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Service Desk Manager Resume

Washington, DC


  • Led and motivated the FCC ( Confidential ) IT Service Desk Team to achieve monthly above average FCR (First Contact Resolution) rate.
  • Motivated the FCC Confidential IT Service Desk to achieve a monthly above average Time to Answer rate.
  • Collaborated with the Commission Service Center IT Management in implementing the CIO’s (Chief Information Officer) vision of creating and forming the “Green Team” in resolving customers issues at a one stop Service Desk.
  • Team Lead providing end user support for the post Windows 7 and Office 2010 migration at Confidential .
  • Lead a team in providing post end user support for the VoIP (Voice - over-Internet Protocol) migration.
  • Wrote the deployment plan and led a highly charged Hardware Support Team in deploying and setting up over 75 printers throught out the Federal Communication Commision as part of the Agency equipment refurbish program.
  • With a team of three staff members deployed and setup over 500 Zero Clients to staff with full VDI through the agency. This project was ahead of schedule.
  • The CIO (Chief Information Officer) presented the Service Desk staff and management the Harvard Outstanding Customer Service Award for the outstanding IT customer support.
  • Led and motivated Lockheed Martin Help Desk team to achieve 100% HDI (Help Desk Institute) Support Center Analyst Certification.


  • Microsoft Office CHCS I Windows 7 AHLTA Corel Office ADS KG ADS Lotus Notes
  • Managenow Incident Management Tracking Tool Remedy Incident Management Tracking Tool PVC Tracker Software
  • PBX Definity Call Manager Active Directory VoIP AV Setup Blackberry RSA Administrator VDI
  • Symantec Incident Management Tool Altiris ServiceNow Incident Management Tool


Confidential, Washington, DC


  • Manage the full cycle of support for a major government contract with a goal of improving workflow process, quality of documentation, and effective use of government resources.
  • Provide oversight for a team of 24 Service Desk professionals and supervisors/team leads; evaluate and provide feedback for promoting staff; motivate team members to maintain a high level of morale.
  • Responsible for managing Service Desk Telephone Support, Desktop Support/Mobile Computing, Desktop Hardware Support, Executive Support, Customer Training Support and Information Technology Center.
  • Create project schedules and management plans; establish objectives and coordinate Service Desk resources for optimal performance; handle resource management for incoming customer inquiries, projects, and administrative work.
  • Work cooperatively with Director to prepare and administer the monthly metrics; manage the creation, distribution and analysis of operational, business reporting.
  • Provide statistical and analytical data to FCC Service Desk management to be able to develop and conduct analytical studies.
  • Report directly to the Senior Project Manager in this highly visible FCC management position, which requires effective communications information technology and solid, targeted performance based government experience.
  • Represent the Service Desk department in upper level management meetings; perform Service Center Director’s responsibilities in his or her absence.
  • Develop framework for performance measurements and facilitate feedback system to team members on matters related to customer service, communication, and technical skills, in order to enhance the quality of support delivered.
  • Participate in development of Service Level Agreement (SLA) and ongoing management of service level compliance; create, administer, and maintain training programs for increased business, customer service and technical knowledge.
  • Maintain current knowledge of industry trends and potential impact on the support business; stay abreast of customer and business requirements.
  • Resolve escalated customer, vendor issues, and complex issues that impact the team and overall business objectives.
  • Conduct performance reviews and resolve individual employee constraints while meeting customer service levels.
  • Prepare staffing plans and welcome potential team applicants and conduct interviews for candidates; manage employee coverage for office operations; monitor time allotted for holidays and paid/unpaid time off.
  • Mentor and assist in the professional and technical development of team leaders to enable them to set and achieve technical goals; monitor, coach, and assist team members to deliver quality support.
  • Drive participation of the Service Desk in the organization’s change management process; serve as key point-of-contact and lead for the organization’s technical projects.
  • Provide customer service by resolving customer complaints and maintaining a strong customer relationship.
  • Completed transition plan for moving Service Desk from one incident management tool Remedy to Altiris.
  • Update Standard of Operations (SOP’s) to improve Service Desk processes.
  • Ensure that tickets are resolved or escalated in a timely manner according to Service Level Agreements (SLA’s).

Confidential, Virginia


  • Provided oversight for a team of 5 Tier II Support professionals; evaluated and provided feedback for promoting staff; motivated team members to maintain a high level of morale.
  • Managed the Tier II Help Desk; resolved, closed, or transferred approximately 2000 reported incidents each month.
  • Provided daily one-on-one analysis with the customer to provide information and resolved issues by testing troubleshooting, and gathering data for the electronic medical records.
  • Maintained oversight of the daily workflow by monitoring calls and properly documenting incidents utilizing Remedy tracking database system; maintained a 95.5% compliance rating during divisional time and attendance audits.
  • Guided and motivated 100% of staff to successfully earn the Help Desk Institute Support Center Analyst (HDI-SCA) certification, which is universally, recognized as the industry gold standard for all professional help desk analysts.

Confidential, Chantilly, Virginia


  • Served as a Support Analyst for the Armed Forces Health Longitudinal Technology Application (AHLTA) Tier II help desk; provided application troubleshooting, analysis, and problem resolution for the electronic medical record.
  • Promoted to manager of the help desk as a result of outstanding performance; achieved 90% resolution of reported incidents with support team; tracked and documented reported incidents via Managenow, an incident management tool.
  • Attended weekly meeting with site managers and provided status updates of reported incidents to immediate supervisor.
  • Participated in performance testing during the development of enhancements to Enrollment Synchronization utility (NEDS) and Bidirectional Health Information Exchange (BHIE) applications.

Confidential, Chantilly, Virginia


  • Served as functional team leader and Subject Matter Expert for the military electronic medical record AHLTA, as well as liaison between development, management, and testing IA team members to assess future software development.
  • Selected as test lead during implementation and deployment of the Armed Forces Health Longitudinal Technology Application (AHLTA) applications upon mastering software testing, properly logging, and reporting results with PVC Tracker, and performing critical analysis against requirements.
  • Tested 300 requirements daily; identified and reported findings for two electronic medical records applications, i.e., the Composite Health Care System (CHCS) and Armed Forces Health Longitudinal Technology Application (AHLTA).
  • Selected to software test and support deployment of 5 special projects; deployed and provided sustainment support to 7 military medical facilities; served as Test Lead on 3 of 5 projects, and received $1000.00 cash award for job well done.

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