Service Desk Manager CV Sample

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Christa Nathan

Service Desk Manager


Managed a group of technical specialists focused on supporting business lines globally 24 by 7. Directed support activities for desktop services and Help Desk functions. Managed internal and outsourced functions that provided shared and dedicated support services to 1,000+ internal customers across Jordan.


  • Documentation, analytical, problem-solving and organizational skills
  • Team lead experience
  • Organizational skills and attention to details
  • 7+ years of Information Technology experience and with Administration and Support experience in a medium to large company
  • 5+ years experience in system analysis, writing technical design and development specifications, test plan preparation, unit testing, and system integration testing and documentation
  • Business Analyst
  • Computer and Network skills

Work Experience

Service Desk Manager

Adaleh / Amman – Jordan


  • Managed two teams of a total of 12 people with customer support/troubleshooting and user workstation configuration which reduced user downtime by 25%.
  • Helped establish new processes and procedures on responding to various security incidents, significantly increasing response time and improving overall customer service.
  • Solved complex troubleshooting problems with various network devices and triaged them to appropriate groups as needed.
  •  Maintained a 93% positive customer  satisfaction rating increased the first call resolution percentage by 50% during the same period.
  •  Established new processes and procedures on responding to various security incidents, significantly increasing response time and improving overall customer service.

Business Analyst Supervisor

Fixit Government Service / Dubai – UAE

Apr 2019

  • Gathered client requirements through Requirement Gathering Sessions and documented them.
  • Conducted regular meetings ensuring Project Tracking and control during the Execution Phase.
  • Analyzed operational processes to determine both internal and external end user impacts.
  • Consulted with external clients to define requirements and implemented new business platforms.

Application Support Supervisor

Emaratech / Dubai-UAE

Sep 2018

  • Works with Change Management/ Release Managers on the evaluation of change events.
  • Develops and maintains process and procedure documentation (knowledge management).
  • Ensures monitoring alerts and systems events are assessed, prioritized, and managed.
  • Maintains effective relationships with core and extended program team members, peers, senior stakeholders and business managers.

Service Desk Team Leader

Al Faraa Group / Abu Dhabi – UAE

Apr 2018

  • With assistance from remote network team; maintain, monitor and support the network on-site to ensure 24/7 uptime.
  • Manages a team(s) that provides support for employees with hardware, software and network issues.
  • Monitors and analyzes performance metrics to determine areas of improvement.
  • Coordinates and ensures that quality customer service is provided to staff, management and employees of the organization.
  • Performing as a supervisor with the responsibility for the instruction, assignment, direction and monitoring of the performance of desktop technicians.

IT Assistant Manager

Adaleh / Amman – Jordan

Oct 2015

  • Administer departmental change management processes and participate in weekly change management meetings.
  • Manage the release calendar for all OM activity (code fixes and work orders).
  • Manage service restoration, incident resolution, root cause analysis by working with various technology and business teams.
  • Manage established budgets and forecasts.
  • Work with various teams to ensure business work requests / requests are delivered with minimal business impact
  • Project delivery – oversee and manage business initiatives that is small in nature following the project management standard
  • Ensure stakeholders expectations are well managed.


Information Tichnology

San Jose State University

Jun 2008


  • English
  • French
  • Arabic
  • German

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What is the Role of a Service Desk Manager?

In the realm of modern businesses, the role of a Service Desk Manager has emerged as a linchpin in ensuring seamless operations and efficient customer support. This position combines technical prowess with exceptional leadership skills, orchestrating a team dedicated to resolving technical issues and providing impeccable service to clients. Let’s delve into the multifaceted role of a Service Desk Manager, a position that demands a deep understanding of IT service management coupled with the ability to lead a team effectively.

A Service Desk Manager is entrusted with the responsibility of overseeing the smooth functioning of the IT help desk, ensuring that technical issues are resolved in a timely manner, and customer satisfaction remains paramount. They play a crucial role in aligning the service desk operations with the organization’s objectives, often serving as the focal point for communication between the IT department and other business units. Their role is instrumental in maintaining a high level of service quality, optimizing processes, and fostering a culture of continuous improvement within the service desk team.

What are the Service Desk Manager Job Requirements?

To excel in the role of a Service Desk Manager, one must meet specific requirements that reflect a blend of technical expertise, leadership capabilities, and strong interpersonal skills. Let’s delve deeper into the prerequisites that one needs to fulfill to step into the shoes of a Service Desk Manager:

  • A Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related field, showcasing a strong foundation in the technical domain.
  • Proven experience in managing a service desk, demonstrating the ability to handle complex technical issues and deliver exceptional customer support.
  • Proficiency in IT service management frameworks such as ITIL, highlighting a comprehensive understanding of best practices in service delivery and support.
  • Exceptional leadership and team management skills, honed through experiences and possibly through relevant certifications or courses.
  • Strong communication and interpersonal abilities, enabling effective interaction with both technical and non-technical stakeholders.
  • An analytical mindset and problem-solving skills, crucial for identifying root causes of issues and implementing effective solutions.

Additional certifications in IT service management can significantly bolster one’s profile and enhance career prospects in this competitive field.

What are the Responsibilities of a Service Desk Manager?

The role of a Service Desk Manager encompasses a diverse array of responsibilities, combining technical expertise with effective team leadership and strategic planning. Let’s uncover the key responsibilities that define this role, each contributing to the seamless functioning of the service desk and ensuring impeccable customer support:

  • Overseeing the day-to-day operations of the service desk, ensuring that all incoming technical issues are addressed promptly and efficiently.
  • Developing and implementing service desk procedures and best practices, fostering a culture of continuous improvement and delivering exceptional customer service.
  • Managing and mentoring the service desk team, providing guidance, training, and support to ensure a high level of technical expertise and customer-centric approach.
  • Collaborating with other IT teams to resolve complex technical issues, facilitating effective communication and ensuring seamless integration of services.
  • Conducting regular performance evaluations and implementing strategies for team development and enhancement of service desk operations.
  • Monitoring service desk metrics and generating reports to assess performance, identify trends, and implement necessary improvements to optimize service delivery.
  • Staying updated with the latest developments in IT service management, incorporating industry best practices and technological advancements into service desk operations.

Each responsibility plays a vital role in ensuring the smooth functioning of the service desk, fostering a culture of excellence and customer satisfaction.

Service Desk Manager Resume Writing Tips

Crafting a compelling resume for the role of a Service Desk Manager requires careful attention to detail and a focus on highlighting relevant experiences and skills. Here are some tips to help you create an impactful resume:

  • Showcase your leadership experience, emphasizing instances where you have effectively managed and motivated teams to achieve exceptional results.
  • Highlight specific instances where you implemented process improvements or innovative solutions that positively impacted service desk operations and customer satisfaction.
  • Quantify your achievements with measurable metrics, illustrating the tangible results of your contributions to the service desk’s success.
  • List relevant certifications and training programs, demonstrating your commitment to continuous professional development and staying updated with the latest industry standards.
  • Customize your resume to match the specific requirements of the job description, emphasizing your relevant skills and experiences that align with the organization’s needs.

Each tip is instrumental in crafting a resume that effectively showcases your capabilities and suitability for the role of a Service Desk Manager.

Service Desk Manager Resume Summary Examples

Your resume summary serves as a concise yet powerful introduction to your professional journey, highlighting your key experiences and the value you bring to the role. Here are some examples to inspire you:

  • “Service Desk Manager with over 8 years of experience, adept at leading high-performing teams and optimizing service desk operations to deliver exceptional customer support.”
  • “Results-driven Service Desk Manager with a proven track record in implementing ITIL best practices, fostering a customer-centric approach, and achieving high levels of customer satisfaction.”
  • “Dynamic Service Desk Manager with expertise in driving process improvements and implementing innovative solutions, dedicated to delivering seamless and efficient IT support services.”

Each summary serves as a window to your professional journey, offering insights into your expertise and accomplishments as a Service Desk Manager.

Create a Strong Experience Section for Your Service Desk Manager Resume

The experience section of your resume is a critical component that showcases your practical application of skills and expertise in managing service desk operations. Here are some examples to guide you:

  • “Led a team of service desk analysts in a fast-paced IT environment, achieving a 25% reduction in average resolution time through the implementation of streamlined processes and improved communication protocols.”
  • “Pioneered the adoption of ITIL framework within the service desk, resulting in a 30% increase in customer satisfaction scores and improved alignment of services with business objectives.”
  • “Developed and conducted comprehensive training programs for service desk staff, enhancing technical skills and fostering a customer-centric approach to service delivery, resulting in improved customer retention rates.”

Each experience highlights your proactive approach, leadership skills, and ability to drive tangible improvements in service desk operations.

Sample Education Section for Your Service Desk Manager Resume

Your educational background serves as a foundation for your career journey, emphasizing your academic qualifications and commitment to continuous learning. Here’s how you can effectively list your educational milestones:

  • Bachelor of Science in Information Technology, XYZ University, a comprehensive program that laid the groundwork for a successful career in IT service management, 2014.
  • ITIL Foundation Certification, demonstrating proficiency in IT service management best practices and methodologies, 2015.
  • Master of Business Administration (MBA) with a specialization in IT Management, ABC University, a program that honed strategic and leadership skills, 2018.

Each educational qualification reflects your commitment to professional development and your pursuit of excellence in the field of IT service management.

Service Desk Manager Skills for Your Resume

Your skill set as a Service Desk Manager is a critical asset that showcases your ability to effectively manage service desk operations and deliver exceptional customer support. Let’s list down the essential skills that a Service Desk Manager should possess:

Soft Skills:

  1. Leadership and team management, the ability to inspire and guide teams toward achieving service excellence.
  2. Effective communication and interpersonal skills, crucial for fostering strong relationships with clients and internal stakeholders.
  3. Analytical thinking and problem-solving abilities, essential for identifying and resolving complex technical issues efficiently.
  4. Strategic planning and decision-making, enabling the implementation of effective service desk processes and improvements.
  5. Customer-centric approach, emphasizing the importance of delivering impeccable customer service and ensuring high levels of customer satisfaction.

Hard Skills:

  1. Proficiency in IT service management frameworks such as ITIL, showcasing a comprehensive understanding of industry best practices and methodologies.
  2. Technical expertise in troubleshooting and resolving complex technical issues, ensuring efficient and effective service delivery.
  3. Knowledge of service desk management software and tools, facilitating streamlined operations and enhanced service delivery.
  4. Experience in developing and implementing service desk procedures and best practices, ensuring standardized and efficient service delivery processes.
  5. Data analysis and reporting skills, enabling the monitoring of service desk metrics and the generation of actionable insights for process improvements.

Each skill represents a crucial aspect of your capabilities as a Service Desk Manager, enabling you to deliver exceptional service and support to clients and stakeholders.

Most Common Mistakes to Avoid When Writing a Service Desk Manager Resume

While crafting your resume for the role of a Service Desk Manager, it is crucial to steer clear of common pitfalls that can diminish the impact of your application. Here we list down the mistakes often seen in resumes and how to avoid them:

  • Avoid using generic or vague language that fails to highlight your specific achievements and contributions as a Service Desk Manager.
  • Do not overlook the importance of customizing your resume to match the specific requirements of the job description, ensuring that your relevant skills and experiences are prominently featured.
  • Ensure that your resume is well-structured and easy to read, avoiding cluttered formatting and excessively long paragraphs that may deter recruiters from reviewing your application thoroughly.
  • Avoid exaggerating your skills or experiences, as this can lead to misunderstandings and may impact your credibility during the recruitment process.
  • Proofread your resume thoroughly to eliminate any grammatical or typographical errors, as these can create a negative impression and diminish the overall quality of your application.

Avoiding these common mistakes can significantly enhance the effectiveness of your resume and increase your chances of securing your desired role as a Service Desk Manager.

Key Insights for Crafting Your Service Desk Manager Resume

As we conclude this comprehensive guide, let’s recap the key insights to consider while crafting your Service Desk Manager resume:

  • Emphasize your leadership capabilities, highlighting your experience in managing and motivating teams to deliver exceptional service desk operations.
  • Highlight your proficiency in IT service management, showcasing your expertise in implementing best practices and ensuring efficient service delivery.
  • Showcase your strategic initiatives, demonstrating your ability to drive process improvements and foster a customer-centric approach to service desk operations.
  • Include a dedicated section on continuous learning, emphasizing relevant certifications and training programs that reflect your commitment to professional development.

Finally, take advantage of our AI Resume Builder, Resume Design, Resume Samples, Resume Examples, Resume Skills, Resume Help, Resume Synonyms, and Job Responsibilities to create a standout application and prepare for the Service Desk Manager job interview.

Equipped with these insights and tips, you are now ready to create a resume that effectively showcases your capabilities and experience as a Service Desk Manager, positioning you as an ideal candidate for prospective employers. Best of luck!