How to Present Your Contact Information
- Full name.
- Professional email address (avoid unprofessional ones).
- Link to your portfolio, LinkedIn, or relevant online profiles (if applicable).
- Phone number with a professional voicemail.
Dynamic Help Desk Manager with over 7 years of experience in managing IT support teams and optimizing help desk operations. Proven track record in improving response times and customer satisfaction scores by 30% through strategic process enhancements. Seeking to leverage expertise in team management and ITIL frameworks to drive operational excellence in a forward-thinking organization.
Technical Skills:
- ITIL Certification
- ServiceNow
- JIRA
- Microsoft Office Suite
- CRM Software
Soft Skills:
- Leadership
- Communication
- Problem-solving
- Time Management
- Customer Service
KPIs (Key Performance Indicators):
- Average Response Time
- Customer Satisfaction Score
- Resolution Rate
OKRs (Objectives and Key Results):
- Enhance team productivity by 20% in the next fiscal year
- Improve customer feedback ratings by 30% within 6 months
- Implement new ticketing system with 100% team adoption by Q3
List your experience in reverse chronological order. Focus on achievements, responsibilities, and quantifiable outcomes.
Right Example:
- Reduced average ticket resolution time by 25% through process automation and team training.
- Implemented a new ticketing system, resulting in a 15% increase in team efficiency within 3 months.
- Led a team of 15 help desk professionals, achieving a 95% customer satisfaction rate consistently over 2 years.
Wrong Example:
- Worked on resolving tickets quickly.
- Used a new system to save time.
- Managed a help desk team.
