How to Become a Help Desk Supervisor
Step 1: Understand the job description and responsibilities of a Help Desk Supervisor
What does a Help Desk Supervisor do?
A Help Desk Supervisor supervises the day-to-day operations of the help desk. Identifies, researches, and resolves complex technical problems. Being a Help Desk Supervisor creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Additionally, Help Desk Supervisor coordinates referrals to appropriate technical, professional or service personnel for follow-up. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Help Desk Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. To be a Help Desk Supervisor typically requires 3 years experience in the related area as an individual contributor.
Computer support specialists provide help and advice to people and organizations using computer software or equipment.
They help IT staff analyze, troubleshoot, and evaluate computer network problems.
Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users.
They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.
Help-desk technicians may solve a range of problems that vary with the industry and the particular firm.
Step 2: Learn best tips to become a Help Desk Supervisor
Best tips for those who want to become a Help Desk Supervisor
Here are some tips to become a Help Desk Supervisor.
Step 3: View best colleges and universities for Help Desk Supervisor
Best colleges and universities for Help Desk Supervisor
- Butler University
- Carroll College
- Cooper Union
- High Point University
- Princeton University
- Providence College
Step 4: Think about whether is it worth to be a Help Desk Supervisor
Is being a Help Desk Supervisor Worth it?
2+ years leadership experience with direct reports, in help desk or service desk environment.
Experience with industry recognized technology support / help desk software (ticketing tools, knowledge management tools, call center tools, etc.).
Manage and maintain level one IT help desk, user self-help/diagnosis and solution system for both internal and external clients (New York State Department of Health, local counties and 3rd party service providers) by analyzing help desk performance through various statistical and reporting methods.
Your Role and ResponsibilitiesThe Help Desk Supervisors role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance.
5+ years of experience working with a Shared Service Center in a help desk capacity.
Step 5: Prepare relevant skills for being a Help Desk Supervisor
What skills do you need to be a Help Desk Supervisor?
In order to drive yourself and your team to success, in a management position you need to have a broad base of skills. For success in this position, you effeciency with these skills is key: Computer Troubleshooting, End-User Training, Help Desk, Help Desk Management, Issue Resolution, Laptop Repair, Mobile Computing, Mobile Device Support, Solution Delivery, Solution Management, Technical Troubleshooting. For this role, you will need to be adept in with: General Office Software, IT Help Desk Software, Operating System. Although every company varies in their requirements, these competencies will help you in this role.
Helped to track and monitor the time required to complete phone and email requests received by the Help Desk as a whole and per each analyst by referencing information from each incident reported through the Unicenter Service Desk program.
Attended training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies.
Help Desk Supervisors coordinate help desk employees and make sure excellent customer service is provided.
Analyzed trending data to create knowledgebase for help desk.
Recognized for leadership and team building skills by being selected to head the implementation of Salesforce/BMC Remedyforce Help Desk application.
Step 6: View average salary for Help Desk Supervisor
How much does a Help Desk Supervisor make?
The average salary range for a Help Desk Supervisor is from $75,252 to $107,950. The salary will change depending on your location, job level, experience, education, and skills.
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Average salary for Help Desk Supervisor jobs
- PC Help Desk Supervisor
- Help Desk Support
- Help Desk Technician
- Help Desk Supervisor I
- Help Desk Supervisor III
- Help Desk Supervisor II
- Help Desk Technician II
- Help Desk Technician I
- Junior Help Desk Support
- Help Desk Technician III