Skills, Knowledge & Experience
- Understand the core business
- Knowledge ITIL
- Knowledge of Incident Management
- Knowledge of Change Management
- Understanding of Service Level Agreements (SLA)
- Understanding of Service Delivery
- Customer Service Skills
- Excellent Communication, written and verbal
- Organizational Skills
Organizational Position
This position will manage a team of IT professionals and will likely report to a Service Delivery Manager or an IT Manager..
Help Desk Manager Job Description
Job Description
The Help desk role connects the customer and IT department. The manager of the help desk develops and improves processes, procedures and communication channels that helpdesk staff use in order to service clients.
Tasks and Activities
- Mentor and develop team members.
- Respond to requests for technical assistance by phone, email and/or using a help desk management system.
- Track statistics on issue and problem resolution.
- Apply and/or enforce ITIL, change management processes and risk management processes.
- Develop processes for escalation to Tier 2 and Tier 3 support teams.
- Produce monthly performance reports .
- Act as an escalation point for critical incidents.
- Ensure that IS&T is represented at the highest level of professionalism when communicating with clients.
Role at a glance
What You Know
Understand the core business
Knowledge ITIL
Knowledge of Incident Management
Knowledge of Change Management
Understanding of SLAs
Understanding of Service Delivery
What You Do
Mentor and develop team members
Act as an escalation point for incidents
Produce service delivery reports
Produce incident reports
Ensure SLA helpdesk performance metrics are met and exceeded
Establish process and procedures
What You Are
Friendly and approachable
A leader
A great communicator and facilitator
Have great attention to detail
Motivated to beat challenging targets
Qualifications & Certifications
ITIL certification(s) and/or Tertiary Qualifications may be desirable.
Key Competencies
Customer Service
Judgement & Decision Making
Customer Consideration
Developing Self and/or Others
Attributes of an Excellent Help Desk Manager
Staff churn can be a challenge in the help desk. An excellent manager promotes career progression that can develop staff and also keep their skills and experience within the team. An excellent manager also encourages outstanding ticket closure rates in a positive and rewarding manner rather than by pressuring staff.
Attraction to the position and job retention strategies for employers
As with any management position, this role can be seen as career progression for experienced help desk staff and a logical move into management roles.
Although the job can be high pressure, it can also be highly rewarding in terms of exceeding monthly/quarterly targets.
Page Research Level (PRL)
A key designed to give an indication of the depth of research used to produce the content of the page.
PRL Key Jobs researched
Level 0 =0-6
0-6Level 1 =6-29
6-29Level 2 =30-49
30-49 Level 3 =50-79
50-79Level 4 =80-99
80-99Level 5 =100+
100+Helpdesk Pathways
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