Desk Manager Cover Letter

I am excited to be applying for the position of desk manager. Please accept this letter and the attached resume as my interest in this position.

In the previous role, I was responsible for remote technical support for standard configurations of workstations, personal computers and associated hardware and software.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Professional level IT work within a fast paced IT Help Desk environment
• Knowledge and experience in call center environments
• Familiarity with field labor procurement platforms
• Mature understanding of IT help desk management with a proven track record of delivering results and introducing key ITIL disciplines
• Lead by example and demonstrate the highest level of integrity
• ITIL Foundations certification or experience with ITIL service operations strongly preferred
• Active HDI Membership
• Strong foundation in ITIL principles

I am excited to be applying for the position of desk manager. Please accept this letter and the attached resume as my interest in this position.

Previously, I was responsible for first-level technical support to faculty, staff and students for personal computers, enters help tickets into Help Desk system for level two support, and broker IT services to University customers for all IT units.

Please consider my experience and qualifications for this position:

• Strong knowledge of IT Service Management practices and principles, and implementation of ITSM programs
• Understanding of key KPI’s and metrics
• Experience in supporting Google Apps for Work
• Extensive knowledge of computer hardware, including Dell desktops, laptops and workstations
• Experience with user permission settings and NTFS file and folder level security
• Knowledge management experience centered around KCS mythology and principles
• Solid understanding of ITIL best practices, performance analysis and continuous improvement
• BMC Remedy IT Service Management experience

I am excited to be applying for the position of desk manager. Please accept this letter and the attached resume as my interest in this position.

Previously, I was responsible for remote technical support to end users of company workstations, personal computers, hardware, software, and peripherals.

Please consider my qualifications and experience:

• Technical knowledge of laptop and desktop OS (Mac, PC, Linux) and central administrative maintenance tools (Casper, SCCM)
• Acutely client-focused – anticipate and be responsive to client needs
• Supervise an indirect team of Service Desk support staff versed in both CS Technology and reporting applications ensuring systems support processes and business continuity
• Create, manage & measure success of repeatable processes for the submission, evaluation and execution of reporting and service requests including incidence response actions
• Develop and continuously evolve Service Desk strategy, KPIs and set objectives such as incident turnaround times and resolution rate
• Manage systems validation, change management and process improvement including cost effective software license management
• Identify procedural gaps and work in conjunction with process improvement teams to improve existing processes
• Build and maintain productive relationships with various departmental teams allowing for greater collaboration and process improvements across all aspects of the business

Please consider me for the desk manager opportunity. I am including my resume that lists my qualifications and experience.

In the previous role, I was responsible for weekly updates to the Division’s Property Custodian to make certain the government’s property accounting system is updated accordingly.

Please consider my qualifications and experience:

• Implement and enforce quality assurance measurements to mitigate errors and risks
• Progress SD capabilities to continually support SIEA Operations allowing SIEA employees to scale
• Conduct periodic contact center site visits to ensure Service Desk processes are maintained, progressed and developed
• Potential travel to Latin America
• Positive, energetic, enthusiastic, sense of urgency
• Manage the Offshore Services Team to ensure both individual and team performance metrics met or exceeded
• Develop and monitor KPI’s based on continuous service improvements and contract
• Demonstrated record of outstanding success at transforming and improving efficiencies in Service Desk support at similar organizations where innovation, collaboration, customer service, and the user experience are paramount

Please consider me for the desk manager opportunity. I am including my resume that lists my qualifications and experience.

Previously, I was responsible for service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).

Please consider my experience and qualifications for this position:

• Experience using Workforce Management tools to optimize utilization
• Experience with CTI and other call center telephony technologies
• Capable of managing multiple high priority initiatives in a fast paced environment
• Leadership skills – has managed a team of 10 or more
• Knowledge and understanding of working with Remedy v8/9
• Active TS/SCI clearance or higher
• Understanding of the components within LAN/WAN network connectivity for Windows 10 environment
• Experience managing a highly functioning, well-oiled service desk