What does a Helpdesk Manager do?
Published 4 min read
A Helpdesk Manager is responsible for the day-to-day operations of a help desk. They oversee a team of help desk technicians who provide support to customers and employees. The Helpdesk Manager is responsible for ensuring that the help desk runs smoothly and efficiently. They may also be responsible for training and development of help desk staff.
Helpdesk Manager job duties include:
- Develop, document, and implement processes and procedures for the Help Desk operation
- Ensure that all Help Desk procedures are documented, up-to-date, and followed by all staff
- Hire, train, and supervise Help Desk staff
- Develop and implement metrics to measure Help Desk performance and identify areas for improvement
- Monitor incoming calls, emails, and other channels for support requests and prioritize accordingly
- Dispatch support requests to appropriate staff members and follow up to ensure resolution
- Maintain knowledge of all company products and services and be able to provide basic support for them
- Stay up-to-date on industry trends and best practices in Help Desk operations
- Regularly review Help Desk procedures and make recommendations for improvements
- Perform other duties as assigned
Helpdesk Manager Job Requirements
The job requirements for a Helpdesk Manager vary depending on the company. However, most companies require a Helpdesk Manager to have a minimum of a bachelor's degree in computer science or a related field. In addition, many companies require certification in help desk management, such as the Certified Help Desk Professional (CHDP) certification offered by the International Association of Information Technology Professionals (IAITP). Experience working in a help desk environment is also generally required.
Helpdesk Manager Skills
- Communication
- Customer service
- Organization
- Time management
- Prioritization
- Problem solving
- Conflict resolution
- Training
- Supervising
- Mentoring
- Hiring
Related: Top Helpdesk Manager Skills: Definition and Examples
How to become a Helpdesk Manager
In order to become a Helpdesk Manager, there are a few key things that you will need to do. First, you will need to gain experience working as a helpdesk technician. This will give you the knowledge and skills necessary to effectively manage a helpdesk team. Once you have gained this experience, you will then need to obtain a management position within a company. This can be done by either applying for a management position within a company that has a helpdesk, or by starting your own helpdesk company.
Once you have obtained a management position, you will then need to start building your team. You will need to hire qualified technicians who have the skills and knowledge necessary to provide excellent customer service. You will also need to train your team members on the best practices for providing helpdesk support. Additionally, you will need to establish procedures and policies for your team to follow in order to ensure that they are providing quality support.
Finally, you will need to continuously monitor the performance of your team and make adjustments as necessary. This includes setting goals and objectives for your team, and regularly evaluating their performance against these goals. By doing this, you can ensure that your team is providing the best possible support to your customers.
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