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Service desk supervisor skills for your resume and career

Updated January 8, 2025
4 min read
Below we've compiled a list of the most critical service desk supervisor skills. We ranked the top skills for service desk supervisors based on the percentage of resumes they appeared on. For example, 9.3% of service desk supervisor resumes contained itil as a skill. Continue reading to find out what skills a service desk supervisor needs to be successful in the workplace.

15 service desk supervisor skills for your resume and career

1. ITIL

Here's how service desk supervisors use itil:
  • Reviewed and recommended ITIL process improvements.
  • Support ITIL processes for ITIL's Service Support framework working with other IT Managers and integrate within Service Desk function.

2. Operational Procedures

The operational procedure means the prescriptive documents that describe processes involving several partners. The involved techniques get utilized in defining the related work.

Here's how service desk supervisors use operational procedures:
  • Train helpdesk staff on operational procedures and troubleshooting techniques.

3. 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 supervisors use technical support:
  • Provide first and second level technical support for mortgage servicing organization, supporting employees in Charlotte, Dallas and overseas.
  • Provided senior technical support for CEC's corporate employees, in addition to staff at school locations.

4. Level Agreements

Here's how service desk supervisors use level agreements:
  • Created Service Level Agreements by partnering with key business members in the organization and defining business requirements.
  • Developed Service Level Agreements to set expectations and measure performance.

5. Front End

Here's how service desk supervisors use front end:
  • Assist the front end with cashier duties and helping run the front end as head cashier as needed.
  • Give quality service to all customers while maintaining a minor managerial role over the front end operators.

6. 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 service desk supervisors use sla:
  • Run daily and weekly KPI and SLA reports utilizing Crystal Reports, Excel Macros and Remedy system.
  • Managed IT Service Delivery vendor to ensure a quality service was Delivered within agreed SLA's.

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7. Strong Customer Service

Here's how service desk supervisors use strong customer service:
  • Demonstrated strong customer service skills by handling supervisor requests.
  • Utilized strong customer service skills in order to ensure that the clients work is done in a timely and efficient manner.

8. POS

POS is an abbreviation of "Point of Sale" which is the time and place where a customer completes a transaction. It can either be a physical shop that consists of POS terminals or a virtual shop. A POS system helps simplify the retail functions and track important sales data.

Here's how service desk supervisors use pos:
  • Trained sales associate in POS register, Total Sale Process, customer service and up selling strategies.
  • Helped enter orders into POS system; and perform heavy cash handling and reconciliation functions.

9. 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 supervisors use incident management:
  • Identify issues with service processes and make recommendations for implementation of improved procedure to increase customer satisfaction and effective incident management.
  • Developed and implemented a complete quality assurance program gauging both call and ticket quality and adherence to Incident Management guidance.

10. Customer Support

Here's how service desk supervisors use customer support:
  • Implemented new and streamlined existing policies and procedures, significantly improved efficiency and customer support.
  • Provided customer support to users for documents submitted into the Client Electronic Routing Software Application (ERSA).

11. Performance Metrics

Here's how service desk supervisors use performance metrics:
  • Develop a KPI performance measurement framework to evaluate service delivery and publish performance metrics monthly.
  • Establish and report new and existing progress reports and performance metrics to measure IT effectiveness and productivity.

12. Performance Reviews

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Here's how service desk supervisors use performance reviews:
  • Prepared performance reviews, handled routine corrective counseling issues and collaborated with manager on complex associate issues.
  • Perform annual and bi-annual performance reviews and communicate regularly with analysts about progress towards goals.

13. OS

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

Here's how service desk supervisors use os:
  • Supported all OS versions of Microsoft/Mac, mobile device management, various line of business applications and general desktop support.
  • upgrade OS system to Windows from OS2 and identified hardware upgrades necessary to support the new software platform.

14. Direct Reports

Here's how service desk supervisors use direct reports:
  • Set and review annual goals and work with other teams to provide career advancement for my direct reports.
  • Developed monthly technician schedules, verified time sheet accuracy and maintained attendance ledger updates for 20 direct reports.

15. Customer Satisfaction

Here's how service desk supervisors use customer satisfaction:
  • Evaluated customer satisfaction levels by analyzing survey results and recall rate on closed incidents.
  • Evaluated and resolved customer issues and complaints, assuring customer satisfaction and retention.
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List of service desk supervisor skills to add to your resume

Service desk supervisor skills

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

  • ITIL
  • Operational Procedures
  • Technical Support
  • Level Agreements
  • Front End
  • SLA
  • Strong Customer Service
  • POS
  • Incident Management
  • Customer Support
  • Performance Metrics
  • Performance Reviews
  • OS
  • Direct Reports
  • Customer Satisfaction
  • Credit Card
  • VPN
  • Technical Issues
  • Performance Management
  • Problem Management
  • Customer Complaints
  • Support Issues
  • KPI
  • Process Improvement
  • Customer Inquiries
  • LAN
  • Computer System
  • Citrix
  • Phone System
  • Technical Troubleshooting
  • Level Support
  • Sops
  • Customer Issues
  • Customer Care
  • VoIP
  • ACD
  • Call Monitoring
  • Service Desk Associates
  • Customer Calls
  • Inbound Calls
  • PCS
  • Cash Drawers
  • Automatic Call Distribution
  • Sales Transactions
  • Call Tracking

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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