Help Desk Team Leader Salary
Job Description for Help Desk Team Leader
Help desk team leader positions are found in a variety of industries, but they are most common in information technology. Requirements for this job are mostly related to work experience, although some positions prefer a bachelor’s degree; additionally, most require a minimum of a high school diploma or equivalent. Work experience requirements depend on the company and pay level, but it usually includes at least two years in a help desk or customer service environment. Some positions may require specialized skills or credentials, such as security clearance and/or knowledge of specific technologies and applications.Read More...
Typical duties performed by help desk team leaders include working with customers and clients remotely to effectively solve problems and perform requested tasks. Skills to accomplish these tasks include analytic abilities, knowledge of relevant technology, and excellent communication skills. Other duties performed by these professionals include generating reports of incidents and work performed, as well as cooperating with other workers to effectively troubleshoot and analyze situations. Participation in regular meetings is also necessary, in addition to independently following all company protocol and policies.
The equipment regularly used by help desk team leaders typically includes computers and various software applications. Software varies by company, but suites such as VMWare and various operating systems are common. Work hours for these team leaders vary depending on the help desk's operating hours, overnight shifts and work during typical business hours are common. Physical requirements are generally limited to long hours at the computer in an indoor environment.
Help Desk Team Leader Tasks
- Lead help desk staff, setting schedules, evaluating performance, and creating standard protocols.
- Control work flow for tickets and long-term projects, and escalate issues as they arise.
- Build and maintain knowledge bases for users and help desk team.
- Interact with organization management to report metrics and to determine priorities and desired response times.
Common Career Paths for Help Desk Team Leader
Help Desk Team Leader Job Listings
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Popular Skills for Help Desk Team Leader
Survey results suggest that Help Desk Team Leaders use a fairly large toolkit of professional skills. Most notably, skills in Network Management / Administration, Microsoft Office, Team Leadership, and Help Desk / Desktop Support (Tier 2) are correlated to pay that is above average. Skills that pay less than market rate include Customer Service, Troubleshooting, and Windows Operating System General Use. Most people experienced in Help Desk / Desktop Support also know Customer Service and Information Technology (IT) Support.
Pay by Experience Level for Help Desk Team Leader
Median of all compensation (including tips, bonus, and overtime) by years of experience.
The average beginner in this position makes around $48K, but folks who have been around for five to 10 years see a markedly higher median salary of $55K. On average, Help Desk Team Leaders make $56K following one to two decades on the job. Survey participants with more than two decades under their belts actually report earning less than people with less experience; the former take home only $51K on average.
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Key Stats for Help Desk Team Leader
Rated 5 out of 5
based on 42 votes.