What is a Service Desk Manager?
Service Desk Managers focus on the resolution of technical issues related to computer applications or manage electronic systems and devices. A Service Desk Manager plays a crucial role in both Information Technology and IT service management, as this position juggles several communities simultaneously: the service desk team, internal and external customers, suppliers and the rest of the IT organization.
The Service Desk Manager will usually report to one of two people: the Chief Technical Officer or the Vice President of Technology, depending on the size and structure of the company they work for. They work as part of a team of IT professionals in order to provide optimal service to the company’s employees and customers. The Bureau of Labor Statistics expects a 15 percent growth for all Computer and Information Managers, a category that includes Service Desk Managers. This will amount in 9,480 new jobs becoming available yearly through 2024.
Service Desk Manager Duties and Responsibilities
Resolving Technical Issues
Providing Customer Service
Leading a Team
Service Desk Managers Skills
A Service Desk Manager must be extremely organized and have an excellent ability to communicate and problem solve. This person must also be able to supervise and train supporting staff and build and maintain relationships.
Core skills Job listings for Service Desk Managers included the following preferred core skills
- Strategic thinking skills
- Ability to do tactical execution
- High emotional intelligence
- Basic understanding of IT structure
- Strong time management skills
- Strong written English language skills
- Excellent attention to detail
Advanced skills Not every single job opening required these skills, but some Service Desk Manager employers did prefer for candidates to possess at least some of them
- Ability to think outside the box
- Strong analytical skills
- Strong leadership quality
- Industry-relevant certifications
- Knowledge of VoIP?systems
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- Microsoft Office
- IT Systems
- System Management Software
- Interpersonal strategies
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Service Desk Managers Salary
Service Desk Manager Resources
We scoured to find the most relevant resources to help you understand what the service desk industry is all about.
On the WebBMC Blog
A fiveblog series that covers key insights from BMC’s 11th Annual Mainframe Survey of over 1,200 executives and IT professionals.Cherwell IT Service Management Blog
Resources and solutions for the service world.
On Linked InCA SDM Expert
Help with jobs and projects in the IT industry.System Center Service Manager
Helpful information for individuals in Service and IT.
BooksBuilding & Managing A World Class IT Help Desk by Bob Wooten
How to set up efficient service and help desks.Service Desk Manager’s Crash Course by Phil Gerbyshak
Experiences of industry well known practitioners.