Service Desk Manager Resume Mason, OH - Hire IT People

SUMMARY:

A versatile and skilled professional IT manager with leadership qualities and excellent hands - on experience in developing and improving employee performance. An assertive manager with outstanding interpersonal communications, negotiation and people management skills.

SKILLS:

Microsoft Office Suite

Kronos

People Admin

SQL

Visio

Gasper

Process Mapping and Development

Technical Documentation Authoring

Remedy

Altiris Helpdesk

EMPLOYMENT:

Service Desk Manager

Confidential, Mason, OH

Responsibilities:

Responsible for staff of 10 full time Service Desk Specialists
Manage process and operations for the unit
Designed and implemented new process for improvement of customer experience
Manage daily workflow and task assignment
Handle Level 1 overflow duties to maintain service levels

Senior Production Systems Analyst

Confidential, Florence, KY

Responsibilities:

Tracked existing call center metrics and add additional metrics
Ran internal projects and represented Command Center management on enterprise projects
Designed and recommend new workflow and staffing models based on collected data
Examined current workflow and process to find and in corporate efficiency gains
Developed staff and tools cost models to improve service
Contributed to process mapping and offshoring program

Command Center Supervisor

Confidential, Florence, KY

Responsibilities:

Supervised, coached, and grew a staff of 6-8 IT professionals
Managed workflow and distribution of responsibilities among staff
Managed High Incident process and facilitate communication between parties during the process
Created and executed action plans for transitioning staff and training/integrating new staff

Support Desk Analyst/Student Coordinator

Confidential, Oxford, OH

Responsibilities:

Hired, supervised, scheduled, and coordinated payroll of 27 student employees
Developed and utilized key performance indicators to evaluate staff
Created and maintained materials to assist and train phone technicians
Managed transition of 20+ employees while maintaining high metrics and meeting organizational goals
Created a new support model for first point of contact
Worked with senior management to create yearly budget for staffing and supply
Instituted new time and attendance policy that led to a 60% reduction in uncovered call-offs
Designed and implemented a new bonus program that increased key performance indicators
Oversaw and completed project work set forth by management, including implementation of new services, marketing campaigns, and transition plans

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Service Desk Manager Resume

Mason, OH

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