Help Desk Manager Job Description

Updated on: August 26, 2018

The position of a help desk manager is a supervisory role in which a manager is responsible for leading a 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 the 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 imminent.

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 offered 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 assist clients with troubleshooting activities primarily 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 in 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