service desk supervisor resume example with 17+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Experienced and proven Service Desk leader looking to relocate back to the Houston area to be closer to family. While it is hard to leave the strong IT team I currently work with at Community Health Network, I believe I can be a catalyst for positive improvement to any IT department from the experience I bring. Willing and able to travel for in person interview following mutually positive remote introductions.

  • Proven motivational leader to employees of all levels.
  • Strong written and verbal communication skills
  • Able to remain calm and lead in high pressure and emergency situations
  • Design and implement analytic tools to track and use metrics for positive improvement.
Education and Training
University of Arizona Tucson, AZ, Expected in 05/1998 Bachelor of Arts : Journalism / Political Science - GPA :
McCullough High School The Woodlands, TX, Expected in 05/1994 High School Diploma : - GPA :
  • ITIL 3 Intermediate Certification - Transitions
  • ITIL 4 Foundations Certification
  • ITIL 3 Foundations Certification
  • Six Sigma Yellow Belt Certified
Engility Corporation - Service Desk Supervisor
Fort Huachuca, AZ, 10/2017 - Current
  • Oversee daily operations of 45-50 member (3 shift) technology call center team. (Mix FTE and contract workforce.) In 2022 we fielded 200k calls, 18k chats, 9k self service catalog tickets and worked 2.5k NOC checks and upkeep assignments. This is a multi-faceted call Service Center environment with 60% of calls falling under the IT umbrella, 15% are HR related, 10% for the Facilities/EVS department and 15% are patient calls for help with Patient Portal Issues.
  • In addition to being a call/service center, this team serves as the NOC Networks Operations team serving as the 'canary in the coal mine' for a 1500 sq ft 100 rack server room. This included checks of 8 CRACs, 2 Glycol Chillers, 2 electric rooms, 2 generators, 2 flywheels, pump room and fire suppression system to ensure multi layer redundancies are operational 24/7 365.
  • Serve in rotation for 24/7 on call for both Service Center and NOC operational support.
  • Responsible for determining need for Crisis statuses and running a bridge line of all IT teams during Major Incidents (in absence or Service Desk Manager. This included crafting both pages to the 600 member IT to notify them of disruptions, but also messaging to our 18k employees.
  • Initially held monthly Call Coaching with each analyst. In 2021 I was able to expand the levels of leadership and divide up some of my workload. They continued to do monthly call coachings and I hold monthly roundings to check on progress, review metrics, update them on new events and determine the state of the Service Center as a desirable work environment.
  • Oversee the needs and productivity of other leaders.
  • Trained an additional Supervisor and multiple Team Leads as part of a re-organized multi-tier leadership team. Oversee the daily needs, training and guidance of these leaders.
  • When I started this role in 2017, my official title was team Team Lead. We were a 15 member IT only call center. In 2018 we took on additional lines of services (HR & Facilities). I oversaw the training and transition of this new workload. My promotion to Supervisor was approved by IT in 2018 but took several years for HR to implement due to budgetary restraints and then the pandemic. My title became official in 02/2021.
  • During Pandemic was one of only 5 people working daily on site to maintain operations as the rest of the 600 member IT team worked remotely.
  • Redesigned our group interview/onboarding process to work in a 100% remote environment during pandemic. Decreased interview/onboarding process by 1.5 weeks.
  • Ran group interviews and voted in final selection of all new hires.
  • Redesigned new analyst training program which decreased time to get a new analyst up to team productivity levels by several months.
  • Re-designed/modernized the monthly report structure which cut in half the time it took to generate while exponentially increasing the amount of metrics available. This also allowed us to generate analyst specific reports for each team member for the fist time in the teams 15 year history.
  • Performed quarterly/annual staffing projections via an Erlang calculator process.
  • Weekly Change Advisory Board (CAB) member
  • Was a founding member of the RCAB, a CAB like body created to overhaul the self service portal and govern is constantly evolving content.
  • Implemented regular NOC fire/power emergency drills so that all staff were prepared in the case of Data Center emergency with potential to disrupt network wide operations and impact patient safety.
  • Work with other departments to improve processes, knowledge, understanding of the ServiceNow platform and strengthening their understanding and relationship with the Service Center.
  • Wrote and validated Knowledge articles as needed. We oversee a knowledge base of several thousand articles.
  • Fielded all calls where someone requested to speak to a manager or person of greater authority.
  • Took operational responsibility for functionality of team reporting to the Service Desk Manager. Documented, reported and advised the SDM on any performance/ behavioral issues among the staff.
  • Took over full SDM duties when the SDM was on PTO and extended leave. Now experienced in payroll, SOW, PO processes.
Saic (Science Applications Int.) - Service Desk Analyst
Fort Knox, KY, 06/2016 - 10/2017
  • Began as a contracted analyst and was hired on as FTE in 02/17.
  • First Tier telephone support delivering World Class IT customers service.
  • Troubleshooting, documenting, resolving and escalating issues as appropriate. Including but not limited to hardware, desktop, phone, network connectivity mobile device, printer and Epic (electronic medical record system) and security/password issues.
  • Part of the training team that new analysts would shadow and then I would reverse shadow in preparation for taking calls on their own.
  • Did regular walks of the NOC and Data Center to ensure systems were working within specified parameters.
Thermalito Union School District - Computer Technician
Oroville, CA, 07/2005 - 06/2016
  • 1099 Contracted Employee
  • Began mainly doing deployments for the State of Indiana and most of the local school districts.
  • Began being requested by customers to return to fill in for Tier 1 and Tier 2 support. Main clients included Delta Faucet, Federal Home Loan Bank of Indianapolis, USIC, State of Indiana and Hamilton Southeaster School District.
Corning - Help Desk Technician
Wilmington, NC, 06/2013 - 11/2015
  • Delivered Tier 1 & 2 level support to 250 employees between 13 locations as part of a 3 person IT team.
  • Covered all areas of support from procurement to imaging, software and hardware troubleshooting, new user training, employee credentialing an security setup in AD.
  • Began an asset management tracking system
  • Launched their first knowledge base.
  • Implemented and managed a new IP phone system
  • Door security, programming and inspections
Activities and Honors

CIO Award 2021 Q1

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Resume Overview

School Attended

  • University of Arizona
  • McCullough High School

Job Titles Held:

  • Service Desk Supervisor
  • Service Desk Analyst
  • Computer Technician
  • Help Desk Technician


  • Bachelor of Arts
  • High School Diploma

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