CV / English / Service Desk Manager
Alex Turner
123 Tech Lane, Cybercity, 98001 Email: [email protected] Phone: (555) 123-4567
Dynamic Service Desk Manager with over 8 years of experience in IT service management, specializing in leading high-performing teams to deliver outstanding customer support. Expert in developing and implementing efficient service desk procedures, ITIL framework adaptation, and driving continuous improvement initiatives. Proven track record in enhancing customer satisfaction rates, reducing response times, and streamlining IT support processes.
- Leadership & Team Management
- ITIL Framework
- Strategic Planning & Execution
- Continuous Improvement
- Customer Service Excellence
- Incident & Problem Management
- SLA Management
- Vendor Management
- Technologies: JIRA, ServiceNow, Zendesk, Microsoft Office Suite, Windows and Linux Server Administration
- Certifications: ITIL v4 Foundation, Microsoft Certified: Azure Administrator Associate, HDI Service Desk Manager
XYZ Corp, Cybercity
Service Desk Manager March 2018 - Present - Led a team of 20 service desk analysts to provide IT support for over 5,000 users, achieving a 97% customer satisfaction rate. - Implemented ITIL-based processes that reduced ticket resolution time by 30%. - Developed a comprehensive training program for service desk staff, resulting in a 25% increase in first-call resolution. - Managed vendor relationships, ensuring SLA compliance and contributing to a 20% reduction in outage times.
ABC Tech Solutions, Techville
IT Support Team Lead June 2015 - February 2018 - Supervised an IT support team in a fast-paced environment, handling over 3,000 tickets per month with high complexity. - Initiated a peer review system, improving the quality of ticket resolution. - Assisted in the development and implementation of a new ITSM tool, leading to enhanced workflow automation.
- Master of Science in Information Technology Management, University of Tech Innovation, 2015
- Bachelor of Science in Computer Science, Techville University, 2013
Jane Smith
Director of IT Services, XYZ Corp Email: [email protected] Phone: (555) 678-9101
Michael Brown
IT Operations Manager, ABC Tech Solutions Email: [email protected] Phone: (555) 234-5678