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)
Cites examples of challenges and issues that affect end-user training.
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Level 2 Behaviors
(Light Experience)
Applies knowledge-based learning to support the delivery of end-user training.
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Level 3 Behaviors
(Moderate Experience)
Adheres to our training processes to ensure consistency in delivering end-user training.
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Level 4 Behaviors
(Extensive Experience)
Collaborates with cross-functional teams to design and deliver end-user training programs.
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Level 5 Behaviors
(Mastery)
Builds a change management training model to improve support structures for end-users.
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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)
Cites examples of constraints and benefits in service delivery.
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Level 2 Behaviors
(Light Experience)
Applies various communication styles in providing our services to customers.
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Level 3 Behaviors
(Moderate Experience)
Communicates with any disgruntled customers to win back their trust and business.
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Level 4 Behaviors
(Extensive Experience)
Creates innovative strategies to address reliability issues and optimize service delivery process.
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Level 5 Behaviors
(Mastery)
Conceptualizes effective staffing and scheduling patterns to uphold our quality of service delivery.
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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)
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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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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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.