INDUSTRY STATS
According to the U.S. Bureau of Labor Statistics, Help Desk Manager positions are at a 11% growth rate, which is faster than average. With that said, there are currently 482,000 jobs in the market right now. The total number of jobs is expected to increase by 52,700 to 534,700 in the period of 2020-30.
What’s more, the median annual wage for the Help Desk Manager jobs was $151,150 in May 2020. The lowest 10% earned less than $90,430, and the highest 10% more than $208,000.
Our conclusion? The Help Desk Manager job market is wide open for candidates.
Top help desk manager sections that make the best resume
- Header
- Professional summary
- Experience (with numbers and results)
- Relevant skills
- Education
- Certifications
Things to remember when writing your help desk manager experience section
Help desk manager experience section checklist:
- Keep it short: use no more than 4-6 bullet points per position;
- Go for short, easy-to-read sentences to keep recruiters engaged;
- Focus on relevant job experience that will enhance your application;
- Describe your experience using the C-A-R (challenge, action, result) methodology;
- Ditch buzzwords and go for power words instead.
To illustrate it more clearly, we’ve collected some of the best experience section examples from real Help Desk Manager resumes. Check them out below!
- set specific customer service standards
- Ensures customer service is timely and accurate
- Train help desk staff on operational procedures
- Decreased average service ticket resolution time by 54% and increased client satisfaction by 76% within my first 90 days.
- Successfully completed rollout of Epicor ERP system across all five company manufacturing facilities.
- Promoted to Help Desk Manager in September of 2015.
- Oversee a two person Help Desk team providing desktop and network support for approximately 65 users across five locations.
- Achieved an average customer satisfaction score of 95% over the past year
- Reduced average call handling time by 25% through the implementation of a new call script and staff training program
- Implemented a new ticketing system, resulting in a 20% increase in ticket resolution rate
- Managed the team to meet and exceed weekly KPIs, resulting in a 10% increase in overall team productivity
- Led the development of a new knowledge base for helpdesk agents, resulting in a 30% reduction in average resolution time for complex issues
- Achieved an average customer satisfaction score of 98% over the past year
- Reduced average response time to customer inquiries by 30% through the implementation of a new ticketing system and staff training program
- Led the development of a new customer feedback survey, resulting in a 25% increase in response rate and valuable insights for product improvement
- Successfully managed a team of 10 customer support agents, providing coaching and training to ensure high performance and career growth
- Reduced emergency response time by 20% through efficient management of incoming procurement requests and sourcing of resources.
- Achieved 100% customer satisfaction rating by developing and maintaining positive working rapport with internal and external labor, collaborating with clients and subcontractors to plan jobs, and handling any customer complaints in line with company policy.
- Implemented process improvements to increase efficiency and accuracy of time sheet and job cost response tracking, resulting in a 15% reduction in administrative errors.
- Managed a team of hard services helpdesk coordinators, providing effective leadership, support, and training to ensure excellent service delivery.
- Produced comprehensive reports from internal CAFM system and client portals, providing accurate and timely information to senior management and clients.
- Successfully managed subcontractors, ensuring delivery in line with expectations and KPIs and effectively recharging all works completed.
- Submitted quotations and processed purchase orders and invoices for subcontractors and clients, ensuring accurate record-keeping and timely payments.
PRO TIP
Show off real numbers that display your accomplishments in past roles. Instead of listing out your responsibilities as Help Desk Manager, talk about the measurable impact you made to their business. Did you boost their revenue? Increase customer retention? Mention your proudest points on your resume.
Action verbs for your help desk manager resume
Recommended reads:
The Best Way to Write Your Help Desk Manager Resume’s Skills Section
Help desk manager resume: skills section checklist
- Scan the job advert for keywords worth including in your resume;
- List both hard and transferable skills;
- Leave room for discussion: include some of your skills in other sections of your resume;
- Focus on skills that prove your expertise and leave the irrelevant ones behind.
Top skills for your help desk manager resume
Python
Java
Javascript
SQL
GIT
HTML
MySQL
CSS
Jira
C++
Communication
Organisation
Analytical thinking
Creativity and innovation
Accountability
Flexibility
Eager to learn
Perseverance
Problem solving
resourcefulness
PRO TIP
Add a Talent Section to your resume, where you can pick your top 3 soft skills and describe how you used them to complete a project or balance departmental communication.
Help desk manager resume header: Tips, red flags, and best practices
Checklist for your help desk manager resume header
- Your name and surname in a legible and larger resume font
- The job title you’re applying for or your current job title as a subheading to your name
- Link to your portfolio or online profile, such as LinkedIn
- Address (City and State for the US; just your city for rest of the world)
- Email address
- Headshot (required or welcomed in the EU; not required and sometimes frowned upon in the US)
Stick to popular email providers such as Gmail or Outlook. And use these professional formats to create your username:
- first.last@gmail.com
- last.first@gmail.com
- firstlast@gmail.com
- f.last@gmail.com
- first.l@gmail.com
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PRO TIP
Some companies, states, and countries have policies about identifying information like photos on your Help Desk Manager resume. Be sure to check all the relevant rules before submitting yours. If you’re in doubt, you can always try contacting the company’s HR department to ask for their policy.
Writing a strong help desk manager resume summary
Help desk manager resume summary checklist:
- Mention your position and total years of experience in the field;
- Highlight 1-2 of your top achievements;
- Go for shorter sentences and keep them to the point – don’t include anything that doesn’t support your application;
- Add 2-4 keywords present in the job description.
Resume summary formula:
PRO TIP
Your summary section should act as a brief but informative introduction to your experience section. In this section you should go into more depth about what you have done, and how you did it.
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Adding education, courses, and certifications to your help desk manager resume
Education section tips and tricks:
- Add info about your highest degree level, incl. year of graduation, place of study, and degree subject;
- Mention some education-related awards you’ve received;
- Share a bit more about your certifications (if they are relevant);
- Entry-level applicants: Tailor your education section by including classes that are relevant to the position you’re applying for.
Top certifications for your help desk manager resume
Help Desk - Manager
A help desk course about managing, hiring and building a team in a help desk environment.
Help Desk Manager practice exams
Pass the HDI HD0-300 certification on the first attempt. 100 questions
ComputerCavalry: IT Help Desk Training for IT Professionals!
Help Desk Training for IT Professionals is a 10 lecture course that provides valuable work experience to beginners in IT
Help Desk Professional: A guide to your IT career
Master the Help desk position by working smarter and boost your career opportunities
IT Help Desk Professional
Get Hands-On Experience on Helpdesk Skills, Learn, Master & Troubleshoot All What It Takes To Get You a Job
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PRO TIP
There are dozens of certifications that you can claim as a Help Desk Manager. But, some are more effective than others. That’s why you mustn’t include every certificate other applicants might have. Try instead to earn and list a few of the difficult ones.
The best format for your help desk manager resume
Choosing the right format for your resume might seem difficult, regardless of whether you’re a newbie or a master. In short, there are three basic resume formats for you to choose from:
- Reverse-chronological resume format;
- Functional skills-based resume format;
- Combination (or Hybrid) resume format.
The choice you make depends on your level of experience and the company you’re applying for.
The reverse-chronological resume format is great for you if you have at least 10 years of experience, no employment gaps, and are not looking for a career change. Here, you are expected to list all your previous jobs in a reverse-chronological format, starting from your most recent position and going back to the oldest one. It’s perfect for experienced individuals who are looking for a straightforward way to highlight their expertise.
The functional skills-based resume format, on the other hand, is great for recent graduates or professionals with large employment gaps. It focuses on skills and education, rather than experience. This makes it ideal for showing you’re the right fit without putting too much emphasis on your lack of (relevant) experience.
If you’re looking for something a bit more creative, go for the combination resume format. It’s a mix of the reverse-chronological and the functional skills-based formats, which makes it ideal for all types of applicants. What’s more, it’s considered modern and innovative, and isn’t this what you want your application to feel like anyway?
After choosing the right format for your Help Desk Manager resume, it’s time to perfect the layout and style.
- Go for traditional 1-inch resume margins;
- Choose a simple resume font, sized 10-12p;
- Make sure that the length of your resume matches your applicant profile: try to fit in a one-page template; two-page templateare suitable only for candidates with over 10 years of experience.
- Save your resume in PDF to avoid issues around formatting and unauthorized editing.
Looking for more ways to make your application stand out? Read this article!
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PRO TIP
If you feel that you don’t have high chances in a particular company, due to lack of relevant experience, then you can still consider using a creative layout. That might help you get noticed and invited for an interview, as most of the other applicants will have boring resume designs.
Other sections to include in your resume
Depending on the type of company, your position, and your general desire to experiment and showcase your creative side, you might want to add some additional sections to your resume. Some examples include:
Creating a memorable help desk manager resume
You want your resume to put you in front of other candidates even when the competition is high, right? Right!
One of the easiest ways to do this is by adding a drop or two of creativity. You can choose a colorful and out-of-the-box template, or maybe even put a ‘what my typical days look like’ section at the bottom of your resume
It’s totally up to you. Just make sure to match the level of creativity to the industry, the position, and the company.
What makes a great help desk manager resume: key takeaways
- Choose a resume layout that sends the right message across and fits your current career situation;
- Create a resume header that shows your desired job title, and easy to find contact numbers;
- Be specific about your experience, accomplishments and future goals in your summary;
- Feature detailed metrics and specific examples that show the impact you made in your previous roles when describing your experience;
- List soft skills backed by examples;
- Add all of your technical skills and certifications that you have and match the job description;
- Show off a dash of personality in your resume that will demonstrate your culture fit and the right mix of hard and soft skills.
