Help Desk Manager Job Description

Help desk managers ensure the provision of quality technical support for clients, as well as supervise the work of help desk staff. These customers are typically internal colleagues working for the same company, but they can also be external companies that have outsourced their technical support needs.

The Help Desk Manager role is a supervisory position in the IT field. Most employers prefer a degree in Computer Science or Network Administration, as well as work experience as a technical support specialist. Help desk managers need to be able to use complex and cross-cutting skills to do their job effectively. They use technical knowledge to diagnose and solve problems with networks, hardware, and software. They also use soft skills like verbal communication, leadership, and conflict management to effectively manage their team of employees. According to the Bureau of Labor Statistics, the demand for IT support specialists, which includes help desk administrators, will increase by 12% through 2024.

Duties and responsibilities of the Help desk manager

Help desk managers have a wide range of responsibilities, managing both technology and people. We have read through various job descriptions for Help Desk Administrators in order to compile the following list of key tasks and responsibilities.

Connect hardware and install software

Help desk administrators are responsible for connecting all PCs, printers, and any other devices to the network. They are also responsible for installing and updating all relevant software on such devices. This involves wiring the equipment and then testing it to ensure wireless connectivity.

Update computers and other devices

Help desk administrators are responsible for ensuring that the network operating system, which is generally Windows, is always up to date with the latest updates. This involves creating an image of the updated operating system on one computer and then broadcasting that image to all other computers on the network.

Provide technical support

Help desk administrators are responsible for providing technical support that cannot be completed by their help desk service technicians. This generally results in critical issues, such as an application not loading or serious hardware failure.

Delegate tasks to help desk technicians

This is where the managerial aspect of being a help desk manager comes into play. Help desk managers need to be able to delegate tasks to their technicians and motivate them to complete those tasks. This involves constant training and mentoring of technicians to ensure their work exhibits consistent quality,

Diagnose and repair hardware, software, and networks

The role of the service technician is to process problems as they are reported by users. Help desk administrators review trends to diagnose the root cause of these problems and formulate and execute a remediation plan. They then delegate tasks to their support team and work with them to resolve the issue.

Help desk administrator skills

Help desk managers must cultivate a unique combination of complex and cross-cutting skills to effectively perform the tasks and responsibilities listed above. You need someone with extensive technical knowledge, as well as an outgoing and positive personality. Below is a list of the skills most used by help desk administrators.

Read More: hardware technical skills