A help desk manager working in information technology (IT) must have a broad understanding of the technological needs of their company and/or its customers, including the specific technologies accessed by users contacting their organization's help desk. The help desk may focus on the internal network needs of an organization or company; it may also focus on helping external users utilize a technical manual or helping external users understand a website, app, program, social media site, or other service.
An IT help desk manager must have extensive knowledge of the software and hardware packages being used by the help center's clients. Aside from the skills that all managers need - such as good interpersonal, organizational, and resource-conservation skills skills - an IT help desk manager must be fully versed in all aspects of the relevant technologies. The help desk manager must be able to creatively problem solve within the bounds of the financial resources available and be able to see the bigger picture of how the particular problem fits into a larger process for the consumer or user. An IT help desk manager must be able to listen to the user’s concerns, distill the problem down to its fundamental concerns, make sure that the user feels looked after by the help desk, and help solve the problems by explaining things concisely and clearly.
Often, a bachelor's degree in computer science, technical communication, or engineering is a prerequisite for help-desk management positions; however, individuals with no degree who have extensive experience with the relevant software or hardware may work at the help desk and could earn promotion to help desk manager.
Help Desk Manager, IT Tasks
- Hire, review, and fire non-management employees.
- Plan, direct, and coordinate of the internal information technology help desk.
- Perform extensive customer communication.
- Oversee servicing of a range of equipment from workstations to servers to networks.
- Plan, direct and coordinate daily activities of a department/group/team.