agreements:

Integrate conformance of business disciplines and technology solutions to comply with business standards and target service level agreements.
Match incidents and service requests to open incident records, problem records, configuration items, and service level agreements.

15. Customer Support

Here's how help desk leaders use customer support:

Provide phone-based and email-based customer support for end users for such web hosting and online technologies.
Analyzed, planned, and led efforts to address issues of customer support.

What skills help Help Desk Leaders find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What type of skills will young help desk leaders need?

Joshua Davis Ph.D.

Lecturer, Carleton College

Studying mathematics is good practice for rigorous thinking and problem solving, which are valued across the workforce. For science and engineering applications, it is often also helpful to have R, Python, Matlab, or another popular programming language. But technical abilities get the graduate-only so far. They need interpersonal communication skills so that they can understand the needs of stakeholders and cooperate with colleagues. For this reason, many faculty at my school emphasize writing, speaking, listening, and teamwork skills.

What technical skills for a help desk leader stand out to employers?

Chirag Parikh Ph.D.

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.

Do you want to know more?

List of help desk leader skills to add to your resume

The most important skills for a help desk leader resume and required skills for a help desk leader to have include:

Technical Support
Troubleshoot
Remedy
Help Desk
Desk Support
Customer Satisfaction
Help-Desk Support
SharePoint
Phone Calls
Customer Service
Provide Technical Assistance
Computer System
Problem Resolution
Level Agreements
Customer Support
SQL

Technical Assistance
Remote Support
OS
Software Problems
Technical Troubleshooting
Mac
Trouble Tickets
TCP/IP
User Accounts
Application Support
DNS
SLA
Password Resets
Network Troubleshooting
Desk Tickets
Windows Server

VPN
POS
DOD
Workstations
VoIP
Linux
Level Support
Network Issues
Windows XP
Performance Reviews
SCCM
PCS
Phone Support
Connectivity Issues
RSA

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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