Skills & Competencies for Help Desk Manager

Help Desk Manager job profile

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%
$113,455
TOTAL 50%
$120,757
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.

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)
Describes the importance of service delivery in meeting customer expectations and business goals.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in creating action plans to streamline the service delivery process.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Defines key metrics in measuring service delivery process.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Directs the implementation of service standards to ensure quality-focused delivery of services.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs end-to-end customer-driven solutions to deliver high quality services and customer satisfaction.
See 4 More Skill Behaviors
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)
Describes the difference between the three levels of technical support.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers customer data, such as problem descriptions and network details for prompt technical support.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Delivers tier II support services to resolve and diagnose complex technical problems.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Facilitates training to employees on the development and delivery of standard technical assistance.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Creates a monitoring system to evaluate technical support metrics and maximize customer support.
See 4 More Skill Behaviors
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)
Describes the core principles of business process improvement.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects data from various channels to support analysis of business processes.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Develops alternative solutions to business process improvement and assesses their feasibility.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Evaluates reported issues and restructures the workflow design.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Facilitates the implementation of business process improvement strategies.
See 4 More Skill Behaviors
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)
Explains the importance of budget reporting and forecasting in our workplace.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Produces budget reports showing planned vs. actual variances highlighted and explained.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Reviews and helps approve major budget adjustments to negotiate and reconcile line variances.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Provides in-depth training to our entire organization about the zero based budgeting methodology.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Forecasts asset needs to leverage available inventory and data compilation for annual budgeting.
See 4 More Skill Behaviors
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.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.