As an IT support manager, presenting a diverse range of technical skills succinctly on your resume can be a challenge. Our guide will show you how to streamline your expertise into impactful bullet points that will catch the attention of hiring managers.
- The most effective IT support manager resume samples, reflecting on experience and skills.
- +10 simple, yet impactful methods to tailor your IT support manager resume to the job advert.
- Using your professional achievements as the North Star to your unique value as a IT support manager candidate.
- 'No one cares about your education nowadays …' Let's prove this statement wrong with the best-kept industry secrets to your education and certifications.
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Formatting the layout of your IT support manager resume: design, length, and more
When it comes to the format of your IT support manager resume , you've plenty of opportunities to get creative. But, as a general rule of thumb, there are four simple steps you could integrate into your resume layout.
- If you have plenty of experience, you'd like to showcase, invest in the reverse-chronological resume format . This format focuses on your latest experience items and skills you've learned during your relevant (and recent) jobs.
- Don't go over the two-page limit, when creating your professional IT support manager resume. Curate within it mainly experience and skills that are relevant to the job.
- Make sure your IT support manager resume header includes all of your valid contact information. You could also opt to display your professional portfolio or LinkedIn profile.
- Submit or send out your IT support manager resume as a PDF, so you won't lose its layout and design.
Remember, resume layouts can vary by country – for example, a Canadian resume format could look different.
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Mention specific courses or projects that are pertinent to the job you're applying for.
Recruiters' preferred IT support manager resume sections:
- A header with relevant contact information and headline, listing your current job title
- A resume summary or objective pinpointing what is most impressive about your expertise (that aligns with the role)
- An experience section highlighting the specifics of your responsibilities and achievements
- A skills sidebar to intertwine job advert keywords with your unique talents
- An education and certifications sections to serve as further accreditation to your professional experience
What recruiters want to see on your resume:
- Experience managing IT support teams and a track record of improving helpdesk metrics.
- Expertise in various IT service management software (e.g., ITIL, ServiceNow) and ticketing systems.
- Strong leadership skills with the ability to train and develop IT support staff.
- KPI monitoring and reporting, showcasing an ability to translate IT support efforts into business value.
- Understanding of network infrastructure, hardware, and software troubleshooting, and the ability to propose and manage budget for IT expenditures.
Quick formula for writing your IT support manager resume experience section
Have you ever wondered why recruiters care about your IT support manager expertise?
For starters, your past roles show that you've obtained the relevant on-the job training and expertise that'd be useful for the role.
What is more, the resume work experience section isn't just your work history , but:
- shows what you're capable of achieving based on your past success;
- proves your skills with (oftentimes, tangible) achievements;
- highlights the unique value of what it's like to work with you.
To ensure your resume work experience section is as effective as possible, follow this formula:
- start each bullet with a powerful, action verb , followed up by your responsibilities, and your workplace success.
The more details you can include - that are relevant to the job and linked with your skill set - the more likely you are to catch recruiters' attention.
Additionally, you can also scan the job advert for key requirements or buzzwords , which you can quantify across your experience section.
Not sure what we mean by this? Take inspiration from the IT support manager resume experience sections below:
- Led a team of 15 IT professionals to support and maintain enterprise-wide systems and applications, consistently meeting a 99.9% uptime target.
- Orchestrated the successful migration of the company’s data center to a cloud-based infrastructure, enhancing scalability and reducing costs by 20%.
- Implemented a company-wide cybersecurity strategy that reduced the incidence of security breaches by 30% and enhanced system resilience.
- Managed an annual budget of $5 million for IT support operations, optimizing resource allocation and slashing expenses by 15% through strategic vendor negotiations.
- Developed and enforced IT policies and procedures that improved the response time for helpdesk tickets from 48 hours to 24 hours.
- Cultivated a customer-centric support culture, achieving a 95% satisfaction rate through regular training and performance feedback sessions with the support team.
- Introduced an AI-powered trouble ticketing system that increased ticket resolution efficiency by 40% and delivered more personalized support experiences.
- Forged strategic partnerships with software vendors to ensure early access to new tools and technologies, keeping the team ahead of the technology curve.
- Led the IT support team in a shift to Agile methodologies, which improved project completion rates by 25% and increased inter-departmental collaboration.
- Developed a tiered support structure that effectively categorized issues and reduced resolution time by 35%, ensuring customer support scalability.
- Implemented a comprehensive IT training program for non-technical staff resulting in a 50% reduction in basic IT support requests.
- Championed the adoption of remote monitoring and management tools which improved the team's ability to proactively address system issues before impacting users.
- Directed the seamless integration of IT support systems during the merger of two large companies, ensuring zero downtime in IT services.
- Launched a cross-functional IT task force that tackled complex issues, slashing downtime by 25% and enhancing system interoperability.
- Negotiated and managed IT service contracts with vendors, leading to an annual savings of $500,000 without sacrificing service quality.
- Led a company-wide IT infrastructure overhaul that modernized legacy systems, enhanced data analytics capabilities, and increased departmental productivity by 40%.
- Established an IT service catalog, prioritizing transparency and efficient service delivery which was lauded by executives and staff alike.
- Played a key role in ensuring regulatory compliance across all IT systems, passing all audits with flying colors throughout tenure.
- Pioneered the development and execution of a remote work IT support protocol, accommodating a 100% increase in remote workforce while maintaining high service levels.
- Orchestrated the IT support team’s response to a major security incident, mitigating threats and implementing new defenses that improved overall IT security posture.
- Oversaw the procurement and deployment of a new ITSM platform, enhancing support workflow automation and resulting in a 20% improvement in problem-solving efficiency.
- Introduced a comprehensive data-driven approach to IT support that utilized analytics to predict potential system failures, decreasing unplanned downtime by 30%.
- Spearheaded a digital transformation initiative, integrating the latest tech in AI and ML to streamline workflows and support processes.
- Advocated for and secured a $2 million investment in IT infrastructure updates, which increased overall network capacity and reduced latency.
Quantifying impact on your resume
- Detail the number of IT projects managed and their successful completion rate to demonstrate project management skills and effectiveness.
- Specify the percentage of reduction in system downtime due to improvements you implemented, showing your contribution to business continuity.
- Include the scale of the IT infrastructure you've maintained or upgraded, providing a sense of your experience with large-scale operations.
- Mention the number of users supported within the organization to highlight your capacity for managing user support at scale.
- State the amount of cost savings achieved through efficient technology solutions or vendor negotiations, reflecting your financial acumen.
- List certifications and the number of team members you've trained or mentored, showcasing leadership and knowledge sharing.
- Quantify the improvement in response times or customer satisfaction scores following IT initiatives you led, illustrating service quality enhancement.
- Report the number of security incidents resolved or prevented, indicating your commitment to maintaining robust cybersecurity measures.
Action verbs for your IT support manager resume
Making the most of your little to none professional experience
If you're hesitant to apply for your dream job due to limited professional experience, remember that recruiters also value the unique contributions you can offer.
Next time you doubt applying, consider this step-by-step approach for your resume's experience section:
- Rather than the standard reverse chronological order, opt for a functional-based format. This shifts the focus from your work history to your achievements and strengths;
- Include relevant internships, volunteer work, or other non-standard experiences in your IT support manager resume's experience section;
- Utilize your education, qualifications, and certifications to bridge gaps in your IT support manager resume experience;
- Emphasize your interpersonal skills and transferable skills from various industries. Often, recruiters seek a personality match, giving you an advantage over other candidates.
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If the certificate you've obtained is especially vital for the industry or company, include it as part of your name within the resume headline.
Bringing your IT support manager hard skills and soft skills to the forefront of recruiters' attention
Hard skills are used to define the technological (and software) capacities you have in the industry. Technical skills are easily defined via your certification and expertise.
Soft skills have more to do with your at-work personality and how you prosper within new environments. People skills can be obtained thanks to your whole life experience and are thus a bit more difficult to define.
Why do recruiters care about both types of skills?
Hard skills have more to do with job alignment and the time your new potential employers would have to invest in training you.
Soft skills hint at how well you'd adapt to your new environment, company culture, and task organization.
Fine-tune your resume to reflect on your skills capacities and talents:
- Avoid listing basic requirements (e.g. "Excel"), instead substitute with the specifics of the technology (e.g. "Excel Macros").
- Feature your workplace values and ethics as soft skills to hint at what matters most to you in a new environment.
- Build a separate skills section for your language capabilities, only if it makes sense to the role you're applying for.
- The best way to balance IT support manager hard and soft skills is by building a strengths or achievements section, where you define your outcomes via both types of skills.
There are plenty of skills that could make the cut on your resume.
That's why we've compiled for you some of the most wanted skills by recruiters, so make sure to include the technologies and soft skills that make the most sense to you (and the company you're applying for):
Top skills for your IT support manager resume:
Windows Server Administration
Linux Server Management
Active Directory
Help Desk Software (e.g., Zendesk, ServiceNow)
Network Configuration and Troubleshooting
Virtualization Technologies (e.g., VMware, Hyper-V)
ITIL Framework
Backup and Recovery Solutions
Cybersecurity Best Practices
Remote Desktop Support
Leadership
Communication
Problem-Solving
Customer Service
Time Management
Team Collaboration
Adaptability
Conflict Resolution
Critical Thinking
Project Management
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If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.
The IT support manager resume sections you may underestimate: certifications and education
Your education and certifications provide insight into both your technical capabilities and personal attributes, such as perseverance. When crafting your IT support manager resume, consider how you present these elements:
- For your higher education degrees, prioritize listing those most relevant to the job or indicative of your academic dedication;
- Include applicable coursework as a stand-in for relevant experience or if it might impress recruiters;
- Include incomplete higher education only if it's pertinent to meeting job requirements;
- If your degree is from a renowned university, mention how often you made the Dean's list to underline academic excellence.
Regarding certifications, it's not necessary to list all of them. Instead, match up to three of your most recent or significant certificates with the technical skills required in the job description.
Below, we've selected some of the top industry certifications that could be vital additions to your IT support manager resume.
The top 5 certifications for your IT support manager resume:
- ITIL (Information Technology Infrastructure Library) - Axelos
- CompTIA A+ (CompTIA A+ Certification) - Computing Technology Industry Association
- MCSE (Microsoft Certified Systems Engineer) - Microsoft
- PMP (Project Management Professional) - Project Management Institute
- CCNA (Cisco Certified Network Associate) - Cisco
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The more time and effort you've put into obtaining the relevant certificate, the closer to the top it should be listed. This is especially important for more senior roles and if the company you're applying for is more forward-facing.
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Practical guide to your IT support manager resume summary or objective
First off, should you include a summary or objective on your IT support manager resume?
We definitely recommend you choose the:
- Resume summary to match job requirements with most noteworthy accomplishments.
- Resume objective as a snapshot of career dreams
Both the resume summary and objective should set expectations for recruiters as to what your career highlights are.
These introductory paragraphs (that are no more than five sentences long) should help you answer why you're the best candidate for the job.
Industry-wide best practices pinpoint that the IT support manager resume summaries and objectives follow the structures of these samples:
Resume summaries for a IT support manager job
- Seasoned IT support manager with over 10 years of experience leading technical support teams for multinational software services. Expert in system optimization, process automation, and cross-functional team leadership. Triumphed in reducing system downtimes by 30% and increasing customer satisfaction ratings substantially at TechSolutions Inc.
- Enterprising ex-Business Analyst transitioning to IT support with a proven 8-year track record of problem-solving and analytical prowess. Successfully implemented ERP solutions that enhanced operational efficiency by 25% at Fortune 500 companies, seeking to leverage technical know-how to optimize IT support frameworks and user experiences.
- A former Project Manager eager to bring over 12 years of experience in client-focused industries to the IT support realm. Known for exceptional organizational skills and for spearheading projects that have enhanced customer engagement by up to 40%, aiming to foster technological resilience and user satisfaction in a dynamic IT setting.
- Dynamic IT support manager with 15 years of experience specializing in cloud infrastructure management and cybersecurity protocols for financial institutions. Accomplished in deploying robust security measures that thwarted cyber threats by 50%, aiming to uphold and enhance the integrity of IT operations and support services.
- As a recent IT graduate with a burning passion for technology and customer service, I aim to contribute fresh insights and a keen eagerness to learn to deliver exceptional IT support. Driven to excel in a fast-paced technological environment and committed to resolving user challenges with innovative solutions.
- Eager to kickstart a career in IT support, armed with newly acquired certifications and a dedication to technical excellence. Motivated by the prospect of contributing to seamless digital experiences, I am ready to absorb knowledge, tackle complex IT issues, and ensure every user interaction ends in resolution and satisfaction.
Bonus sections for your IT support manager resume
Looking to show more personality on your IT support manager resume? Then consider including a couple of extra sections.
They'd benefit your application by highlighting your most prominent:
Key takeaways
- Impactful IT support manager resumes have an easy-to-read format that tells your career narrative with highlights;
- Select a resume summary or objective, depending on what sort of impression you'd like to leave and if your accomplishments are relevant to the job;
- If you don't happen to have much industry expertise, curate additional gigs you've had, like contracts and internships, to answer how your experience aligns with the IT support manager job;
- Be specific about the hard and soft skills you list on your resume to define your niche expertise and outcomes of using those particular skills;
- Always tailor your resume for each IT support manager application to ensure you meet all job requirements.
