The average pay for a Service Desk Manager is AU$79,071 per year. For the first five to ten years in this position, salary increases somewhat, but any additional experience does not have a big effect on pay. People in this job generally don't have more than 20 years' experience.
|Salary||AU$58,852 - AU$116,350|
|Bonus||AU$0.00 - AU$8,877|
|Total Pay (|
XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).)
|AU$58,993 - AU$116,174|
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. (Copyright 2018 PayScale.com)
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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