Sample Job Description for IT Help Desk Manager
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IT Help Desk Manager Job Overview
IT Help Desk Manager Job Description Sample
Manages the staff and operations of an organization’s technical help desk.
JOB LEVEL
M02
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Director
Salary Range
BASE 50%
$116,800
TOTAL 50%
$125,100
Job Responsibilities for IT 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.
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IT Help Desk Manager Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Business Process Improvement | Level 2 |
| Budgeting | Level 2 |
| Service Excellence | Level 3 |