Help Desk Manager job description guide

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What is a Help Desk Manager?

Also referred to as an IT Service Desk Manager, a Help Desk Manager is responsible for managing a team of IT support staff, ensuring the timely delivery of quality technical support to clients. They are required to maintain high standards of customer service, as well as train and support technical staff, and manage support tickets within a dynamic timeframe.

What should be included in a Help Desk Manager job description?

As a crucial member of the IT team, a typical Help Desk Manager job description should include, but is not limited to:

  • Resolve technical issues
  • Manage support tickets
  • Train and support technical staff
  • Maintain high levels of customer service
  • Improve operations and evolving best practice.

As the Help Desk Manager is often the first point of contact for the IT department, it is essential the Help Desk Manager is able to bridge the gap between technical and non-technical staff.

What skills and qualifications should a Help Desk Manager have?

A highly technical supervisory role, Help Desk Managers need to have a high level of IT knowledge. A tertiary education is not required, but demonstrable and broad knowledge of hardware, software, and networks is essential. The ability to lead a team is also an important aspect of the role, as is customer service.

Help Desk Managers should also have skills in:

  • Problem solving
  • Management
  • Critical thinking
  • Teamwork and collaboration
  • Organisational skills

There are a number of reputable certifications that are helpful but not strictly necessary for Help Desk Managers to have. The CompTIA A+ and/or Network+ is a popular choice, as are:

  • ITIL Foundation Certification
  • Google IT Certifications
  • Microsoft IT Support

How much does a Help Desk Manager earn?

$50,000 - $80,000

A Help Desk Manager salary is determined typically by the number of years of experience, soft and technical skills, and the scale of responsibilities in the organisation. To find out what a Help Desk Manager is earning this year, download our complimentary Robert Half Salary Guide.

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