Sample Help Desk Team Leader Resume

Posted in Leader Resume Examples

Corey Thole
341 C Street
Dedham, MA 2026

Job Objective To use my skills as a Help Desk Team Leader to obtain a position with growing firm that can benefit from my expertise.

Highlights of Qualifications:

  • Remarkable experience in managing IT Support and Helpdesk team
  • Familiarity with Help Desk ticketing systems and machine imaging software
  • Sound knowledge of many aspects of an information technology
  • Ability to plan and manage IT projects
  • Ability to develop staff to ensure strong employee engagement
  • Ability to identify, evaluate and prioritize customer problems and complaints
  • Excellent project management, troubleshooting and impact analysis skills
  • Strong verbal and written communication skills

Professional Experience:

Help Desk Team Leader, August 2005 – Present
SAIC, Dedham, MA

  • Reduced down time and resolution.
  • Managed relationships with third party suppliers and outsourcing to improve services supplied and optimize costs.
  • Provided ways to improve the service to the business groups.
  • Prepared Service Level Agreements and end-user contracts.
  • Monitored, trackedand resolved end-user issues.
  • Conducted scheduled meetings with Manager and team to review previous Week’s statistics and forecast daily efforts required.

Help Desk Team Leader, May 2000 – July 2005
Computer Sciences Corporation, Dedham, MA

  • Managed, lead, and mentored staff of IT Support Specialists.
  • Administered support ticket tracking system.
  • Established goals and metrics in support of department goals to deliver exceptional customer support.
  • Ensured that staff has the necessary resources, training, and leadership to perform their responsibilities.
  • Managed IT projects such as technology roll-outs, training, system management tools and asset management improvements.
  • Managed team support schedule to ensure customer service levels are achieved.


Bachelor’s Degree In Computer Science, Marywood University, Scranton, PA

Master’s Degree In Information Technology, Northern State University, Aberdeen, SD

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