The position of a help desk manager is a supervisory role in which a manager is responsible to lead team of IT Support staff which provides technical assistance to a company’s customers. Help desk managers are required to formulate and implement plans that will result in provision of excellent customer services.
A help desk manager is expected to possess a good knowledge base of the product or service that a company is providing. While IT support desks may exist in companies that work with different types of products, most help desks are prevalent in the IT based organizations where the need for technical support is eminent.
Controlling role is always very important for a help desk manager as the employees working under his/her command provide direct customer care. They ensure that the quality of services provided is high and that the attitude of the provider is more than acceptable.
A help desk manager is also responsible for resolving customer complaints and ensuring customer satisfaction. In an environment that provides technical support, s/he will need to ensure that they assists clients with troubleshooting activities especially in the event of a support worker’s inability to do so.
Help desk managers are expected to possess a degree in a computer related field. Organizations like HDI train and provide people with help desk certifications to ensure that they are ready for this position. A help desk manager will always keep track of unresolved issues and follows up on them with professionalism. A person working at this position will do so by performing both technical and administrative work.
Help Desk Manager Job Duties and Responsibilities
• Develop help desk service strategy keeping in mind the company’s objectives
• Interview possible candidates for help desk positions
• Handle the hiring procedure in sync with the HR department
• Provide needed training to new help desk employees based on the type of work assigned to them
• Give presentations for the benefit of new and existing employees
• Supervise incoming and outgoing calls to ensure service quality
• Listen in on calls through specialized equipment to make sure that the help desk task is providing appropriate answers to customers’ questions
• Make sure that help desk workers are responding to customers’ answers as per company protocols
• Oversee customers’ requests and assist with problem solving
• Create and manage processes for communicating outage to customers
• Troubleshoot customers’ problems over the telephone especially in the event of a complicated issue
• Determine appropriate action for each problem and ensure that help desk personnel carry them out
• Update company’s reporting system by entering important information and prepare reports
• In case of any chronic hardware or software problems at the company’s end, formulate a telephone script to be recited for each call
• Train employees to deal with customers using tact and good judgment