What does a Service Desk Manager do?
Published 3 min read
A Service Desk Manager is responsible for the day-to-day operations of a service desk. They ensure that the service desk is staffed and that all calls are answered in a timely manner. They also work with other departments to resolve issues and ensure that the service desk is running smoothly.
Service Desk Manager job duties include:
- Answer incoming calls and provide technical support to customers
- Troubleshoot hardware, software, and network issues
- Escalate complex issues to higher level support staff or managers as needed
- Log all customer interactions in the ticketing system
- Monitor ticketing system for new or assigned tickets
- Prioritize and assign tickets to appropriate support staff
- Follow up with customers to ensure issue has been resolved
- Generate reports on support activity levels and customer satisfaction
- Train new support staff on company policies and procedures
Service Desk Manager Job Requirements
The job requirements for a Service Desk Manager vary depending on the company. However, most companies require a Service Desk Manager to have a Bachelor's degree in computer science or a related field. They may also require certification, such as the Certified Information Systems Manager (CISM) or Certified Information Security Manager (CISM). In addition, most companies require several years of experience working in IT service management.
Service Desk Manager Skills
- Communication
- Customer service
- Organization
- Time management
- Stress management
- Problem solving
- Active listening
- Decision making
- Conflict resolution
- Teamwork
- Negotiation
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How to become a Service Desk Manager
A Service Desk Manager is responsible for the overall operation of a company's service desk. They are responsible for ensuring that the service desk is staffed and equipped to handle the volume of calls and requests that come in, as well as managing the budget for the service desk. They also work closely with other departments within the company to ensure that the service desk is meeting the needs of the business.
To become a Service Desk Manager, you will need to have experience working in a customer service environment, as well as experience managing a team of customer service representatives. You will also need to be able to effectively communicate with other departments within the company, as well as vendors and other external partners. In addition, you will need to have strong analytical and problem-solving skills to be able to effectively manage the service desk and resolve any issues that may arise.
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