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Service desk manager skills for your resume and career

Updated January 8, 2025

7 min read

Quoted expert

Peter Dordal Ph.D.

Below we've compiled a list of the most critical service desk manager skills. We ranked the top skills for service desk managers based on the percentage of resumes they appeared on. For example, 14.6% of service desk manager resumes contained customer service as a skill. Continue reading to find out what skills a service desk manager needs to be successful in the workplace.

15 service desk manager skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how service desk managers use customer service:

Established performance measurement criteria necessary to facilitate Continual Service Improvement initiatives related to customer service, communication, and technical skill.
Improved customer service by increased accessibility through a single operational point of contact and a proactive approach to service provisioning.

2. ITIL

Here's how service desk managers use itil:

Implemented Incident management processes in the environment by establishing and defining criteria around daily incident management meetings according to ITIL standards.
Implemented and ITIL based Service Management solution, developed a configuration management database, and managed all third-party vendors involved.

3. ITSM

Here's how service desk managers use itsm:

Implemented ITSM Service-Now Incident/change and problem management software under time allocated for project.
Participate in the implementation of new Service Desk incident/problem management software (from Track It to IET Solution's ITSM).

4. Infrastructure

Infrastructure includes the organizational and physical structures needed to run an area or a society smoothly. It is a group of basic facilities required for any society or firm to run sustainably and efficiently. The infrastructural system is a high investing area and helps majorly in flourishing the economy and prosperity of a country. It is an underlying system needed for ensuring the safety and comfort of the public and to run a country smoothly. All the tasks needed to be performed for a flourishing economy and a happy and healthy public are included in infrastructure.

Here's how service desk managers use infrastructure:

Developed data center infrastructure, Windows servers and implemented email, file sharing and internet security protocols for the organization.
Designed and implemented hardware and software deployments to the existing network infrastructure and managed software licensing for the organization.

5. 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 service desk managers use technical support:

Supervised staff, including supervisors, in providing technical support for networked and stand- alone computer users/systems.
Managed call flow and responded to technical support needs of customers using prioritizing methodologies.

6. Service Delivery

Service delivery means, having any contact with the public administration during which customers including citizens, residents, or firms, require or give data, handle their problems and perform their duties.

Here's how service desk managers use service delivery:

Consolidated and reorganized the mainframe and PC Service Desks to establish centralized, more efficient service delivery
Created user focus groups which resulted in service delivery improvements between our internal and external customers.

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7. Customer Satisfaction

Here's how service desk managers use customer satisfaction:

Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, -Handled 35+ technical/mission-critical calls daily and consistently met high service standards.
Reduced response times and increased internal customer satisfaction by implementing automated service scheduling tool to support face-to-face service calls.

8. Slas

Here's how service desk managers use slas:

Developed new SLAs and renegotiated existing ones to drive performance and productivity.
Generated metrics to upper management to ensure staff was meeting SLAs, reviewed, developed, and documented procedures and processes.

9. Level Agreements

Here's how service desk managers use level agreements:

Assist Service Level Management in establishing Service Level Agreements and Business Units to consistently perform problem resolution.
Developed Service Level Agreements to establish problem resolution expectations and time frames.

10. 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.

Here's how service desk managers use incident management:

Manage a customized Quality Assurance process to ensure team consistency and identify any training needs regarding all aspects of incident management.
Implemented enhancements to the HEAT incident management system to incorporate the Change Management process which automated reporting and metrics.

11. 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.

Here's how service desk managers use service management:

Developed all service management processes, implementing strategic initiatives and improvements to support functions in order maintain optimal performance.
Ensured SD staff followed all other service management processes and agreements; problem, configuration-change, release, and service levels.

12. Process Improvement

Here's how service desk managers use process improvement:

Plan and manage projects aligning contractual obligations with technology solutions to drive process improvements, increase competitive advantage and maximize profitability.
Managed Business Analysts and assisted in new process development and process improvement plans, ensuring successful assistance to end-user community.

13. Continuous Improvement

Continuous improvement is an ongoing process of improvement of products, services, and processes with the help of innovative ideas. It is an organized approach that helps an organization to find its weaknesses and improve them.

Here's how service desk managers use continuous improvement:

Included staffing levels planning, system and equipment utilization, general operations and continuous improvement planning.
Provided ticket analysis to determine and worked with second level support on items for continuous improvements.

14. Remedy

Here's how service desk managers use remedy:

Provide Remedy Administration services, including creation, modification and deletion of user records.
Maintained involvement in creating divisional standards for Remedy CRM.

15. Problem Management

Here's how service desk managers use problem management:

Performed Incident and Problem Management for escalated issues, Service Desk Supervision, Integrated Logistics Support, and Configuration Management services.
Conducted various Configuration Management activities that included software and hardware change control management, problem management and job scheduling.

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What skills help Service Desk Managers find jobs?

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What type of skills will young service desk managers need?

Peter Dordal Ph.D.

Director for Information Technology, Loyola University Chicago

I'm leaving off software developers, and answering about our Information Technology graduates.

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.

Do you want to know more?

List of service desk manager skills to add to your resume

The most important skills for a service desk manager resume and required skills for a service desk manager to have include:

Customer Service
ITIL
ITSM
Infrastructure
Technical Support
Service Delivery
Customer Satisfaction
Slas
Level Agreements
Incident Management
Service Management
Process Improvement
Continuous Improvement
Remedy
Problem Management
KPIs

Desktop Support
Customer Support
Support Issues
Strong Customer Service
Asset Management
Phone Calls
Problem Resolution
Management Process
Help Desk
VoIP
LAN
Mac
Level Support
Management System
SharePoint
Trend Analysis

Performance Management
SCCM
Career Development
OS
Performance Reviews
Video Conferencing
SQL
Performance Evaluations
Vendor Relationships
Call Monitoring
Technical Issues
ACD
Direct Reports
VPN

Updated January 8, 2025

Zippia Team

Editorial Staff

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

Updated January 8, 2025

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