Manages the staff and operations of an organization’s technical help desk.
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.
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.
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)
Cites examples of constraints and benefits in service delivery.
Level 2 Behaviors
(Light Experience)
Applies various communication styles in providing our services to customers.
Level 3 Behaviors
(Moderate Experience)
Communicates with any disgruntled customers to win back their trust and business.
Level 4 Behaviors
(Extensive Experience)
Creates innovative strategies to address reliability issues and optimize service delivery process.
Level 5 Behaviors
(Mastery)
Conceptualizes effective staffing and scheduling patterns to uphold our quality of service delivery.
Skill definition-Offering hands-on assistance and solutions to end-users in addressing and troubleshooting technical issues.
Level 1 Behaviors
(General Familiarity)
Cites the advantages of technical support solutions in customer service.
Level 2 Behaviors
(Light Experience)
Collects and reports usability feedback from customers to help improve technical support processes.
Level 3 Behaviors
(Moderate Experience)
Contributes to the improvement of technical support process to enhance customer service.
Level 4 Behaviors
(Extensive Experience)
Develops action plans to address deficiencies regarding technical support.
Level 5 Behaviors
(Mastery)
Champions the adaption of new technology and methodologies to increase technical support efficiency.
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)
Cites basic business process improvement techniques and processes.
Level 2 Behaviors
(Light Experience)
Assists in preparing flow charts to visualize each step in the new workflow.
Level 3 Behaviors
(Moderate Experience)
Consults in the identification and resolution of process issues.
Level 4 Behaviors
(Extensive Experience)
Defines the best ways to align our new processes with the desired outcomes.
Level 5 Behaviors
(Mastery)
Designs various tools to be used for the business process improvement efforts.
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)
Compiles a list of basic issues and risks for conducting our budget processes.
Level 2 Behaviors
(Light Experience)
Applies established guidelines for conducting our budgeting processes.
Level 3 Behaviors
(Moderate Experience)
Communicates budget objectives and plans to help identify financial trends and create budget forecasts.
Level 4 Behaviors
(Extensive Experience)
Anticipates organizational income and expenses to make forecasts and develop budget plans.
Level 5 Behaviors
(Mastery)
Adapts relevant industry trends on techniques in financial budgeting in our organization.
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.
