Skill Profile

Service Desk Team Lead

Improve your resume's success rate by using these Service Desk Team Lead skills and keywords.

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Service Desk Team Lead
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Skills

Service Desk Team Lead Resume Keywords and Skills (Hard Skills)

Here are the keywords and skills that appear most frequently on recent Service Desk Team Lead job postings. In other words, these are the most sought after skills by recruiters and hiring managers. Go to Sample Templates ↓ below to see how to include them on your resume.

Remember that every job is different. Instead of including all keywords on your resume, identify those that are most relevant to the job you're applying to. Use the free Targeted Resume tool to help with this.

Choose a category
  • Service Desk
  • ITIL
  • Active Directory
  • IT Service Management
  • Technical Support
  • Service Desk Management
  • Service Delivery
  •  Find out what your resume's missing
    •
  • Incident Management
  • Windows Server
  • Windows 7
  • Microsoft Exchange
  • ITIL Certified
  • Troubleshooting
  • Service-Level Agreements (SLA)
  • Windows 10
  • IT Management
  • ServiceNow
  • Information Technology
  • Servers
  • System Administration
  • Computer Hardware
  • Office 365
  • Networking
  • Software Documentation
  • Citrix
  • SharePoint
  • Windows

    •   Show full list

Resume Skills: Programming

Resume Skills: IT Management Software

Resume Skills: Operating Systems

Resume Skills: Applications

Resume Skills: Networking / Hardware

Resume Skills: Technical

Resume Skills: Networking and Infrastructure

Resume Skills: IT Frameworks/Methodologies

Resume Skills: Network & Systems

  Does your resume contain all the right skills? Paste in your resume in the AI Resume Scan ↓ section below and get an instant score.

Compare Your Resume To These Service Desk Team Lead Skills (ATS Scan)

Paste your resume below and our AI will identify which keywords are missing from your resume from the list above (and what you need to include). Including the right keywords will help you get past Applicant Tracking Systems (i.e. resume screeners) which may scan your resume for keywords to see if you're a match for the job.

Sample Service Desk Team Lead Resume Examples: How To Include These Skills

Add keywords directly into your resume's work experiences, education or Skills section, like we've shown in the examples below. Use the examples below as inspiration.

Choose a template
Your Name
Service Desk Team Lead
City, Country  •  (123) 456-789  •  [email protected]  •  linkedin.com/in/your-profile
EXPERIENCE
Resume Worded June 2019 - Present
Service Desk Team Lead
Led a high-performing team of technicians to meet and exceed 95% of service level agreements (SLA), utilizing IT Service Management best practices
Implemented a robust incident management process that resulted in a 30% increase in first contact resolution rates for IT-related issues
Directed the efficient deployment of ServiceNow, leading to a 20% reduction in ticket turnaround time
Microsoft July 2017 - May 2019
IT Service Desk Analyst
Successfully diagnosed and resolved over 2000 Active Directory, Microsoft Exchange, and Windows Server related issues, achieving a 97% customer satisfaction rate
Led a project that streamlined and standardized Windows 10 deployment across the organization, reducing setup time by 30%
Exceeded the incident response time target by 15% through troubleshooting and quick decision-making capabilities
Coached.com March 2015 - June 2017
Jr. System Administrator
Spearheaded the migration from Windows 7 to Windows 10 for over 200 workstations, completing the project 2 weeks ahead of schedule
Aided in the maintenance and troubleshooting of the organization's servers, reported a 10% improvement in uptime and availability
Reduced IT hardware expenses by 20% through effective Computer Hardware Lifecycle Management processes
EDUCATION
Resume Worded University May 2017
Master of Science in Information Systems
Specialization in IT infrastructure and Service Management
Resume Worded Academic Center May 2015
Bachelor of Science in Computer Science
Minor in Business Management
Dean’s List 2014 (Top 10%)
SKILLS
Operating Systems: Windows Server, MacOS, Linux, UNIX
Applications: Office 365, Google Workspace, JIRA, Zendesk
Programming: Python, Java, C++, SQL
Networking / Hardware: Cisco Systems, NetApp, HP, Dell
OTHER
Certifications: ITIL v3 Foundation Certified, Certified IBM Service Desk Manager
Volunteering: IT Support Volunteer, TechSoup Global; Provided tech support and guidance to nonprofits
Projects: Initiated and led the IT department's first adoption of cloud technologies, saving the company an estimated 15% in annual resource costs.
Professional Training: Completed intense training in leadership, customer service, and project management at Microsoft University
Your Name
Service Desk Manager
City, Country  •  (123) 456-789  •  [email protected]  •  linkedin.com/in/your-profile
EXPERIENCE
Coached.com October 2018 - Present
Service Desk Manager
Executed the development of an ITIL-driven Service Desk, leading to an overall 25% improvement in the quality of services delivered
Oversaw a team of 10 technicians in providing technical support, increasing team efficiency by 30%
Championed the successful implementation of Active Directory, reducing user management time by 40%
IBM January 2016 - September 2018
Service Desk Team Lead
Managed Service-Level Agreements (SLA) adherence effectively, sustained a 98% SLA compliance rate across multiple service areas
Introduced a proactive Incident Management system that decreased system downtime by 35%
Orchestrated a comprehensive Windows Server update, delivering a 10% enhancement in system performance
Resume Worded February 2013 - December 2015
Technical Support Specialist
Handled more than 1000 incidents related to Information Technology issues, maintaining a 99% closure rate
Played a key role in the implementation of the ServiceNow platform, reducing ticket resolution time by 20%
Leveraged broad knowledge of computer hardware to solve complex hardware issues, earning recognition for excellent problem-solving skills
EDUCATION
Resume Worded University May 2012
Master of Business Administration – Information Systems
Awards: Top Performer – Information Systems Strategy and Applications class
Resume Worded Institute May 2010
Bachelor of Science – Computer Science
Specialty Coursework: Programming Languages, Data Structures, Computer Networks, Operating Systems, Database Management Systems
SKILLS
Technical Skills: Java, Python, C++, SQL, HTML5, CSS, Shell Scripting, MATLAB
Project Management Tools: JIRA, ServiceNow, Trello, Asana, MS Project, Slack, SharePoint
Networking and Infrastructure: TCP/IP, Ethernet, VPN, DNS, DHCP, VMware, Hyper-V, Firewalls
Operating Systems: Windows Server 2010/2012/2016, Linux (Ubuntu, CentOS ), macOS
OTHER
Certifications: ITIL v3 Foundation Certificate, Certified Scrum Master (CSM)
Awards: Recognized as 'Service Desk Captain' for exemplary service and leadership at Coached.com
Leadership & Volunteering: Active member, International Association of IT Asset Managers (IAITAM),
Projects: Implemented an AI-based ticket triage system improving ticket resolution rate by 35% at Resume Worded
Your Name
IT Service Manager
City, Country  •  (123) 456-789  •  [email protected]  •  linkedin.com/in/your-profile
EXPERIENCE
Resume Worded August 2020 - Present
IT Service Manager
Managed the delivery of IT service management initiatives, contributing to a 25% operational cost reduction
Expanded the IT Service Desk globally, improving technical support coverage by 100%
Devised and implemented ITIL procedures that improved incident resolution times by 35%
Google June 2017 - July 2020
Service Desk Manager
Led a team of 15 engineers providing world-class IT service desk support, consistently meeting 100% of the IT service level agreements
Reduced incident response times by 25% by incorporating the ServiceNow tool into the incident management process
Streamlined the Active Directory user management process, leading to a 30% reduction in user management issues
Coached.com January 2015 - May 2017
System Administrator
Facilitated the efficient management of 300+ Windows 7 workstations, reducing system failure rate by 15%
Managed the company's servers, ensuring a 98% uptime
Implemented a new Microsoft Exchange system resulting in enhanced email communication efficiency of 35%
EDUCATION
Resume Worded University July 2020
Master of Science - Information Technology Management
Recipient: University Award for Academic Excellence
Resume Worded Academic Center January 2015
Certified IT Service Manager
Part-time certification while at Coached.com
Emphasized on ITIL, KPI, SLA, and Incident Management
SKILLS
IT Management Software: MS Azure, JIRA, Confluence, ServiceNow, Zendesk
Programming & Databases: Python, JavaScript, SQL, Oracle, MySQL, C++
IT Frameworks/Methodologies: ITIL, Agile, Scrum, Kanban, LEAN
Network & Systems: Windows Server, Linux, Red Hat, UNIX, Network troubleshooting

How do I add skills to a Service Desk Team Lead resume?

1
Review the job posting closely.

Go through the Service Desk Team Lead posting you're applying to, and identify hard skills the company is looking for. For example, skills like Active Directory, ITIL and Service Desk are possible skills. These are skills you should try to include on your resume.

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2
Add industry skills like Incident Management and IT Service Management.

Add other common skills from your industry - such as Service Desk Management, Technical Support and Service Delivery - into your resume if they're relevant.

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3
Add skills into your work experience.

Incorporate skills - like Windows 10, Windows and System Administration - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

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4
Emphasize accomplishments that involved a team.

Teamwork is a common competency hiring managers look for, particularly for Service Desk Team Lead roles, so include at least 1-2 examples of accomplishments that involved leading a team, or collaborating with others to complete a project.

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5
Highlight leadership and management skills.

Hiring managers often want to see evidence of leadership and management on a Service Desk Team Lead resume, so try to include any examples of where you led a project or managed other people.

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6
Use the exact job title.

Try to add the exact job title, Service Desk Team Lead, somewhere into your resume to get past resume screeners. See the infographic for how to do this.

Expand

Word Cloud for Service Desk Team Lead Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Service Desk Team Lead job descriptions. The bigger the word, the more frequently it shows up on employer's job postings. If you have experience with these keywords, include them on your resume.

Top Service Desk Team Lead Skills and Keywords to Include On Your Resume

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Service Desk Team Lead Resume Templates

Here are examples of proven resumes in related jobs and industries, approved by experienced hiring managers. Use them as inspiration when you're writing your own resume. You can even download and edit the resume template in Google Docs.

Resume Example
Customer Service Representative

Customer Service Representative Resume Sample
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Customer Service Manager

Customer Service Manager Resume Sample
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Resume Example
Customer Service Supervisor

Customer Service Supervisor Resume Sample
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Resume Example
Entry Level Customer Service Representative

Entry Level Customer Service Representative Resume Sample
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Resume Example
Field Service Technician

Field Service Technician Resume Sample
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Resume Example
Environmental Service Technician

Environmental Service Technician Resume Sample
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Frequently Asked Questions

What skills should you add to a Service Desk Team Lead resume?

On top Service Desk Team Lead resumes, skills like Service Desk, ITIL, Active Directory, IT Service Management, Technical Support, Service Desk Management, Service Delivery and Incident Management appear most often.

Depending on the exact role you're applying to, skills like Windows Server, Windows 10, Windows, System Administration and Citrix can also be effective keywords to include on your resume.

Target your Resume to a Job Description

While the keywords above are a good indication of what skills you need on your resume, you should try to find additional keywords that are specific to the job. To do this, use the free Targeted Resume tool. It analyzes the job you are applying to and finds the most important keywords you need on your resume.

It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters.

Start targeting your resume

© 2024 Resume Worded. All rights reserved.

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