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)
Describes the importance of service delivery in meeting customer expectations and business goals.
Level 2 Behaviors
(Light Experience)
Assists in creating action plans to streamline the service delivery process.
Level 3 Behaviors
(Moderate Experience)
Defines key metrics in measuring service delivery process.
Level 4 Behaviors
(Extensive Experience)
Directs the implementation of service standards to ensure quality-focused delivery of services.
Level 5 Behaviors
(Mastery)
Designs end-to-end customer-driven solutions to deliver high quality services and customer satisfaction.
Skill definition-Offering hands-on assistance and solutions to end-users in addressing and troubleshooting technical issues.
Level 1 Behaviors
(General Familiarity)
Describes the difference between the three levels of technical support.
Level 2 Behaviors
(Light Experience)
Follows standard procedures in providing technical support and escalations.
Level 3 Behaviors
(Moderate Experience)
Delivers tier II support services to resolve and diagnose complex technical problems.
Level 4 Behaviors
(Extensive Experience)
Facilitates training to employees on the development and delivery of standard technical assistance.
Level 5 Behaviors
(Mastery)
Creates a monitoring system to evaluate technical support metrics and maximize customer support.
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)
Describes the core principles of business process improvement.
Level 2 Behaviors
(Light Experience)
Collects data from various channels to support analysis of business processes.
Level 3 Behaviors
(Moderate Experience)
Develops alternative solutions to business process improvement and assesses their feasibility.
Level 4 Behaviors
(Extensive Experience)
Deploys cost-effective and time-efficient solutions to business process issues.
Level 5 Behaviors
(Mastery)
Facilitates the implementation of business process improvement strategies.
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.
Level 2 Behaviors
(Light Experience)
Assists in developing and improving budgeting models, plans, and strategies.
Level 3 Behaviors
(Moderate Experience)
Compares planned budgets vs. actual expenditures, identifies, reports, and explains variances.
Level 4 Behaviors
(Extensive Experience)
Determines system capabilities and needs to improve the process for financial budgeting.
Level 5 Behaviors
(Mastery)
Develops financial models to support the strategic improvement of our budgeting processes.
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.
