Applying for a Helpesk Manager job, Need resume help..

shaX 07

I am applying for a Helpdesk manager job and would like some feedback on my resume and cover letter. If some of you could please take a look and let me know what you think and if I should change or modify anything, please let me know. Thanks!

peakbagger66

shaX 07 wrote: »

I am applying for a Helpdesk manager job and would like some feedback on my resume and cover letter. If some of you could please take a look and let me know what you think and if I should change or modify anything, please let me know. Thanks!

CoverLetter-NoNames.doc

Resume-NoNames.doc

What is the verbiage on the job ad? Can you include it in your post?

shaX 07

Title: Manager of Desktop Services
Department: Information Technology
Pay Type: Salaried
Purpose of the Position/Job Summary: (company name) invites applications for a Manager of Desktop Services to work in (company)'s Information Technology division. The Manager of Desktop Services manages the Help Desk and is responsible for the day-to-day operations of a centralized technical Desktop Support Team. He/She manages the activities required to install, configure, upgrade, troubleshoot and/or replace desktop and laptop computers, software, mobile devices, peripherals and other specialized hardware while aligning support and service with the mission of the (company name) and the CIO.

The successful candidate will be subject to a criminal history background check and credit check.

Education/Skills Requirements: A Bachelor's degree or a combination of an Associate's degree/college coursework plus equivalent relevant work experience is required.

Applicants must possess excellent verbal, written and interpersonal communications skills; demonstrated excellence in management and solving ambiguous and often complex problems creatively; demonstrated excellence in customer service; the ability to continually learn and apply new skills and technologies; and the ability to multitask.
Experience with Desktop Support tools including ticket tracking system, centralized management of computers, ACD call systems, and other methods of client support.

Experience Requirements and/or Equivalents: Required:
Demonstrated technical knowledge of Windows, Apple and Linux management in enterprise environment.
A minimum of 5 years experience working in a position requiring effective decision making and problem solving abilities.
A minimum of 5 years working in a technical support role.
A minimum of 5 years of Macintosh, Windows and Microsoft Office Support.
A minimum of 2 years management experience.
A minimum of 2 years of desktop support in an enterprise role.
A minimum of 2 years working effectively in a customer service role.
Preferred:
Experience working in an academic environment.
Experience in technical training and documentation.
Experience with Microsoft Exchange.
Experience with Altiris/Symantec Management Suite

jblake1986

My worry would be I see no Mac experience or school setting enviroment. That is a big jump from desktop support to a salaried manager.

shaX 07

jblake1986 wrote: »

My worry would be I see no Mac experience or school setting enviroment. That is a big jump from desktop support to a salaried manager.

I can't argue with you there. Where I currently work, we don't support Macs, and I really have no experience with them. As far as school setting goes, I understand that, however where I work now is a much larger, more complex IT environment and I hope they see that as a good thing. I know that I am not the ideal candidate, but i'm giving it a go anyway..

ssampier

I sent some personal comments. I want to expound somewhat.

When you are interviewed you may want to consider what initiatives/projects you would undertake in the first 90 or 100 days if you got the job.

A couple of past and present school I/T managers did that and it worked well for them.

A few ideas:
- One large school district didn't know how many computers they had.
- Once you count them, make sure you have good warranty information and documentation.
- Regularly evaluate the tasks each tech has. School have a habit of lopsided responsibilities and especially get clarity on overtime pay or comp time

I know techs who have walked off the job after 40 hours just to prove a point about overtime hours
- Consider backups, if that's helpdesk job, and consider PC backup if possible
- Keep your people motivated. School salaries are often lower than private sector. Often, people will stay if they are treated better at the school than elsewhere.


Another consideration

Is this public or private school? If public, even though this isn't your area know what E-Rate is. You don't necessarily need to know how to apply for it. That's the network admin or accountant's job.

peakbagger66

Well, it's been almost a decade since I had to write one and I am not a pro-writer BUT I have had the most success when I target the resume specifically for the job advertisement.
Up at the top of the resume, I usually like to write out in list format my "Key Qualifications" as they pertain to the job description.
The Key Qualifications is only a few lines and each list item usually starts off with something like "Superb, Extensive, Superior..."
You could lead it with an item that summates your experience in one line:
"Desktop Support Specialist with x years of proven experience in Help desk and Desktop support, including installing, configuring, upgrading, and troubleshooting desktop and laptop hardware." (notice how I echoed part of the job ad there).

Then, you would try to write other qualifications that pertain to skills you would use as a manager - something like -
"Extensive experience working with other teams towards the successful outcome of desktop related projects." (I don't know if you actually did that, that is just an example.)


In the job descriptions you could modify the descriptions so that they emphasize how they relate to the duties of the job ad.
I thought the cover letter was targeted pretty well. Try to bring what you wrote in your cover letter into your resume portion.
Minor nitpick - your past job duties should be past tense, your current job duties present tense.
Anyways, it sometimes took me hours of finessing verbiage to target an ad, but hopefully you can see what I am rambling at . I'm sure my approach can use improvement too.
Good luck!