Nick Youssef
Summary
IT Support Manager with 8+ years of progressive experience leading service desk teams, driving operational excellence, and delivering high-quality technical support. Proven ability to manage 24/7 operations, coach high-performing teams, and improve SLA compliance. Skilled in stakeholder communication, incident response, and process optimization. Passionate about building a proactive, customer-first IT culture.
Overview
11
11
years of professional experience
Work History
Service Desk Manager
Helix Systems
03.2024 - Current
- Lead a 24/7 service desk team of 20+, improving first-call resolution rate by 18% through targeted training and process updates
- Implemented knowledge base improvements, cutting average resolution time by 25%
- Partner with engineering and infrastructure teams to resolve escalated issues, reducing open ticket backlog by 40%
- Developed KPI dashboards to monitor trends, driving data-informed decisions
Service Desk Team Lead
Helix Systems
08.2023 - 03.2024
- Managed queue assignments and live dispatching, cutting SLA breaches by 15%
- Mentored junior staff and created onboarding documentation to reduce ramp-up time
- Acted as primary escalation point and improved client satisfaction scores from 88% to 95%
System Engineer
Helix Systems
08.2021 - 08.2023
- Provided technical support for applications including Office 365, Google Workspace, Outlook, Slack, Zoom, and QuickBooks
- Administered Office 365/Google Workspace; managed delegate access, shared mailboxes, and distribution lists
- Resolved file sync issues with OneDrive, Dropbox, and Google Drive; addressed email and hardware issues
- Documented support requests thoroughly to maintain consistent service quality
IT Support Analyst
ReSource Pro
01.2019 - 08.2021
- Delivered desktop and infrastructure support for both onsite and remote users
- Managed service request tickets and project-based technical support tasks
IT Support Associate
ReSource Pro
10.2016 - 08.2021
- Assisted with hardware procurement and inventory management
- Ensured efficient asset tracking and device deployment
IT Support Intern
ReSource Pro
06.2016 - 10.2016
- Provided level 1 support and maintained project documentation
Library / Helpdesk Student Assistant
Doane University
06.2014 - 05.2016
- Provided level 1 helpdesk support to faculty, staff, and students
Education
Bachelor of Science - Physics
Doane University
Crete, NE05.2016
Skills
- Office 365 and Google Workspace
- Collaboration tools
- Video conferencing solutions
- Active directory management
- Ticketing systems expertise
- Multi-factor authentication
- Hardware troubleshooting
- Network diagnostics
- Team leadership
- Escalation management
- Service level agreement monitoring
- Process improvement strategies
- Service desk management
- Training and development programs
- Customer communication skills
- Incident management
Websites
References
References available upon request.
Timeline
Service Desk Manager
Helix Systems
03.2024 - Current
Service Desk Team Lead
Helix Systems
08.2023 - 03.2024
System Engineer
Helix Systems
08.2021 - 08.2023
IT Support Analyst
ReSource Pro
01.2019 - 08.2021
IT Support Associate
ReSource Pro
10.2016 - 08.2021
IT Support Intern
ReSource Pro
06.2016 - 10.2016
Library / Helpdesk Student Assistant
Doane University
06.2014 - 05.2016
Bachelor of Science - Physics
Doane University
Similar Profiles
Nick YoussefNick Youssef
Service Desk Manager at Helix SystemsService Desk Manager at Helix Systems
Marlon BandeiraMarlon Bandeira
Subsea Engineer at HELIX DO BRASIL (Siem Helix 2 )Subsea Engineer at HELIX DO BRASIL (Siem Helix 2 )
Jason SaezJason Saez
Technical Writer at Macro HelixTechnical Writer at Macro Helix
Jarvis BrownJarvis Brown
Service Desk Manager at LeidosService Desk Manager at Leidos
Indranil ChowdhuryIndranil Chowdhury
Service Desk Manager at HCL TechnologiesService Desk Manager at HCL Technologies