The help desk team leader ensures that the team is delivering great customer service, is meeting Service Level Agreements (SLAs) and is managing incident restoration. Meeting customer service expectations entails monitoring and reporting on performance metrics such as the number of calls received, the number of calls closed on first contact, the number of open calls and the number of open aged calls. These metrics are also common in SLA documents when service desk services are provided to a client.
Help Desk Analysts form the service desk team. The skill sets developed in this role form the basis of the team leader's role.
Help Desk Managers utilize analyst and team leader skill sets in order to motivate, measure, direct and lead service desk teams.
Service Delivery Managers are charged with the successful delivery of service engagements and are often ultimately responsible for the performance of service desk environments.
What Employers Seek from Customer Service Roles. Lists the seven most common keywords listed in customer service advertisements. It provides a great summary of the key factors in delivering quality customer service as seen by today's employers.
Technical Support Skills. This link lists the personal traits that employers listed in their job advertisements. It provides a window into the type of candidate that employers are looking to attract.
Leadership Skills in IT. Lists the leadership traits that employers listed in job advertisements. One trait in particular stood out with the highest demand.
- Drive the help desk team and instill a customer service culture that over delivers.
- Act as a technical escalation point for team members.
- Approve inter team escalations and oversee the incident to completion.
- Develop inter and intra team processes that promote efficiency and communications excellence.
- Oversee the prompt completion of breached SLA tickets.
- Track trouble ticket resolution metrics against SLAs.
- Promote processes that support the ITIL methodology, change management and risk management.
- Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics.
- Produce SLA exception reports and investigate the root cause of the SLA breach.
- Liaise with business units that have IT services demands to understand business drivers.
- Customer Service
- Planning & organizing
- Time management
- Managing Tasks
|Employer Demand %||Skill|
|83||Previous Work Experience|
|54||Excellent Communication, Written and Verbal Skills|
|46||Customer Service Skills|
|46||Proficiency in Active Directory|
|46||Knowledge of network basics|
|42||Word processing skills and spreadsheet applications (MS Office)|
|29||Email client skills (Microsoft Outlook)|
|13||Provide Mainframe support|
|13||Knowledge of VPN basics|
|8||Knowledge of Blackberry phone and Blackberry applications|
|TBA||Strong leadership skills|
|TBA||Customer Service Skills|
|TBA||Task and time management skills|
|29||IT Certification (specific qual. not specified)|
|13||Comptia A+ or Network+|
|4||Microsoft Office Specialist|
The following salary indicators were found for this role;
|Role||Roles Not Requesting a Degree||Roles Requesting a Degree||Top End|
|More salary details here.|
|More qualifications details here.|
This position is well suited to personable characters with strong customer service skills and leadership skills.
Job candidates may be attracted to this position because it introduces management skills and experience whilst building on help desk career skills.
Employers may reduce staff turnover in this role by providing a communications path that enables technical help desk report issues to be addressed by project, engineering and architectural groups for long term solutions. Long term repetitive problems outside the technical scope of this role can cause additional pressure and morale to drop in a role that is already demanding by nature.
Cerifications such as MCSE are more often requested for team leader roles than they are for regular help desk.
More Customer Service Job Descriptions here.
|Help Desk Analyst JD||Customer Service JDs||Customer Service Skills||Help Desk Resume|
|Help Desk Manager JD||Help Desk Cover Letters||Help Desk Qualifications||Hot Qualifications|