Professional Resume Template for
Service Desk Manager
Elena M. Thorne
Denver, CO
(303) 555-0147
elena.thorne@email.com
linkedin.com/in/elena-thorne-it | github.com/elenathorne | elenathorne.dev
Professional Summary
Metrics-driven Service Desk Manager with 6 years of experience leading high-performing IT support teams and optimizing service delivery within fast-growing SaaS environments. Specialized in refining incident, problem, and request management processes to boost team productivity. Successfully improved customer satisfaction (CSAT) scores from 81% to 96.5% and reduced mean time to resolution (MTTR) by 28% through structured workflows in Zendesk and Jira Service Management. Expert in designing training protocols, managing vendor agreements, and scaling help desk infrastructure to support up to 2,500 end-users.
Work Experience
Service Desk Manager — VeloTech Solutions
Denver, CO | January 2024 – Present
- Managed a team of 10 service desk analysts supporting 2,500+ end-users, improving average first-contact resolution (FCR) rates from 72% to 91% within the first 12 months.
- Refined incident management workflows in Jira Service Management, reducing the mean time to resolution (MTTR) by 28% and eliminating an inherited ticket backlog of 850 tickets.
- Negotiated support tool licensing and vendor agreements for help desk operations, saving $38,000 annually while maintaining a 99.9% uptime SLA for critical support channels.
- Standardized support protocols and developed an automated satisfaction feedback loop, raising overall customer satisfaction (CSAT) scores from 81% to a consistent 96.5% average.
Senior Service Desk Analyst — Apex Cloud Systems
Denver, CO | July 2020 – December 2023
- Resolved 35+ complex technical support issues daily, maintaining a personal customer satisfaction (CSAT) rating of 98.4% and exceeding individual service level agreement targets.
- Coordinated the transition of support ticketing tools from Zendesk to Jira Service Management for 3 business units, reducing average agent response times by 32 seconds per ticket.
- Authored 85+ knowledge base articles for the internal employee self-service portal, deflecting 24% of inbound help desk tickets and saving the team 75 support hours per month.
- Onboarded and mentored 6 junior help desk analysts, utilizing structured training manuals to reduce average new-hire ramp-up time by 40% (from 5 weeks down to 3 weeks).
Education
Bachelor of Science in Information Technology
University of Colorado Denver · Denver, CO · 2020
Skills
IT Service Management (ITSM), Service Desk Operations, Incident Management, Problem Management, Request Fulfillment, Service Level Agreements (SLA), Customer Satisfaction (CSAT), ServiceNow, Jira Service Management, Zendesk, Confluence, Microsoft Teams, Zoom, Slack, Active Directory, Office 365, ITIL v4, HDI-SCM, Vendor Management, Team Leadership
Projects
Help Desk Tool Migration
Role: Project Lead / Service Desk Manager
Tools: Jira Service Management, Confluence, Slack
Directed the migration of ticketing operations from a legacy system to Jira Service Management for 2,500 users, reducing average response times by 32 seconds per ticket.
Self-Service Portal Initiative
Role: Service Desk Manager
Tools: Zendesk Guide, Confluence, Slack
Designed and launched an automated internal knowledge base, deflecting 24% of inbound help desk tickets and saving the support team 75 hours of monthly manual effort.
Certifications
- HDI Support Center Manager (HDI-SCM) (2023)
- ITIL 4 Foundation (2021)
- ServiceNow Certified System Administrator (CSA) (2022)
Additional information
- Languages: English (Native), Spanish (Conversational)
- Volunteer Work: Mentoring high school students in local IT training programs (2022-present)
- Availability: 2 weeks notice
Job Market Insights
Market data and opportunities for
Service Desk Manager
Job Market Insights
$78,000
-
$122,000
Avg:
$96,000
Growth Outlook:
The employment of Computer and Information Systems Managers, which includes Service Desk Managers, is projected to grow 15% from 2024 to 2034, much faster than the average for all occupations. In the United States, this growth translates to approximately 55,600 annual job openings. This robust demand is driven by the escalating complexity of enterprise IT environments and the critical need for structured support operations, service level compliance, and automated ticketing workflows to maintain employee productivity.
15% growth from 2024 to 2034 (BLS)
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