Help desk managers are responsible for all aspects of client support services. They manage a team of customer service analysts and are tasked with establishing policies that best identify client needs, address their issues, and provide them with accurate responses to questions. Most help desk managers are external client-directed. However, in larger companies, they may handle internal questions, such as at an information technology (IT) help desk.
The primary responsibility of help desk managers is to establish a clear work flow for their help desk analysts. This involves breaking customer interactions into stages or tiers and assigning appropriately experienced analysts to deal with each tier of problem difficulty. They are then responsible for ensuring customer care quality is maintained through proper monitoring of analysts and through providing continuing education on changes in company policies and services. Help desk managers work in an office environments, usually for about 40 hours per week. They must deal with new and emerging issues on a regular basis, making problem solving and conflict resolution a valuable skill for help desk managers. They meet with management to give status updates about the needs of their department, and they are the primary contact point regarding all departmental issues.
Help desk managers are typical required to hold a bachelor’s degree or equivalent experience in the field. To reach the managerial level, several years’ experience in help desk services is required. For larger departments this may include seven or more years of experience, with two or more years directly providing help desk services in the field of the company.
Help Desk Manager 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.