Also referred to as an IT Service Desk Manager, a Help Desk Manager is responsible for managing a team of IT support staff, ensuring the timely delivery of quality technical support to clients. They are required to maintain high standards of customer service, as well as train and support technical staff, and manage support tickets within a dynamic timeframe.
Help Desk Manager job description
As a crucial member of the IT team, a typical Help Desk Manager job description should include, but is not limited to:Resolve technical issuesManage support ticketsTrain and support technical staffMaintain high levels of customer serviceImprove operations and evolving best practice.As the Help Desk Manager is often the first point of contact for the IT department, it is essential the Help Desk Manager is able to bridge the gap between technical and non-technical staff.
What skills and qualifications should a Help Desk Manager have?
A highly technical supervisory role, Help Desk Managers need to have a high level of IT knowledge. A tertiary education is not required, but demonstrable and broad knowledge of hardware, software, and networks is essential. The ability to lead a team is also an important aspect of the role, as is customer service.Help Desk Managers should also have skills in:Problem solvingManagementCritical thinkingTeamwork and collaborationOrganisational skillsThere are a number of reputable certifications that are helpful but not strictly necessary for Help Desk Managers to have. The CompTIA A+ and/or Network+ is a popular choice, as are:HDI-CSRITIL Foundation CertificationGoogle IT CertificationsMicrosoft IT Support
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