What does a Help Desk Manager do?
Published 3 min read
A Help Desk Manager is responsible for managing a team of Help Desk Analysts who provide support to end users. The Help Desk Manager may also be responsible for training and mentoring new analysts, as well as managing the Help Desk budget.
Help Desk Manager job duties include:
- Manage the daily operations of the Help Desk
- Ensure that all Help Desk staff are properly trained
- Monitor ticket queues and ensure that all tickets are addressed in a timely manner
- Develop and implement Help Desk procedures and policies
- Manage Help Desk staff schedules
- Serve as the point of contact for escalated issues
- Generate reports on Help Desk performance metrics
- Perform quality assurance checks on Help Desk staff work
- Identify and resolve systemic issues affecting the Help Desk’s ability to provide quality service
- Serve as a liaison between the Help Desk and other departments within the company
Help Desk Manager Job Requirements
Most Help Desk Manager positions require at least a Bachelor's degree in computer science, information technology, or a related field. Many companies also prefer candidates who have experience managing a help desk or customer support team. Some employers may require certification, such as the Certified Information Systems Security Professional (CISSP) or Microsoft Certified Solutions Expert (MCSE).
Help Desk Manager Skills
- Communication
- Organization
- Customer Service
- Technical
- Help Desk
- Support
- Management
- Teamwork
- Problem Solving
- Time Management
- Decision Making
Related: Top Help Desk Manager Skills: Definition and Examples
How to become a Help Desk Manager
A Help Desk Manager is responsible for the daily operations of a help desk. They ensure that the help desk is staffed with qualified personnel and that all calls are handled in a timely and efficient manner. They also develop and implement policies and procedures to ensure that the help desk runs smoothly.
If you are interested in becoming a Help Desk Manager, you should have excellent customer service skills and be able to effectively manage a team of people. You should also be familiar with computers and have experience troubleshooting technical issues.
To become a Help Desk Manager, you will likely need to have several years of experience working in a customer service or technical support role. Once you have the necessary experience, you can apply for positions at larger companies or organizations. Alternatively, you can start your own help desk business.
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