Skills & Competencies for Help Desk Supervisor

Help Desk Supervisor job profile

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JOB SUMMARY for Help Desk Supervisor

Supervises the staff and the day-to-day operations of an organization’s technical help desk.

JOB RESPONSIBILITIES for Help Desk Supervisor

Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. Ensures the latest product/technical updates and policies are available and communicated to the team. Monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution.

Help Desk Supervisor SALARY RANGE

BASE 50%
$83,634
TOTAL 50%
$85,834
Job Level
M00
Job Code
IT10000286
Education/Degree
Bachelor's Degree
Reports To
Manager

Help Desk Supervisor 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 Supervisor skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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11 general skills or competencies (Job family competencies) for Help Desk Supervisor

1 Job Family Competencies – End-User Training
Proficiency Level -2
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)
Lists the support and learning tools used in providing end-user training.
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Level 2 Behaviors
(Light Experience)
Identifies end-user training needs to support the development and planning of training programs.
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Level 3 Behaviors
(Moderate Experience)
Updates and tests training curriculum to fulfill and improve knowledge and roles of end-users.
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Level 4 Behaviors
(Extensive Experience)
Sets the direction for a variety of training modalities to enable end-user competence.
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Level 5 Behaviors
(Mastery)
Mentors periodic training sessions to ensure compliance with established procurement policies.
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2 Job Family Competencies – Service Delivery
Proficiency Level -2
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)
Lists most commonly used tools in service delivery.
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Level 2 Behaviors
(Light Experience)
Reports issues and negative experiences encountered by customers to improve service delivery.
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Level 3 Behaviors
(Moderate Experience)
Prepares surveys to identify customer rating on delivered services compared to their expectations.
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Level 4 Behaviors
(Extensive Experience)
Oversees the overall service delivery process to improve quality and maintain customer satisfaction.
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Level 5 Behaviors
(Mastery)
Improves existing processes to streamline the delivery of top-notch services and meet customer demands.
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3 Help Desk Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Help Desk Supervisor
Proficiency Level - 4
5 Competency for - Help Desk Supervisor
Proficiency Level - 5

14 soft skills or competencies (core competencies) for Help Desk Supervisor

1 Core Competencies – Service Excellence
Proficiency Level -2
Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Names popular customer service Key Performance Indicators (KPIs) and metrics.
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Level 2 Behaviors
(Light Experience)
Utilizes the tools and systems properly to manage customer service tasks.
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Level 3 Behaviors
(Moderate Experience)
Improves service design to better meet clients expectations.
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Level 4 Behaviors
(Extensive Experience)
Monitors service KPIs and metrics to make sure service levels meets expectations.
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Level 5 Behaviors
(Mastery)
Leads co-creation initiatives with employees, customers, and other stakeholders to guarantee sustainable service excellence.
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2 Core Competencies – Planning and Organizing
Proficiency Level -2
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Lists commonly used tools in workplace planning and organization.
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Level 2 Behaviors
(Light Experience)
Works with specific tools in prioritizing and allocating resources to ensure task accuracy.
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Level 3 Behaviors
(Moderate Experience)
Prepares schedules to plan, organize, and complete priorities promptly.
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Level 4 Behaviors
(Extensive Experience)
Sets short- and long-term objectives to organize team workload and improve efficiency.
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Level 5 Behaviors
(Mastery)
Leads the development of new techniques and strategies to drive effective planning and organization.
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3 Help Desk Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Help Desk Supervisor
Proficiency Level - 4
5 Competency for - Help Desk Supervisor
Proficiency Level - 5

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.

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