11 general skills or competencies (Job family competencies) for Help Desk Supervisor
Skill definition-Creating and utilizing interactive guidance and learning methods to help users gain a full understanding of products and services.
Level 1 Behaviors
(General Familiarity)
Describes the possible outcomes of providing effective training to end-users.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles online help files to aid the training needs of the end-users.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Aligns training approach with end-user needs to meet service expectations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers complex technical training to end-users to improve product adoption and utilization.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops training strategies to achieve end-user goals and service requirements.
See 4 More Skill Behaviors
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
14 soft skills or competencies (core competencies) for Help Desk Supervisor
Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Emphasizes the importance and value of providing excellent service.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Directs customers to the appropriate team or department if predicament cannot be immediately resolved.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Develops and sustains productive working relationships with internal and external customers.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Coaches others on superior customer service strategies in diverse situations.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Defines organizational service excellence vision, mission, and strategy.
See 4 More Skill Behaviors
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Compiles a list of all the traits of effective planning to help finish the assigned tasks.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Classifies assigned tasks based on the level of importance to ensure organized workload completion.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Defines and translates objectives into specific plans to ensure understanding of organizational goals.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers training sessions to foster and maximize solid planning and organization capabilities.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions the adoption of business intelligence systems to achieve planning and organization goals.
See 4 More Skill Behaviors
Summary of Help Desk Supervisor skills and competencies
There are 0 hard skills for Help Desk Supervisor.
11 general skills for Help Desk Supervisor, End-User Training, Service Delivery, Technical Support, etc.
14 soft skills for Help Desk Supervisor, Service Excellence, Planning and Organizing, Coordination, 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 Supervisor, he or she needs to be proficient in Service Excellence, be proficient in Planning and Organizing, and be proficient in Coordination.