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Help Desk Manager Job Description

Help desk managers supervise technical support teams, track performance, and ensure that customer service standards are maintained. They train and support help desk technicians and manage any escalations.

Help Desk Manager Job Description Template

We are looking for an experienced help desk manager to oversee our desktop support team in providing exemplary technical support to our clients. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical issues.

To be successful as a help desk manager you should have excellent interpersonal and conflict management skills. Ultimately, a top-notch help desk manager should be able to ensure that our clients receive professional and efficient technical support.

Help Desk Manager Responsibilities:

  • Managing and supporting a team of help desk technicians.
  • Mentoring your team, providing training, and conducting performance evaluations.
  • Monitoring team performance and developing feedback reports for management.
  • Communicating with clients and providing in-person and phone support, if required.
  • Troubleshooting and resolving technical issues.
  • Managing escalations and ensuring any issues are resolved in a timely manner.
  • Making recommendations to improve operational efficiency.

Help Desk Manager Requirements:

  • Bachelor's degree in computer science, information technology, or a related field.
  • At least two years of experience as a Help Desk Manager or in a technical support role.
  • Strong technical background.
  • Excellent analytical and troubleshooting skills.
  • Ability to work under pressure.
  • Excellent leadership and people management skills.
  • Strong customer service skills.

Related Articles:

Help desk specialist job description, help desk technician job description, help desk manager interview questions, help desk specialist interview questions, help desk technician interview questions.

Help Desk Manager

job description for help desk manager

United States

job description for help desk manager

United Kingdom

job description for help desk manager

Netherlands

job description for help desk manager

Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes.

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Service Desk and Support Manager: Role Description and Responsibilities

job description for help desk manager

The service desk provides an important role for businesses, as it serves as the point of contact for all issues related to IT. In this critical role, the service desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and, whenever possible, providing a first-contact resolution for customers.

In addition to these essential tasks, the service desk is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and, perhaps most importantly, often service as the face, or voice, of the organization to customers. A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics.

Customer Expectations of the Service Desk

As the first point of contact for customers for any IT issues, the service desk can have a big impact on customer experiences and how businesses are viewed by customers. As a result, it’s important that the service desk is effective, efficient, and always improving. Having a strong service desk and support manager is one of the most effective ways to ensure that the service desk meets and exceeds internal and external expectations.

The Skills Needed to Be a Good Service Desk Manager

The service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. To meet these many demands, a good service desk manager must have:

  • The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
  • A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
  • An ability to balance and plan the short-term actions of the team.
  • Knowledge and understanding of all relevant industry standards.
  • Knowledge and understanding of best practices for service management.
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.
  • An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
  • A complete understanding of the organization’s business.
  • An ability to think critically about systems and to make adjustments consistently as needed.
  • The ability to manage time effectively while setting the tone of the team through modeling and leadership.

Responsibilities of Service Desk and Support Managers

This varied set of skills, from knowledge of relevant technical standards to the ability to inspire and motivate a team, is necessary to carry out effectively the many responsibilities of a service desk and support manager. The first and primary responsibility of the service desk manager is to meet targets and expectations for customer service and support performance. This is the key metric for determining the success of a service desk manager and what all other responsibilities are centered around.

Other key responsibilities of a service desk manager that help to ensure the team meets this primary goal include:

  • Effectively managing, developing, and training the service desk team.
  • Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
  • Conducting and sharing results from service and operation performance reviews.
  • Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
  • Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
  • Being aware of and managing the costs of running the service desks.

Communication with Senior Management

One of the most important roles of the service desk manager is to help support business-wide and IT objectives. Doing so ensures that the service desk is appropriately involved in any new initiatives and that it’s actively helping to improve IT and business-wide services. To effectively do this, the service desk manager needs to regularly inform and advise senior management about service desk issues and concerns associated with those issues. Similarly, the service desk manager needs to offer tangible and, whenever possible, data-driven suggestions on ways that IT services can improve.

In addition to supporting business-wide goals, regular and effective communication between the service desk manager and senior management is important to ensure that the service desk is aware of and represented on all initiatives or changes that impact service. Doing so allows the team to be involved in cross-functional projections and organizational initiatives. It also provides a communication channel for the service desk manager to share any identified initiatives that can help contribute to the business’s success. Further, this is a crucial way to make sure that the service desk is properly viewed as an integral part of the IT team as well as an essential business asset.

Communication with IT Staff and Customers

In addition to communicating with senior management, the service desk manager should review and analyze communications between IT staff and customers. To meet this objective, the service desk manager should have systems for gathering information, analyzing the information, and sharing the results. This analysis should be conducted on communications to and from IT staff as well as on communications to and from customers.

Conducting and Sharing Results of Assessments

As discussed, one of the key responsibilities of the service desk and support manager is to ensure that the service desk is always improving. To help achieve this goal, the service desk manager should conduct regular assessments and share the results with stakeholders. Some standard assessments to include are:

  • SWOT: strengths, weaknesses, opportunities, and threat
  • CSA: current state analysis
  • A gap analysis, which identifies areas where current and future expectations are not being met
  • Regular benchmarking

From these assessments, a strong service desk manager will create an analysis proposing changes to programs and projects. Effectively conducting and responding to assessments is one of the key components of being a successful service desk manager and working towards constantly improving the service desk team.

Serving as a primary point of contact for customers, the service desk plays an critical role in forming customers’ perceptions of businesses. It also has a big impact on customers’ experiences. As a result, it’s important that the service desk is effective, consistent, prepared, and courteous. Many different factors influence the success of the service desk, but having a service desk manager with the necessary skills to meet the many demands of the job is the best way to ensure that your company’s service desk meets and exceeds customer and organizational expectations.

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job description for help desk manager

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Stephen Watts

Stephen Watts (Birmingham, AL) contributes to a variety of publications including, Search Engine Journal , ITSM.Tools , IT Chronicles , DZone , and CompTIA .

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Help Desk Manager Job Description Template

The Help Desk Manager plays a critical role in ensuring customer satisfaction by providing effective support services to internal and external clients. They are responsible for managing and supervising a team of support staff to ensure timely resolution of technical issues and customer inquiries. The job requires strong leadership skills, excellent communication abilities, and a detailed understanding of help desk processes and technologies. Here's a job description template to help you find the ideal candidate for your Help Desk Manager position.

Position Overview

The Help Desk Manager is responsible for overseeing the daily operations of the organization's help desk team. They will work to ensure that technical issues are resolved efficiently and effectively, and that team members are appropriately trained and motivated. The Help Desk Manager will also monitor the help desk's performance metrics and customer feedback, and identify areas for improvement.

Key Responsibilities

  • Supervise and manage the help desk team, including hiring, training, and performance monitoring
  • Ensure that technical issues are resolved in a timely and effective manner
  • Monitor help desk performance metrics and customer feedback
  • Develop and implement policies and procedures for the help desk team
  • Work with other departments to identify and implement technical solutions to customer needs
  • Stay up-to-date with the latest trends and technologies in the help desk field

Qualifications

  • Bachelor's degree in Computer Science, Information Technology or related field
  • ITIL certification is a plus
  • Minimum 5 years of experience in a help desk management role
  • Experience with IT service management tools
  • Experience managing a team in a fast-paced environment
  • Experience working in a customer-facing role
  • Excellent communication skills, both written and verbal
  • Strong leadership and management skills
  • Ability to analyze complex technical issues and develop solutions
  • Excellent problem-solving skills
  • Ability to work effectively in a team environment
  • Strong customer service orientation

Introduction

A Help Desk Manager is a crucial role in any organization which provides IT support to employees and customers. A Help Desk Manager is responsible for managing, leading, and overseeing a team of IT professionals who handle technical issues and help users with their technical problems.

Job Description

Creating a Help Desk Manager job posting requires caution and precision to ensure that the position is well defined and the right candidate is attracted to apply. The following description should be included:

  • A lead member of a support team and responsible for the delivery of end-user technical support.
  • Recruiting, training, and assigning tasks to the team members with consistent follow-up
  • Analyze help desk performance metrics and generate reports for management.
  • Develop, implement and manage standard operating procedures and make constant improvements
  • Maintain and update the knowledge base of help desk technical issues, solutions, and best practices.
  • Providing technical assistance to team members for efficient handling of technical queries
  • Collaborate with the IT team to ensure that the end-users have access to required technologies.

Required Skills and Qualifications

The following skills and qualifications are required while creating Help Desk Manager job posting:

  • Bachelor's degree or equivalent work experience in a related field.
  • Proven experience of minimum 5-7 years in managing a helpdesk or IT support teams.
  • Analytical thinking and problem-solving abilities required.
  • Excellent communication and organizational skills, both verbal and written.
  • Experience in prioritizing technical issues and creating solutions.
  • Project management experience is advantageous.
  • ITIL or HDI certification is a plus.

Job Benefits

The benefits of the job should be included in the posting as well. This helps to attract qualified candidates:

  • Competitive pay and career advancement opportunities.
  • Healthcare, Vision, and Dental benefits
  • Team building events, paid holidays, and flexible schedules.
  • Professional development and training opportunities

A well-crafted Help Desk Manager job posting can attract highly qualified and experienced individuals for this important role. Be detailed and clear about the skills and qualifications required, and highlight the benefits of working for your company. Remember to include application details and specific instructions on how to apply for this position.

Frequently asked questions on creating Help Desk Manager job posting

Here are some answers to commonly asked questions on creating a job posting for a Help Desk Manager position:

  • What qualifications should I include in the job posting? When creating a Help Desk Manager job posting, it is important to include qualifications such as prior experience in managing a help desk team, knowledge of help desk software and systems, strong communication and interpersonal skills, and the ability to solve complex technical problems.
  • What responsibilities should I include in the job posting? Typical responsibilities for a Help Desk Manager position include managing help desk team members, developing and implementing procedures for handling technical support issues, monitoring team performance and customer satisfaction, collaborating with IT teams to resolve complex issues, and analyzing data to identify areas for improvement.
  • What should I include in the job description? The job description should provide a detailed overview of the role, including the overall purpose and objectives of the position, essential duties and responsibilities, required qualifications and experience, and any other relevant information about the organization and the job.
  • What skills and qualities should I highlight in the job posting? When creating a Help Desk Manager job posting, it is important to highlight skills and qualities such as leadership, problem-solving skills, analytical thinking, strong interpersonal skills, and excellent communication skills.
  • How can I make my job posting stand out? To make your Help Desk Manager job posting stand out, you can highlight the benefits of working for your organization, emphasize the opportunities for professional growth and development, and showcase any unique aspects of your help desk team and operation. Be sure to use clear, concise language and bullet points to make your job posting easy to read and understand.
  • What salary range should I offer for a Help Desk Manager position? The salary range for a Help Desk Manager position can vary depending on factors such as location, industry, and level of experience. Researching industry benchmarks and consulting with HR professionals can help you determine a competitive salary range for your job posting.
  • What are some tips for attracting top talent for a Help Desk Manager position? To attract top talent for your Help Desk Manager position, you can offer competitive salary and benefits packages, provide opportunities for professional development, and promote a positive workplace culture. You can also use job boards, social media, and networking events to connect with qualified candidates.

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Help Desk Manager Job Description

  • Job descriptions
  • Call Center and Customer Service

Job summary 1

The Help Desk Manager role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk and Desktop support functions. The Help Desk Manager will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop and basic network support. The support provided by this group is the first point of contact or level one support. As the first point of contact for level one support, the Help Desk Manager will review incoming tickets and assign them to the appropriate Information Technology staff.

Duties & Responsibilities 1

  • Ensure customer service is timely and accurate on a daily basis
  • Set specific customer service standards
  • Coordination and implementation all software and hardware maintenance, upgrades, repairs, or replacements to PC workstations and peripherals. Trouble-shoot and correct problems arising from malfunction of PCs, printers, and other network devices.
  • Assist with network file maintenance including new user setup, password protection, security, trustee assignments, system broadcasts, etc. Serve as trainer and control for maintaining consistency in file naming conventions, network housekeeping, sub-directory layouts, and batch file consistency.
  • Responsible for asset management from acquisition to elimination. This includes making sure virus protection, browsers, network clients, OS and Office software, licenses, etc. are all current; and keeping logs of all upgrades and patches. The Equipment Inventory database updated as equipment and/or software changes are made and documenting hardware that is eliminated.
  • Serve as the first point of contact for assigning all Help Desk tickets.
  • Coordinate and oversee maintenance and installation of the credit unions physical security and access control equipment.
  • Contribute to improving customer support by actively responding to queries and handling complaints.
  • Establish best practices through the entire technical support process with supporting documentation.
  • Follow up with customers to identify areas of improvement.
  • Develop daily, weekly and monthly reports on help desk teams productivity.
  • Provide customer feedback to the appropriate internal teams, like product developers.
  • Manage the help desk team and evaluate performance.
  • Recruit, train and support help desk representatives and technicians.
  • Performs other job related duties as assigned.

Requirements & Skills 1

  • Three years to five years of similar or related experience.
  • Equivalent to a college degree (BS or BA in a relevant field). Experience with relevant Information Technology skills will also be considered.
  • Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
  • Excellent written, oral and interpersonal communication skills are necessary.
  • Ability to operate computer equipment and software including word-processing, spreadsheet, and internal database mainframe for record keeping and communication purposes.

Job summary 2

The Help Desk Manager is tasked with the responsibilities of managing a subset of teams that provide remote services to Company managed service clients. The Help Desk Manager is responsible for clear and consistent communications with personnel and client contacts.

Duties & Responsibilities 2

  • Ensuring the timely response for services provided to our clients at or above targeted quality levels or Service Level Agreements.
  • Maintain consistent communications with our Clients with pending service requests.
  • Ensure delegated tasks and duties are carried out in a proper and timely manner.
  • Provide technical leadership and support or direction as an escalation point for Tactical Remote Engineers for technical issues.
  • Daily Management of Tactical Remote Engineering Service Board – Ensuring Tickets are being closed/completed in a timely manner.
  • Daily Management of the Contact Center Supervisor Software and ensuring that agents are logged in at all times.
  • Ensuring SLA’s are met or exceeded for all assigned teams or “pods”.
  • Provide input on how to achieve our goals and improve business process as it relates to the Tactical Remote Engineering Team. After approval, helping implement these new processes/procedures/software.
  • Oversight of Operations as it relates to Manager’s assigned “pods” or “teams”.
  • Accepting any other duties, tasks and responsibilities delegated by the company.
  • Completing performance evaluations and working with employees on Personal Investment Plans and Corrective Action Notices.
  • Always be in a constant pursuit of a better way through automation or reduction of time spent resolving issues.
  • Be the first line of defense for any unhappy client issue for assigned teams. This includes, but is not limited to emails, phone calls and in-person client visits.
  • Conduct Daily Huddles with all assigned teams and relay important company information
  • Responsible for ensuring successful onboarding of new Tactical Remote Engineers assigned to Manager’s teams or “pods”
  • Reviewing work provided by Tactical Remote Engineers assigned to Manager’s teams or “pods” to ensure quality, as well as ensuring that all processes/policies/workflows have been correctly followed. Provide coaching on improvement where needed.
  • Collaborate with other Tactical Remote Engineering Managers to identify areas of improvement for processes/policies/workflows. In particular, where those items could affect other teams or “pods”.

Requirements & Skills 2

  • Preferred: 5 years’ experience in supporting or managing those supporting computers and network technologies

Job summary 3

The Help Desk Manager will be responsible for managing the corporate help desk team, onsite support for office locations and remote support for home office employees. This role entails working collaboratively with key stakeholders across the enterprise to transform our digital workplace environment. It includes consulting with business executives, the management of multiple functions, services and units, organizational mission, vision, objectives, structure, policy setting and strategic planning.

Duties & Responsibilities 3

  • Plan and coordinate the daily workflow of Help Desk and Digital remote workplace
  • Develop and implement help desk policies, processes and procedures to include responsibility for effectively communicating status of all help desk operations. This includes all IT systems and applications
  • Responsibility for ServiceNow application, improve system workflows, reporting and alerting
  • Ensure quality customer service and incident resolution in a timely manner
  • Remote troubleshooting of desktop, laptop, smartphone network connectivity
  • Develop and implement key metrics, KPI's, perform analysis and provide reporting to leadership to drive consistency and an understanding of incident trends
  • Responsible for ensuring that users are provided efficient and SLA-based support on a 24/7 basis
  • Diagnose and resolve technical hardware and software issues
  • Track and route problems and requests and document resolutions
  • Escalate unresolved problems to staff with specific expertise, such as developers, database administrators, network engineer, etc. by telephone or email, in a timely manner.
  • Act as liaison between service vendors and the end user to improve user productivity
  • Manage On-boarding and Off-boarding of users, including archiving the user data per the company's standard procedures
  • Stay current with system information, changes and updates
  • Manage the Microsoft Office365, Collaboration and application distribution in SCCM environment
  • Administer Office 365, OneDrive, SharePoint, File Sharing (Egnyte) and Digital Libraries in the Cloud
  • Manage the collaboration environment and build a plan to expand the use of the various tools

Requirements & Skills 3

  • Bachelor's degree in Computer Science/Computer Engineering
  • Minimum 5 years' Help Desk and Remote Support experience in a related environment
  • Experience managing ServiceNow and building a service catalogs, managing workflows, notifications, SAM and HAM
  • Experience in the deployment, advanced support and configuration of Microsoft Office, Microsoft Windows, MacOS, iOS, BYOD and standard software
  • Administration experience in Active Directory, Exchange, ActiveSync, Smart Phone and Mobile Device Management systems like Jamf Pro and Microsoft Intune.
  • Ability to work with demanding users in a fast-paced environment.
  • Expertise in effectively handling user difficulties
  • Excellent interpersonal and relationship building skills; able to successfully manage client relationships.
  • Strong commitment to the IT policy use.
  • Ability to communicate complex subjects at different levels (e.g. to Internal Control, Head of Desks and Senior Managers)
  • Ensure work is delivered on time, within budget and meets the expectations of the management team and end users.
  • Professional and high-level communication skills to maintain innovation across End User Technologies

Job summary 4

The Help Desk Manager, under general supervision of the MIS Manager, manages and supervises the day-to-day operations of the County’s helpdesk. The Help Desk Manager oversees the duties of and allocates tasks to staff assigned to provide technical support to end-users.

Duties & Responsibilities 4

  • Creates and manages escalation procedures.
  • Monitors, tracks, and documents helpdesk tickets to ensure staff receive prompt resolutions.
  • Monitors open and completed tickets and creates knowledgebase articles to function as a resource for future staff needs.
  • Conducts business analysis, needs assessments, and technical requirements.
  • Participates in training County staff on the use of applications and new features.
  • Analyzes business processes while identifying issues and providing solutions.
  • Interacts with management, staff, and customers to communicate ticket status.
  • Creates technical documentation that adheres to application, IT and County standards and policies.
  • Evaluates and resolves customer problems and issues.
  • Reviews appropriate software acquisitions and maintenance contracts.
  • Will help with resolving tickets and escalate issues on an as needed basis.
  • Performs other duties as assigned.

Requirements & Skills 4

  • Valid driver’s license with clean driving record
  • A High School Diploma or GED equivalent is required.
  • Bachelor’s degree in Computer Science or Information Technology discipline (preferred)
  • Comptia, ITIL, or other certifications (preferred)
  • Five years customer service experience.
  • Four years’ experience with Active Directory or LDAP.
  • Any combination of education and experience may be substituted, so long as it provides the desired skills, knowledge and abilities to perform the essential functions of the job

Job summary 5

The Help Desk Manager will be responsible for the support of the organization’s Windows desktop computing environment in cooperation with other IT staff. This includes the setup, installation, diagnoses, repair, maintenance, and upgrade of all PC hardware and software. This position also supports smart phones, tablets, wireless access points, and related technology. The Help Desk Manager will serve as administrator for the phone system hardware and programming and the building fob access system. The position encompasses administrative duties including departmental purchasing, invoice review and purchase order processing, budgeting responsibilities and the distribution of data reporting as requested by the IT Director and management.

Duties & Responsibilities 5

  • Perform onsite and offsite resolution of simple to complex desktop problems for end users running Windows based operating systems.
  • Install, maintain and upgrade workstations and software.
  • Collaborate with other IT personnel to ensure efficient operation of the company’s desktop computing environment.
  • Respond to incoming calls, pages, and/or e-mails regarding desktop problems.
  • Perform Moves/Adds/Changes in the company's phone system and fob system for staff.
  • Manage all IT associated inventory, including wiping of data and asset removal.
  • Document IT processes pertaining to this position.
  • Serve as liaison for vendors involved with third-party applications, databases, support services and equipment.
  • Review and process all IT-related invoices and purchase orders.
  • Review and track network equipment, server licensing and hardware renewals.
  • Use Active Directory Users and Computers to manage computer and user accounts.
  • Serve as administrator for building access and security systems.
  • Work with vendors to secure bids for IT-related projects.
  • Work with the IT Generalist 2 to provide data for company-related reporting, budgeting and planning.

Requirements & Skills 5

  • Knowledge of PC and Laptop hardware and troubleshooting techniques.
  • Hands-on experience with computers and peripheral equipment.
  • Working technical knowledge of current operating systems, methods and best practices with Microsoft Windows and Microsoft Office in networked environments.
  • Working knowledge of smart phones and tablets.
  • Experience with anti-virus and anti-spam products.
  • Experience with wireless technologies such as Access Points and Air Cards.
  • Basic working knowledge of audio/visual equipment, including projectors.
  • Able to read and understand technical manuals and procedural documentation.
  • Strong analytical skills.
  • Solid technical background with customer service experience.
  • Excellent communication skills.
  • Ability to convey and maintain a proper departmental working environment.
  • Basic accounting knowledge.
  • Must have fundamental knowledge of the BCBH IT environment.

Job summary 6

The Help Desk Manager role would lead and respond inquiries and requests for assistance across our devices, systems, and general infrastructure. The role would analyze and troubleshoot issues, resolving them with a customer focus to support our business goals. We are looking for someone who is extremely reliable with excellent communication and troubleshooting skills as well as comfortable leading a team including employee coaching, goal-oriented direction, and guidance on how to interact with end users.

Duties & Responsibilities 6

  • Act as escalation for all help desk related issues, providing support and advice to staff and end users
  • Primary point of command and control for Priority 1 issues
  • Track and manage problems (trends of issues) to drive future improvements
  • Manages controls & compliance across help desk function
  • Develop appropriate content/training for end user community in all help desk processes, FAQ, or relevant knowledge required to operate hardware and software deployed
  • Primary point of contact for software and hardware vendors supporting help desk function
  • Approve and track location specific expenses
  • Reads trade material and networks with IT professionals to obtain current information about the latest technologies in use as well as future technologies
  • May have IT specialty like networking, compute, operating systems, cloud, etc.
  • Comfortable working in manufacturing environment
  • Position requires being part of a rotating call schedule to support our 24X7 operations

Requirements & Skills 6

  • Bachelor's Degree and/or related certification preferred
  • 5-7 years' experience in a manufacturing environment preferred
  • Must be attentive and sensitive to details.
  • Must have record of proven leadership ability.
  • Must have superior customer service skills and strong verbal / written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals with a professional demeanor
  • Ability to prioritize and escalate issues as needed to ensure exceptional customer service.
  • Experience with hardware replacement such as hard drives, memory, keyboards on laptops and desktops
  • Working experience with replacing and/or upgrading an end user from one system to another
  • Network experience supporting and maintaining LAN/WAN and wireless networks
  • Experience with troubleshooting and maintaining routers, switches, firewalls, intrusion detection/ prevention, wireless, and other network devices
  • D365 experience, Juniper or Cisco equipment a benefit but not a must

Job summary 7

The Help Desk Manager is responsible to the Director of Computer Services and VP of Business and Finance. The position is full time and offers benefits as specified in the staff handbook.

Duties & Responsibilities 7

  • Help Desk – Answer office telephone calls. Provide answers to basic questions from users. Provide ‘at the moment’ education to end-users.
  • Purchasing – Regularly search for the best price/value for software, hardware, and consumables. Based on this maintain a current minimum standard for workstation purchases. Consult with user departments/offices when they are requesting new equipment or software. Maintain an adequate inventory of replacement parts and consumable items to prevent delays in servicing user needs. Complete purchase requisitions and after they are approved place orders. Track orders and shipments received.
  • Hardware management – Maintain an inventory of equipment, which should include location, purchase date, vendor, components, service records, and software. Make recommendations regarding hardware standards and attempt to maintaining compatibility.
  • Software Installation – Install and set up software on end user workstations. Maintain workstations with appropriate software update and patches. Provide virus scans and maintain workstation virus protection as directed by the Network Administrator.
  • Hardware Installation – Assemble and install new computer equipment as necessary. Provide assistance with any necessary equipment moves.
  • Classroom Audio Visual – Responsible for maintaining and supporting various audio visual needs in classrooms and across campus.
  • Training – Maintain and develop required job skills through reading trade press, web browsing, attending classroom training or seminars, and experimentation.
  • Education – Train users to utilize network resources via user one-on-one, presenting campus seminars, and/or providing departmental training. Update faculty/staff about network shared resources.
  • Provide support for the equipment and software in the labs.
  • Assist with training and supervising interns.
  • Assist with other office functions as needed.
  • Assist in network server administration.
  • Assist in Network Security (Maintenance and Investigation).
  • Perform PC/LAN support as needed.
  • Printer installation and maintenance.
  • Additional duties or reports as requested by the VP of Business and Finance

Requirements & Skills 7

  • Knowledge of LAN Networking, PC Repair, Internet Tools, Windows 10, end-user support, hardware and software installation.
  • Must be physically able to deliver and install computer equipment and printers.
  • Must be able to crawl under desks for installation process.
  • Must be able to lift up to 25 pounds.
  • Must be able to carry computer equipment when necessary..
  • Must agree to, sign and abide by the standards of employment on the application and in the employee handbook.
  • Bachelor of Science in Computer field preferred.
  • At least 2 year’s experience in LAN Networking, PC Repair, Internet Tools, end-user support, hardware and software installation.
  • Experience with Windows 10 in a network environment.

Job summary 8

Company seeks a qualified individual to manage the help desk team and evaluate its performance, ensure customer service is timely and accurate daily, and recruit, train and support help desk representatives and technicians. Responsibilities for this position include: responsible for leading our technical support team to provide excellent customer service and resolve all technical issues. As a Help Desk Manager, the candidate should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate the team to achieve specific goals are essential skills to perform well in this position. Ultimately, the candidate should be able to ensure high quality technical support and increase client satisfaction.

Duties & Responsibilities 8

  • Manage the help desk team and evaluate performance
  • Ensure customer service is timely and accurate daily
  • Recruit, train and support help desk representatives and technicians
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly, and monthly reports on help desk team’s productivity
  • Provide customer feedback to the appropriate internal teams, like product developers

Requirements & Skills 8

  • Proven work experience as a Help Desk Manager
  • Hands on experience with help desk and remote-control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • Active Top Secret clearance

Job summary 9

The Help Desk Manager is responsible for overseeing the timely delivery of technical support services to agency employees. This individual will supervise the desktop support technicians stationed at each site to ensure a high level of customer service and will serve as the primary escalation point for issues they may be unable to resolve. The ideal candidate for this role should possess a solid technical background in desktop and server operating systems, combined with great customer service skills, as well as strong supervisory experience. A problem-solving attitude with an ability to motivate the team to achieve specific goals are essential skills to perform well in this position. Improving efficiency and client satisfaction are primary objectives for this role.

Duties & Responsibilities 9

  • Responsible for assuring users are provided efficient and timely first and second level support
  • Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
  • Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
  • Coordinates the desktop support team’s efforts when involved in department or agency wide projects as instructed by the Director of Information Technology
  • Responsible for managing the incident management database and follows up with assigned personnel to ensure timely resolution of problems
  • Documents issue resolution to department knowledge base to reference in future incidents and creates self-help articles for employee access
  • Invokes problem escalation procedures to coordinate recovery; communicates outages and maintenance windows to agency constituencies
  • Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
  • Ensures that daily, weekly, and monthly ticket tracking reports, and performance metrics are completed and continually modified to meet the needs of the department
  • Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
  • Contributes to departmental productivity and development objectives by participating in training programs
  • Provides leadership by projecting a positive attitude, and providing learning incentives
  • Interfaces with employees, supervisors, and directors, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner.
  • Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
  • Responsible for improving team efficiency for incident resolution and cost management initiatives
  • Manages, develops, and improves on-boarding and off-boarding tasks and processes to ensure positive experiences for employees
  • Completes research and recommends replacement parts and accessories for employee technology equipment that are cost-effective, durable, provide good warranty, and support an equipment lifecycle model
  • Manage the department’s requisition, ordering, and receiving workflow for supplies, parts, accessories, and desktop equipment needed to fulfill Help Desk service requests
  • Performs other duties and responsibilities as assigned by the Director of Information Technology

Requirements & Skills 9

  • BS/BA in Computer Science or similar preferred along with a minimum of (5) years of technical and managerial experience in a help desk environment; Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities
  • Possess strong abilities in organizing, prioritizing and multitasking.
  • Expected to be a team player with solid project management skills

Job summary 10

We are in need of Help Desk Manager for a major healthcare system.

Duties & Responsibilities 10

  • Managing a desktop support/end user support team of up to 40 individuals
  • Help revise some workflows (developing workflows, published workflows)
  • Help manage an Enterprise Voice Platform upgrade to Cisco

Requirements & Skills 10

  • 5 years’ experience managing a Desktop Support or End User Support team
  • Troubleshooting experience
  • Enterprise environment experience
  • VPN experience is a plus
  • Workflow documentation experience
  • Experience with Windows 10 & Office 365 environments
  • Experience with Cisco voice/network support
  • Healthcare support experience is nice to have

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4 Corner Resources

Help Desk Manager Job Descriptions, Average Salary, Interview Questions

What does a help desk manager do.

The vast majority of jobs in the 21st century can’t be done without a computer. When users have an issue with their computer hardware or software, they will frequently turn to the help desk to solve the problem. A help desk manager runs a team of technicians who provide support to end users for all issues that may come up. In short, they help people get IT equipment back up and running.

Strong communication skills are vital for help desk managers as they have to clearly provide instructions to their team, colleagues, and clients with varying levels of technical expertise about how to solve technical issues. A help desk manager can work with a team focusing on the vendor side, supporting customers who have purchased particular IT products or for a particular company, working to assist employees with their IT issues.

Help desk managers must have an in-depth knowledge of computer hardware and software to assist clients and users properly. It is also essential to have a methodical sense of problem-solving, patience, and a desire to teach and help others understand how to use and maintain their IT equipment.

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National Average Salary

Help desk manager salaries vary by experience, industry, organization size, and geography. To explore salary ranges by local market, please visit our sister site zengig.com.

The average U.S. salary for a Help Desk Manager is:

Help Desk Manager Job Descriptions

The first step when hiring a great help desk manager is a well-crafted job description. Below are real-world examples to help give you the best chance of success on your recruiting journey.

Help desk managers supervise technical help desk support teams, track performance, and ensure a high level of customer service. They also hire, train, and support help desk representatives. Help desk managers need excellent leadership skills, strong interpersonal skills, and must be adept at handling conflict. If you have experience providing excellent technical support to internal and external customers, as well as training, supporting, and leading a help desk team, you could be the perfect fit for the position at [Your Company Name]. 

Typical duties and responsibilities

  • Take initial telephone or email inquiries and troubleshoot and manage standard hardware, software or network problems
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Direct unresolved issues to the next level of support personnel
  • Pass on any feedback or suggestions by customers to the appropriate internal team

Education and experience

This position requires an associate or bachelor’s degree in IT, computer science, or a relevant field. Certifications like COMPTIA A+ Certification or Microsoft Technology Associate (MTA) are strongly preferred.

Required skills and qualifications

  • Strong problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to work in a team environment

Preferred qualifications

  • 2 + years of team management experience
  • Hands-on experience with help desk and remote control software
  • Experience leading complex technology project and dynamic project teams
  • Bachelor’s degree in business administration, computer science, or related field 
  • Ability to effectively manage and mentor employees
  • Customer-service oriented with a problem-solving attitude
  • Strong technical background with excellent analytical and troubleshooting skills

We are looking for an experienced help desk manager to oversee our desktop support team in providing exemplary technical support to our clients. You will be responsible for training, supporting, and leading your team with a detailed-oriented approach. You will also be required to manage ticket escalations and ensure they are resolved timely with the proper client communications. Finally, you will be responsible for the billing reports of the Help Desk associates to be billed to the clients based on time entered and task performed.

To be successful as a help desk manager you should have excellent interpersonal and conflict management skills. Ultimately, a top-notch help desk manager should be able to ensure that our clients receive professional and efficient technical support.

Essential responsibilities

  • Building processes and creating efficiency for all Help Desk processes
  • Building and implementing training programs for Tier 1 troubleshooting
  • Oversee and support a team of help desk professionals, ensuring timely and efficient problem resolution
  • Maintain and update onboarding documentation and processes for new hires
  • Mentoring your team, providing training, and conducting performance evaluations
  • Monitoring team performance and developing feedback reports for management
  • Communicating with clients and providing in-person and phone support, if required
  • Troubleshooting and resolving technical issues
  • Managing escalations and ensuring any issues are resolved in a timely manner
  • Making recommendations to improve operational efficiency
  • Invoice review, approval, submission, and escalations based on employee time submissions

Qualifications

  • Bachelor’s degree in computer science, information technology, or a related field
  • At least two years of experience as a Help Desk Manager or in a technical support role
  • Strong technical background
  • Ability and experience in building out and implementing process and process control
  • Excellent analytical and troubleshooting skills
  • Ability to work under pressure
  • Excellent leadership and people management skills
  • Strong customer service skills

This position is responsible for the coordination, implementation, and management of overall Help Desk functions, including related supervisory responsibilities for managing support staff. In addition to oversight of Service Desk operation, the selected candidate is responsible for mentoring and training staff, meeting deadlines, working with other departmental/service area managers, and identifying opportunities to create and communicate processes that improve user experience and measure performance.

  • Proactively identifies mediums for ensuring that daily, weekly, and monthly statistics, status reports, and other reporting requests are maintained and available as requested
  • Identifies trends from reporting to determine solutions to trends or problem areas that may need to be addressed
  • Maintain a high level of Service Desk customer focus by prioritizing issues and communicating appropriately with external and internal customers
  • Work with existing reporting and analytics tools to monitor Service Desk performance, identify and address areas of potential performance issues, and monitor key performance indicators
  • Develop cross-team and cross-departmental expertise necessary to effectively respond to issues
  • Perform periodic review and evaluation of all employees, managing necessary performance issues, and training requirements, as necessary for the development of individual resources as a team
  • Ensure customer service excellence by monitoring tickets and reviewing customer feedback
  • Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement
  • Ensure the Service Desk maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge
  • Manage, monitor, and report on the services and service levels required to support and deliver an exceptional Service Desk environment
  • Maintain current knowledge on new and updates to existing products, as well as third-party OS and devices
  • Ensure the Service Desk staff is appropriately staffed, skilled, and trained to deliver excellent technical support and customer
  • Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations in accordance with contractual requirements
  • Work with Program Manager to ensure Service Desk maintain compliance with Service Level Objectives (SLOs) in accordance contractual standards
  • Contribute to the change management process; represent the interests of the customer when assessing risk and impact

Skills and experience

  • 4+ years managing help desk and other IT staff
  • Demonstrated skills to develop, lead, and motivate a team of Help Desk professionals to deliver excellent technical support with outstanding service, satisfaction, and timeliness
  • Bachelor’s degree or higher. Can be substituted for Associate’s degree with 2+ years of relevant experience or 4 years relevant experience.
  • Must have a Top-Secret Clearance.
  • Must meet DoD 8140.01 (IAM-1) requirements.

Position responsibilities

  • Manage daily Help Desk operations including governance of outsourced vendor providing Tier I support. Responsible for guidance, assistance, coordination, and follow-up on client inquiries, escalations, problem reports, and the identification and resolution of reported problems in the clinical system and related supporting applications and infrastructure
  • Initiate, manage and participate in Helpdesk and end users support projects, including automation implementation and online self-service catalog development
  • Participate in Helpdesk contract negotiations; review and edit amendments working with the MCIT contract management team
  • Drive proactive service measures — reducing status calls by implementing practices to manage end users expectations and redirect to online catalog status; drive password resets to online tool. Perform data analytics on call data and initiate, implement, and drive helpdesk optimization efforts
  • Monitor client requests to identify systematic trends and develop action plan to address. Create, review, evaluate, and prepare periodic performance reports
  • Manage contractual SLAs. Run month-end reports to derive monthly contacts. Manage Helpdesk financials, invoices, and service level tracking
  • Create and maintain dashboard reports, as needed. Trend data and suggest proactive measures and service improvements based on analytics
  • Serve as central point of contact for support-related service, end-user escalations and inquiries

Minimum qualifications

To qualify you must have a BA/BS degree with 5 or more years of experience

Skills and qualifications

  • Previous experience with vendor governance, management, and contractual operations
  • Experience managing multiple projects and initiatives
  • Ability to manage financial Helpdesk administration, including managing a multi-million dollar budget, invoices, and contractual service level requirements/penalties
  • Extensive customer support experience
  • Knowledge and management of support venues, including self-service, chat, bots, etc.
  • Extensive knowledge of IT operation
  • Technical, hardware, and innovation skills. Able to think outside the box and come up with solutions to complex problems.
  • Ability to independently develop and implement support strategies
  • Strong leadership, consultative and communication skills, analytical ability, decisiveness, judgment, and the ability to work effectively with end users, IT, staff, and manage vendors
  • Bachelor degree in Computer Science or a related discipline
  • Minimum of 5 years previous experience managing a technical or clinical Helpdesk
  • Health care experience is a plus; understanding of the requirements of an integrated academic medical center
  • Industry vendor knowledge and established relationships
  • Effective speaker, collaborative worker and good writing skills
  • Able to translate complex technical information and implications in business-oriented language

Prior supervisory experience is preferred but not required

Candidate Certifications to Look For

  • Certified Service Desk Manager (CSDM).  The Knowledge Academy offers this certification for service desk managers who are looking to gain a better understanding of the help desk environment. Candidates learn essential management skills, how to integrate and promote the service desk, quality assurance, effective management of tools and technologies, and more. 
  • Help Desk – Manager.  This course is administered by Udemy and provides instruction on managing, hiring, and building a team in a help desk environment. Candidates gain an understanding of how to hire new staff, how to evaluate staff, how to build and manage an effective team, and what the principles of IT service management are. The requirements to take the course include a basic understanding of the business industry and a basic foundation of the help desk industry. A certificate is awarded upon completion of the course.

Sample Interview Questions

  • What is the difference between a help desk and a service desk?
  • How do you handle a frustrated customer?
  • Can you describe your worst experience as part of the help desk?
  • How would you respond if you didn’t know the answer?
  • What steps would you take with a representative on your team who was underperforming?
  • How can you improve the productivity of help desk agents?
  • What process would you recommend for ticket escalations?
  • How do you motivate your team? What is your management style?
  • How do you keep track of individual employee performance?
  • What would you do to boost help desk agent productivity?
  • What OS would you say you are strongest with?
  • What criteria would you use in hiring new agents for the help desk department?
  • How do you handle conflicts on your team?
  • How would you rate your computer skills?

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Service Desk Manager Job Description

Service desk manager duties & responsibilities.

To write an effective service desk manager job description, begin by listing detailed duties, responsibilities and expectations. We have included service desk manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Service Desk Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Desk Manager

List any licenses or certifications required by the position: ITIL, HDI, V3, MCP, SDI, CSM, II, IAT, ITL, IEC

Education for Service Desk Manager

Typically a job would require a certain level of education.

Employers hiring for the service desk manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Technical, Management, Information Technology, Business, Information Systems, Technology, Performance, Communication

Skills for Service Desk Manager

Desired skills for service desk manager include:

Desired experience for service desk manager includes:

Service Desk Manager Examples

  • Microsoft Word (.docx) .DOCX
  • PDF Document (.pdf) .PDF
  • Image File (.png) .PNG
  • Lead and manage all business, technical, and education activities
  • Ensure work completion within schedule, budgetary, and design constraints
  • Create procedures and guidelines to ensure compliance with university policy
  • May oversee or assist in preparation and submission of documentation, such as proposals, progress reports, or other contractual requirements
  • Work collaboratively with colleagues to leverage the university/school's investments in information technology
  • Provide strategic planning for own work group
  • Collaborate with other support groups on campus to ensure seamless customer support experience
  • Manage service delivery and the team’s monitoring of various support inputs
  • Ensure the Service Desk is providing excellent end user support
  • Overseas and drives Change and Release Management process
  • Ability to take control of issues and manage them to resolution in a complex, multi-stakeholder environment
  • Highly developed time-management, financial management, Excel based reporting and organizational skills to manage multiple deadlines, operational issues, projects, results and priorities within a faced paced, dynamic and highly demanding environment
  • University / College is preferred or equivalent work experience
  • Industry-specific training relevant to IT
  • Help Desk Manager Certification is an asset
  • Minimum 5 years’ experience managing vendor provided Service Desk or similar 3rd party provided function
  • Ensure the Service Provider delivers on continuous improvement process and assist in benchmarking service levels
  • Delivering/representing Supplier Performance Metrics to Executive steering committee and other executive leadership groups, providing supporting commentary
  • Partners with GSD manager in Hong Kong office - collaborate on objective setting
  • Understand career aspirations
  • Manage the daily departmental operations achievement of quality service level standards to ensure exceptional customer service
  • Seek out departmental process improvements, encourage and reward employee ownership in the development and integration of new processes
  • Manages the overall Service Desk performance for the region of responsibility the performance of individual Team Leads and Analysts
  • Works with Training, Process and Tools Lead with IT Service Desk Senior Manager / Director for operational, technology and tools changes that will impact the end user experience the delivery of Service Desk services to the end users
  • Meet or Exceed all operational and performance based metrics associated with the incident and service request process
  • Ensure all critical/high and/ or VIP incidents or service requests are attended to or resolved promptly and efficiently within service level targets
  • Flexibility with work schedule to meet position needs outside of regular business hours
  • Five or more years in the service and operation of a Service Desk and/or desk side support
  • Success leading individuals and teams to accomplish goals within time and resource constraints
  • Proven ability to mentor and direct the work of others in a way that provides quality customer service
  • Experience managing small projects and timelines
  • Own open issues and will work closely with escalation partners to identify, document and monitor any and all exceptions
  • Regularly monitor, review, and analyze operational and performance based metrics to determine/recommend opportunities for improvement and/or training initiatives
  • Ensure Shift Leads (Day, Swing, and Mid shifts) are apprised of the service level performance (metrics), planned/unplanned outages, ongoing Engineering initiatives, and internal/external communications
  • Monitor performance of all Shift Leads to ensure their shifts are meeting/exceeding all operational and performance metrics, following documented SOPs, and providing regular reports (as requested or directed) in a timely manner
  • Ensure all incident and service request tickets are thoroughly documented per SOPs to include analysis of the incident/service request, troubleshooting and resolution steps takes, and follow up with customers (as necessary)
  • Ensure all incidents and service requests are promptly escalated across Tiered support per SOPs
  • Ensure all support personnel Service Desk and Systems provide prompt and professional service to customers and provide guidance to support staff as required
  • Maintain enterprise awareness of system maintenance and outages, world events that could impact IT operations
  • Communicate all planned/unplanned service outages to management, Engineering Leads, and Senior Watch Officers supporting the IT Operations Center
  • Frequently communicate with Engineering Lead on upcoming projects, system maintenance activities, and unplanned events to ensure Service Desk and Systems staff are prepared to support the Department
  • Frequently communicate with the Communications and Training Lead on providing targeted training opportunities based on the overall performance of the Service Desk and System Personnel
  • Assess the skills and experience possessed by staff assigned to the unit
  • Ensure all staff is aware of performance expectations regarding their work performance
  • Develop and implement a personal development plan with each individual, which is reviewed and updated at regular intervals throughout the year
  • Provide formal performance assessments throughout the year
  • Based on performance, make effective recommendations regarding merit increases, promotional opportunities and rotations for staff in unit
  • Ensure that staff members follow required administrative procedures and codes of conduct
  • Development of ITIL maturity
  • Identify, notify, and address operational deficiencies with Program Manager and Engineering Lead
  • Promptly notify management of potential system problems or customer issues
  • Responsible for the management of policies and procedures related to Service Operation including Incidents, Events, Problem and Change management
  • The Service Manager is also responsible for resource capacity planning, service process design, performance analysis, and developing proactive resolution plans
  • Manage one of 7 localized End User Support teams
  • Build amazing professional relationships with key internal stakeholders
  • Oversee Incident Management, including incident creation, incident routing, immediate resolution tasks, and phone/email/chat response
  • Deliver a Global Service Desk that has 24/7 coverage and availability
  • Ensure knowledge base quality is consistently maintained, meaning useful to employees and customers alike
  • Take appropriate actions to resolve performance problems with staff
  • Determine the aptitudes and career interests of staff in the unit and work with these individuals to develop personal development plans (including plans for training and work assignments designed to provide experience in particular areas)
  • Provide counseling and mentoring to staff to help each individual achieve the objectives of his/her personal development plan
  • Demonstrated Managerial experience demonstrated leadership in development of subordinate staff
  • Have experience in an outsourcing engagement, supporting multiple customers with hundreds of servers of assorted hardware platforms and operating systems
  • The Manager should demonstrate an understanding of the key functions and skill competencies required in that Department
  • Responsible for planning, organizing, and implementing any new Service Desk standards
  • Manage team performance, provide leadership and mentoring, and use a wide range of tools and techniques to create and maintain a collaborative, motivated, and positive team atmosphere
  • Provide career planning advice to team and create development plans to help employees achieve their career goals, including assigning work which utilizes their skills and capabilities and provides them with opportunities for learning
  • Act as escalation for technical support when necessary
  • Ensure Level 1 third party service provider vendor is meeting or exceeding contractual obligations globally (AUA, EUR, NOA, SOA)
  • Oversee daily operations by prioritizing and monitoring
  • Work with vendor to develop and monitor daily performance metrics
  • Assist and respond to escalated customer support issues, perform follow-up as applicable and involve vendor for root cause analysis, corrective actions, and process remediation
  • Monitor customer issues to identify trends and communicate concerns and insights to the appropriate internal departments
  • Work with Service Desk provider to forecast monthly volumes for Service Desk and Account Administration
  • 3-5 years managing an Information Technology Service Desk or other technical team
  • Experience in troubleshooting hardware-based issues
  • Has a strong understanding of any or all of Infrastructure applications, Wintel, Unix, Citrix, Email, Lotus Notes, and Monitoring Tools
  • Client -Service Orientation - desire to help or serve others, to meet their needs
  • Developing Others - takes action to foster the long-term learning or development of others
  • Impact and Influence - able to persuade, convince, influence or impress others

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job description for help desk manager

Help Desk Manager Job Description

job description for help desk manager

The help desk manager position at any IT organization is absolutely essential to their well functioning and productivity. This position stands at the head of all the help desk roles , ensuring team productivity and continual improvement . They are, above all, team workers, insightful advisors, and solid organizers who are able to—of course, as their name suggests, manage workgroups.

In this article we will explore the job description of a help desk manager, to see what it takes to be an optimal candidate. If you are aspiring to become manager and want to know what to focus on, or if you are looking to fill this position and want to do it as mindfully as possible, here is the key information you need.

Let's get into it!

Help desk manager responsibilities

Help desk managers are team leaders that actively tailor and update service desk initiatives so that members of the service desk staff can gel together in a more efficient and cohesive way. This includes things such as looking at metrics to benchmark staff performance, sharing and documenting said performance reviews with higherups, and being aware of the service desk operations budget  in the grand scheme of things. 

Then there’s the recording, tracking, and documenting of each and every move done inside of the workforce team. This basically means “Senior management wants to know what’s going on as regularly as possible” but it’ll also ensure senior managers that you are using the gathered data to course-correct when needed. Your expertise in communication is all-encompassing as you might have already noticed. 

Apart from this, there’s the software and hardware installation and update side of things . Yes, there are things that some service desk managers don’t really do anymore if they have a big team to offer support, but contrary to popular belief, managers actually aid in these tasks more often than you’d think. Consequently, you’ll need to brush up on all your knowledge in terms of both hardware and software handling. 

Finally, methodical troubleshooting is also something that sounds fancy but boils down to something really simple: more efficient planning. This implies knowing how to identify a problem (big or small) and have a game plan to fix it within a reasonable timeframe to maximize efficiency.

Ideal help desk manager candidate

So, let's see which skills are most important to carry out these tasks. Firstly, an effective communicator basically means that managers have to be clear in voicing suggestions and concerns with how things are going in the workspace. Nobody wants a bossy manager, but a weak one is someone who nobody in the team will take seriously. Striking that balance might be tricky but doable.

This also ties into the team player and service-oriented part , which both mean that you’ll showcase a vocation for giving the best service possible and instill the company values in your co-workers as well. Speaking of company values, being principled means, of course, that you’ll uphold said values and ethics even after clocking out. 

Help Desk Manager Job Description Example

Oftentimes job descriptions can be rather obtuse or way too broad in terms of what they really need from help desk managers. So we have decided to run a little test and give you a sample of what you might encounter in job descriptions posted on the most popular sites. For those looking to fill this position, this can also guide you as to what is usually included in these types of openings.

Let's take a look:

We are looking for an effective communicator to manage a brand new team of service desk operators in our nascent company based in Scranton, Los Angeles. 

A candidate who could thrive in this position must also be service-oriented , principled, and a team player . 

Responsibilities include: 

  • Software and hardware installation, update and support.
  • Carry out methodical troubleshooting and include the steps in a solutions database.
  • Record, track and document the problem-solving steps taken by staff members for each request from customers. 

Qualifications: 

  • 2+ years of experience with MS Office Tools and troubleshooting skills.
  • MCSE training and designations.
  • Experience with IT Service Management (ITSM) and CR M tools.  
  • Good use of systems lifecycle management tools and knowledge of basic scripting.

Help Desk Manager Qualifications

The side of qualifications is perhaps the most jargon-heavy side of job descriptions so keeping it nice and simple will do the trick.

Times might change but MS Office tools continue to be of great help in IT circles so knowing how to work with these tools is pretty much the standard for any IT-related job. It's important to know them inside out, since more of then than not, managers have to do some troubleshooting and support work with these. 

In regards to the part that requires MCSE training , suffice it to say that managers have to do some studying to get that Microsoft Certified Solutions Expert certification. This is a wildly popular certification in the world of IT and having it in a resume is a sort of quality assurance for future employers which says “I know my stuff”.  

CRM stands for Customer Relationship Management and it comprises everything from pieces of software, strategies, and or processes that help businesses better organize and access customer data. In times of old a simple Rolodex would have done the trick but employers nowadays are looking for Service Desk Managers who can use platforms that connect the company’s different departments, from marketing to sales to customer service teams, and organize their notes, activities, and metrics into one cohesive system. 

ITSM tools are the lifeblood of an IT organization. If you're already in the field, you're likely aware of this. Knowing the way around ITSM and IT Asset Management (ITAM ) tools , as well as familiarity with ITIL guidelines, will go a long way to make an ideal candidate.

Last but not least, there are the System Lifecycle Management Tools and scripting qualifications . This means that managers need to have knowledge in how to take a project from its inception to its finalized state. Since they’ll be the one in charge of management, they’re the one who team members will refer to when a problem arises during this process so staying sharp is of the utmost importance at any stage of the system’s lifecycle. Of course, scripting is a must in any IT position nowadays so it goes without saying that scripting skills should be up to par with the standard in today’s IT labor market. 

Bottom Line

When searching for a job as a service desk manager or looking to hire the best possible candidate, it’s important to consider all the position's responsibilities and which are some key skills needed to succeed.

Thus, this quick guide can support you through the job hunting process, so you can work on anything you might need to improve before applying to open positions. Or, if you are on the other side, it will surely give you some insight into what it takes to find an optimal team leader to take your help desk to success.

Read other articles like this : Service desk , Service desk manager

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job description for help desk manager

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Help Desk Manager Job Description

A Help Desk Manager job description template to hire for your Customer Service department.

About the Help Desk Manager Position

We're looking for a qualified Help Desk Manager to join our growing team. You'll be responsible for leading our technical support team to provide excellent customer service and resolve customers' technical issues.

As a Help Desk Manager٫ you should have a solid technical background as well as some customer service experience. An empathetic and problem-solving attitude٫ plus the ability to motivate your team toward specific goals٫ are all essential skills to perform well in this position.

All in all٫ we want you to ensure high quality technical support and increase client satisfaction.

Help Desk Manager Responsibilities

  • Manage our help desk team and evaluate their performance
  • Maintain timely and accurate customer service on a daily basis
  • Recruit٫ train٫ and support help desk representatives and technicians
  • Set high customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily٫ weekly٫ and monthly reports on help desk team’s productivity
  • Provide customer feedback to the appropriate internal teams٫ like product developers

Help Desk Manager Requirements

  • Some successful work experience as an integral or managerial part of a team Help Desk
  • Hands-on experience with help desk and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service orientation with a problem-solving٫ can-do attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • BSc degree in Computer Science٫ Information Technology or relevant field

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Help Desk Manager Job Description Template

The Help Desk Manager is responsible for managing the help desk team and ensuring that all customer inquiries are resolved in a timely and efficient manner. The Help Desk Manager will also be responsible for training new team members, creating work schedules, and monitoring team performance. In addition, the Help Desk Manager will be responsible for maintaining the knowledge base and ensuring that all customer information is up to date.

Help Desk Manager Job Responsibilities

  • Manage the help desk team and ensure that all issues are resolved in a timely manner
  • Monitor ticketing system and escalate issues as necessary
  • Ensure that all help desk procedures are followed
  • Train new help desk staff members
  • Handle customer inquiries and complaints
  • Prepare reports on help desk activity
  • To manage and oversee the dayto-day operation of the Help Desk, including staffing, scheduling, and resource allocation.
  • To ensure that all Help Desk staff are properly trained and have the necessary skills to provide quality customer service.
  • To develop and implement policies and procedures for the Help Desk operation, in order to improve efficiency and effectiveness.
  • To establish performance metrics for the Help Desk staff and monitor their performance on a regular basis.
  • To resolve any escalated customer issues or complaints in a timely and satisfactory manner.

Help Desk Manager Job Skills & Qualifications Needed

  • The skills and qualifications needed for the role of Help Desk Manager include: excellent customer service skills, strong communication and interpersonal skills, experience managing a team of customer service representatives, experience working in a fastpaced environment, and knowledge of help desk software.

Similar job descriptions

Customer support representative, call center customer service representative, call center trainer, telemarketer, client support specialist, customer service coordinator.

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Help Desk Manager Job Description

help desk manager job description includes a detailed overview of the key requirements, duties, responsibilities, and skills for this role.

job description for help desk manager

Help Desk Manager Duties:

Help desk manager responsibilities:, requirements and skills:.

A help desk manager is responsible for managing a team of technical support representatives who answer customer questions and troubleshoot technical problems, such as computer crashes and problems with network access.

A help desk manager is also responsible for planning, coordinating, and directing the activities of the team to minimize and/or eliminate problems.

The help desk manager’s responsibilities may include interviewing, hiring, and training technical support representatives; handling performance reviews; evaluating customer complaints; analyzing data and reports; writing technical documentation and procedures; and communicating with other departments and upper management, such as sales, marketing, and customer service.

We’re looking for a Help Desk Manager who is organized and can handle a high volume of requests. The ideal candidate will be able to provide leadership and direction to a team of Help Desk Analysts and ensure that all customer inquiries are resolved in a timely and efficient manner.

  • Provide technical support for end users through effective problem resolution and maintenance of company hardware and software.
  • Proactively identify and suggest solutions to complex computer issues.
  • Work collaboratively with other team members and various departments in resolving or prioritizing issues.
  • Manage help desk workflow, including staffing, password resets, and other requirements.
  • Monitor, track, and actively report on help desk performance.
  • Provide technical support to end users that includes desktop support, hardware/software support, and application support.
  • Provide technical training for end users.
  • Oversee IT helpdesk operations, including troubleshooting hardware and software issues, maintaining documentation, and communicating with users and vendors.
  • Coordinate with IT consultants, vendors, and agencies to resolve problems.
  • Provide users with technical support and training, and handle all after-hours calls.
  • Use metrics and analysis to determine staffing needs and changes in service levels.
  • Work closely with IT division leaders to create and maintain helpdesk procedures.
  • Bachelor’s degree in engineering, information technology, computer science, or other field with some experience in Help Desk management.
  • 2+ years’ proven experience in management of a Help Desk.
  • Knowledge of network operating systems.
  • Knowledge of computer systems and applications.
  • Ability to proactively address and resolve workstation.

At [Company Name], we’re an equal opportunity employer committed to building a diverse and inclusive team. We encourage applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals with disabilities.

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What Does a Help Desk Manager Do?

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A help desk manager oversees and coordinates the daily performance of help desk teams, ensuring clients get to receive optimal support and services. They are in charge of setting goals and guidelines, establishing budgets and timelines, performing assessments and inspections, and monitoring the progress of operations, resolving issues or conflicts should any arise. There are also instances when a help desk manager must facilitate the communication between internal and external parties, recruit and train new members of the workforce, and implement policies and procedures to optimize operations.

Help desk manager responsibilities

Here are examples of responsibilities from real help desk manager resumes:

  • Provide guidance to help desk and manage third party vendors to insure all SLAs are met.
  • Manage SLA, and provide metrics in order to make technical decisions regarding the allocation of technical resources.
  • Lead a team of 5 technicians in setting up a separate LAN to support the ship's reactor division.
  • Lead and contribute to the configuration and maintenance of all server, desktop and laptop hardware, OS and software.
  • Manage and troubleshoot application availability to users through Citrix MetaFrame.
  • Manage project to migrate acquire company to HealthcareSource VOIP host phone solution, email and Microsoft active directory environment.
  • Negotiate, establish, and continuous achievement of SLAs base on call center and help desk requirements.
  • Collaborate with vendors to troubleshoot and fix third-party software applications.
  • Perform daily maintenance and repair of DCTC client workstations, printers and scanners.
  • Provide assistance with ADL's, companionship, and all other aspects of wellness.
  • Implement and report on overall service metrics and key performance indicators (KPI's).
  • Analyze and remedy issues involving commercial and proprietary software, hardware malfunctions and basic networking.
  • Provide maintenance on workstations by installing latest windows updates, scanning for viruses and spyware.
  • Assist in streamlining manual processes via creating SQL DTS packages to import excel spreadsheets into a database.
  • Create compliance policies base on OS version, jailbreak status, and security profile status of mobile devices.

Resume

Help desk manager skills and personality traits

We calculated that 17 % of Help Desk Managers are proficient in Customer Service , Technical Support , and Help Desk . They’re also known for soft skills such as Customer-service skills , Listening skills , and Problem-solving skills .

We break down the percentage of Help Desk Managers that have these skills listed on their resume here:

Created and developed education to resolve complex customer service inquiries and disseminated the information to all levels of management and specialists.

Copyright Office s web-based portal for filing electronic copyright applications and providing desk-top and technical support for internal Copyright Office staff.

Managed Help Desk/Desktop/VDI projects as well as other internal IT projects while supporting enterprise-wide Help Desk daily operations/desktop computing services.

Implemented resolutions based on survey questions/problems response pertaining to Help Desk supported hardware and software applications.

Created and maintained client-specific process documentation, according to Information Technology Infrastructure Library (ITIL) techniques.

Used Peregrine Call Management software to manage call throttling to call center agents and monitor call tickets and phone calls.

"customer service," "technical support," and "help desk" are among the most common skills that help desk managers use at work. You can find even more help desk manager responsibilities below, including:

  • Customer-service skills. One of the key soft skills for a help desk manager to have is customer-service skills. You can see how this relates to what help desk managers do because "computer support specialists must be patient and sympathetic." Additionally, a help desk manager resume shows how help desk managers use customer-service skills: "designed the processes and procedures to incorporate several independent customer support teams under one umbrella into a coordinated cohesive effective unit. "
  • Listening skills. Another essential skill to perform help desk manager duties is listening skills. Help desk managers responsibilities require that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Help desk managers also use listening skills in their role according to a real resume snippet: "communicated client support changes to the help desk team (on-site and remote); incorporated changes into the knowledge base. "
  • Problem-solving skills. This is an important skill for help desk managers to perform their duties. For an example of how help desk manager responsibilities depend on this skill, consider that "support workers must identify both simple and complex computer problems, analyze them, and solve them." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a help desk manager: "instituted a call tracking data base to capture call types, resolutions and time spent on each call. "
  • Speaking skills. For certain help desk manager responsibilities to be completed, the job requires competence in "speaking skills." The day-to-day duties of a help desk manager rely on this skill, as "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." For example, this snippet was taken directly from a resume about how this skill applies to what help desk managers do: "developed and presented monthly metrics to senior management monthly and weekly for the help desk staff. "
  • Writing skills. Another crucial skill for a help desk manager to carry out their responsibilities is "writing skills." A big part of what help desk managers relies on this skill, since "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." How this skill relates to help desk manager duties can be seen in an example from a help desk manager resume snippet: "provided superior customer service, increasing sales while adhering to company underwriting procedures. "

See the full list of help desk manager skills

The three companies that hire the most help desk managers are:

  • Robert Half 7 help desk managers jobs
  • ICF 4 help desk managers jobs
  • Stripe 4 help desk managers jobs

Choose from 10+ customizable help desk manager resume templates

Help Desk Manager Resume

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Help desk manager vs. support lead.

A support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.

If we compare the average help desk manager annual salary with that of a support lead, we find that support leads typically earn a $9,462 lower salary than help desk managers make annually.

While their salaries may differ, the common ground between help desk managers and support leads are a few of the skills required in each roleacirc;euro;trade;s responsibilities. In both careers, employee duties involve skills like customer service, technical support, and itil.

While similarities exist, there are also some differences between help desk managers and support lead. For instance, help desk manager responsibilities require skills such as "help desk," "desk support," "phone calls," and "project management." Whereas a support lead is skilled in "cash management," "sales floor," "payroll," and "infrastructure." This is part of what separates the two careers.

The education levels that support leads earn slightly differ from help desk managers. In particular, support leads are 2.7% more likely to graduate with a Master's Degree than a help desk manager. Additionally, they're 0.3% more likely to earn a Doctoral Degree.

Help desk manager vs. Technician support tier

A technician support tier focuses on providing technical support to clients or employees within a company. Typically working in a team setting, a technician support tier addresses technical problems and troubleshoots to identify the root of the issues and perform necessary corrective measures or repairs. Their responsibilities also revolve around responding to inquiries, answering calls and correspondence, conducting regular maintenance of systems and networks, maintaining records of all transactions, and supporting software and networks. Furthermore, it is essential to coordinate with all team members while adhering to the company's policies and regulations.

On average, technician support tiers earn a $41,389 lower salary than help desk managers a year.

Only some things about these jobs are the same. Take their skills, for example. Help desk managers and technician support tiers both require similar skills like "customer service," "technical support," and "phone calls" to carry out their responsibilities.

Each career also uses different skills, according to real help desk manager resumes. While help desk manager responsibilities can utilize skills like "help desk," "desk support," "itil," and "customer satisfaction," technician support tiers use skills like "lan wan," "cisco ios," "tier ii," and "lan."

On average, technician support tiers earn a lower salary than help desk managers. Some industries support higher salaries in each profession. Interestingly enough, technician support tiers earn the most pay in the technology industry with an average salary of $62,098. Whereas help desk managers have higher pay in the technology industry, with an average salary of $93,765.

Average education levels between the two professions vary. Technician support tiers tend to reach similar levels of education than help desk managers. In fact, they're 4.6% less likely to graduate with a Master's Degree and 0.3% less likely to earn a Doctoral Degree.

Help desk manager vs. Technical support specialist

A technical support specialist is responsible for assisting customer's and businesses' concerns and system issues by performing troubleshooting and remote solutions. These specialists must have extensive knowledge of system applications, including software and hardware database to handle complex processes that might affect the end user's experience or the business' daily operations. Technical support specialists should maintain excellent communication skills to guide the client and business on solving network problems. They must also document concerns and progress promptly for reference and quality checks.

An average technical support specialist eans a lower salary compared to the average salary of help desk managers. The difference in salaries amounts to technical support specialists earning a $47,611 lower average salary than help desk managers.

Help desk managers and technical support specialists both have job responsibilities that require similar skill sets . These similarities include skills such as "customer service," "technical support," and "help desk," but they differ when it comes to other required skills.

There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a help desk manager is likely to be skilled in "itil," "project management," "level agreements," and "slas," while a typical technical support specialist is skilled in "troubleshoot," "math," "post sales," and "remote desktop."

Technical support specialists earn the highest salary when working in the finance industry, where they receive an average salary of $60,838. Comparatively, help desk managers have the highest earning potential in the technology industry, with an average salary of $93,765.

Technical support specialists typically earn similar educational levels compared to help desk managers. Specifically, they're 2.7% less likely to graduate with a Master's Degree, and 0.2% less likely to earn a Doctoral Degree.

Help desk manager vs. Computer technician

Computer technicians are skilled information technology professionals who handle concerns related to computers. They are responsible for assisting clients in software installations, troubleshooting needs, and repair needs. Computer technicians handle the maintenance and repair of both software and hardware of computers. They should be able to quickly pinpoint the causes of computer problems that the client encounters. They should also be able to answer the clients' computer-related inquiries and provide advice on proper computer handling. Computer technicians should have good analytical skills and decision-making skills.

Computer technicians typically earn lower pay than help desk managers. On average, computer technicians earn a $56,511 lower salary per year.

While their salaries may vary, help desk managers and computer technicians both use similar skills to perform their duties. Resumes from both professions include skills like "customer service," "technical support," and "desk support. "

Each job also requires different skills to carry out their responsibilities. A help desk manager uses "help desk," "itil," "phone calls," and "customer satisfaction." Computer technicians are more likely to have duties that require skills in "network printers," "laptop computers," "lan," and "software installation. "

The government industry tends to pay the highest salaries for computer technicians, with average annual pay of $48,277. Comparatively, the highest help desk manager annual salary comes from the technology industry.

In general, computer technicians hold similar degree levels compared to help desk managers. Computer technicians are 4.1% less likely to earn their Master's Degree and 0.2% less likely to graduate with a Doctoral Degree.

Types of help desk manager

How to become a manager.

  • Desk Manager

How To Become a Desk Manager

  • Help Desk Supervisor

How To Become a Help Desk Supervisor

Technical support services manager, how to become a technical support services manager, what similar roles do.

  • What a Computer Technician Does
  • What a Desk Manager Does
  • What a Desk Support Technician Does
  • What a Desktop Engineer Does
  • What a Desktop Support Analyst Does
  • What a Desktop Support Technician Does
  • What a Hardware Technician Does
  • What a Help Desk Administrator Does
  • What a Help Desk Analyst Does
  • What a Help Desk Coordinator Does
  • What a Help Desk Representative Does
  • What a Help Desk Specialist Does
  • What a Manager Does
  • What a Senior Support Technician Does
  • What a Support Lead Does

Help Desk Manager Related Careers

  • Computer Technician
  • Desk Support Technician
  • Desktop Engineer
  • Desktop Support Analyst
  • Desktop Support Technician
  • Hardware Technician
  • Help Desk Administrator
  • Help Desk Analyst
  • Help Desk Coordinator
  • Help Desk Representative
  • Help Desk Specialist
  • Senior Help Desk

Help Desk Manager Related Jobs

Resume for related jobs.

  • Computer Technician Resume
  • Desk Manager Resume
  • Desk Support Technician Resume
  • Desktop Engineer Resume
  • Desktop Support Analyst Resume
  • Desktop Support Technician Resume
  • Hardware Technician Resume
  • Help Desk Administrator Resume
  • Help Desk Analyst Resume
  • Help Desk Coordinator Resume
  • Help Desk Representative Resume
  • Help Desk Specialist Resume
  • Help Desk Supervisor Resume
  • Manager Resume
  • Senior Help Desk Resume
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  • Help Desk Manager
  • What Does A Help Desk Manager Do

job description for help desk manager

IT Service Desk Manager

Job description overview.

The IT Service Desk Manager job description involves handling various technical issues related to computer systems, applications, and networks. They manage a team of technical experts who provide support to end-users regarding IT-related problems. The IT Service Desk Manager is responsible for ensuring that all customer service standards are met, and the team resolves issues in a timely and efficient way.

The role is highly important in any IT organization, and a service desk manager needs experience in IT support and management. They should have in-depth knowledge of software, hardware, and network systems to help coach and train their team. The IT Service Desk Manager also spends time tracking trends in incidents and uses this data to improve services.

In summary, the IT Service Desk Manager job description requires prior industry experience, technical knowledge, excellent communication and leadership skills, and an ability to work under pressure. They are responsible for managing troubleshooting issues while upholding customer service standards.

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Table of contents, job duties and responsibilities.

  • Manage and supervise the IT service desk team
  • Ensure that all IT service requests are correctly logged, prioritized, and resolved within the defined service level agreements
  • Develop, implement, and maintain service desk policies, procedures, and standards
  • Monitor service desk performance metrics and provide regular reports to senior management
  • Perform regular service desk reviews to identify areas for improvement and optimize operations
  • Provide effective communication and collaboration across departments and stakeholders to ensure smooth operations and customer satisfaction
  • Ensure all staff members receive the necessary training and resources to provide high-quality customer service and technical support
  • Manage service desk budgets and expenses, including vendor contracts and purchasing of tools and equipment
  • Manage service desk incidents and escalations, including root cause analysis, resolution, and prevention 
  • Foster a positive and supportive work environment that values teamwork, quality, and continuous improvement.

Experience and Education Requirements

If you want to become an IT Service Desk Manager, you'll need both education and experience. Generally, employers will require a bachelor's degree or higher in Information Technology or a related field. But, education is not the only thing that counts. You'll need to have experience in supervising and managing a team, as well as a deep understanding of the technology used in your industry. You should be able to communicate well with customers and colleagues, have strong organizational skills, and work well under pressure. You should also be able to thrive in a constantly evolving work environment, where you'll need to stay up-to-date with the latest technologies and trends.

Salary Range

As an IT Service Desk Manager, you can expect to earn a salary between $60,000 to $110,000 in the United States, depending on your experience and location. According to Glassdoor, the average base pay is $79,253 per year in the US. In other countries, such as the United Kingdom or Australia, the range is similar, averaging between £30,000 to £50,000 and AU$65,000 to AU$110,000 respectively. However, it's important to note that salary ranges can vary depending on factors such as company size, industry, and level of responsibility. IT Service Desk Manager salary range. Sources: Glassdoor, PayScale, Salary.com.

Career Outlook

The career outlook for an IT Service Desk Manager in the Information Technology industry over the next 5 years is extremely promising. According to the United States Bureau of Labor Statistics, the employment of computer and information systems managers, including Service Desk Managers, is projected to grow 10% from 2019 to 2029, which is much faster than the average for all occupations. With the continuous growth and advancement of technology, there is an increasing demand for IT professionals who can manage and support these systems effectively. Companies of all sizes and sectors will continue to rely on IT Service Desk Managers to ensure smooth operation of their computer systems and networks. Therefore, this field is undoubtedly growing and offers abundant opportunities for those who pursue a career in it.

Frequently Asked Questions (FAQ)

Q: What is an IT Service Desk Manager?

A: An IT Service Desk Manager is responsible for ensuring that the IT support team provides effective and efficient technical support to the organization's staff and customers.

Q: What are the key responsibilities of an IT Service Desk Manager?

A: The key responsibilities include managing the IT support team, ensuring that the team adheres to service level agreements, identifying and resolving technical issues, and implementing IT service management best practices.

Q: What qualifications are required to become an IT Service Desk Manager?

A: Generally, a bachelor's degree in a relevant field, such as computer science or information technology, and several years of experience in IT support or management are required. Additional certifications in IT service management, project management, or leadership may be preferred.

Q: What skills are necessary to succeed as an IT Service Desk Manager?

A: Strong leadership, communication, and customer service skills are essential. The ability to manage multiple priorities, problem-solve, and stay current with emerging technologies is also important.

Q: What career opportunities are available to an IT Service Desk Manager?

A: An IT Service Desk Manager may advance to a higher-level IT management role, such as IT Director or Chief Information Officer. Other options include specializing in a particular area of IT, such as cybersecurity or data analysis.

Information Technology

Job descriptions:, it security administrator assistant, cloud infrastructure manager, devsecops training specialist, sap security consultant, finops financial transformation manager.

IMAGES

  1. Desk Manager Job Description

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  2. Help Desk Coordinator Job Description

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  3. Sample Resume for a Midlevel IT Help Desk Professional

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  4. Help Desk Manager Job Description

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  5. Help Desk Support Job Description

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  6. Help Desk Technician Job Description

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COMMENTS

  1. Help Desk Manager Job Description [+2024 TEMPLATE]

    Help Desk Manager job description A Help Desk Manager is responsible for leading a technical support team, ensuring timely and accurate customer service, recruiting and training representatives, and establishing customer service standards. They require a strong technical background, problem-solving skills, and excellent communication. 30,832

  2. Help Desk Manager Job Description

    Help Desk Manager Responsibilities: Managing and supporting a team of help desk technicians. Mentoring your team, providing training, and conducting performance evaluations. Monitoring team performance and developing feedback reports for management. Communicating with clients and providing in-person and phone support, if required.

  3. Help Desk Manager Job Description

    Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates.

  4. Help Desk Manager Duties & Responsibilities: How to Start ...

    A help desk manager streamlines the activities of a help desk, from monitoring the performance of service agents to ensuring that the service desk is helping the organization meet its KPIs. We recently went over some help desk manager interview questions; in this article, we explore the role of a help desk manager and what it takes to become one.

  5. Help Desk Manager Job Description

    Help desk manager provides desktop computer technical support including troubleshooting and resolution of issues with software, hardware, and network connectivity. Help Desk Manager Duties & Responsibilities To write an effective help desk manager job description, begin by listing detailed duties, responsibilities and expectations.

  6. Service Desk and Support Manager: Role Description and Responsibilities

    The service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. To meet these many demands, a good service desk manager must have:

  7. Help Desk Manager Job Description Template

    The Help Desk Manager plays a critical role in ensuring customer satisfaction by providing effective support services to internal and external clients. They are responsible for managing and supervising a team of support staff to ensure timely resolution of technical issues and customer inquiries.

  8. Help Desk Manager Job Description

    Help Desk Manager Job Description Job descriptions Call Center and Customer Service Job summary 1 The Help Desk Manager role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance.

  9. Helpdesk Manager Job Description

    Job Description. 4.5. 188 votes for Helpdesk Manager. Helpdesk manager provides technical leadership in planning, configuring, installing and maintaining enterprise networks, and convergent technologies in data, video and voice networks.

  10. Help Desk Manager Job Description Sample Template

    Help Desk Manager Job Summary We are searching for an experienced, motivated individual to join our company as a Help Desk Manager. As part of our IT solutions team, you oversee a staff of help desk professionals, and you are the primary supervisor of the problem management process.

  11. Help Desk Manager Job Descriptions for Hiring Managers and HR

    Help Desk Manager Job Descriptions The first step when hiring a great help desk manager is a well-crafted job description. Below are real-world examples to help give you the best chance of success on your recruiting journey. Example 1 Example 2 Example 3 Example 4 Candidate Certifications to Look For Certified Service Desk Manager (CSDM).

  12. Service Desk Manager Job Description

    Responsibilities for service desk manager. Responsible for planning, organizing, and implementing any new Service Desk standards. Manage team performance, provide leadership and mentoring, and use a wide range of tools and techniques to create and maintain a collaborative, motivated, and positive team atmosphere.

  13. Help Desk Manager Job Description And Requirements

    The average help desk manager job description intro is about 263 words; The responsibilities section of a help desk manager job description contains an average of 15 bullet points; The requirements section of a help desk manager contains an average of 12 bullets points; Find Better Candidates in Less Time.

  14. Help Desk Manager Job Description

    Help desk managers are team leaders that actively tailor and update service desk initiatives so that members of the service desk staff can gel together in a more efficient and cohesive way.

  15. Help Desk Manager Job Description

    Team management skills BSc degree in Computer Science٫ Information Technology or relevant field Post this Help Desk Manager job ad to 50+ free job boards with one click. A Help Desk Manager job description template to hire for your Customer Service department.

  16. Help Desk Manager Job Description (2022 Updated)

    Help Desk Manager Job Description Template The Help Desk Manager is responsible for managing the help desk team and ensuring that all customer inquiries are resolved in a timely and efficient manner. The Help Desk Manager will also be responsible for training new team members, creating work schedules, and monitoring team performance.

  17. Help Desk Manager

    A help desk manager is responsible for managing a team of technical support representatives who answer customer questions and troubleshoot technical problems, such as computer crashes and problems with network access.

  18. What Does A Help Desk Manager Do

    Help desk manager responsibilities Here are examples of responsibilities from real help desk manager resumes: Provide guidance to help desk and manage third party vendors to insure all SLAs are met. Manage SLA, and provide metrics in order to make technical decisions regarding the allocation of technical resources.

  19. Help Desk Manager Job Description

    A Help Desk Manager job description involves overseeing a team of technical support staff that helps computer users address problems with software, hardware, and other devices. These managers are responsible for providing the first line of support when users experience technical difficulties.

  20. Help Desk Manager job description template

    Evaluate staff performance Ensure adherence to standards Ensure staff's competitiveness Make sure for staff to always provide exceptional customer service Plan and implement office policies and procedures Set specific customer service standards Set specific customer service KPIs Measure and prepare reports on KPIs Help Desk Manager requirements

  21. Help Desk Manager Job Description

    Manage Service Desk Support team and other Desk Technicians. Provide adequate services to the customers. Provide timely response to tickets along with the distribution of tickets to appropriate team members. Handle all the complaints and queries efficiently. Provide the best solutions for technical issues and problems.

  22. IT Service Desk Manager

    The IT Service Desk Manager is responsible for ensuring that all customer service standards are met, and the team resolves issues in a timely and efficient way. . The role is highly important in any IT organization, and a service desk manager needs experience in IT support and management. They should have in-depth knowledge of software ...

  23. Guide To A Career In Hospitality Management

    Job Description: Travel agents help their clients book and manage vacations and business trips. Part of the job involves understanding clients' schedules, budgets and travel preferences to plan ...