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Help Desk Manager Resume Sample

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Location

Poland

Rate

$20 / per hour

Years of experience

About

I have over three years of experience working at Manx Technology Group, where I currently serve as the Help Desk Manager. In this role, I lead the help desk team, ensuring that we provide top-notch telephone and online support for our clients. I am responsible for monitoring, identifying, and diagnosing issues, serving as the main point of contact between customers and the IT department. Prior to this position, I worked as a Help Desk Representative, gaining hands-on experience in customer service and IT support. I am ITIL certified, with a focus on resolving issues efficiently and independently. Before joining Manx Technology Group, I worked as an IT Technician at PokerStars, handling technical issues and providing support for nearly two years. I also have experience moderating online content and providing support to end-users at HubPeople, where I managed customer inquiries and complaints via multiple channels. My education in Information Resources Management has given me a strong technical foundation, further enhanced by certifications in customer service, ethical hacking, and administration of both Azure and macOS.

Tech Stack

Support, Customer Service, ITIL

Experience

Managing and guiding the help desk team to provide excellent telephone and online support.
Responsible for identifying and diagnosing IT issues to ensure smooth operations for clients.
Serving as the primary point of contact between customers and the IT department, ensuring effective communication.
Independently resolving technical issues and ensuring timely solutions to minimize downtime for clients.
Providing technical support and maintaining IT infrastructure, particularly during the tenure at PokerStars.
Handling customer inquiries and complaints via phone, email, and online platforms at HubPeople.
Applying ITIL best practices to enhance help desk efficiency and improve customer satisfaction.

Employment history

Help Desk Manager, Manx Technology Group May 2023 - Present

Leading and managing the help desk team to provide high-quality telephone and online support.
Monitoring, identifying, and diagnosing IT issues for clients to ensure seamless operations.
Serving as the main point of contact between customers and the IT department.
Implementing ITIL best practices to enhance help desk efficiency and customer satisfaction.

Help Desk Representative, Manx Technology Group April 2021 - May 2023

Provided technical support via phone and online for clients with a focus on swift issue resolution.
Identified recurring technical problems and proposed solutions to improve overall system performance.
Worked closely with other IT departments to escalate and resolve complex issues.
Maintained detailed records of support tickets and resolutions for future reference and reporting.

IT Technician, PokerStars April 2021 - January 2023

Handled technical issues related to hardware, software, and network connectivity for PokerStars users.
Provided onsite and remote support for end-users to ensure seamless functionality.
Collaborated with other teams to resolve technical issues promptly and efficiently.
Maintained IT infrastructure, including system updates, troubleshooting, and preventive maintenance.

Customer Support Moderator, HubPeople January 2019 - April 2021

Managed customer inquiries and complaints via multiple communication channels, including email and chat.
Monitored and moderated online content to ensure compliance with company policies.
Assisted end-users with account and technical issues, providing step-by-step troubleshooting.
Collaborated with the development team to report and resolve site issues and bugs.

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