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Help desk team lead skills for your resume and career

Updated January 8, 2025
6 min read
Below we've compiled a list of the most critical help desk team lead skills. We ranked the top skills for help desk team leads based on the percentage of resumes they appeared on. For example, 11.1% of help desk team lead resumes contained technical support as a skill. Continue reading to find out what skills a help desk team lead needs to be successful in the workplace.

15 help desk team lead skills for your resume and career

1. Technical Support

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

Here's how help desk team leads use technical support:
  • Managed a group of 10 technical support phone representatives and administrative assistants.
  • Generated Customer Satisfaction Reports based on Technical Support services given to Government.

2. Desk Support

Here's how help desk team leads use desk support:
  • Managed a team of 5 help desk support personnel, prioritizing and effectively managing the incident reports.
  • Help desk supported over three thousand field sales representatives in the Pharmaceutical Industry.

3. Help Desk

Here's how help desk team leads use help desk:
  • Planned, managed and monitored all Help Desk Operations, including staffing/training, processes/procedures development and management reporting.
  • Provided guidance and mentored technical colleagues regarding help desk operations and customer support.

4. Remedy

Here's how help desk team leads use remedy:
  • Utilized the remedy ticketing system as a performance measurement tool to monitor customer satisfaction.
  • Reported and escalated network anomalies with Remedy Trouble Ticket System.

5. SLA

SLA refers to Service-level Agreement. It is an agreement between a customer and the service provider on the quality of service and what standards they must meet.

Here's how help desk team leads use sla:
  • Run daily and monthly incident reports for quarterly SLA meetings with account, DLA Piper LLC(US).
  • Managed SLA, and provided metrics in order to make technical decisions regarding the allocation of technical resources.

6. ITIL

Here's how help desk team leads use itil:
  • Improved efficiency and reduced risk by developing managing concepts and projects for ITIL process development for service delivery.
  • Work Flow Management, Change Management and ITIL v2 Best Practices.

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7. Trouble Tickets

A trouble ticket is another term for a support/help ticket. At the point when a client or worker has an issue, they present a record, or ticket, to the IT group depicting their issue. The group records significant data on the ticket and uses it for correspondence between the client and the group.

Here's how help desk team leads use trouble tickets:
  • Identify and escalate situations requiring urgent attention also assign trouble ticket.
  • Act as bin monitor on a rotation basis with co-workers to assure the trouble ticket bin is kept up-to-date.

8. Database

A database is a collection of data and information which makes it easy to view, access, and manage. Databases save a lot of time and can store huge amounts of data. Databases make sorting data easier and stores it in certain fields which narrows the searching criteria. A database usually contains tables, graphs, and columns to display data.

Here's how help desk team leads use database:
  • Recognized for improving capabilities of server farm in data backup, server monitoring, performance tuning, database monitoring and troubleshooting.
  • Supported medical engineers with advanced connectivity problems involving database errors and TCP/IP corruptions.

9. Level Agreements

Here's how help desk team leads use level agreements:
  • Developed/implemented policies and procedures, memos of understanding, and service level agreements to improve service and educate users.
  • Implemented process improvements that enabled teams to provide all contracted services while meeting and/or exceeding all Quality and Service Level Agreements.

10. VPN

A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.

Here's how help desk team leads use vpn:
  • Attend callback for troubled tickets that require further information and troubleshooting; VOIP and VPN assistance; Customer relations and maintenance.
  • Support MS Office 2010, PGP Encryption solution, Cisco VPN solution, Norton Ghost Imaging Solution, VERITAS Backup Exec.

11. User Accounts

A user account is a relationship established between a user and a computer, network, or information service that includes a user name, password, and all information related to the user. A user account may or may not allow a user to connect to a network, another computer, or other shared resources.

Here's how help desk team leads use user accounts:
  • Administer user passwords/validate user accounts via Active Directory.
  • Provided network administration support (created user accounts, file backup/restores, maintained passwords and file permissions).

12. Citrix

Here's how help desk team leads use citrix:
  • Diagnosed large scale problems with call center using CITRIX
  • Assisted setup of CITRIX for end users.

13. Customer Support

Here's how help desk team leads use customer support:
  • Provided limitless customer support for a multitude of customers whom acquired the service of the agency.
  • Mentored team members on processes and procedures used in the customer support area.

14. SCCM

Here's how help desk team leads use sccm:
  • Utilized LANDesk and SCCM to help users configure browser, firewall, Microsoft Office and computer settings to access Internet/network applications.
  • Configured McAfee Endpoint encryption accounts, Used Bomgar and SCCM to remote into customers Desktops, MS Outlook configurations.

15. Mac

A media access control or simply MAC is a network policy that identifies or determines how the data is being transferred in two particular servers through a network cable. The purpose of a MAC protocol is to prevent network or technical issues and simplify transferring the information or data.

Here's how help desk team leads use mac:
  • Lead desktop support role in a large environment consisting of Windows XP/2000desktops/laptops, Mac OSX desktops and mobile devices.
  • Perform hands-on and remote support of thin-clients, desktops and laptops supporting a large Mac environment as well.
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List of help desk team lead skills to add to your resume

Help desk team lead skills

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

  • Technical Support
  • Desk Support
  • Help Desk
  • Remedy
  • SLA
  • ITIL
  • Trouble Tickets
  • Database
  • Level Agreements
  • VPN
  • User Accounts
  • Citrix
  • Customer Support
  • SCCM
  • Mac
  • Phone Support
  • Technical Issues
  • LAN
  • Windows XP
  • Technical Problems
  • Network Troubleshooting
  • Remote Desktop
  • Password Resets
  • DOD
  • OS
  • Linux
  • Level Support
  • SQL
  • SharePoint
  • Network Support
  • Software Support
  • Performance Reviews
  • Unix
  • Computer System
  • Lotus Notes
  • Novell
  • POS
  • WAN
  • Connectivity Issues
  • Windows NT
  • Software Issues
  • Problem Resolution
  • PCS
  • Network Connectivity
  • Inbound Calls
  • Technical Assistance
  • Network Issues
  • VoIP

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

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

Updated January 8, 2025

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