Skills & Competencies for Help Desk Manager

Help Desk Manager job profile

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JOB SUMMARY for Help Desk Manager

Manages the staff and operations of an organization’s technical help desk.

JOB RESPONSIBILITIES for Help Desk Manager

Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues.

Help Desk Manager SALARY RANGE

BASE 50%
$122,408
TOTAL 50%
$131,307
Job Level
M02
Job Code
IT10000243
Education/Degree
Bachelor's Degree
Reports To
Director

Help Desk Manager Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Help Desk Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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12 general skills or competencies (Job family competencies) for Help Desk Manager

1 Job Family Competencies – Service Delivery
Proficiency Level -3
Skill definition-Creating and implementing innovative strategic plans and solutions to address customer concerns and needs and meet service delivery expectations.
Level 1 Behaviors
(General Familiarity)
Lists most commonly used tools in service delivery.
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Level 2 Behaviors
(Light Experience)
Reports issues and negative experiences encountered by customers to improve service delivery.
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Level 3 Behaviors
(Moderate Experience)
Prepares surveys to identify customer rating on delivered services compared to their expectations.
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Level 4 Behaviors
(Extensive Experience)
Oversees the overall service delivery process to improve quality and maintain customer satisfaction.
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Level 5 Behaviors
(Mastery)
Improves existing processes to streamline the delivery of top-notch services and meet customer demands.
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2 Job Family Competencies – Technical Support
Proficiency Level -3
Skill definition-Offering hands-on assistance and solutions to end-users in addressing and troubleshooting technical issues.
Level 1 Behaviors
(General Familiarity)
Lists the step-by-step process of the back-end system as it relates to technical support.
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Level 2 Behaviors
(Light Experience)
Receives and answers customer calls to identify root cause of technical issues and concerns.
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Level 3 Behaviors
(Moderate Experience)
Researches technical developments to adapt new tools and drive seamless technical support delivery.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvements to current technologies and methods to improve the quality of technical support.
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Level 5 Behaviors
(Mastery)
Forecasts future trends in technical support services to create new approaches in handling customer concerns.
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3 Help Desk Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Help Desk Manager
Proficiency Level - 4
5 Competency for - Help Desk Manager
Proficiency Level - 5

13 soft skills or competencies (core competencies) for Help Desk Manager

1 Core Competencies – Business Process Improvement
Proficiency Level -2
Skill definition-Proactively defining, analyzing, and streamlining existing business processes within an organization to meet new quotas or standards of quality.
Level 1 Behaviors
(General Familiarity)
Names various methods used to practice business process improvement.
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Level 2 Behaviors
(Light Experience)
Suggests changes to the existing processes and structure in our business.
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Level 3 Behaviors
(Moderate Experience)
Recommends the business process management system that meets our business needs.
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Level 4 Behaviors
(Extensive Experience)
Resolves underlying issues that bring about the business process bottlenecks.
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Level 5 Behaviors
(Mastery)
Restructures ways to align business processes with organizational goals.
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2 Core Competencies – Budgeting
Proficiency Level -2
Skill definition-Applying specific policies, tools and practices to plan and prepare projected revenues, expenses, cash flows, and capital expenditures.
Level 1 Behaviors
(General Familiarity)
Describes the concepts and principles of budgeting operations.
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Level 2 Behaviors
(Light Experience)
Assists in developing and improving budgeting models, plans, and strategies.
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Level 3 Behaviors
(Moderate Experience)
Compares planned budgets vs. actual expenditures, identifies, reports, and explains variances.
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Level 4 Behaviors
(Extensive Experience)
Determines system capabilities and needs to improve the process for financial budgeting.
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Level 5 Behaviors
(Mastery)
Develops financial models to support the strategic improvement of our budgeting processes.
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3 Help Desk Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Help Desk Manager
Proficiency Level - 4
5 Competency for - Help Desk Manager
Proficiency Level - 5

Summary of Help Desk Manager skills and competencies

There are 0 hard skills for Help Desk Manager..
12 general skills for Help Desk Manager, Service Delivery, Technical Support, Computer Hardware, etc.
13 soft skills for Help Desk Manager, Business Process Improvement, Budgeting, Service Excellence, etc.
While the list totals 25 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Help Desk Manager, he or she needs to be proficient in Business Process Improvement, be proficient in Budgeting, and be skilled in Service Excellence.

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