Service Desk Manager Resume Examples (Template & 20+ Tips)

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Service Desk Manager Resume Example
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Service Desk Manager Resume Example

This article provides an example of a Service Desk Manager resume, highlighting the key skills and experience necessary to excel in this role. It showcases the important aspects to focus on when constructing a resume, such as technical skills, customer service experience, and problem solving abilities. This example is a great starting point for jobseekers looking to make a strong impression on potential employers.

We will cover:

  • How to write a resume, no matter your industry or job title.
  • What to put on a resume to stand out.
  • The top skills employers from every industry want to see.
  • How to build a resume fast with our professional Resume Builder.
  • What a resume template is, and why you should use it.
Plus, we will provide expert resume writing tips and professional examples to inspire you.

What does a Service Desk Manager do?

A Service Desk Manager is responsible for managing the day-to-day operations of the service desk or help desk. This includes managing the team of service desk staff, setting performance targets, responding to customer inquiries, troubleshooting technical issues, providing technical support, and ensuring the service desk meets customer service standards. The Service Desk Manager must also manage customer satisfaction surveys, analyze customer feedback, and develop strategies to improve customer service. Additionally, they must monitor the service desk environment, identify areas of improvement, and design and implement new processes and procedures.

What are some responsibilities of a Service Desk Manager?

  • Manage daily operations of the service desk team, including scheduling, resource allocation and performance management
  • Develop and maintain service desk processes and procedures, including incident and problem resolution, service request fulfillment, and reporting
  • Ensure compliance with service level agreements (SLAs) and quality standards
  • Monitor and analyze service desk performance metrics and generate reports for management
  • Maintain and update the service desk knowledgebase
  • Provide technical support for internal and external customers
  • Identify and analyze trends in service desk requests and issues
  • Stay abreast of new technologies and recommend system enhancements

Sample Service Desk Manager Resume for Inspiration

Service Desk Manager

Name: John Doe
Address: 123 Main Street, Anytown, USA
Phone: 555-555-5555

An experienced professional with over 10 years of experience in customer service and technical support, John Doe is an outstanding Service Desk Manager. He is highly organized, detail-oriented, and committed to providing quality service to all customers. He has a proven track record of successfully managing customer service operations and providing technical support to ensure maximum customer satisfaction.

Work Experience

  • Service Desk Manager, ABC Company, Anytown, USA (2006-2019)
    • Managed customer service operations, with a focus on providing excellent customer service.
    • Provided technical assistance to customers and troubleshooted technical issues.
    • Created and maintained policies and procedures to ensure effective customer service.
  • Customer Service Representative, XYZ Company, Anytown, USA (2003-2006)
    • Provided customer support and resolved customer complaints in a timely manner.
    • Handled customer inquiries, requests, and orders.
    • Maintained customer satisfaction and loyalty.


  • Bachelor of Science in Computer Science, Anytown University, Anytown, USA (1999-2003)
  • Associate of Science in Information Technology, Anytown Community College, Anytown, USA (1997-1999)


  • Excellent customer service skills
  • Excellent problem-solving and troubleshooting skills
  • Strong knowledge of computer hardware and software
  • Excellent communication and interpersonal skills
  • Ability to work independently and as part of a team


  • Certified Service Desk Manager (CSDM)
  • Certified Technical Support Professional (CTSP)


  • English (fluent)
  • Spanish (conversational)

Resume tips for Service Desk Manager

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Service Desk Manager resume tips.
We collected the best tips from seasoned Service Desk Manager - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

  • Highlight your customer service experience and technical knowledge.
  • Make sure to include keywords related to Service Desk management.
  • Clearly demonstrate your problem-solving and decision-making skills.
  • Use metrics to demonstrate your accomplishments.
  • Include any certifications related to Service Desk management.

Service Desk Manager Resume Summary Examples

A Service Desk Manager resume summary or resume objective is a great way to make sure that potential employers get a good idea of who you are and what you have to offer. It is important to include a summary or objective because it provides employers with a snapshot of your qualifications, experience, and skills. Furthermore, it can help employers decide whether you are a good fit for the job. A resume summary or objective should be tailored to the position you are applying for and provide a brief overview of your professional background. Additionally, it should touch on your qualifications and experience that make you the best candidate for the job.

For Example:

  • Service Desk Manager with 5+ years of experience leading IT teams to success. Proven record of delivering high-quality customer service, resolving technical issues, and developing IT strategies.
  • Service Desk Manager with 10+ years of experience managing technical teams. Skilled in resolving customer issues, developing innovative IT solutions, and providing outstanding customer service.
  • Highly experienced Service Desk Manager with a track record of success in leading customer service and IT teams. Skilled in problem-solving, implementing IT strategies, and delivering effective customer service.
  • Seasoned Service Desk Manager with 8+ years of experience leading IT and customer service teams. Adept at providing technical assistance, resolving customer inquiries, and developing innovative IT solutions.
  • Results-driven Service Desk Manager with 7+ years of experience in leading IT and customer service teams. Skilled in problem-solving, delivering superior customer service, and developing effective IT strategies.

Build a Strong Experience Section for Your Service Desk Manager Resume

A strong experience section for a service desk manager resume is important because it showcases your professional achievements, professional development, and any customer service or technical skills you have acquired. It also provides prospective employers with a glimpse into your work history, which may be the deciding factor when it comes to whether or not they offer you the job. By highlighting your experience, you demonstrate your ability to perform the duties of a service desk manager. This section should also include any awards or recognition you have earned throughout your career. Finally, it should demonstrate the impact you have had on the organizations you have worked with, such as customer satisfaction ratings or cost savings.

For Example:

  • Managed a team of 10 service desk agents and developed a customer service framework to ensure customer satisfaction.
  • Successfully handled escalations and implemented solutions to improve workflow and customer experience.
  • Provided technical support to end users, including troubleshooting hardware and software issues.
  • Developed service desk training program to enhance customer service skills of the team.
  • Implemented ITIL processes and best practices to ensure quality service.
  • Monitored service desk performance and provided feedback to improve efficiency.
  • Created monthly reports to track service desk performance and customer satisfaction.
  • Analyzed customer feedback and implemented strategies to improve customer experience.
  • Led the development of new service desk procedures and policies to ensure compliance.
  • Coordinated with other departments to resolve customer issues in a timely manner.

Service Desk Manager resume education example

The Education requirements for a Service Desk Manager vary depending on the company, but typically include a Bachelor's degree in Computer Science, Information Technology, or a related field. In addition to the educational requirements, employers may also look for certification related to customer service, IT support, and project management. Strong experience in customer service, IT operations, and project management are also critical for this role.

Here is an example of an experience listing suitable for a Service Desk Manager resume:

  • Bachelor of Science in Information Technology, University of California, Los Angeles, CA (2017)
  • Associate of Applied Science in Computer Networking, Santa Monica College, Santa Monica, CA (2015)
  • ITIL Foundation Certification (2019)
  • Microsoft Certified Solutions Expert (MCSE) (2018)
  • CompTIA A+ Certification (2016)

Service Desk Manager Skills for a Resume

It is important to add skills to a Service Desk Manager Resume in order to demonstrate your qualifications and experience for the position. Skills should be tailored to the specific job you are applying for, highlighting your abilities in areas such as customer service, technical support, problem solving, and communication. Examples of these skills could include problem diagnosis and resolution, process and workflow optimization, troubleshooting, and software and hardware support. By including these skills, you are showing the employer that you have the necessary knowledge and experience to be an effective Service Desk Manager.

Soft Skills:

  1. Leadership
  2. Communication
  3. Organizational
  4. Problem Solving
  5. Time Management
  6. Decision Making
  7. Conflict Resolution
  8. Teamwork
  9. Customer Service
  10. Interpersonal Skills
Hard Skills:
  1. IT Support
  2. Customer Service
  3. Troubleshooting
  4. Problem Solving
  5. Organizational Skills
  6. Communication Skills
  7. Conflict Resolution
  8. Time Management
  9. Technical Knowledge
  10. Data Analysis

Common Mistakes to Avoid When Writing a Service Desk Manager Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

  • Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
  • Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
  • Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
  • Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
  • Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
  • Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
  • Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Service Desk Manager resume

  • Strong knowledge of IT service management principles and practices
  • Excellent customer service skills
  • Proficiency in a variety of ticketing systems
  • Experience in incident and problem management
  • Familiarity with ITIL and ITSM processes
  • Ability to troubleshoot hardware and software issues
  • Excellent communication and interpersonal skills
  • Ability to prioritize tasks and meet deadlines
  • Familiarity with network troubleshooting and configuration
  • Proven track record of solving customer issues and providing solutions

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