Service Desk Manager Salary
Service Desk Managers in the United States are often veterans in their line of work, with more than half bringing more than 10 years of experience to the table. Salaries slide in at $76K per year on average but can range from $39K to $107K per year. Including potential for bonuses and profit sharing — peaking near $11K and $12K, respectively — total cash payment to Service Desk Managers can bottom out near $39K or peak near $107K depending on individual performance. Geographic location and career duration each impact pay for this group, with the former having the largest influence. The majority of workers are highly satisfied with their job. A large number report receiving medical coverage from their employers and a fair number collect dental insurance. This overview is based on answers to PayScale's salary questionnaire.
Job Description for Service Desk Manager
A service desk manager oversees a group of customer service agents and often works at a call center. This type of manager must make sure that a high level of service is maintained and all clients are satisfied; this can be done by continuous evaluation of service desk employees, as well as surveys for clients.Read More...
Service desk managers should determine the basic goals of the service center and have extensive knowledge in their respective field. From here, he/she will be able to make a model of operation. When those in this position work as outsourced agencies for a company, they must make sure the company is receiving the results it needs from the service center. They are also in charge of training new employees and ensuring that current employees receive continuous training on new developments, company offerings, and service methods.
Other aspects of this job include scouting, hiring, and recruiting. The service desk manager may also be able to create programs and activities to boost company morale. When service desk agents are not performing as necessary, the manager should take steps to help the agents improve, and/or discipline them when needed. When the service desk also involves sales, the manager may create sales goals and devise commission plans. This is a supervisory position, so jobs may require experience in leading teams.
Service Desk Manager Tasks
- Oversee daily operations, including schedules, escalations, and reporting.
- Perform analyses, create reports, and implement emergency plans.
- Participate in root cause analysis and communicate findings to customers.
- Prioritize projects, identify goals, determine budget, and assign staff to reach goals.
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Popular Skills for Service Desk Manager
Service Desk Managers note just a narrow range of job skills. Most notably, skills in Information Technology Infrastructure Library, People Management, Information Technology Support, and Systems Help Desk Management are correlated to pay that is above average, with boosts in pay of 6 percent. Most people familiar with Customer Service also know People Management and Systems Help Desk Management.
Pay by Experience Level for Service Desk Manager
Median of all compensation (including tips, bonus, and overtime) by years of experience.
For Service Desk Managers, level of experience appears to be a somewhat less important part of the salary calculation — more experience does not correlate to noticeably higher pay. Salaries for the relatively untried average out to around $61K, but survey participants with five to 10 years of experience earn a significantly higher median of $77K. Service Desk Managers who work for 10 to 20 years in their occupation tend to earn about $86K. Service Desk Managers with more than 20 years of experience report incomes that are no higher than those with 10 to 20 years on the job.
Pay Difference by Location
Surpassing the national average by 27 percent, Service Desk Managers in San Francisco receive some of the highest pay in the country. Service Desk Managers will also find cushy salaries in Miami (+24 percent), New York (+22 percent), Washington (+18 percent), and Dallas (+7 percent). The smallest paychecks in the market, 11 percent south of the national average, can be found in Los Angeles. Workers in Charlotte and Santa Barbara earn salaries that trail the national average for those in this profession (10 percent less and 9 percent less, respectively).