Top Help Desk Manager Skills

Below we've compiled a list of the most important skills for a Help Desk Manager. We ranked the top skills based on the percentage of Help Desk Manager resumes they appeared on. For example, 10.3% of Help Desk Manager resumes contained Computer Hardware as a skill. Let's find out what skills a Help Desk Manager actually needs in order to be successful in the workplace.

The six most common skills found on Help Desk Manager resumes in 2020. Read below to see the full list.

1. Computer Hardware

high Demand
Here's how Computer Hardware is used in Help Desk Manager jobs:
  • Prepped, assembled, and installed computer hardware for distribution to include blackberries, printers, computers, and computer peripherals.
  • Directed and assisted in the setup of the physical layout of the Help Desk, including furniture and computer hardware.
  • Support ranges from software, printer, network cables, hub/switches, desktops, laptops, and computer hardware.
  • Managed inventory of $1Million in computer hardware used for store upgrades and $250k in replacement hardware.
  • Trained and supported users on the use of Office of Naval Research computer hardware and software.
  • Provide assistance in troubleshooting computer hardware, software, networking, and data communication technologies.
  • Trouble-shoot and repair computer hardware and software problems, as well as networking issues.
  • Provided effective computer hardware and software support to students, staff and faculty members.
  • Conduct RFP interviews and select vendors for computer hardware, software and services.
  • Identified and analyzed computer hardware, software, and fiber optic cable malfunctions.
  • Installed, maintained and documented computer hardware and software for clients.
  • Installed, configured, and diagnosed microcomputer hardware and software issues.
  • Performed installation, maintenance and repairs of computer hardware.

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2. Desk Support

high Demand
Here's how Desk Support is used in Help Desk Manager jobs:
  • Implemented resolutions based on survey questions/problems response pertaining to Help Desk supported hardware and software applications.
  • Developed and directed projects to improve help desk support capability.
  • Provided quality help desk support company-wide.
  • Worked through processes to transfer help desk support structure from outside contracting agency into the responsibility of the State of Texas.
  • Directed a team of Help Desk support analysts, supporting M&I's primary campus locations and employees.
  • Managed outsource Help Desk supporting GlaxoSmithKline's internal employees in US/UK as well as their 5000 sales force employees.
  • Develop and established training documentation, 60% on phone, mainframe, printers and service desk support.
  • Provided escalated help desk support on all MS Office applications, as well as Windows 7 & 10.
  • Provided Level 1 help desk support/troubleshooting to the organization all while maintaining access control within the organization.
  • Manage Service Desk supporting more than 2,800 users dispersed across 350 locations in the US and overseas.
  • Managed Corporate Help Desk supporting a user community of over 2400 users located at multiple campuses.
  • Provided telephone Help Desk support for a network supporting 600-700 users in a military intelligence department.
  • Answer help desk support line, create support tickets, and handle simple end-user requests.
  • Managed the Family Dollar internal help desk supporting 1,500 corporate and remote store management employees.
  • Supervised 25-30 level 1,2 and 3 help desk support staff supporting a 24/7 media environment.
  • Developed curriculum and implemented training program for new field agents and held desk support staff.
  • Improved help desk support levels, contributing to sales associate recruitment, retention and productivity.
  • Managed the Commander Second Fleet/ Commander Strike Fleet Atlantic s Fleet-Helpdesk supporting over 500 users.
  • Managed help desk support for over 700 users spread over an eight state area.
  • Managed all day-to-day Help Desk Support for United States Customs Service Technical Support Center.

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3. Customer Service

high Demand
Here's how Customer Service is used in Help Desk Manager jobs:
  • Created and developed education to resolve complex customer service inquiries and disseminated the information to all levels of management and specialists.
  • Created customer service satisfaction measurement tools, analyzed reports, and partnered with information technology managers to assess results.
  • Provided continuous improvement processes that resulted in a world-class customer service team that exceeded both management and customer expectations.
  • Handled all customer escalation calls and emails, to ensure effective problem/issue resolution and customer service delivery.
  • Resolved escalated customer service issues, handled irate customers, and offered accelerated resolution of problems.
  • Implemented and enforced SLA, generating customer/end-user surveys to evaluate effectiveness and quality of customer service.
  • Demonstrated expertise as a Help-Desk assistant by assisting customer service representatives that have escalated calls.
  • Provided ongoing professional development for the team in both customer service and College-specific tasks.
  • Provided customer service dealing with Verizon Wireless customers resolving complaints and concerns by telephone.
  • Managed 12 FTE responsible for software application troubleshooting and providing excellent customer service.
  • Provide guidance to maximize customer service levels and responsiveness and improve customer satisfaction.
  • Work closely with appropriate management to maintain and improve communication and customer service.
  • Conducted customer site visits, gathered performance feedback and improved customer service levels.
  • Provided superior customer service, increasing sales while adhering to company underwriting procedures.
  • Identify business gaps and develop appropriate remediation to ensure customer service fidelity.
  • Provided excellent customer service for technical inquiries through phone and in-person consultation.
  • Increased morale of associates through participation in National Customer Service Week.
  • Improved processes/procedures to ensure a smooth delivery of excellent customer service.
  • Improved customer service and associate accountability through call monitoring and coaching.
  • Supervised administrative personnel in the handling of incoming customer service calls.

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4. Technical Support

high Demand
Here's how Technical Support is used in Help Desk Manager jobs:
  • Copyright Office s web-based portal for filing electronic copyright applications and providing desk-top and technical support for internal Copyright Office staff.
  • Provided IT technical support, training, business process improvement services and commercial software functionality analysis.
  • Provided remote technical support and troubleshooting of networking and application problems using SMS and Remedy.
  • Introduced weekend/after hours support procedures for in-house and on-call technical support analysts.
  • Guided technicians in resolution of difficult questions to ensure accurate technical support.
  • Developed an effective and workable framework for managing and improving technical support.
  • Provided technical support services to internal/external clients for wireless warehouse device.
  • Performed technical support via telephone, remote sessions and customer-facing services.
  • Provide technical support for university students, staff and administrators.
  • Negotiated external technical support contracts and managed vendor relationships.
  • Provide on-call and holiday/vacation technical support as needed.
  • Provided Technical support for the RHF Telecommunication system.
  • Managed team of technical support representatives.
  • Provided Technical support 24/7 in answering client's needs and responses to questions enabling engineers to focus on coding the applications.
  • Provided Technical support for 4000 plus Loan Officers, Underwriters, Loan Processors and Dispatch Centers across the Countrywide Financial Enterprises.
  • Directed a 27 person team to provide technical support to the Equities department comprised of 2,500 employees spread across the USA.
  • Identify and resolve network outages and as the escalation point for external customers and providing Tier II troubleshooting and technical support.
  • Supported more than $3 million in hardware across six campuses around the state, providing level II technical support.
  • Acted as the Lead Technical Service Engineer and in charge of day to day operations in the Technical Support Center.
  • Handled incoming calls and emails as a first point of contact for technical support incidents in a call center environment.

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5. Remote Access

high Demand
Here's how Remote Access is used in Help Desk Manager jobs:
  • Configured remote access on laptops for users utilizing PointSec.
  • Administered system (Hardware & software) upgrades and patches for users, maintaining videoconferencing equipment, and remote access technologies.
  • Monitored 189 stores using NetView Alert Cards, performed remote access administration on RISC workstations utilizing the RISC Network Management System.
  • Reduced number of calls to help desk by 12% by creating new and improved remote access web page.
  • Set up Lotus Notes replication, Remote Access, and Dial-up Networking for remote users and loaner laptops.
  • Provided user support of various issues ranging from email, software and remote access connectivity support.
  • Directed the conversion and testing of Lotus Notes e-mail while supporting the VPN providing remote access.
  • Coordinated central server remote access and provided training on a variety of software tools.
  • Performed remote access diagnostics, corrected client settings and improved laptop performance.
  • Maintain and created remote access accounts on Checkpoint firewall and Sonic firewalls.
  • Developed and rolled out replacement RSA tokens for global remote access system.
  • Provided support via phone, email, chat, and remote access.
  • Managed local and remote access network users and corporate usage policies.
  • Provided users with remote access through firewalls using Cisco VPN.
  • Managed remote access connectivity and IP address space.
  • Led production Citrix Remote Access support infrastructure projects with Systems Development and Service Delivery Teams.
  • Provided support for software and hardware, onsite and via the telephone * Setup and assist via Remote Access.
  • Implemented security procedures for all transactional systems, remote access, and active directory structures.
  • Administered NetWare, NT, Citrix, SMS, IIS, Lotus Notes, Remote Access and WAN/LAN infrastructure.

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6. Active Directory

high Demand
Here's how Active Directory is used in Help Desk Manager jobs:
  • Set up data redundancy and account management systems via Microsoft server software and active directory.
  • Worked extensively in Active Directory to reorganize and reduce redundant and abandoned security groups.
  • Created managed users and computers in Active directory and Group policy editor
  • Assisted with migration from Linux environment to Windows Active Directory environment.
  • Support various system applications using Windows Server 2003 active directory.
  • Manage user security through Active Directory and DeskTop Authority application.
  • Help desk assistance and Active Directory administration.
  • Managed Active Directory and directory permissions.
  • Reset customer passwords with active directory.
  • Perform administrative functions in Active Directory.
  • Managed and conducted routine tasks on Active Directory, Group Policy, Microsoft 365 and Google Mail domain and the firewall.
  • Support the Designated Approving Authority's (DAA) accreditation decision for display naming conventions for Active Directory object management.
  • Implemented company's security polices related to Active Directory and Exchange user profiles and user access to file shares.
  • Managed two Network/PC technicians utilizing Windows 2003 Domain server, Active Directory 2000 server and Exchange 5.5 server.
  • Monitor and maintain Active Directory related services, File Services, Server Infrastructure, WAN/LAN/WLAN supporting business-critical systems.
  • Performed majority of Tier 1 and 2 support as well as being responsible for most Active Directory tasks.
  • Maintained Active Directory as well as a user database of all school house students attending the USAJFKSWCS.
  • Worked with Active Directory version 3 for over 3000 joint military personnel, multinational, and civilians.
  • Manage Active Directory accounts including software and computer accounts as well as ghost workstations and laptops.
  • Worked on setting up the Active Directory environment for a more organized and secure working system.

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7. Phone Calls

high Demand
Here's how Phone Calls is used in Help Desk Manager jobs:
  • Provide response to customer complaints, to include written responses, follow up phone calls, and face to face meetings.
  • Worked remotely with users across the country, desk side support, walk-ins, phone calls, emails and help tickets.
  • Responded to telephone calls, email and personnel requests for technical support; Identified, researched and resolved technical problems.
  • Used Peregrine Call Management software to manage call throttling to call center agents and monitor call tickets and phone calls.
  • Helped my staff in responding to emails and phone calls from customers within the average time allocated by procedures.
  • Monitored team tickets and phone calls for bi-weekly review to help maintain documentation and communication standards.
  • Handled incoming phone calls for reservations, checked in customers and collected cash for room rentals.
  • Respond to telephone calls, email, tickets, and personnel requests for technical support.
  • Received and monitored phone calls from customers, generating service requests from those calls.
  • Respond to phone calls on applications, hardware, software and network issues.
  • Handled a large volume of phone calls, chat, and emails.
  • Administered out going phone calls.
  • Open Close Clean Customers Service Phone Calls Trouble Shooting Problems Managing Operations Secretary Unload Shipment Call in orders Knowledge of Product Cashier

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8. User Accounts

high Demand
Here's how User Accounts is used in Help Desk Manager jobs:
  • Complete remediation projects of reorganizing directory by removing unused computers and setting proper user accounts in required OU.
  • Maintained and administrated all end-user accounts and resources.
  • Administered and maintained Blackberry server and user accounts.
  • Key Achievements: * Coordinated seamless migration of 3000 user accounts during network domain merger with no interruption to user access.
  • Provided status updates and maintained all employee audits, system user accounts, office distribution lists, directories and administration accounts.
  • Coordinated and oversaw management of user accounts, groups, permissions, organizational units and all devices using active directory.
  • Use of remote servers and active directory to create, maintain and manage user accounts and permissions.
  • Worked with phone switch to maintain, create, and delete all user accounts and wiring infrastructure.
  • Managed over 400 user accounts, including new network account creation and removal of aged accounts.
  • Administer Active Directory policy and OU s, Create new user accounts, Manage network security.
  • Managed the LAN network in a by administering access, security roles, and user accounts.
  • Front Range Heat Ticketing System Admin: Create IT user accounts, administrate Heat categorization.
  • Used LDAP services in a UNIX environment to add new user accounts and email accounts.
  • Created and maintained computer and user accounts, security and distribution groups using Active Directory.
  • Created and configured 500+ user accounts for more than its sixty national and international restaurants.
  • Create new user accounts using Active Directory, and adding user to required Groups.
  • Maintained security database (created and deleted user accounts, performed password resets).
  • Configured domain user accounts, distributions lists, security groups, and phone sets.
  • Use Active Directory to create, manage and troubleshoot user accounts and group memberships.
  • Monitored the creation/deletion of user accounts, password resets and user network access.

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9. Windows XP

high Demand
Here's how Windows XP is used in Help Desk Manager jobs:
  • Managed deployment of Windows XP - Developed SLA's for improved customer satisfaction and implemented customer satisfaction surveys.
  • Oversee Microsoft Windows XP & Vista, Microsoft Office 2003, 2007, 2010, and Microsoft Office Communicator.
  • Provided Windows XP support, general Windows 2000 server maintenance, and Exchange 2000 e-mail administration.
  • Planned, managed, and executed IT projects including company-wide Windows XP migration to Windows 7.
  • Installed and configured Windows XP Professional and Mac OS X on various systems.
  • Managed testing and migration of MediaCom executives from Windows XP to Mac OSX.
  • Support provided in a Windows domain environment with workstations running Windows XP.
  • Collaborated with Systems Engineer on deployment of Windows 2000 and Windows XP !
  • Deployed Windows XP/Pro/Office 2000/Lotus Notes apps with software distribution package net install.
  • Provided support to a 3200-user Windows XP environment with 2300 workstations.
  • Upgraded from Windows XP to Windows 7 running on Server 2008.
  • Upgraded clients from Microsoft Windows NT4.0 environment to Microsoft Windows XP.
  • Managed workstation upgrades from Windows XP to Windows 7.
  • Configured and deployed Windows XP workstations.
  • Helped create a creative build for Mac OS X and Windows XP, which is still in use today.
  • Led the effort to upgrade from Windows XP and Office 2003 to Windows 7 and Office 2010.
  • Rolled out from Windows NT 4.0 to Windows 2000 then to Windows XP SP2.
  • Worked with Windows 7, Windows XP, Microsoft Office and PDI.
  • Managed Windows XP Desktop Rollout to 250 client machines from Windows 2000.
  • Reimaged computers with Windows XP saving the U.S. Navy over $100,000.

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10. Setup

high Demand
Here's how Setup is used in Help Desk Manager jobs:
  • Created an overall Document Management Plan and setup documentation standards for the company.
  • Preformed hardware setups and support for audio/video presentations.
  • Monitored and serviced all Corporate server setups.
  • Blackberry administration and device setup.
  • Perform server Installation, Setup, and Maintenance - Racking new servers and installing OS and additional needed software.
  • Monitor and maintain two MIMIX data groups, LPAR setups and configuration, DB2 database, Performance tuning.
  • Helped Security office setup our security software Checkpoint, as well used it for encryption for HIPPA compliance.
  • Created training documentation for security setups and 'How to' documentation for Help Desk support and training.
  • Supported 350+ Blackberry devices, including setup, configuration, and management of Blackberry Enterprise Server.
  • Set up new users with starter equipment, software setup, phone number, email address.
  • Managed team of Computer Technicians who were responsible for PC setup, connectivity and maintenance.
  • Developed Policies and Procedures for new user setups and ongoing maintenance of existing client base.
  • Provided guidance to IT staff on project setup, support, maintenance stage hand off.
  • Created the network from the ground up during initial setup phase of the committee.
  • Streamlined purchasing and the hardware setup process to ensure quality and to expedite installations.
  • Managed IT setup and service requests for US Army and Department of Defense personnel.
  • Managed/handled trader and legal division physical moves and re-setup at new office.
  • Provided consistent re-imaging construction on laptops and desktops to include User setup.
  • Facilitated new account setup through start-up and transition, and steady-state phase.
  • Designed core setup and processes and implemented corporate policies and procedures.

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11. Front Desk

high Demand
Here's how Front Desk is used in Help Desk Manager jobs:
  • Schedule for housekeepers and front desk staff.
  • Front desk control overseeing submission of documents and deadlines.
  • Assisted front desk cashiers in IT close-out procedures.
  • Prepared front desk shift reports.
  • Interview, hire, and train staff of 14 front desk clerks.

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12. Trouble Tickets

high Demand
Here's how Trouble Tickets is used in Help Desk Manager jobs:
  • Prioritize and responded to requests and trouble tickets regarding equipment and/or connectivity problems.
  • Managed nation-wide team of fifty people for the oversight and resolution of all trouble tickets and consistently met service level commitments.
  • Analyze help desk Service Level Agreement reports and ensure that technicians complete trouble tickets in accordance with the Service Level Agreement.
  • Log and track trouble tickets to resolution, and provided a quality assurance check to ensure the client is satisfied.
  • Handled as many as 600 trouble tickets through bridge track per week achieving an excellent record of efficiency.
  • Supported the district users with hardware and software assigning trouble tickets to hardware technicians and network administrator.
  • Network Control Center coordinator for system wide trouble tickets using Remedy's Action Request System software.
  • Produced weekly productivity reports open/closed trouble tickets, daily A/V and backup reports to management.
  • Manage the help desk to ensure trouble tickets are logged in appropriately and assigned.
  • Resolved 1100 trouble tickets relating to network, software, hardware and peripheral problems.
  • Reviewed and monitored Help Desk trouble tickets to advise and ensure proper resolution.
  • Managed customer relationships with regard to trouble tickets, requests and escalated complaints.
  • Monitored and tracked more than 200 trouble tickets per week using Remedy.
  • Assign ConnectWise trouble tickets to technicians and schedule on-site visits with clients.
  • Monitored all trouble tickets in the HEAT Help Desk tracking system.
  • Achieved a 90% reduction in backlogged trouble tickets.
  • Create trouble tickets and schedule home service technician support.
  • Researched and resolved 25 trouble tickets per day.
  • Perform diagnostics on subscriber wireless trouble tickets.
  • Ensured trouble tickets were updated daily.

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13. End User

high Demand
Here's how End User is used in Help Desk Manager jobs:
  • Maintained comprehensive documentation on business processes, end user training manuals, and training/troubleshooting plans and post-training/troubleshooting user feedback.
  • Ensured ongoing team compliance by implementing incident management procedures for prioritizing, escalating, and resolving end user requests.
  • Identified, recommended, developed and implemented tutorials for end users to increase computer literacy and self-sufficiency.
  • Served as primary contact between customers/end users and IT management, ensuring effective communications and project implementations.
  • Contributed to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
  • Provided technical support for payroll system implementation ensuring security requirements and end user needs were met.
  • Directed design, development and delivery of regional system upgrades and standardization of end user systems.
  • Created help desk documentation for software installation, end user communications, and system documentation.
  • Establish end user security matrix ensuring compliance is maintained allowing for easy audit process.
  • Conceptualized and implemented innovative guidelines and procedures to end user support and system optimization.
  • Provided end user training on basic computer applications and computer security awareness.
  • Followed up with end users to ensure completeness/satisfaction of service.
  • Created and distributed I.T.-to-end user e-mail correspondence.
  • Provide first and second line support to end users while serving as a liaison between internal resources and third party vendors.
  • Designed and implemented team based support structure for all of MIS (over 100 support staff supporting 7500 end users).
  • Led the hardware renewal project at 2 resorts of imaging and delivering over 600 desktops and 150 laptops to end users.
  • Evaluated new information systems products or services and suggests changes to existing products or services to better aide the end user.
  • Provide client support for broker Dealers and their end users including maintenance of specific entitlement group's thereby improving client satisfaction.
  • Worked with vendors to standardize hardware and software for end users and to secure the best possible pricing and support.
  • Managed 9 technicians providing Help Desk services, end user application training, hardware repair, and network administration services.

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14. Performance Reviews

high Demand
Here's how Performance Reviews is used in Help Desk Manager jobs:
  • Perform systems engineering planning, performance reviews, capacity planning testing and validation, and information engineering.
  • Developed a standardized quality assurance process with formalized performance reviews
  • Perform monthly statistical analysis of calls and performance reviews.
  • Perform quarterly performance reviews with each representative.
  • Performed quarterly performance reviews for each analyst.
  • Conducted yearly performance reviews and people management.
  • Performed annual personnel performance reviews.
  • Delivered annual performance reviews and held monthly one-on-ones with each Technician involving in depth call statistics for the previous month.
  • Hired, trained, coached, motivated and monitored staff performance, including performance reviews and disciplinary actions.
  • Help Desk Supervisor Supervised Help desk team and provided departmental quality control through Analyst performance reviews and coaching.
  • Supervised 18 technical staff on all IT, policy and procedural issues and provide yearly performance reviews.
  • Conduct performance reviews of employees to ensure the employee understands company's goals and objectives.
  • Conducted Semi Annual and Annual performance reviews, Interviewed and trained all new Hires.
  • Perform regular Team and 1:1 meetings with staff as well as annual performance reviews.
  • Hired and trained staff, providing both informal guidance and formal performance reviews.
  • Conduct all performance reviews; address any performance issues, written and verbal.
  • Coach employee on a daily basis, and conduct annual performance reviews.
  • Monitored team performance and provided feedback and coaching via monthly performance reviews.
  • Schedule and assist with annual performance reviews for Call Center staff.
  • Write up and distribute quarterly and annual performance reviews to employees.

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15. Project Management

average Demand
Here's how Project Management is used in Help Desk Manager jobs:
  • Utilize project management tools to gather statistical data and graphical reports for continuous monitoring of established and projected goals.
  • Project manager for operating system integration to Windows 8 along with project management in all hardware evaluations and purchasing.
  • Represented company at user group meetings with project management of Information Center and product presentations.
  • Help desk and special project management including network upgrades, infrastructure conflicts and network administration.
  • Utilized and defined life cycle methodology as well as a defined project management methodology.
  • Function in a project management capacity, taking ideas from concept to successful implementation.
  • Project management of expansions including additional workstations, bandwidth, networking and printers.
  • Reviewed personnel performance, operating, project management processes and implementation services.
  • Assisted project management team with Accounting and Finance application deployment.
  • Identified and resolved organizational needs by providing project management.
  • Controlled web and application project management.
  • Advanced project management experience and education.
  • Project management and change control manager
  • Maintained the Project Management Plan: Project Charter, Scope Statement, Work Breakdown Structure, and Integrated MS Project Schedule.
  • Provided training, technical expertise and overall project management to internal Office of Information Technology Services (OITS) team.
  • Project management, development, coding, debugging, testing, data services, process/ application support and training.
  • Provided system support liaison services with local agencies, project management team and other internal and external customers.
  • Provided effective project management techniques to ensure the timely and accurate completion of network and PC based projects.
  • Maintain regular written communication on project status with Team lead, project management, and IS management.
  • Followed SDLC methods as defined by the Project Management Institute's Project Management Body of Knowledge.

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16. Software Applications

average Demand
Here's how Software Applications is used in Help Desk Manager jobs:
  • Configured devices and software applications following established procedures for the first Air Force Enterprise-Level help desk.
  • Implemented a Quality Assurance process on all terminal emulated software applications.
  • Provided training to users on software applications and hardware configurations.
  • Assisted customers with software applications supported by Information Technology.
  • Negotiated pricing on hardware maintenance and software applications.
  • Performed System Testing, Functional/Unit Testing, Regression Testing, UAT, and Smoke Testing of FPS software applications.
  • Designed and implemented disaster recovery plans for operating systems, databases, networks, servers, and software applications.
  • Researched, tested, implemented software applications, hardware and new technologies while also providing support for those technologies.
  • Created Process Documents/Flow Charts based on analysis of data and documentation of FPS system and software applications.
  • Analyzed software applications related to personnel, logistics, training, budgeting, and facilities management.
  • Supported IT infrastructure by upgrading network services, desktop, printing services and software applications.
  • Ensured team was cross-trained on other systems and processes, as well as software applications.
  • Created implementation plans for new clients of the software applications nationwide.
  • Assisted clients with various custom software applications.
  • Conducted and tested new software applications.
  • Provided system and administration support for entire campus across several hardware and operating systems platforms and software applications.
  • RAM, processor, power supply, motherboard), and software applications.

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17. Itil

average Demand
Here's how Itil is used in Help Desk Manager jobs:
  • Created and maintained client-specific process documentation, according to Information Technology Infrastructure Library (ITIL) techniques.
  • Integrated ITIL Service Desk methodology, incorporating problem management and incident management processes.
  • Developed ITIL ticket categorization structure and prioritization matrix.
  • Customized, utilized, and supported FrontRange Heat and IT Service Management to facilitate Help Desk operations using ITIL V3 methodology.
  • Evaluated and assisted in the configuration of multiple call tracking systems including ITIL V3 -based Change Gear and Easy CMDB.
  • Helped to establish ITIL based policies and procedures to ensure a smooth running service desk designed to exceed customer expectations.
  • Implemented process improvements based on ITIL best practices, restructuring team into service desk and second tier support teams.
  • Implemented ITIL best practices improvement initiatives that resulted in an increase of a daily service rate over 96 %.
  • Achieved an ITIL foundation certificate while supporting the United States Marine Corps while working for the department of defense.
  • Achieved annual cost per call over 70% below industry average by implementing ITIL and HDI best practices.
  • Reduced customer escalations by more than 50% through flexibility in accomplishing the project using ITIL best practices.
  • Managed vendor's technical and financial performance on a fully ITIL compliant outsourced Help Desk services contract.
  • Established clearly defined escalation points as defined through ITIL practices thus delivering a higher level of service.
  • Utilized ITIL Best practices create a single point of contact, improved Triage, tracking of Tickets.
  • Create and execute functional improvements to continuously motivate and grow service levels utilizing ITIL/ITSM best practices.
  • Implemented ITIL methodologies: Service, Incident, Problem, Change, and Financial Management.
  • Maintained the conformance of service operations and transition modules with ITIL framework and best practices.
  • Improved ITIL Change Management process in support of more than 500 national and international users.
  • Applied knowledge, understanding and experience with the ITIL Service Management Model.
  • Implemented ITIL best practices, managed AD and provided server support.

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18. Hardware Issues

average Demand
Here's how Hardware Issues is used in Help Desk Manager jobs:
  • Provided telephone, desk-side/ on-site, off-site and remote technical support for a range of software and hardware issues.
  • Support all software and hardware issues.
  • Resolved computer hardware issues providing warranty support or replacement.
  • Assisted the Store Windows Engineering team in resolving networking/software/hardware issues.
  • Worked directly with service/repair centers to resolve customer hardware issues.
  • Diagnosed network, software, and hardware issues, and developed and maintained the departmental website.

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19. VPN

average Demand
Here's how VPN is used in Help Desk Manager jobs:
  • Support desktop and other departments daily, Attend multiple daily department and operational meetings, setup laptops for remote VPN computing.
  • Provided remote assistance and extensive troubleshooting into configuring the company s VPN for use by employees who work from home.
  • Assist Site LAN Coordinators with VPN, Re-image, Image, SCCM patch update and Laptop refresh issues.
  • Assisted users in setup and use of VPN services for access to secured databases.
  • Provided 24-7 support for network problems and Virtual Private Network (VPN) issues.
  • Created site to site VPN tunnels on both Checkpoint firewall and Sonic firewalls.
  • Configured, installed, and supported VPN accounts and VPN enabled computers.
  • Assisted and granted access for Cisco VPN SSL/TLS users.
  • Trained staff on VPN installation and use.
  • Support F5 VPN for remote users.
  • Monitored VPN using HP Openview(TM) and troubleshoot any network issues, escalating to appropriate agencies as necessary.
  • Provided support for Windows, Citrix, VPN, Active Directory, mobile phones, Firewalls, and MS Office.
  • Created virtual offices with VPN, Citrix, and Video Conferencing to meet their communication needs.
  • Assisted in VPN rollout and AS400 admin.
  • Run remote desktop access solutions (Citrix, VPN, Officescape) to mitigate immediate concerns and/or running various tasks.
  • Identified, researched and resolved internal end-user requests on Novell, VPN, Citrix, and Terminal Services platforms.

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20. LAN

average Demand
Here's how LAN is used in Help Desk Manager jobs:
  • Planned, developed and implemented network/telecommunications infrastructure.
  • Implemented centralized training and communication plan that facilitates quick and effective new hire training and acclimation to the service environment.
  • Conducted daily assurance checks and generated trend analysis reports and assisted with implementation of strategic plans for senior leaders.
  • Heightened technical/business capabilities by creating action plan with systems and protocols for prompt troubleshooting and resolution of client issues.
  • Managed LAN/WAN installation/configuration/support/connectivity for eight partner agencies with as many as 550 users and five internal company users.
  • Authored contingency plans for project teams on new implementation initiatives and updated business continuity and disaster recovery plans.
  • Handled internal IBM and external audits achieving satisfactory ratings and remediation plans where needed to correct any deficiencies.
  • Supported corporate infrastructure and clients in system analysis, systems design and programming, LAN implementation and administration.
  • Created and implemented all yearly departmental budgets, strategic/disaster recovery planning and procedures to ensure business continuity.
  • Participated in planning activities that crossed departmental boundaries to assure support needs were defined and communication appropriate.
  • Developed and managed plans for medium to large-scale renovation efforts, including addressing organizational cultural implications.
  • Attended and participated in client sales/marketing meetings and all upper level management planning and policy meetings
  • Planned and executed multiple software roll-outs inclusive of company specific software and operating systems.
  • Developed and implemented departmental policy and procedure manual inclusive of disaster recovery plans.
  • Developed and successfully executed the plan for implementing a new Distributed Printing system.
  • Handled other miscellaneous administrative tasks for the Network Operations Group as necessary.
  • Have extensive experience in developing aggressive plans and meeting schedule commitments.
  • Plan and implement major infrastructure systems or hardware modifications and projects.
  • Designed/Implemented the Customer Support Help Desk New Associate Orientation/Training Plan.
  • Planned and conducted training/mentoring sessions on leadership and management.

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21. Internet

average Demand
Here's how Internet is used in Help Desk Manager jobs:
  • Directed and managed a Software Engineering Computer Lab with over 60 engineering development servers including Internet Information Servers.
  • Ensured secure and non-secure connectivity, remote, internet/intranet and electronic mail services for authorized users.
  • Managed adequate control over inventory, order placement via Internet.
  • Maintained Internet connection and support managers wanting internet usage reports.
  • Provided guidance to clients on operating system and internet applications.
  • Developed Internet and Data Security Policy.
  • Managed communications and connection solutions, including local area networks, wide area networks, intranet, and internet applications.
  • Identified trends in customer service requests and implemented Internet site improvements to reduce need for direct customer contact.
  • Assisted with client side upgrade of Oracle 11i including internet explorer, Java, and Windows Firewall settings.
  • Installed Microsoft Windows NT IIS (Internet Information Services) and developed intranet web server using HTML.
  • Developed customized versions of Microsoft Internet Explorer 3.0 for Windows 95/NT, Windows 3.x and Macintosh.
  • Developed new policies for Blackberry, email, cell phone, and Internet usage.
  • Played an integral role in the deployment of wireless Internet across the military installation.
  • Installed Macintosh Systems on AppleTalk Networks equipped with TCP/IP for Intranet and Internet.
  • Monitor HSDN's Internet Information Services using HP OV Internet Services Monitor.
  • Compiled Internet site statistics on all company web sites using Web Trends.
  • Train user on file saving, email and internet safety measures.
  • Weekend Support for external clients on Private Client Services internet site.
  • Managed the help desk for local internet service provider.
  • Updated Internet Information service (IIS).

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22. Knowledge Base

average Demand
Here's how Knowledge Base is used in Help Desk Manager jobs:
  • Organized and created documentation knowledge base for installation steps.
  • Developed and organized technological knowledge base.
  • Communicated client support changes to the Help Desk team (on-site and remote); incorporated changes into the knowledge base.
  • Implemented agent training program for support team new hires as well as improvements to & enhancements of existing knowledge base.
  • Served as incident, knowledge base and configuration manager while designing help desk processes based around ITIL incident management processes.
  • Performed migration of BMC Version Remedy 6 to BMC Remedy Version 7 and add updates to Remedy knowledge base.
  • Created and maintained all help desk Standard Operating Procedures and established online knowledge base tool for staff use.
  • Documented procedures and resolutions for support tasks, building a knowledge base within the Track-It ticketing system.
  • Established help desk productivity aids including FAQs, quick reference cards, and knowledge base articles.
  • Created MS Access knowledge base to assist Help Desk specialists quickly troubleshoot and resolve calls.
  • Provide training to internal staff on HD procedures and escalation documentation for web-based knowledge base.
  • Developed Standard Operating Procedures (SOP) and Knowledge Base for superior customer service delivery.
  • Managed resources that administered enterprise HEAT call tracking, knowledge base and self-service tools.
  • Use external knowledge bases to troubleshoot and resolve various technical problems in timely fashion.
  • Conducted customer service and technical seminars and oversaw training and construction of knowledge base.
  • Maintained documentation of knowledge base as well as training documents for fellow associates.
  • Implemented new training procedures and helped to developed knowledge base for help desk.
  • Spearheaded initiative to create and implement an expansive collection of knowledge base articles.
  • Develop and standardize quality assurance monitoring, training program, and knowledge base.
  • Developed, authored and maintained knowledge base; authored and implemented end-user training.

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23. Information Technology

average Demand
Here's how Information Technology is used in Help Desk Manager jobs:
  • Reported to CIO, led technology team responsible for ensuring information technology equipment and systems managed and maintained.
  • Coordinate and upgrade centrally provided hardware and software between customers and appropriate information technology personnel.
  • Led Information Technology Project Team for building security infrastructure required for confidential data storage.
  • Consulted with multiple business units to align business requirements with Information Technology development.
  • Improved transparency between both teams and other areas within Information Technology.
  • Coordinated the development of Information Technology to continually increase customer satisfaction.
  • Served as the senior-level technician on various Information Technology projects.
  • Established yearly budgets and maintained all information technology procedures.
  • Maintained currency with information technology platforms and applications.
  • Reported directly to Dean of Information Technology.
  • Manage a team of 5 Information Technology Professionals responsible for meeting technology support needs of 600+ nationwide nodes including Sales team.
  • Developed and managed annual budgets for information technology projects and saved more than 25% compared to previous year.
  • Designed and presented value of help desk, training executives and other managers on information technology procedures.
  • Establish, plan, and administer the overall policies and goals for the information technology department.
  • Managed project schedules within the Store Systems group and other groups within the Information Technology team.
  • Partnered with Information Technology (IT) and businesses to test and implement solutions.
  • Chaired the Information Technology Council for EICCD and Chair of its Technology Services Committee.
  • Managed day to day operations of multiple teams within the Information Technology Department.
  • Team ensuring staff are compliant with all applicable Information Technology policies and procedure.
  • Served as Information Technology Manager for the Help-Desk.

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24. SLA

average Demand
Here's how SLA is used in Help Desk Manager jobs:
  • Developed and communicated team project specifications and documentation in accordance with client protocol, SLA agreements and operational standards.
  • Translated business process requirements from C-Level executives, engineers and manufacturing staff into software and hardware solutions.
  • Translate system requirements and functionality to operational units.
  • Conducted weekly help desk staff meetings for reports on inventory, SLA tracking, trends, projects and tasks as assigned.
  • Monitor and develop SLA, Reporting Matrix, Service Desk Surveys, and report accordingly to business units and upper management.
  • Implemented new reports to showcase service level agreement (SLA) measures and user feedback to IS leadership and business partners.
  • Responded to incidents using IAW established metrics found in applicable DoD and Army regulations, Technical Authorities and SLA's.
  • Monitor the phones and ensure analyst response time of less than 3 rings per service level agreement (SLA).
  • Experience with realistic creation of Service Level Agreement's (SLA) departmentally to achieve excellence with both internal/external users.
  • Created Service Level Agreement (SLA) that detailed the support and response times of the help desk team.
  • Make sure that company standards, requirements and SLA are being met and followed by other help desk staff.
  • Improved resolution time by 85% to meet our SLA for time to close ratio of Help Desk tickets.
  • Liaised with various external functional teams to proactively promote OLA and SLA compliance on open incidents and problems.
  • Analyze SLA breaches weekly in management meetings to determine where improvement is needed and create metrics for client.
  • Establish and maintain collaborative vendor relationships; ensure attainment of all Service Level Agreement (SLA) requirements.
  • Defined and Implemented SLA requirements for the Service Desk, which increased customer satisfaction and Service Desk productivity.
  • Traveled for regional meetings and client conferences, working with customer executives on SLA agreements and delivery timetables.
  • Worked closely with the Office of Congressional and Legislative Affairs to ensure timely responses to Member of Congress.
  • Take over other dedicated or shared help desks within the company when needed and maintain current SLA's.
  • Played key role in defining a new service level agreement (SLA) for enhancement and project delivery.

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25. Voip

average Demand
Here's how Voip is used in Help Desk Manager jobs:
  • Manage project to migrate acquired company to HealthcareSource VOIP hosted phone solution, email and Microsoft active directory environment.
  • Installed, administered, maintained and troubleshot all network servers, including Cisco VoIP systems for in house and remote users.
  • Provided setup and support for teleworkers at multiple location, including router configuration, hardware setup and VOIP configuration.
  • Implemented a large network infrastructure upgrade to from Cat3/Cat5 to Cat6 cabling in preparation for VoIP launch.
  • Handled all cell phone and VoIP phone system support and setup working with ATT and SmoothStone providers.
  • Strengthened internal relationships in IT Department through the successful migration of digital phones to Cisco VoIP phones.
  • Helped maintain servers, computers, and AV equipment, and VOIP phone systems at the shop.
  • Assisted in implementation of VoIP for main 5 campuses, saving costs by removing voice Ts.
  • Helped install replace old CS1000 and BCM phone technology with a new ShoreTel VoIP system.
  • Support 8x8 VoIP phone system; IVR setups, queue setups and vendor support.
  • Performed day to day functions and upkeep of Cisco UCCX VoIP phone system.
  • Trained entire company on new VOIP phone system and made all daily changes.
  • Support and providing implementation of LAN, WAN, VOIP and PBX infrastructure.
  • Implemented and manage a new VOIP system for the company.
  • Manage team providing support of VOIP phone system.
  • Manage VoIP server 3CX environment and CCTV.
  • Design and Implement Cisco VoIP system.
  • Experienced in troubleshooting POTS, DSL, VDSL, ADSL, VOIP, and IPDSLAM.
  • Oversee the running of all the cables for the network and setting up all the VoIP phones under Vonage for business.
  • Managed and maintain VOIP and Alcatel PBX telephone switch on Windows 2000 and 2003 servers.

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26. SQL

average Demand
Here's how SQL is used in Help Desk Manager jobs:
  • Installed, configured and deployed Microsoft SQL server environments testing and development procedures for proof of concept methodology.
  • Managed staff of Oracle/SQL database troubleshooters in third-party logistics/software development company.
  • Configure centralized MySQL/MSSQL implementations for all internal & customer-facing applications.
  • Programmed using Visual Basic, MySQL, SQL, updating our computer program systems as the needs of the company changed.
  • Manipulated data within SQL, MS Access and MS Excel for data conversion, data clean-up and interface modifications.
  • Assist client IT with installation and maintenance of servers and SQL in relation to the fuel management software.
  • Generated quantitative Crystal & AD HOC reports in addition to creating and running large volume SQL Server queries.
  • Participated in planning and testing in the automation of all Bank critical COB/Disaster Recovery processes including SQL Databases.
  • Assisted in streamlining manual processes via creating SQL DTS packages to import excel spreadsheets into a database.
  • Developed and managed sites utilizing Active Server Pages with MS Access and MS SQL Server Databases.
  • Administer and maintain company websites via Microsoft IIS and numerous databases using Microsoft SQL Server 2000.
  • Installed, configured, updated, and performed database migration for SQL versions 2000/2003/2005/2008.
  • Installed SQL Backup Agent on SQL servers, thus enabling backup of SQL Databases.
  • Created and maintained SQL database, knowledge of Database management tools such as Oracle.
  • Created custom SQL queries/scripts in order to find and correct data defects and discrepancies.
  • Conducted six upgrades, which included back-end conversion from MS Access to SQL.
  • Performed extensive data mining using SQL for data correction and compliance.
  • Developed SQL queries to maintain the correct data feed.
  • Support and configuration of all SQL instances.
  • Prepare customized reports using SQL database queries.

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27. Citrix

average Demand
Here's how Citrix is used in Help Desk Manager jobs:
  • Planned, implemented and managed Citrix environment for over 300 remote users using industry best practices.
  • Assisted the LAN group of maintaining server clusters for Citrix Server Farm and backups.
  • Accessed the Army Knowledge Online through Citrix Environment.
  • Supported user access to remote applications via Citrix.
  • Establish a test installation of Citrix Metraframe terminal server and successfully convincing Corporate IT to implement the new technology company-wide.
  • Help Manage the Citrix Farm Environment with home grown Applications Resolved profile corruption issues when users have an issue logging on.
  • Owned and managed all aspects of the integration and roll out of the Wyse thin clients for Citrix corporate use.
  • Trained new hires and contractors working at the Citrix Helpdesk on common WinFrame and MetaFrame production issues.
  • Installed hardware / Maintained Citrix Xenapp Environment via WYSE terminal 250+ Devices.
  • Manage and troubleshoot User connectivity to COTs products through Citrix MetaFrame.
  • Trained and Shadowed Users - Citrix environment).
  • Utilized Citrix and Altiris remote/shadowing utilities to support [ ] internal associates spanning over 200 remote offices.
  • Implemented Citrix, Document Imaging, SAN storage, Disaster Recovery site, VMWare & Virtualization.
  • Utilize Citrix and VMWare hypervisors.

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28. Service Level Agreements

average Demand
Here's how Service Level Agreements is used in Help Desk Manager jobs:
  • Work directly with customers to identify Key Performance Indicators and ensure delivery of committed Service Level Agreements.
  • Instituted high operational standards and consistently met or exceeded service level agreements on a daily basis.
  • Improved user satisfaction through accountability and establishment of service level agreements.
  • Instituted service level agreements and increased customer availability and profits.
  • Gathered user requirements to develop and implement service level agreements.
  • Proposed and implemented stronger and more effective service level agreements.
  • Maintained customer relations by meeting Customer Service Level Agreements.
  • Develop process procedures based on service level agreements.
  • Maintain Service Level Agreements for customer satisfaction.
  • Participated in the resolution of service requests from the Customer Care Center within approved Service Level Agreements (SLA) guidelines.
  • Implemented procedures, best practices, and corporate service level agreements to resolve end-user requests in an efficient and timely manner.
  • Monitored Remedy ticketing system to ensure tickets are being closed in the time frame based on contractual service level agreements.
  • Created, negotiated, and executed service level agreements with internal and external developers, vendors, and service providers.
  • Coordinate the development and review of service level agreements with other departments and areas with the Information Technology Services department.
  • Focused on evaluating and improving services to improve deficiencies and reach previously unattainable Service Level Agreements (SLA).
  • Design, monitor and refine Service Level Agreements to ensure proper request handling, escalation policies and procedures.
  • Managed project to upgrade call tracking system in the Help Desk allowing for implementation of service level agreements.
  • Exceeded performance metrics, resulting in service level agreements, and 90% first call resolution goals.
  • Established internal service level agreements, performed quarterly vendor management reviews for a means of cost savings.
  • Developed and provided guidance on help desk open/planned/suspended tickets and made sure service level agreements were met.

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29. Problem Resolution

average Demand
Here's how Problem Resolution is used in Help Desk Manager jobs:
  • Managed coverage, incident and problem resolution as well as Knowledge Management resulting from resolved tickets using Remedy ticketing system.
  • Helped Level 1 and Level 2 explore alternative techniques for problem resolution Interfaced with developers on solutions to extraordinary issues
  • Pulled incidents and tasks metrics using ServiceNow ticketing system to manage problem resolution and to identify areas of improvements.
  • Performed a support and customer service assessment focusing on operational effectiveness, problem resolution and process improvements.
  • Communicate problem resolution and additional information to Enterprise Applications/Agency Custom Applications group managers and support teams.
  • Manage information help desk/support services including desktop, advanced problem resolution and network support services.
  • Implemented standard operating procedures and new hire training program to enhance responsiveness and problem resolution.
  • Facilitated communication and problem resolution procedures between local California and Dallas Support teams.
  • Created and published weekly Intranet status reports that included problem resolution statistics.
  • Included development of Help Desk ticket/project management & problem resolution.
  • Created procedures for call analysis and problem resolution.
  • Provided user support & problem resolution for desktops, network access, E-mail, Web, and server based applications.
  • Ensured that high levels of problem resolution, quality, documentation, and customer service were consistently attained.
  • Created and enforced a college wide Service Level Agreement that ensured problem resolutions expectations and time frames.
  • Respond to customer escalations and communicate with staff and customers to provide problem resolution and updates.
  • Implemented skill based call routing to facilitate quicker problem resolution for the customer's employees.
  • Managed call volumes of 130 - 140 calls daily insuring timely and efficient problem resolution.
  • Coordinated and managed hardware and software installations, upgrades, repairs, and problem resolution.
  • Take ownership of problem resolutions through personal skills or by timely escalation.
  • Coordinated hardware and software changes, problem resolution, and workstation upgrades.

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30. Desk Technicians

low Demand
Here's how Desk Technicians is used in Help Desk Manager jobs:
  • Supervised performance and assignments of the Help Desk Technicians, as well as, monitored departmental coverage based on business needs.
  • Trained and directed three (3) help desk technicians to implement new software and upgrade existing software on individual workstations.
  • Provided outstanding management of over 30 help desk technicians leading them to close 96% of the daily first call resolutions.
  • Achieved goal of 90 to 95 percent problem resolution by training Help Desk technicians on task list and verifying proficiency.
  • Lead a group of two administrators and five help desk technicians to support 900 adults and 6000-7000 students.
  • Instituted training program for Help Desk technicians in Tier Level II and III Systems and Network Administration duties.
  • Team consisted of 8 Help Desk Technicians, also managed the Field Technicians on an as needed basis.
  • Provided mentoring and technical training to junior help desk technicians to assist them in their professional careers.
  • Help desk technicians in this environment were systems and network engineers from entry to senior level experience.
  • Managed a team of six help desk technicians supporting an enterprise of over 900 users globally.
  • Supervised fifteen help desk technicians and provided help desk support in all levels.
  • Staggered help desk technicians' hours to increase coverage of call center employees.
  • Manage 60 Help Desk Technicians who support medical staff providing patient care.
  • Hired, supervised, and coached team of five help desk technicians.
  • Managed a team of approximately 20 tier-one and tier-two Help Desk technicians.
  • Train, coach, and mentor Help Desk Technicians and other staff.
  • Assigned daily work to a staff of 12 Help Desk Technicians.
  • Managed and supervised four Help Desk Technicians and two Corporate Trainers.
  • Managed 2 help desk technicians, and 1 desktop technician.
  • Supervised Help Desk technicians' support of over 200 users.

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31. OS

low Demand
Here's how OS is used in Help Desk Manager jobs:
  • Identified and implemented standard processes and procedures for work initiation project definition, and management reporting and project closure.
  • Evaluated each department employee and offered feedback to increase individual and team success utilizing incentives to boost employee productivity.
  • Improved the expediency and consistency of operating system and application deployment by implementing Microsoft System Center Configuration Manager.
  • Diagnosed and resolved customer related software and hardware problems in accordance with policies and procedures for network operations.
  • Created corporations Vendor Risk Management guidelines for all external vendor relationships working closely with all business units.
  • Ensured critical business systems issues are resolved quickly with minimal impact to production losses in manufacturing.
  • Identify and implement processes that improved service delivery Including formal definition and documentation of those processes.
  • Instructed use of Microsoft Office/operating systems, server operation, network applications, & hardware maintenance
  • Boosted overall performance and efficiency of technicians by creating benchmarks with performance metrics.
  • Managed and maintained environmentally controlled Computer Laboratory hosting over 80 servers and equipment.
  • Choose appropriate technology and other resources to maximize help desk effectiveness.
  • Maintained and managed vendor relationships ensuring cost effective and cutting-edge solutions.
  • Reviewed/improved company policies/practices enhancing efficiency, clarity & maximum cost savings.
  • Coordinated training to ensure career development and interviewing prospective employees.
  • Organized communication channels across business units for more effective support.
  • Develop a customer care philosophy that ensures customer satisfaction.
  • Controlled networks for all commands in the Yokosuka-Atsugi-Ikego area.
  • Repaired computers/printers/faxes diagnosed and addressed hardware & software issues.
  • Coordinated and prioritized activities of technicians when conflicts arose.
  • Conducted analysis for business solutions, cost/benefit and mitigation/risk.

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32. Sharepoint

low Demand
Here's how Sharepoint is used in Help Desk Manager jobs:
  • Developed company-wide SharePoint strategy by gathering business requirements and designing sites, enabling end-users to fully utilize application and business needs.
  • Consolidated and provided easier access to business information, while providing for inter-departmental collaboration by implementing Microsoft SharePoint.
  • Defined escalation procedures and protocol for call resolution * Developed Outlook/SharePoint InfoPath Forms to manage employee on/off-boarding activities
  • Conducted classes for new SharePoint site administrators that covered basic SharePoint capabilities and administrator responsibilities.
  • Designed/developed/managed 6 SharePoint team websites for 5 base organizations.
  • Monitored and maintained SharePoint site permissions and security.
  • Developed ticketing system using Microsoft SharePoint resources.
  • Utilize your familiarity with SharePoint development
  • Designed and maintained SharePoint tool with InfoPath to manage case assignments, Advocacy Managers skill sets, and case loads.
  • Functioned as project manager for various additional projects within the compliance department, including clean-up of multiple SharePoint databases.
  • Configured multiple server platforms for Microsoft Office SharePoint 2007 test systems to plan for upgrade from SharePoint 2003.
  • Maintain asset tracking database and ensure all equipment is tagged and tracked in SharePoint site.
  • Planned and implemented SharePoint site for IT department to use for document sharing and communication.
  • Organized SharePoint digital hand receipt training, educated over 150 personnel in 2 weeks.
  • Used SharePoint Designer 2007 for customizing MOSS 2007 by modifying Master Pages.
  • Managed and developed web applications during SharePoint upgrade from 2010 to 2013.
  • Championed migration of records management file services from SAN to SharePoint storage.
  • Support, develop, upgrade, and maintain all Microsoft SharePoint technologies.
  • Project manager for Oracle R12 upgrade, SharePoint implementation, SCCM implementation.
  • Maintained process updates and contacts via the Help Desk SharePoint site.

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33. Mac

low Demand
Here's how Mac is used in Help Desk Manager jobs:
  • Supported corporate initiatives of centralized billing, centralized pricing changes and electronic third party reconciliations for 29 pharmacies.
  • Improved enterprise profitability by managing the successful opening/moves of 20 community retail and mail order pharmacies.
  • Maintained data integrity on Servers and users machines related to Virus/MalWare issues.
  • Support Pharmaceutical Client with documentation on non-supported hardware.
  • Help desk agent answering inbound calls from pharmacy tech's and pharmacist about refilling prescription's and troubleshooting regular and escalated issues
  • Facilitate with Trainer at Pharmaceutical Client Locations to teach new users and current users that are changing to new equipment.
  • Used RDP, and LAN Desk Management to connect to clients' machine to install software and trouble shoot problems.
  • Created databases to keep track of all patches completed as well as listing all machines that were not patched.
  • Worked with Asset Management to set policy for licensing Microsoft and Macintosh software applications on an enterprise level.
  • Revised and updated VitalSystem user software manuals for Medical Records, Accounting, Dispensing, and Pharmacy/User setup.
  • Assisted 1500 users across a disparate customer base with computer and network issues on Mac and Windows platforms.
  • Work with the Pharmaceutical Client in administrating Active Directory and giving these rights to the Help Desk Technician.
  • Execute the backing up of company data and creation of PC images for each type of machine.
  • Second level support of all Mac and PC calls to troubleshoot software, hardware and network issues.
  • Improved inventory days on hand through coordinating the successful implementation of EDI for pharmacy drug replenishment system.
  • Walked remote users through building, configuring and installing hardware and software on laptop and desktop machines.
  • Work with the Pharmaceutical Client in rolling out new hardware and software at National Sales Meetings.
  • Managed the relocation of 24 users, workstations, phones, fax machines and printer setups.
  • Oversee scheduling maintenance and handle the staffing functions for associates in the assigned Macy's store.
  • Maintain and update imaging & deployment of new machines and inventoried units through Dell KACE solutions.

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34. Suite

low Demand
Here's how Suite is used in Help Desk Manager jobs:
  • Developed and delivered internal training programs for Microsoft Office suite of products and for other operations-specific software, as required.
  • Created and maintained all new training materials and manuals for various systems, including Oracle E-Business Suite and POS system.
  • Implemented HP Service Management Suite modules for Service Desk, Change Management, Service Catalog and Asset Management.
  • Performed Microsoft Office Suite upgrade from MS Office 2000 to MS Office 2003 using Active Directory group policies.
  • Monitor call volume using Symposium software suite, and use that data to make staffing decisions.
  • Created, documented and conducted corporate training programs for MS Office suite of products.
  • Experienced in the use of MS Suite of products sufficient to aid users.
  • Performed development work on ITSM software suite and development of Management performance metrics.
  • Designed and implemented custom Help Desk suite using the Dell KACE software.
  • Planned, tested, and implemented Microsoft Office Suite upgrade.
  • Logged all incidents into the Help Core/SupportSuite tracking database.
  • Provided one on one executive and C-Suite level support.
  • Assisted users with Microsoft Office suite of software.
  • Resolve customer account problems via voice and/or remote administration using LANDesk Management Suite.
  • Add and remove roles within Microsoft Server and other server manager functions Load and manage Microsoft Office suites 2010 and 2013.
  • Subject matter expert on the Cyberguard Deployed Security Intrusion Detection suite (DSID).
  • Utilized Netsuite ticketing system to document, and monitor help desk issues through resolution
  • Provided project management and prioritization using the Syteline ERP tool suite.
  • Use JAMF Casper suite to image and manage client machines.
  • Support MS Office Suite application [ ].

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35. Management System

low Demand
Here's how Management System is used in Help Desk Manager jobs:
  • Maintained training databases and files; documenting training activities and accomplishments in a web-based learning management system.
  • Experienced with Military Personnel Management Systems with the ability to extract information and skills from automation equipment.
  • Facilitated restoration of Local COMSEC Management System/Key Producer, completing project one week early.
  • Project Manager for full Remedy implementation and conversion from prior incident management system.
  • Implemented patch management system to automate patch deployment for Windows and Third party applications
  • Self-developed a Real Estate database system using a relational Database Management System.
  • Evaluated, selected implemented and maintained problem management system (SupportMagic).
  • Worked with the Help Desk Team members to create online tutorials or franchises owner on use the order management systems.
  • Process bi-monthly payroll * Train employees on software, including point-of-sale, property management system, and basic Microsoft Office.
  • Tracked team performance by maintaining metrics data, including the use of Call Management System (CMS) reporting.
  • Migrated Help Desk tracking system from a local database to a corporate incident management system (Remedy).
  • Acted as the primary point of contact regarding all training initiatives for Enterprise Information Management systems.
  • Coordinated free staff training through internal business groups, company Learning Management System and outside vendors.
  • Use of Remedy ITSM ticket management system to track issues and Help Desk call trends.
  • Collaborated on KG-250 upgrades, enhancing Electronic Key Management System network availability by 100%.
  • Hired to support and train staff to use the companies Content Management System.
  • Implemented Support Magic Asset Management system for call tracking.
  • Helped select and implement a content management system.
  • Worked with Controller and CFO to successfully negotiate an advantageous multi-year contract with agency business management systems vendor.
  • Key Results: Engineered selection and deployment of company's first Asset Management System.

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36. Novell

low Demand
Here's how Novell is used in Help Desk Manager jobs:
  • Administered NT and Novell servers, affiliated workstations, and periphery devices for senior university officials.
  • Supported several network operating systems including Banyan Vines, Novell NetWare, Windows NT 4.0 and all Microsoft Office98 products.
  • Installed, configured, and administered application and file servers: NT 4, OS/2, Novell 3.x and 4.x.
  • Supervised the conversion of the company from a terminal based, mid-tier environment to Novell Network utilizing server based architecture.
  • Provided daily network administration for a mixed NT-Novell-AS/400 network utilizing Dell and Compaq desktops and IBM ThinkPad notebooks as workstations.
  • Handled the creation of user network and email accounts for multiple college departments using the Novell Client system each week.
  • Installed and maintained Novell and Windows Servers which were used in conjunction with our break/fix efforts.
  • Level II, III Desktop Support SAP, Microsoft network, some Novell network support.
  • Rolled out, administered and maintained a Novell 4.11 Network of 200 + PC's.
  • Upgraded and maintained a Novell and Unix network over the course of the tournament.
  • Monitored of Novell network servers in a mix environment with Windows and Apple workstations.
  • Help Desk Manager (700+ users), team leader for Novell to Windows migration
  • Participated in upgrading from NetWare 4.11 to NetWare 5.0 including Novell Distributed Print Services.
  • Supported 1200 users in the Novell, Banyan and Apple networking environments.
  • Configured numerous computers on a Novell network used for PC support.
  • Provided administration of Novell 4.x, Windows 3.x, Windows 95.
  • Installed Novell 4.11 Networks, including servers, clients, etc.
  • Performed duties as a Novell Administrator for Enterprise network upgrade.
  • Installed Novell 4.11 backup server and Windows System Management Server.
  • Mixed Novell, Windows, Oracle environment.

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37. Daily Operations

low Demand
Here's how Daily Operations is used in Help Desk Manager jobs:
  • Managed Help Desk/Desktop/VDI projects as well as other internal IT projects while supporting enterprise-wide Help Desk daily operations/desktop computing services.
  • Managed 32 Technicians and Daily Operations Accountability and Training.
  • Coordinated and managed all daily operations.
  • Direct daily operations Help Desk, Knowledge Management, Quality Team providing Tier 2 & 3 support; manage 30 people.
  • Managed the daily operations, development, salary, recognition, staffing, and training for 4 global technical help desks.
  • Managed the daily operations of two External Support desks and the Internal Desktop Support department, servicing over 800 customers.
  • Managed daily operations and administration of the Military Health Systems global Remedy Help Desk (v.7.6.04).
  • Managed team of IT technicians and daily operations of Help Desk, in support of 500+ users.
  • Managed the help desk staff and daily operations for a $50 million non-profit financial organization.
  • Manage daily operations of the Help Desk providing technical support for 300 internal and remote employees.
  • Managed support for ISP client base, overseeing daily operations of Internet Services Help Desk.
  • Supervised and administered the daily operations of the computer help desk and systems operations room.
  • Managed the daily operations of a Help Desk team supporting over 50,000 global users.
  • Managed/Led daily operations of IT Help desk & staff, IT Severity Project.
  • Ensured alignment of daily operations for the call center servicing over 13,000 customers.
  • Oversee daily operations of the Campus Residence help desk & computing centers.
  • Run daily operations and activities of the Help Desk.
  • Executed daily operations of the student help desk.
  • Managed the daily operations of the Department of State, Consular Affairs Overseas Support Desk (24/7).
  • Manage daily operations of the USAID CIO Helpdesk which provides 24x7x365 Level 1 and Level 2 support.

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38. Staff Members

low Demand
Here's how Staff Members is used in Help Desk Manager jobs:
  • Developed and implemented incident management documentation and procedures providing research, analysis, resolution and communication parameters for staff members.
  • Administered performance evaluations and annual personnel appraisals for staff members.
  • Established and implemented departmental policies, goals, objectives, and procedures conferring with organization officials and staff members as necessary.
  • Supervised students and professional staff members and administered the hiring, training, and professional development of all help desk employees.
  • Managed and trained a team of 10 to 20 student staff members thus providing a broader spectrum of available support.
  • Provided Tiers I, II and III technical support to 1,000 staff members for all types of network/PC issues.
  • Scheduled 40 staff members for a 5x20 operating schedule, including a 5-person on-call (7x24) weekly rotation.
  • Engaged staff members located in-house and in remote offices, delivering results against business metrics and meeting SLA's.
  • Provide technical guidance to all supervised staff members on Help Desk, Remedy trouble tickets and ticket escalations.
  • Manage fifteen help desk staff members to ensure proper procedures are followed for Federal Contract and customer needs.
  • Support all VP's and Directors and other staff members familiar Windows and Mac's VM ware.
  • Created new user training documentation for thirty help desk staff members in the State of Utah.
  • Managed IS staff members that provided support for desktop and server environment services locally and remotely.
  • Led team of 23 technical staff members providing 24-hour technical support for 3,500 employees and physicians.
  • Conducted training for customers and new staff members in imaging software and hardware procedures and maintenance.
  • Participated in all disaster recovery training and ensured that all staff members were properly trained.
  • Conferred with IT staff members on problems or critical issues and recommended changes and/or improvements.
  • Managed a dedicated team of 10 staff members as well as utilizing a shared resource model
  • Trained fourteen help desk staff members on help desk phone client installation and usage.
  • Created goals for staff members to increase support efficiency, knowledge and customer satisfaction.

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39. Phone System

low Demand
Here's how Phone System is used in Help Desk Manager jobs:
  • Provided metrics and reporting for all responsibilities, including budget, trouble calls, and Automated Call Distribution phone system.
  • Set up new agents on all systems including network access, e-mail, voice mail system, and phone system.
  • Managed all servers, phone systems, voice and data circuits, desktops, network, and wireless devices.
  • Managed the Help Desk, including responsibility for schedule, coverage, phone system, up time, etc.
  • Manage phone system and work with more than one store at a time consistently and successfully.
  • Facilitated deployment of new Cisco Call Manager/Unity IP phone system, replacing aged Siemens system.
  • Assisted in planning and migrating to Cisco IP Phone system for over 500 users.
  • Moderate knowledge setting up and programming an NEC, 24 line phone system.
  • Assisted with setup and deployment of Cisco phone systems.
  • Maintained servers, computers and phone system.
  • Maintained and updated PBX phone system.
  • Defined modifications and installed enhancements to Avaya telephone systems in 2 offices with additional functionality and no increase in cost.
  • Assisted with conversion to 'Net Sapien' Phone systems and deploying Cisco 7960 phones to all employees, local and remote.
  • Build and produce help desk reporting using Crystal Reports and combination of Shoretel phone system and call tracking system.
  • Administered the PBX move, add, and changes for the analog and digital Nextel phone system.
  • Lead implementation of Lucent Technology phone system working with sales, service, IT, and repair.
  • Monitored and ran reports out of Avaya phone system.
  • Authored "Emergency Business Resumption Plan" for the IT Help Desk and Telephone systems for emergency preparedness and business resumption.

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40. Level Support

low Demand
Here's how Level Support is used in Help Desk Manager jobs:
  • Documented incoming calls to create procedural information as a best-practice troubleshooting guide for first-level support.
  • Provided first and second level support of account management - configuring group policies, resetting passwords, and changing access rights.
  • Manage all operations and functions of the help desk, providing first and second level support for over 800 users.
  • Manage Efficient & Timely 1st & 2nd Level Support during Business Hours & On-Call Support at night & weekends.
  • Manage first and second level support for MS Exchange, Office 365 and Skype for Business incidents and requests.
  • Compiled and analyzed call center statistics Accomplishments: Managed a staff of 31 first and second level support technicians.
  • Manage the Help Desk, operations for 1st, 2nd and 3rd level support and field technicians.
  • Provide team with the required resources and training necessary to resolve 1st and 2nd level support calls.
  • Assured users were provided efficient and timely first and second level support on a 24/7 basis.
  • Served as an around-the-clock contact for all related support issues, providing advanced 1st-3rd level support.
  • Tracked 1st, 2nd, and 3rd level support to all incoming support calls using Remedy.
  • Managed 2nd and 3rd level support for all desktop, laptop, and other devices.
  • Acted as 3rd level support and tracked to resolution trouble tickets escalated by analysts.
  • Help Desk Manager and Technical Lead of first and second level support teams.
  • Provide senior level support for Help Desk team Backup to on call person
  • Provide first level support to over 460+ employees and 1200+ agents.
  • Provided third level support for all products supported by Help Desk.
  • Provided third level support and point of escalation for technicians.
  • Managed day-to-day operations at first level support Help Desk.
  • Acted as third level support when necessary.

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41. ACD

low Demand
Here's how ACD is used in Help Desk Manager jobs:
  • Restructured the Corporate help desk, implementing ACD technology, a new call tracking system, and new procedures and policies.
  • Maximized skills based routing and expert agent selection through the ACD to ensure all calls were answered quickly and accurately.
  • Provided senior management with recurring reports on team performance to include quality assurance, ACD & call tracking statistics.
  • Ensured staff were properly logging into and maintaining established baseline performance objectives with regards to the ACD system.
  • Work directly with DoS representatives to configure ACD and ticket tracking systems to meet contractual and reporting requirements.
  • Conducted RFP for ACD phones, International Toll Free lines for 39 countries and Language Translation.
  • Managed ACD call system, ran reports and provided metrics to management on a monthly basis.
  • Managed the Automatic Call Distribution (ACD) System and provided detailed metrics and analysis.
  • Defined call work flows and scripts and managed call tree using Cisco ACD systems.
  • Prepared and distribute customized reports as requested using call tracking and ACD tools.
  • Maintain call tracking database and monitor ACD call system statistics.
  • Established ACD policies and procedures to meet service level agreement.
  • Implement Help Desk ticketing database and ACD phone system.
  • Initiated an IVR solution with ACD skills based routing.
  • Utilized ACD Lucent reports to assess call volume, adjusting staffing accordingly to maintain optimum service levels.
  • Preformed Avaya phone switch administrative functions such as, call routing, ACD and Hunt group configurations.
  • Project management includes oversight of upgrading the Help Desk ticketing system upgrade and Help Desk ACD rollout.
  • Prepared weekly ACD and Remedy and Salesforce reports on call percentages, hardware orders and applications.
  • Monitor real-time ACD reports to supervise staff availability and monitor status of current service levels.
  • Utilized Shoretel ACD Reporting tool to show data for the Help Desk.

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42. PCS

low Demand
Here's how PCS is used in Help Desk Manager jobs:
  • Develop user requirements and design specifications for BPCS Sales reporting system.
  • Managed full systems upgrade during merger replacing 50% of all desktop PCs and migrating users from Exchange to Lotus Notes.
  • Set up all internal business systems, including internal network, servers, phone system, and all desk top PCs.
  • Installed, configured, and maintained all software required to run business on servers and on desk top PCs.
  • Provided help desk customer service by phone for a number of terminals, printers and PCs.
  • Repair PCs when needed, including hard drive failures, memory and operating system upgrades.
  • Managed 8 employees and a Help Desk that supported international networks of 1500 PCs.
  • Provided technical expertise supporting over 5,000 end users and 4500 desktop PCs.
  • Installed and configured hardware and software on network servers and PCs.
  • Converted infrastructure from 3270 Terminals to PCs.
  • Supported and repaired executive's PCs
  • Worked with Exchange, SQL, MS-DOS 6.x, setting up new software and configuring PCs.
  • Oversee the technical support for all products (POS &PCs) via telephone support, inside sales and dealers.
  • Managed the Help Desk team supporting an estimated 80 PCs, 20 IMacs, 40 laptops, and 8 servers
  • Administered/supported a single domain, multi-segment network with 5 server/55 PCs.
  • Led the Win 2000 Pro rollout to 600 PCs.
  • Completed a project to refresh 700 pcs within budget and timeframes.
  • Created Help Desk reports to evaluate strengths and weaknesses Installed images on PCs using Altiris.

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43. Tcp/Ip

low Demand
Here's how Tcp/Ip is used in Help Desk Manager jobs:
  • Converted different locations from Token Ring to Ethernet, reconfiguration of network neighborhood, with IPX and TCP/IP.
  • Provided support to clients while supporting third tier network connectivity to X25 and TCP/IP networks.
  • Worked with Data Recovery, Active Directory, TCP/IP, DHCP, DNS,
  • Tested and resolved TCP/IP port connection issues preventing data transfer.
  • Configured TCP/IP and other network protocols on various desktops.
  • Resolved connectivity, TCP/IP and IPX/SPX issues.
  • Included troubleshooting DHCP, DNS, TCP/IP, etc.
  • Worked extensively with TCP/IP, Windows NT, Banyan, Novell, VAX, and Pathworks networks.

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44. Unix

low Demand
Here's how Unix is used in Help Desk Manager jobs:
  • Leverage extensive experience in multiple operating environment including mainframe connectivity and security, MS workstations, MS servers and UNIX products.
  • Developed a pick basic and Unix mirror system to test all applications before the year 2000.
  • Installed and administered Cisco network equipment as well as Linux, UNIX, and Windows servers.
  • Deployed and configured UNIX servers and client workstation using Windows NT / 2000 and C2PC software.
  • Managed backup environment for central network consisting of over 35 Windows and Unix Servers.
  • Administered SunOS UNIX servers and workstations used by support groups and customers.
  • Provided technical support for fund accounting software for both NT and Unix customers.-
  • Transfer clearinghouse files to payers using FTP in a UNIX environment.
  • Administered and monitored the work production of over 350 UNIX-based terminals.
  • Maintained more than 75 client servers on a UNIX based platform.
  • Maintained SCO Unix Server and converted to Windows 2000 Server.
  • Ensured proper integration with Unix and VMS infrastructure.
  • Provided technical support for SCO UNIX.
  • Prepared technical specifications in operation manuals and user account creations, deletions and modification in UNIX/Solaris environment for GCCS-M shipboard system.
  • Managed staff of 10 -15 Employees and contract personnel Responsible for servers NT, UNIX etc.

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45. Lotus Notes

low Demand
Here's how Lotus Notes is used in Help Desk Manager jobs:
  • Assisted Lotus Notes administrator in implementation and deployment of desktop and web-based e-messaging solution.
  • Performed daily Lotus Notes administration functions including: statistics reports and database development.
  • Installed software and provided technical support remotely using Lotus Notes.
  • Worked on a development committee to learn various mail packages such as Lotus Notes, GroupWise, and GoldMine.
  • Helped coordinate and implement effort of IT team which migrated over 400 users from Lotus Notes to Outlook.
  • Developed web-enabled applications for ISO9000 Quality System and Engineering Change Order Management System using Lotus Notes 4.6/5.
  • Installed and administered Lotus Domino on the AS/400 and installed Lotus Notes on all desktop units.
  • Used Lotus Notes and Track It to log and track incoming calls to the help desk.
  • Managed an international Lotus Notes Network with thirty-six (36) servers via outsourced Help Desk.
  • Worked with Lotus Notes, RSA, and Seagull applications running on Windows and Linux platforms.
  • Collaborated in a conversion from an MS Mail\Outlook e-mail system to Lotus Notes without incident.
  • Designed, implemented, and maintained a Lotus Notes-based Help Desk Ticket Tracking System.
  • Performed user account additions and deletions to Lotus Notes V. 4.5 Database.
  • Configure and troubleshoot Lotus Notes 8.5 and Outlook 2007 email clients.
  • Lead the successful change from various e-mail platforms to Lotus Notes.
  • Phase 3 Sales Force Automation training on custom Lotus Notes program.
  • Set up new Lotus Notes email accounts and database access
  • Administered Lotus Notes server on Windows NT platform.
  • Use of Heat Helpdesk software, Lotus Notes, Exchange, Blackberry Server, Active Directory, XP, NT.

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46. Direct Reports

low Demand
Here's how Direct Reports is used in Help Desk Manager jobs:
  • Manage training, knowledge and communication with direct reports, discuss goals and outcomes while addressing claims by customers.
  • Managed two separate business teams (UAT and Help Desk) totaling 14 direct reports within the departments.
  • Supervised 15-30 direct reports and 50-60 indirect reports in a virtual call center environment.
  • Supervised 15 analysts and senior analysts, plus 30 indirect reports.
  • Provided team direction, leadership and training for 12 direct reports
  • Managed direct reports for the primary IEX Help Desk.
  • Managed 3 direct reports, 70 total employees.
  • Oversee activities of 6 direct reports.
  • Set goals and planned for achieving goals with direct reports and provided constructive feedback in a timely manner.
  • Managed an IT staff of 18 with 6 direct reports.

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47. Vmware

low Demand
Here's how Vmware is used in Help Desk Manager jobs:
  • Provided Windows server administration and support utilizing VMware to an average of 550 users spread out between 8 different locations.
  • Managed project to test thin clients in shop floor environment using VMware, working with GE IT corporate.
  • Key Accomplishments * Built out VMware 5.1 Environment, leveraging firm's remote locations as DR Site.
  • Performed server deployments in VMWare, assisted with share management and troubleshooting.
  • Complete network rebuildsHyper-V, VMWare, AD, Exchange, Routing.
  • Ensured COMSEC readiness of TCF and site ADNs Coordinated power upgrade of TCF for VMWare upgrade.
  • Completed Proof of Concept to virtualize users' desktop using VMware and Xenapp.

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48. POS

low Demand
Here's how POS is used in Help Desk Manager jobs:
  • Developed proposal for $6 million contract supporting Metropolitan Washington Airports Authority information system services including operations and incident tracking.
  • Developed the MISB Document Control System Intranet site to provide a centralized document repository for all standard operating procedures.
  • Trained novice techs, encouraged positive competition, rewarded members who displayed exemplary performance, disciplined employees when necessary.
  • Managed composite risk reduction and administration during organization deployment to Bulgaria, ensuring no damage to equipment or personnel.
  • Developed a disposal procedure in collaboration with local vendors for proper disposal of surplus and obsolete IT equipment.
  • Created and promoted to Help Desk Manager position for management achievements while simultaneously in Director of Services role.
  • Monitored the distribution and disposal of all network assets while developing procedures and updating local objectives and policies.
  • Identified root cause of recurring operational problems and executed necessary procedures in eliminating the possibility of recurrence.
  • Contract position working for Hewlett-Packard monitoring mainframes and servers for General Electric aircraft and rail divisions.
  • Evaluated HelpDesk operations and developed proposals for new technology implementation across a multiple department environment.
  • Authored definitions, specifications and project plans for post implementation customer enhancements and special projects.
  • Provide positive team member and customer relations on a daily basis while balancing administrative commitments.
  • Managed escalations of user incidents and participating in root cause analysis and post incident reviews.
  • Proposed and implemented systems enhancements that will improve reliability and performance of the system.
  • Conducted performance evaluations, evaluated existing KB repository, in addition to optimizing processes.
  • Served as Proposal Manager in development and review of replacement system opportunity.
  • Insured all agents maintained a positive attitude to provide positive customer experiences.
  • Administered 80 hours of position-specific training as instructor of middle-management course.
  • Participated in proposal discussions for business and SLA development.
  • Fostered positive team involvement and participation throughout all projects.

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49. Computer System

low Demand
Here's how Computer System is used in Help Desk Manager jobs:
  • Supervised 4 computer system administrators, 2 satellite communications operators, and 2 network operators.
  • Operated and maintained communications-computer systems providing services to 10,000 users across 20 worldwide locations.
  • Monitored security, integrity, and reliability of personal computer systems.
  • Initiated documentation project to document all software and computer systems.
  • Refurbished 75 older computer systems; extended their longevity and saved the military unit of assignment over $120,000.
  • Managed day-to-day activities of 20 technicians in the support of over 5000 Windows and 400 Unix-based computer systems.
  • Handpicked by senior management to take charge of corporate telephone and computer system setup for corporate offices.
  • Managed technical support and staff for computer systems in 12 local buildings and 10 satellite offices.
  • Created and maintained user accounts for various computer systems and software applications.
  • Trained new IT employees with all computer systems.
  • Maintained 63 computer systems valued at $160,339 at an operational readiness of 99% during a brigade lifecycle transition.
  • Manage an MSP supporting local small business computer systems, network installation and technology maintenance needs.
  • Provided support as Network Administrator for the caf 's computer systems, telecommunications system, and Wi-Fi hotspot.

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20 Most Common Skill for a Help Desk Manager

Computer Hardware14.4%
Desk Support13.9%
Customer Service10.9%
Technical Support9.6%
Remote Access7.4%
Active Directory5.6%
Phone Calls5.1%
User Accounts3.4%

Typical Skill-Sets Required For A Help Desk Manager

RankSkillPercentage of ResumesPercentage
1
1
Computer Hardware
Computer Hardware
10.3%
10.3%
2
2
Desk Support
Desk Support
9.9%
9.9%
3
3
Customer Service
Customer Service
7.8%
7.8%
4
4
Technical Support
Technical Support
6.9%
6.9%
5
5
Remote Access
Remote Access
5.3%
5.3%
6
6
Active Directory
Active Directory
4%
4%
7
7
Phone Calls
Phone Calls
3.7%
3.7%
8
8
User Accounts
User Accounts
2.5%
2.5%
9
9
Windows XP
Windows XP
2.4%
2.4%
10
10
Setup
Setup
2.4%
2.4%
11
11
Front Desk
Front Desk
2.1%
2.1%
12
12
Trouble Tickets
Trouble Tickets
2.1%
2.1%
13
13
End User
End User
2%
2%
14
14
Performance Reviews
Performance Reviews
1.7%
1.7%
15
15
Project Management
Project Management
1.6%
1.6%
16
16
Software Applications
Software Applications
1.5%
1.5%
17
17
Itil
Itil
1.4%
1.4%
18
18
Hardware Issues
Hardware Issues
1.4%
1.4%
19
19
VPN
VPN
1.3%
1.3%
20
20
LAN
LAN
1.3%
1.3%
21
21
Internet
Internet
1.3%
1.3%
22
22
Knowledge Base
Knowledge Base
1.3%
1.3%
23
23
Information Technology
Information Technology
1.2%
1.2%
24
24
SLA
SLA
1.2%
1.2%
25
25
Voip
Voip
1.2%
1.2%
26
26
SQL
SQL
1.2%
1.2%
27
27
Citrix
Citrix
1.1%
1.1%
28
28
Service Level Agreements
Service Level Agreements
1.1%
1.1%
29
29
Problem Resolution
Problem Resolution
1.1%
1.1%
30
30
Desk Technicians
Desk Technicians
1.1%
1.1%
31
31
OS
OS
1.1%
1.1%
32
32
Sharepoint
Sharepoint
1.1%
1.1%
33
33
Mac
Mac
1.1%
1.1%
34
34
Suite
Suite
1%
1%
35
35
Management System
Management System
1%
1%
36
36
Novell
Novell
1%
1%
37
37
Daily Operations
Daily Operations
1%
1%
38
38
Staff Members
Staff Members
1%
1%
39
39
Phone System
Phone System
0.9%
0.9%
40
40
Level Support
Level Support
0.9%
0.9%
41
41
ACD
ACD
0.9%
0.9%
42
42
PCS
PCS
0.8%
0.8%
43
43
Tcp/Ip
Tcp/Ip
0.7%
0.7%
44
44
Unix
Unix
0.7%
0.7%
45
45
Lotus Notes
Lotus Notes
0.7%
0.7%
46
46
Direct Reports
Direct Reports
0.7%
0.7%
47
47
Vmware
Vmware
0.7%
0.7%
48
48
POS
POS
0.7%
0.7%
49
49
Computer System
Computer System
0.6%
0.6%

16,240 Help Desk Manager Jobs

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