Help Desk Manager Job Description

A help desk manager is responsible for managing a team of technical support representatives who answer customer questions and troubleshoot technical problems, such as computer crashes and problems with network access.

A help desk manager is also responsible for planning, coordinating, and directing the activities of the team to minimize and/or eliminate problems.

The help desk manager’s responsibilities may include interviewing, hiring, and training technical support representatives; handling performance reviews; evaluating customer complaints; analyzing data and reports; writing technical documentation and procedures; and communicating with other departments and upper management, such as sales, marketing, and customer service.

Updated on:     
October 7, 2022

Job Brief:

We're looking for a Help Desk Manager who is organized and can handle a high volume of requests. The ideal candidate will be able to provide leadership and direction to a team of Help Desk Analysts and ensure that all customer inquiries are resolved in a timely and efficient manner.

Help Desk Manager Duties:

  • Provide technical support for end users through effective problem resolution and maintenance of company hardware and software.
  • Proactively identify and suggest solutions to complex computer issues.
  • Work collaboratively with other team members and various departments in resolving or prioritizing issues.
  • Manage help desk workflow, including staffing, password resets, and other requirements.
  • Monitor, track, and actively report on help desk performance.
  • Provide technical support to end users that includes desktop support, hardware/software support, and application support.
  • Provide technical training for end users.

Help Desk Manager Responsibilities:

  • Oversee IT helpdesk operations, including troubleshooting hardware and software issues, maintaining documentation, and communicating with users and vendors.
  • Coordinate with IT consultants, vendors, and agencies to resolve problems.
  • Provide users with technical support and training, and handle all after-hours calls.
  • Use metrics and analysis to determine staffing needs and changes in service levels.
  • Work closely with IT division leaders to create and maintain helpdesk procedures.

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Requirements And Skills:

  • Bachelor’s degree in engineering, information technology, computer science, or other field with some experience in Help Desk management.
  • 2+ years’ proven experience in management of a Help Desk.
  • Knowledge of network operating systems.
  • Knowledge of computer systems and applications.
  • Ability to proactively address and resolve workstation.

At [Company Name], we're an equal opportunity employer committed to building a diverse and inclusive team. We encourage applications from people of all races, religions, national origins, genders, and ages, as well as veterans and individuals with disabilities.