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Service Desk Team Lead skills for your resume and career

Updated January 8, 2025

5 min read

Below we've compiled a list of the most critical service desk team lead skills. We ranked the top skills for service desk team leads based on the percentage of resumes they appeared on. For example, 9.3% of service desk team lead resumes contained technical support as a skill. Continue reading to find out what skills a service desk team lead needs to be successful in the workplace.

15 service desk team lead skills for your resume and career

1. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how service desk team leads use technical support:

Head up a team that provides 24/7 Technical Support for a security, video monitoring and home automation platform.
Interacted with other Learning and company teams towards the successful coordination and implementation of training and technical support.

2. ITIL

Here's how service desk team leads use itil:

Ensured standardization, compliance and enforcement of Government policies and operating procedures (ITIL Foundation)* Provided training for I.T.
Implemented knowledge management process to ensure documentation creation was in accordance with FDA Quality management System, SAS70 and ITIL guidelines.

3. Infrastructure

Infrastructure includes the organizational and physical structures needed to run an area or a society smoothly. It is a group of basic facilities required for any society or firm to run sustainably and efficiently. The infrastructural system is a high investing area and helps majorly in flourishing the economy and prosperity of a country. It is an underlying system needed for ensuring the safety and comfort of the public and to run a country smoothly. All the tasks needed to be performed for a flourishing economy and a happy and healthy public are included in infrastructure.

Here's how service desk team leads use infrastructure:

Evaluate and recommend Desktop infrastructure hardware standards.
Designed and managed company wide imaging infrastructure.

4. Level Agreements

Here's how service desk team leads use level agreements:

Maintained round-the-clock work schedules to ensure optimal call coverage during peak call times and meet monthly account Service-Level Agreements.
Trained new management team on proper monthly statistics reports for Service Level Agreements to the clients.

5. ITSM

Here's how service desk team leads use itsm:

Manage requests using ITSM and Service-Now ticketing applications.
Replaced existing ticketing system (GWI) with fully ITIL-compliant ITSM product (FrontRange ITSM).

6. Incident Management

Incident management is a set of processes, practices, and solutions designed to restore a damaged service as quickly as possible in an event that could result in the loss or disruption of an organization's operations, services, or functions. The goal of incident management is to maintain and restore normal service operations as quickly as possible and reduce the negative impact on business operations.

Here's how service desk team leads use incident management:

Provide incident management for Windows Live/MSN Premier Partners.
Use Remedy incident management system.

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7. KPIs

Here's how service desk team leads use kpis:

Compiled statistics for metric and key performance indicators (KPIs).
Retrained existing agents to improve work efficiency and raise KPIs.

Select Skills To Add To Your Resume

Technical Support

ITIL

Infrastructure

Level Agreements

ITSM

Incident Management

8. Desktop Support

Here's how service desk team leads use desktop support:

Advanced desktop support at some client sites.
Network Implementation and Manage a team of Helpdesk, POS Support, and Desktop Support agents.

9. Performance Metrics

Here's how service desk team leads use performance metrics:

Develop a KPI performance measurement framework to evaluate service delivery and publish performance metrics monthly.
Managed and developed a team that consistently met and exceeded specific performance metrics.

10. SharePoint

Here's how service desk team leads use sharepoint:

Managed the support and integration of SharePoint site with other technologies.
Designed and managed new SharePoint RDNA User Services site.

11. Slas

Here's how service desk team leads use slas:

Improved service and quality by developing SLAs and implementing insightful customer surveys.
Conducted reviews of other service desk associate queues to ensure and enforce quality standards as well as maintain adherence to SLAs.

12. Remote Support

Here's how service desk team leads use remote support:

Provide comprehensive first-tier phone and remote support for the efficient resolution of technology problems and requests for end-users.
Service Desk Technician, Internal Service Desk Provide remote support for over 15 Long View client environments.

13. Service Management

Service Management is a customer-oriented approach to delivering information technology. Service Management focuses on providing a relationship with individual customers and adding value to customer assistance.

Here's how service desk team leads use service management:

Joined conference calls as needed to assist Availability Management and Service Management teams in troubleshooting efforts.
Assist with creation and publishing of Service Management Information, Service Levels and Service reviews.

14. Remedy

Here's how service desk team leads use remedy:

Monitored and delegated tasks from Remedy generated tickets to North American team technicians within a timely manner.
Research using Remedy ticketing system to report findings to upper management.

15. SCCM

Here's how service desk team leads use sccm:

Provided SCCM, Active Directory, Exchange, and Service desk training to new employees.
Maintained GPO and SCCM to ensure software and computers remained within company policy.

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List of service desk team lead skills to add to your resume

The most important skills for a service desk team lead resume and required skills for a service desk team lead to have include:

Technical Support
ITIL
Infrastructure
Level Agreements
ITSM
Incident Management
KPIs
Desktop Support
Performance Metrics
SharePoint
Slas
Remote Support
Service Management
Remedy
SCCM
OS
Email Accounts

Trouble Tickets
Mobile Device Management
Level Support
Customer Support
Help Desk
Technical Issues
VoIP
User Accounts
Windows Server
Windows XP
VPN
Direct Reports
Citrix
LAN
ACD
User Community
VIP

Performance Reviews
RSA
Network Troubleshooting
Account Creation
Call Monitoring
Unix
PCS
Technical Troubleshooting
QA
Microsoft Exchange
SME
Cab
Customer Complaints
Network Issues
Process Improvement

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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