Top 10 Helpdesk Manager Certifications

Certifications are important for a helpdesk manager in the job market because they demonstrate to employers that an individual has the knowledge and skills necessary to successfully manage a helpdesk. Certifications provide proof of a person’s abilities and qualifications, allowing them to stand out from other applicants. In addition, certifications can also be used as a tool for career advancement, as many employers prefer to hire individuals who have been certified by recognized organizations. Finally, certifications provide recognition of an individual’s commitment to their profession and can be used as evidence of continued professional development.

The purpose of this article is to provide an overview of the most beneficial certifications for Helpdesk Managers and explain how they can help further their career.

What are Helpdesk Manager Certifications?

Helpdesk Manager Certification is a professional certification program designed to help individuals demonstrate their knowledge and skills in managing and leading help desk operations. Helpdesk Managers are responsible for overseeing the daily operations of the help desk, including providing technical support, troubleshooting, customer service, and end-user training. The certification program helps individuals demonstrate that they have the necessary knowledge and skills to effectively manage a help desk team.

The certification program provides an understanding of the basics of help desk management, including best practices for managing staff, implementing processes and procedures, developing customer service strategies, and leveraging technology to improve efficiency. It also covers topics such as problem solving techniques, performance metrics, communication skills, change management strategies, and how to use data analysis tools to identify trends in customer support requests.

By obtaining a Helpdesk Manager Certification individuals are able to demonstrate their expertise in managing a successful helpdesk operation. This can be beneficial when applying for jobs or promotions within IT departments or other organizations that require managers with specialized knowledge in this area. Furthermore it can provide recognition from peers as well as potential employers which can increase job opportunities.

Pro Tip: Make sure to research the different helpdesk manager certifications available and understand which will best fit your current and future career goals. Also, look into any continuing education requirements that may be needed to maintain the certification.

Related: What does a Helpdesk Manager do?

Top 10 Helpdesk Manager Certifications

Here’s our list of the best certifications available to Helpdesk Managers today.

1. ITIL Foundation Certification

ITIL Foundation Certification is a globally recognized qualification that demonstrates an individual’s knowledge and understanding of the ITIL framework. It is designed to provide an understanding of how ITIL can be used to improve the quality of IT service management within an organization.

The certification consists of a two-hour exam, which tests knowledge across five key areas: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. The exam is made up of 40 multiple choice questions and requires a minimum score of 65% to pass.

The certification process typically takes around four weeks from registration to completion. To get certified, individuals must register for the exam with an accredited training provider or through PeopleCert’s online portal. Once registered, they will have access to study materials such as books and videos. After studying these materials, individuals should book their exam date with the same provider or through PeopleCert’s portal. On the day of the exam, individuals will need to bring two forms of identification (one must be photo ID) in order to gain entry into the testing center.

The cost of ITIL Foundation Certification varies depending on which training provider you choose. Generally speaking, it costs between $200 - $400 USD per person for the course and exam fees combined.

2. CompTIA A+ Certification

CompTIA A+ certification is an industry-recognized credential that validates a technician's knowledge and skills in computer hardware, software, networking, security, and troubleshooting. It demonstrates expertise in the installation, configuration, maintenance, and repair of personal computers and other related devices. CompTIA A+ is a vendor-neutral certification accepted by many employers around the world.

The CompTIA A+ certification requires two exams: Core 1 (220-1001) and Core 2 (220-1002). The exams are 90 minutes long each and cover topics such as mobile devices, networking technology, hardware, virtualization and cloud computing, security, software troubleshooting and operational procedures.

To get CompTIA A+ certified you must first register for the exams on the CompTIA website. Once registered you will need to find an authorized testing center near you to take the exams. You can search for testing centers on the CompTIA website or contact your local college or university to see if they offer testing services.

The cost of obtaining the CompTIA A+ certification varies depending on where you take the exams but typically ranges from $250-$400 USD per exam.

3. Microsoft Certified Solutions Expert (MCSE)

Microsoft Certified Solutions Expert (MCSE) is a certification program designed by Microsoft to recognize IT professionals who have the skills and knowledge necessary to design, implement, and manage complex IT solutions. It is a globally recognized certification that demonstrates an individual’s expertise in the latest technologies from Microsoft.

It typically takes between 6-12 months of study and preparation to get MCSE certified. To become certified, you must pass one or more exams that demonstrate your knowledge of the technology you are certifying for. The cost of each exam varies depending on the exam type and provider. Generally speaking, an MCSE certification costs around $150 per exam plus any additional fees associated with taking the exam.

To get MCSE certified, you must first determine which exams you need to take based on the technology you want to certify for. After identifying which exams you need to take, you can register for them through a testing center or online through a variety of providers such as Prometric or VUE. Once registered, you will need to study hard and prepare for the exams using materials provided by Microsoft or third-party vendors such as books, practice tests, and online courses. After passing all required exams with a score of 700 or higher, you will receive your MCSE certification from Microsoft.

4. HDI Customer Service Representative Certification

HDI Customer Service Representative (CSR) Certification is a professional certification program designed to recognize customer service professionals who have demonstrated the knowledge, skills, and abilities necessary to provide excellent customer service. The certification is offered by the Help Desk Institute (HDI), an international organization dedicated to advancing the practice of customer service and technical support.

The HDI CSR Certification consists of two parts: a written exam and a practical application assessment. The written exam covers topics such as customer service fundamentals, problem-solving strategies, communication techniques, and conflict resolution. The practical application assessment requires applicants to demonstrate their ability to apply their knowledge in real-world scenarios.

It typically takes between three and six months to complete the HDI CSR Certification process. Applicants must first register for the certification program with HDI and pay a fee of $395 USD. They then have up to one year to take the written exam and submit their practical application assessment. Once both components are completed successfully, applicants will be awarded the HDI CSR Certification.

The cost of obtaining the HDI CSR Certification is $395 USD. This fee covers registration for the certification program, access to study materials, and administration of both components of the certification process (written exam and practical application assessment).

5. Microsoft Certified Professional (MCP)

Microsoft Certified Professional (MCP) is an industry-recognized certification that demonstrates a professional’s ability to use Microsoft technology. It is designed to validate the skills and knowledge of IT professionals who work with Microsoft products, technologies, and solutions.

To become an MCP, you must pass one or more exams from the Microsoft Certification Program. The number of exams required depends on the certification you are pursuing. Generally, it takes between one and four exams to achieve a Microsoft Certified Professional certification.

The cost of each exam varies depending on the country in which it is taken, but typically ranges from $100–$150 USD per exam. You can find more information about pricing for specific exams on the Microsoft Learning website.

To get started on your path to becoming an MCP, you will need to create a free account on the Microsoft Learning website. This will allow you to register for exams and track your progress toward certification. Once you have registered for an exam, you can purchase vouchers or schedule a time at a testing center near you.

Once you have passed all of the necessary exams, your results will be sent directly to Microsoft and your certification will be awarded within two weeks of passing your final exam.

6. HDI Support Center Analyst Certification

HDI Support Center Analyst Certification is a certification program offered by HDI, the world’s largest membership organization for technical support and service management professionals. The certification is designed to validate the knowledge and skills of IT service and support professionals in areas such as customer service, problem solving, incident management, and communication.

The certification consists of two exams: HDI Support Center Analyst (HDI-SCA) and HDI Desktop Support Technician (HDI-DST). Both exams are administered online through Pearson VUE.

It takes approximately 3-4 hours to complete each exam. The cost for the HDI Support Center Analyst exam is $195 USD, while the cost for the HDI Desktop Support Technician exam is $125 USD.

In order to obtain the HDI Support Center Analyst Certification, you must pass both exams with a score of 70% or higher. Once you have passed both exams, you will receive an official certificate from HDI that validates your knowledge and skills as an IT service and support professional.

7. HDI Desktop Support Technician Certification

HDI Desktop Support Technician Certification is a certification program designed to recognize professionals who have demonstrated proficiency in the areas of technical support and customer service. This certification is offered through HDI, an organization that provides training and certification for help desk and desktop support professionals.

The HDI Desktop Support Technician Certification consists of two exams: the HDI Desktop Support Technician Exam and the HDI Customer Service Representative Exam. The Desktop Support Technician Exam focuses on topics such as computer hardware, software installation, troubleshooting, networking, and security. The Customer Service Representative Exam focuses on topics such as customer service skills, communication skills, problem solving, and conflict resolution.

To obtain the HDI Desktop Support Technician Certification, individuals must pass both exams with a score of 70% or higher. The exams can be taken online or at an authorized testing center. Each exam costs $125 USD and takes approximately 2 hours to complete.

In order to prepare for the exams, individuals can take advantage of self-study materials available from HDI or enroll in instructor-led courses offered by authorized training centers. Additionally, there are practice tests available online that can help individuals prepare for their exams.

Overall, obtaining the HDI Desktop Support Technician Certification requires passing two exams at a cost of $250 USD and taking approximately 4 hours to complete both exams.

8. Microsoft Certified Systems Administrator (MCSA)

Microsoft Certified Systems Administrator (MCSA) is a certification program offered by Microsoft that validates the skills of IT professionals in managing and maintaining Windows-based systems. This certification is designed to help IT professionals develop their expertise in deploying, configuring, managing, and administering Windows-based networks. It also helps them become more proficient in troubleshooting network problems and understanding the fundamentals of networking technologies.

The MCSA certification typically takes 12 months or less to complete depending on your prior experience and knowledge. To earn the MCSA you must pass three exams: Installing and Configuring Windows Server 2012/2016, Administering Windows Server 2012/2016, and Configuring Advanced Windows Server 2012/2016 Services.

To get started on your MCSA journey, you will need to register for an account with Microsoft Learning. Once registered, you can purchase the exam vouchers from Microsoft Learning or from one of its authorized partners. The cost of each exam varies depending on where you purchase it from but typically ranges between $150-$200 per exam voucher.

9. Apple Certified Support Professional (ACSP)

Apple Certified Support Professional (ACSP) is an Apple certification program that provides professionals with the knowledge and skills to support Mac computers, iPhones, iPads, Apple TVs, and other Apple products. This certification is designed for IT professionals who work in a customer service or technical support role.

To become an ACSP certified professional, you must complete the ACSP 10.14 exam which covers topics such as troubleshooting Mac hardware and software issues, configuring system preferences, setting up user accounts, and more. The exam takes approximately 90 minutes to complete and requires a passing score of at least 80%.

The cost of taking the ACSP 10.14 exam is $200 USD. You can purchase the exam through the Apple Certification website or through an authorized training provider. Once you have completed the exam successfully, you will receive your official ACSP certification from Apple.

In addition to passing the exam, you must also meet certain prerequisites in order to become an ACSP certified professional. These include having at least six months of experience working with Mac computers and being able to demonstrate basic proficiency in using macOS operating systems.

10. CompTIA Network+ Certification

CompTIA Network+ is an internationally recognized certification that validates the knowledge and skills of IT professionals in network technologies, installation, configuration, troubleshooting and management. The certification covers a wide range of topics including network architecture, topologies, protocols and standards.

It typically takes about three months to prepare for the CompTIA Network+ exam. This includes studying for the exam as well as hands-on experience with networking hardware and software. It is recommended that candidates have at least nine to twelve months of networking experience before attempting the exam.

The CompTIA Network+ exam consists of 90 multiple choice questions that must be completed within 90 minutes. To pass the exam, candidates must score at least 720 out of 900 points. The cost for the exam varies depending on location but is generally around $300 USD.

To obtain the CompTIA Network+ certification, candidates must pass the CompTIA Network+ exam and meet any other requirements set forth by CompTIA. Once certified, individuals can demonstrate their expertise in networking technologies and gain recognition from employers or clients who value this type of credential.

Do You Really Need a Helpdesk Manager Certificate?

A helpdesk manager certificate can be a great way to demonstrate your knowledge and expertise in the field, but it is not always necessary. Whether or not you need a certificate will depend on factors such as your current job and the industry you work in.

If you are already employed as a helpdesk manager, having a certificate may not be necessary. Depending on the size of your organization, you may have already received the training and experience needed to do the job effectively. However, if you are looking to move up in the ranks or switch companies, having a certificate may give you an edge over other applicants. It could also potentially open up more opportunities for advancement within your current company.

In addition, if you work in an industry where helpdesk managers are highly sought after, such as IT or healthcare, having a certificate could make all the difference when it comes to landing an interview or getting hired. The additional knowledge and skills that come with a helpdesk manager certification can demonstrate your commitment to excellence and set you apart from other candidates who lack one.

Ultimately, whether or not you need a helpdesk manager certificate depends on many factors. If you are already working in this field and feel confident in your abilities without one, then it may not be necessary for you to pursue certification at this time. However, if you want to give yourself an edge over other applicants or gain recognition within your industry, then obtaining certification could be beneficial for advancing your career.

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FAQs About Helpdesk Manager Certifications

FAQ 1: What is a Helpdesk Manager Certification?

Answer: A Helpdesk Manager Certification is a professional credential that demonstrates expertise in managing and leading help desk operations. It is designed to demonstrate the knowledge and skills necessary to effectively manage help desk teams, develop workflows and processes, and troubleshoot customer support issues.

FAQ 2: What are the benefits of becoming certified?

Answer: Becoming certified as a Helpdesk Manager can provide numerous benefits including increased job opportunities, higher salary potential, greater respect from peers and colleagues, improved credibility among customers and other stakeholders, and enhanced skills in managing help desk operations.

FAQ 3: How long does it take to become certified?

Answer: The amount of time required to become certified will vary depending on the type of certification you pursue. Generally speaking, most certifications require anywhere from 6 months to 2 years of study or experience in order to qualify.

FAQ 4: Is there an exam I need to take for certification?

Answer: Yes, most certifications require applicants to pass an exam in order to receive their credentials. The exam content varies depending on the specific certification program but typically includes topics such as customer service principles, ITIL principles, best practices for help desk management, team leadership principles, problem-solving techniques and more.

FAQ 5: Where can I find resources for studying for my certification exam?

Answer: There are numerous resources available online for studying for your certification exam including books, websites, practice tests and more. Additionally many organizations offer training courses designed specifically for preparing individuals for their certification exams.