Service Desk Operation Lead Resume Example

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Justin Kevin

Service Desk Operation Lead


Dynamic, Team Spirited, and Performance Driven Professional, having 13+ years of rich experience in IT Field. An ITIL V4 Certified Professional. Currently associated with Accenture Solutions Pvt Ltd as an IT Operations Lead (Leading IT Services Desk – GRMS), at Accenture, Mumbai region. Responsible for Level-2 Escalations, SLA and Managing the IT Infrastructure of Service Desk. Ability to drive and implement IT Projects to their timely closure.


  • Service Desk Operations
  • IT Operations
  • IT Service Management
  • Vendor Management
  • Business Continuity Management

Work Experience

IT Service Desk Lead – Global Remote Support Management

Accenture Solutions Pvt Ltd


Responsible for Level-2 Escalations pertaining to Networks, End User Devices, Applications. Managing Team Size of 100+ engineers (Service Desk Operations) at PAN India (Service Desk + Remote Management + Reporting Team). Managing 24*7 Service Desk as a part of Service Desk Management. Ensuring that service delivery takes place based on the Service level agreements. Keeping track of critical or major incidents and sharing RCA with stakeholders. Ensuring Prompt communication to all stakeholders in case of any Major failure or breakdown. Handling Weekly Ops Review meetings with Operation Leads. Ensure all the customer complaints/issues are identified, to prepare Action plan for all Complaints received and drive till closure along with PM. Conduct weekly review meeting with Vendors & Domains. Ensuring prompt closure of pending issues at sites. To ensure implementation of processes for all services covered & ensure 100% compliance & timely escalate non-compliance services to management.

Shift Lead – India Remote Management Services

Accenture Solutions Pvt Ltd

Mar 2016

Supervising the overall management and day-to-day operations. Managing Support Desk to record, prioritize, allocate, assign & follow-up on closure of incidents and service requests. Follow the Incident Management process. Preparing and managing project plans for initiatives driven. Generate and review the IT Operations KPI metrics with management and handle service improvement programs. MIS Reporting and Monthly Dashboard (power point presentation) to Leadership. Raising issues and risks to management proactively to make sure the impact is minimized. Monitor and drive the team to meet the targets set. Performance reviews with team members. Effectively handling IT Process & Governance audits conducted by internal or external auditors.

Remote Support Engineer

Accenture Solutions Pvt Ltd

Jan 2013

Handling RMS L2 related incidents & complaints lodged by user on complaint tool. Handling Escalated incidents from L1 Engineers Handling Transferred & long pending incidents on tool. Providing technical trainings to internal L1 engineers.

Serve as SPOC (single point of contact). Handling phone calls & queries of Internal Users. Receiving, Recording, Prioritizing & Tracking incidents. Handling First Call Resolution incidents. Handling Critical Incidents & coordinating with internal domain team. Communicating the Critical incident updates with Project stakeholders, DCN ISU Leads & Account Management Team. Working on ticketing application like: – BMC Remedy tool, SRM database management tool, and Sunrise ticketing tool.

Desktop Engineer


Jun 2007

  • System Assembling & Configuration.
  • Service SPOC for individual/institutes AMC agreement
  • Handling complaints for issue on individual/institutes level.


ITIL V4 Certified

San Jose State University

MCSA Windows Server 2016 Certified.

Northeastern University

Master of Business Administration – Project Management

Arizona State University

Bachelor of Commerce

University of South Florida


Automated Password Reset Solution using Amazon Connect



Password Reset solution using Amazon Connect. IVR configuration on support number to collect the details from the users and assist him with resetting or unlocking of his password.

Incident Auto Assignment Solution



Auto Assignment of Incidents using AI & RMW Tool integrated with ServiceNow

Compliance SWAT Desk



Dedicated Support Desk for all Compliance related issue providing L1 & L2 support through Remote sessions.


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What is the Role of a Service Desk Operation?

The role of a Service Desk Operation is a pivotal one in the IT infrastructure of any organization. This role is the linchpin that ensures the smooth functioning of IT services, acting as the first point of contact for users facing issues or needing assistance. Let’s delve deeper into the multifaceted role of a Service Desk Operation professional, a position that demands a deep understanding of IT processes coupled with excellent customer service skills.

A Service Desk Operation professional is responsible for managing the service desk team, overseeing the resolution of issues, and ensuring that the IT services align with the organization’s objectives. They play a crucial role in maintaining the IT infrastructure, including hardware, software, and network systems. Their role extends to developing strategies to improve service delivery, implementing best practices, and fostering a culture of continuous improvement.

What are the Service Desk Operation Job Requirements?

Embarking on a career path as a Service Desk Operation professional requires meeting a series of stringent requirements. This journey is both demanding and rewarding, with a continuous learning curve. Let’s explore the prerequisites that one needs to fulfill to embrace the role of a Service Desk Operation professional:

  • A Bachelor’s degree in Computer Science, Information Technology, or a related field, showcasing a strong foundation in the technical domain.
  • Profound knowledge of ITIL frameworks and best practices, a cornerstone in the service desk operation landscape.
  • Experience in managing a team, a journey where you have nurtured your leadership skills and grown in your role.
  • Excellent communication skills, honed through experiences in customer service roles.
  • Proficiency in various IT tools and platforms, a skill vital in the service desk ecosystem.
  • Ability to work under pressure, a trait developed over years of working in a fast-paced IT environment.

Securing additional certifications in IT service management can be a feather in your cap, enhancing your profile in the competitive job market.

What are the Responsibilities of a Service Desk Operation?

The role of a Service Desk Operation is a tapestry of varied responsibilities, woven with threads of technical expertise, leadership skills, and strategic vision. Let’s unravel the core responsibilities that define this role, each thread narrating a story of dedication, knowledge, and innovation:

  • Overseeing the resolution of IT issues, ensuring timely and effective solutions.
  • Developing and implementing strategies to improve service delivery, tailored to meet the organization’s needs.
  • Leading the service desk team, fostering a collaborative and innovative work environment.
  • Collaborating with cross-functional teams to integrate IT services seamlessly.
  • Conducting training sessions for end-users, fostering a culture of knowledge sharing and continuous learning.
  • Ensuring compliance with organizational policies and industry standards, safeguarding data integrity and security.
  • Keeping abreast with the latest developments in IT service management, steering the team towards adopting best practices and innovative solutions.

Each responsibility comes with its own set of challenges and learning, shaping you into a leader par excellence.

Service Desk Operation Resume Writing Tips

As you embark on the journey to craft a resume that stands tall in the pool of applications, remember that your resume is a reflection of your journey, your growth, and your aspirations. Here are some tips to help you narrate your story effectively through your resume:

  • Highlight your leadership roles, showcasing instances where you have led teams to success.
  • Detail initiatives or programs you have spearheaded, narrating the impact they had on the organization’s IT service delivery.
  • Include metrics to quantify your achievements, painting a picture of your successes through numbers.
  • List relevant certifications, showcasing your commitment to continuous learning.
  • Personalize your resume for the specific role, weaving a narrative that resonates with the job description.

Each tip is a brushstroke, helping you paint a portrait that is both compelling and authentic.

Service Desk Operation Resume Summary Examples

Your resume summary is the opening act of your career story, setting the stage for what is to follow. It should be a powerful snapshot of your journey, encapsulating your experiences, skills, and the value you bring to the table. Here are some examples to inspire you:

  • “Service Desk Operation professional with over 10 years of experience, a visionary in IT service management, adept at leading teams and implementing innovative solutions.”
  • “Dedicated Service Desk Operation leader with a proven track record in improving service delivery, a strategic thinker who has developed successful IT service environments.”
  • “Experienced Service Desk Operation professional with a specialization in IT

    IL frameworks, a leader who fosters collaboration and drives continuous improvement.”

Each summary is a window, offering a glimpse into your rich tapestry of experiences and skills.

Create a Strong Experience Section for Your Service Desk Operation Resume

The experience section is the heart of your resume, narrating the chapters of your career journey. It should be a rich narrative, detailing the roles you have embraced, the challenges you have overcome, and the milestones you have achieved. Here are some tips to help you craft a compelling experience section:

  • Detail your role in improving IT service delivery, showcasing the strategies implemented and the results achieved.
  • Highlight your leadership roles, narrating the growth of your teams under your guidance.
  • Include instances where you have collaborated with cross-functional teams, showcasing your ability to work in a collaborative environment.
  • Detail the training programs you have conducted, showcasing your commitment to fostering a learning environment.

Each experience is a chapter, narrating the rich narrative of your career journey.

Sample Education Section for Your Service Desk Operation Resume

Your educational background lays the foundation for your career, shaping you into the professional you are today. Here is a sample education section to guide you:

  • Bachelor’s in Computer Science, XYZ University, 2015
  • Certification in ITIL Framework, ABC Institute, 2017
  • Master’s in Information Technology Management, DEF University, 2019

Each educational milestone is a stepping stone, leading you to a fulfilling career in Service Desk Operation.

Service Desk Operation Skills for Your Resume

Your skill set is a rich palette of colors, each skill adding a unique hue to your professional portrait. Let’s explore the skills that are essential in the role of a Service Desk Operation professional:

Soft Skills:

  1. Leadership and team management
  2. Communication and interpersonal skills
  3. Problem-solving abilities
  4. Strategic thinking
  5. Customer service orientation

Hard Skills:

  1. Proficiency in ITIL frameworks
  2. Knowledge of IT service management tools
  3. Experience in project management
  4. Understanding of IT security protocols
  5. Expertise in data analytics

Each skill is a hue, adding depth and vibrancy to your professional portrait.

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

As you craft your resume, steer clear of common pitfalls that can hinder your journey to landing your dream job. Here are the mistakes often seen in resumes and how to avoid them:

  • Using a one-size-fits-all approach
  • Listing job duties without showcasing your achievements
  • Ignoring the cover letter
  • Overloading your resume with technical jargon
  • Failing to proofread

Each mistake is a pitfall, avoid them to craft a resume that is both authentic and compelling.

Key Takeaways for Your Service Desk Operation Resume

As we reach the end of this comprehensive guide, let’s recap the key points to keep in mind while crafting your Service Desk Operation resume:

  • Emphasize your leadership journey, showcasing the milestones achieved and the teams led.
  • Highlight your technical proficiency, showcasing your expertise in IT service management.
  • Detail the strategic initiatives you have spearheaded, painting a picture of your visionary approach.
  • Include a section on continuous learning, showcasing the certifications and courses undertaken.

Finally, feel free to utilize resources like 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 Operation job interview.

With this rich tapestry of insights and tips, you are now equipped to craft a resume that is a true reflection of your journey, your skills, and your aspirations. Remember, your resume is not just a document; it is a canvas where you paint your career story, a story of growth, learning, and leadership. Best of luck!