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Information technology technical services manager skills for your resume and career
15 information technology technical services manager skills for your resume and career
1. Project Management
- Developed and maintained a Configuration Management Plan that contained Project Management and software development standards, procedures, and processes.
- Develop operational procedures utilizing Project Management Book of Knowledge (PMBOK) to provide consistent and quality project management services.
2. ITIL
- Implemented standardized help desk and ITIL change/problem/incident management processes consistent with Nice Systems.
- Change Management/Process Enhancement: Provided process improvement to closely follow ITIL standards.
3. Service Management
Service Management is a customer-oriented approach to delivering information technology. Service Management focuses on providing a relationship with individual customers and adding value to customer assistance.
- Designed and delivered timely updates and enhancements to the service management platform using Agile development methods.
- Handled service management metric reporting, working with technical teams to analyze service delivery metrics.
4. Customer Service
Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.
- Established global account relationships with industry leading suppliers resulting in increased customer service and mutually beneficial long term relationships.
- Drive rapid diagnosis and resolution of technical support issues ensuring consistent delivery of world-class customer service.
5. ITSM
- Service Manager responsible for designing/maturing ITSM processes including Release and Deployment Management, Incident Management, and Change Management.
- Better integrating ITSM process based ticketing and providing a unified data solution for relational metrics reporting across IT.
6. Process Improvement
- Developed specific targets and KPI dashboard reporting for IT process improvement that was regularly reviewed by executive management.
- Assist in the development of procedures; make operational process improvements and recommendations to improve service delivery.
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Service delivery means, having any contact with the public administration during which customers including citizens, residents, or firms, require or give data, handle their problems and perform their duties.
- Implement methodologies to improve incident resolution, manage customer perception and build strong internal relationships in IT service delivery.
- Provided executive-level business consulting for developing technology road maps and strategies for IT service delivery and management transitions.
8. Level Agreements
- Maintained an average of 97 percent Service level agreements resolved while maintaining a 94 percent customer satisfaction approval rating
- Defined and managed Service Level Agreements and contract fulfillment with offshore application support service providers.
9. 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.
- Directed business analysts, network analysts and technical support staff for all IT infrastructure-related activities.
- Served as system expert, providing technical support for warehouse and distribution facility.
10. Problem Management
- Facilitate Problem Management by logging, routing and tracking incidents, and subsequently maintaining a Service Knowledge Management System.
- Co-developed root cause analysis/Problem Management process to get beyond symptoms of mission critical service interruptions.
11. Service Desk
The point of contact between a services provider or enterprise and the end-user is referred to as the services desk. A service desk enables businesses to effectively implement daily internal and external tasks. It also helps enterprises in communicating with their customers and tending to their requests effectively.
- Develop and implement Standard Operating Procedures establishing policies for Incident Management, Service Request fulfillment, and Service Desk Operations.
- Implemented a monthly operational review with senior leadership to strengthen communication of Service Desk Performance.
12. Management Process
- Created a single automated Inventory Management process that provided management with real-time information on assets and their disposition.
- Assured SLA adherence by developing and incorporating vendor management process used to manage customer account teams.
13. SQL Server
- Managed, configured and supported company Windows server and company CRM, SQL servers and wireless routers, Network infrastructure.
- Installed and maintained all company computers, MS Server 2003 network, and the SQL server.
14. Incident Management
Incident management is a set of processes, practices, and solutions designed to restore a damaged service as quickly as possible in an event that could result in the loss or disruption of an organization's operations, services, or functions. The goal of incident management is to maintain and restore normal service operations as quickly as possible and reduce the negative impact on business operations.
- Implemented deep dive processes and developed strategies for overall incident management quality improvement.
- Manage Service Level Objectives for request fulfillment and incident management.
15. SDLC
- Owned release process throughout SDLC (Agile and waterfall) right from build phase to development, testing and deployment phase.
- Established database development standards (SDLC), guidelines, procedures, build/release and backup strategies.
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What skills help Information Technology Technical Services Managers find jobs?
Tell us what job you are looking for, we’ll show you what skills employers want.
What skills stand out on information technology technical services manager resumes?
Dale Musser Ph.D.
Associate Teaching Professor, University of Missouri
-Past accomplishments in delivering results while working with others
-Technical skills in target areas for job. The hottest areas right now: machine learning, large scale apps, and autonomous systems.
What soft skills should all information technology technical services managers possess?
Ehsan Sheybani Ph.D.
Professor, University of South Florida
What hard/technical skills are most important for information technology technical services managers?
Ehsan Sheybani Ph.D.
Professor, University of South Florida
What information technology technical services manager skills would you recommend for someone trying to advance their career?
Matthew Liotine Ph.D.
Clinical Professor and Director of Master of Science in Supply Chain and Operations Management, University of Illinois at Chicago
What type of skills will young information technology technical services managers need?
Peter Dordal Ph.D.
Director for Information Technology, Loyola University Chicago
IT students entering the business world will need to know how to get the maximum leverage out of business systems. In many cases, this will mean writing their own specialized queries to extract the precise business intelligence needed; general-purpose "canned" queries just won't cut it. They will need a broad understanding of what software can accomplish for the enterprise and how to deploy new software effectively; this applies to software used in the office as well as to software used in manufacturing and shipping. And they will need to understand how to lease storage and computing resources from the cloud to meet not only predictable, long-term demands but also sudden short-term business projects.
Students working in database administration and management will need to be able to manage much larger volumes of data than a few years ago. They will need to be familiar with the great variety of new databases in order to pick the best tool for the job.
Students working in network management will need to be able to ensure that everyone has the bandwidth and server access they need, as those demands expand to include extensive video, low-latency real-time connectivity, and the regular transfer of huge amounts of data.
Students in cybersecurity will need to be fully acquainted with all the recommended best practices. However, they will also have to be able to anticipate and guard against potential new vulnerabilities. "By the book" protection is no longer sufficient.
List of information technology technical services manager skills to add to your resume
The most important skills for an information technology technical services manager resume and required skills for an information technology technical services manager to have include:
- Project Management
- ITIL
- Service Management
- Customer Service
- ITSM
- Process Improvement
- Service Delivery
- Level Agreements
- Technical Support
- Problem Management
- Service Desk
- Management Process
- SQL Server
- Incident Management
- SDLC
- Customer Satisfaction
- Enterprise Architecture
- Slas
- Shared Services
- SOX
- Provisioning
- Asset Management
- Business Processes
- Network Infrastructure
- Windows Server
- Disaster Recovery
- PC
- SAN
- Direct Reports
- HR
- Provide Management
- Desktop Support
- SharePoint
- CIO
- Unix
- VMware
- Senior Level Management
- End User Experience
- Lifecycle Management
- Linux
- KPI
- Application Support
- Switches
- OS
- Configuration Management
- ERP
- Emerging Technologies
- VoIP
- QA
- Service Level Management
Updated January 8, 2025
