What Does A Service Desk Manager Do

The role often involves doing remote troubleshooting of problems following up with consumer inquiries and keeping track of necessary documents that are related to customer interactions.

What does a service desk manager do.

It service desks are centered around it service management itsm and business needs. To understand the service desk manager s job responsibilities let s first examine his workplace. The service desk manager is the role let s see what the job of that person entails. A help desk can exist without a corresponding service desk but an it service desk almost always incorporates help desk responsibilities and capabilities into its functioning.

They are responsible for the resourcing and development of the team including the preparation and coordination of. A service manager communicates with customers via phone email or face to face to answer support and service questions. The bureau of labor statistics reports that california new york and virginia. A service desk manager identifies emerging issues and is a knowledge expert.

As i already mentioned the service desk is a user s first line of support. What does a service manager do. I have teams for the whole region and am responsible for ensuring the interface between the business and the frontline team of service desk professionals and the business is working effectively. As a new help desk manager you must assume there are issues with staff roles work schedules attendance expectations performance and training.

I also enjoy doing the practical side of the service desk. What does an it service desk manager do. This version of service manager has reached the end of support we recommend you to upgrade to service manager 2019. What it service desks do.

They are responsible for overseeing the day to day activities of service desk operations to ensure users and business teams receive the support they require. Computer and information systems managers a category that includes service desk managers earn a median yearly salary of 131 600. Service desk managers salary. The service desk manager sdm is a critical role in any it service management itsm operation.

As a new help desk manager your new staff may have been self managed managed by a manager from a different department or poorly managed by a former manager that has left the company. Those in the 10th percentile make 80 200 while those in the top 90th percentile can make up to 187 200.