We provide IT Staff Augmentation Services!

It Service Desk Manager Resume



  • IT Team Leadership / Endpoint Management / Incident Resolution
  • Highly accomplished Service Desk Manager with 24+ years of IT industry experience in multiple industry verticals.
  • Successful in building and empowering high - performing desktop engineering & support teams, defining and implementing improvement processes, and delivering high-quality solutions.
  • Active Listener. Strong analytical, team building, and leadership skills.
  • Hands-on and highly resourceful leader able to quickly remedy technology issues, motivate employees, work with cross-functional leaders, consistently exceed performance goals, and foster a culture of teamwork and white glove service. Thrive in environments requiring critical thinking skills and collaboration.


Technology Team Leadership, Staff Training & Mentoring, Vendor Relations, Incident Resolution, Desktop Engineering and Support, System Implementations, Process Improvement, Windows Servers, System Administration, Operational Support, Security Patching, SCCM, and AD Group Policy.


IT Service Desk Manager

Confidential, CA


  • Hired by Confidential Technologies to work as a dedicated Consultant for the City of Concord; report to Infrastructure & Operations Manager. Manage outsourced IT Service Desk Operations and Endpoint Management.
  • Mentor/coach/manage team of 4 direct reports.
  • Provide hands-on leadership that improves staff performance, boosts morale, and fosters accountability.
  • Recruited and built high-performing IT Support Team with exceptional customer service skills.
  • Serve as Incident Manager for high priority issues and coordinate user communications. Generate ad-hoc reports, analyze metrics, and perform customer engagements.
  • Coordinated Citrix XenMobile MDM implementation, managed Windows 10 upgrade project, and execute change management and other ITIL processes that focus on people, process, and technology.
  • Improved technology services by enacting quarterly inter-departmental user group meetings. Streamlined IT procurement processes and onboarding/offboarding users.
  • Directed IT Department Migration project to new IT Service Management System (Service Desk Plus). Configured/implemented system and trained staff.
  • Improved satisfaction levels 20% by adopting user surveys and other tools for Service Desk support. Achieved significant service level improvements by establishing SLA Agreements.
  • Increased first call resolution rate by 25% for Tier I support. Achieved repeat incident and break/fix time reductions by creating a problem management process and implementing knowledge base.

Confidential, Century City, CA

Senior Server Engineer


  • Recruited by the organization in 2008; responsibilities progressively increased throughout successful tenure (met and exceeded all performance goals).
  • Server Team Lead in 2013, overseeing project team of 5 Server Administrators to facilitate project implementation milestones, consistently on or ahead of schedule. Assisted with budget planning.
  • Managed several product launch/implementations from on-premises to Public Cloud.
  • Trained/mentored junior staff on various Service Desk technologies.
  • Cultivated vendor relationships.
  • Advised senior leadership on strategic infrastructure plans including business cases.
  • Key participant in DR drills, including setup of VMware View VDI, thin clients, etc. Managed Windows endpoints using tools such as SCCM, Wise Package Studio, and AD Group Policy.
  • Performed Citrix XenApp and Provisioning Services administration. Coordinated incident management for high priority infrastructure issues.
  • Successfully managed multiple, concurrent software implementation projects (full lifecycle), serving as Technical Lead to ensure timely migration to hosted cloud solutions.
  • Provided post-migration training and support.
  • Achieved high adoption rates with low overhead on new technology implementations by quickly resolving complex issues and providing detailed documentation.

Confidential, Rosemead, CA

Senior Systems Engineer


  • Managed critical Disaster Recovery efforts, internal audits, vulnerability remediation, and system monitoring.
  • Leveraged technologies such as IIS, RSA Authentication Manager, MS Virtual Server, and other 3rd party banking applications.

Confidential, Monterey Park, CA

Software Certification Team Lead


  • Mentored and developed junior IT professionals.
  • Managed multiple concurrent technology projects, including PC Lifecycle, Windows Installer migration, VMWare Workstation rollout, Outlook migration, kiosk terminal-based deployment, and more.
  • Performed Citrix, Active Directory and SMS administration.
  • Established high-impact improvement processes and IT standards. Leveraged various tools for automation.

Hire Now