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)
Discusses the end-to-end delivery process for various services provided by the business.
Level 2 Behaviors
(Light Experience)
Collects feedback from customers to track and ensure seamless delivery of services.
Level 3 Behaviors
(Moderate Experience)
Evaluates the performance of teams in providing quality services to customers.
Level 4 Behaviors
(Extensive Experience)
Guides and trains teams in maximizing operational opportunities that promote outstanding service delivery.
Level 5 Behaviors
(Mastery)
Develops a service delivery framework that adapts to the changing industry practices of customer service.
Skill definition-Offering hands-on assistance and solutions to end-users in addressing and troubleshooting technical issues.
Level 1 Behaviors
(General Familiarity)
Documents best practices in technical support to address customer issues and technical needs.
Level 2 Behaviors
(Light Experience)
Identifies the problems and issues that require the assistance of technical support.
Level 3 Behaviors
(Moderate Experience)
Implements standard user guide in utilizing new tools to troubleshoot technical issues.
Level 4 Behaviors
(Extensive Experience)
Improves the overall technical support process to enhance customer relationship and service.
Level 5 Behaviors
(Mastery)
Designs a technical support flowchart to illustrate and streamline sequence of technical troubleshooting.
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)
Explains common symptoms of inefficient processes that call for business process improvement.
Level 2 Behaviors
(Light Experience)
Collects feedback directly from staff involved in the new process mapping.
Level 3 Behaviors
(Moderate Experience)
Manages process improvements to ensure that the entire system works efficiently.
Level 4 Behaviors
(Extensive Experience)
Expedites processes by switching from sequential tasks to simultaneous tasks.
Level 5 Behaviors
(Mastery)
Leads the reorganization of the workforce based on the agreed and desired outcomes.
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)
Explains the different purposes and uses of our organization's budgets.
Level 2 Behaviors
(Light Experience)
Gathers financial data to help support management in budgeting analysis and forecasting.
Level 3 Behaviors
(Moderate Experience)
Prepares and reviews the annual budgeting process to ensure effective and efficient budgeting.
Level 4 Behaviors
(Extensive Experience)
Monitors budgeting processes to ensure adherence to our organization's financial practices and standards.
Level 5 Behaviors
(Mastery)
Establishes operating procedures to guide the consistency and repeatability 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.
