Help desk supervisors manage and oversee the help desk staff of the company they're working for. They provide technical help, supervise and coordinate group projects, and install any computer hardware and antivirus software. They also perform day-to-day help desk tasks, including answering questions and providing customer service. Help desk supervisors typically hire and train new employees in addition to managing the existing staff.
General computer knowledge is necessary, as most of the work is done on a PC. Proficiency in Microsoft Word and Excel is required, and an official Microsoft certification might be necessary. A high school diploma or equivalent is essential, and an associate's degree might be required. People skills and the ability to manage a small group of co-workers are helpful qualities to have for this job, though workers generally have one or more supervisors. Call center and phone experience is required, as well as proficiency in English. Previous management experience is also usually required. Help desk supervisors typically encounter a large spectrum of customers, so people skills and quick thinking are necessary.This is typically an indoor position with standard daytime office hours. However, night shifts are available at certain companies, and weekend hours tend to be available at most companies.
Help Desk Supervisor 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.