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Tia Petersen
City, State, Zip Code
Home: 000-000-0000 | Cell: 000-000-0000
email@email.com
Professional Summary
Service Desk Team Leader provides exceptional leadership in help desk environments.Provides technical expertise to team members and supervises goal progression.Professional has a Bachelor’s Degree in Information Technology and ten years of experience as a Service Desk Team Leader.
Core Qualifications
- Exceptional customer service skills
- Provides consistent leadership
- Provides technical expertise to team members
- Strong troubleshooting and problem-solving abilities
- Extensive knowledge of hardware software operating systems Service Desk tools and Remote Access
- Ensures deadlines are met
- Completes all documentation on a timely basis
Experience
Service Desk Team Leader
6/1/2009 – 7/1/2014
Company Name
City, State
- Performed quality evaluations of Help Desk services and designed programs for continuous service improvement.
- Provided technical expertise to team when needed.
- Monitored progress toward goals.
- Spot-checked work to ensure Help Desk Staff were knowledgeable and courteous.
- Provided written reports and documentation to management.
- Offered telephone support to technology users.
Service Desk Team Leader
5/1/2003 – 5/1/2009
Company Name
City, State
- Provided regular training opportunities to keep Help Desk staff technologically up-to-date.
- Focused on superior customer service delivery and led by example.
- Evaluated team-member technical skills and provided corrections plans as needed.
- Updated help desk manuals and guidelines as technology needs changed with new software applications.
- Monitored service calls for courtesy and patience.
- Utilized Remote Access and Desk Service Tools to provide on-site troubleshooting assistance from distant location.
Education
Bachelor’s of Science Degree – Information Technology
2002
University Name
City, State
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