ICT help desk manager

Description

ICT help desk managers monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.

Other titles

The following job titles also refer to ICT help desk manager:

software support manager
ICT service desk manager
ICT helpdesk managers
ICT helpdesk manager
technical support manager
ICT help desk managers
IT helpdesk manager
IT help desk manager

Minimum qualifications

Bachelor’s degree is generally required to work as ICT help desk manager. However, this requirement may differ in some countries.

ISCO skill level

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

  • the nature of the work performed in an occupation in relation to the characteristic tasks and duties
  • the level of formal education required for competent performance of the tasks and duties involved and
  • the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

ICT help desk manager is a Skill level 3 occupation.

ICT help desk manager career path

Similar occupations

These occupations, although different, require a lot of knowledge and skills similar to ICT help desk manager.

ICT help desk agent
call centre supervisor
department store manager
contact centre supervisor
contact centre manager

Long term prospects

These occupations require some skills and knowledge of ICT help desk manager. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of ICT help desk manager with a significant experience and/or extensive training.

after-sales service technician
technical sales representative in agricultural machinery and equipment
technical sales representative in chemical products
technical sales representative in electronic and telecommunications equipment
technical sales representative in hardware, plumbing and heating equipment

Essential knowledge and skills

Essential knowledge

This knowledge should be acquired through learning to fulfill the role of ICT help desk manager.

Characteristics of products: The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
Organisational structure: Framework of the different departments within the organisation, as well its people, their roles and responsibilities.
Product comprehension: The offered products, their functionalities, properties and legal and regulatory requirements.
Characteristics of services: The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

Essential skills and competences

These skills are necessary for the role of ICT help desk manager.

Keep up to date on product knowledge: Gather the latest information on developments related to the existing or supported products, methods or techniques.
Create solutions to problems: Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
Communicate with customers: Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
Manage staff: Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.
Use ict ticketing system: Utilise a specialised system to track registration, processing and resolution of issues in an organisation by assigning each of these issues a ticket, registering inputs from involved persons, tracking changes and displaying the status of the ticket, until it is completed.
Educate on data confidentiality: Share information with and instruct users in the risks involved with data, especially risks to the confidentiality, integrity, or availability of data. Educate them on how to ensure data protection.
Forecast workload: Predict and define the workload that needs to be done in a certain amount of time and the time it would take to perform related tasks.
Provide ict support: Resolve ICT-related incidents and service requests from customers, clients or colleagues including password resets and updating databases such as Microsoft Exchange email.
Analyse staff capacity: Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.
Secure sensitive customer’s information: Select and apply security measures and regulations related to sensitive customer information with the aim of protecting their privacy.
Supervise data entry: Supervise the entry of information such as addresses or names in a data storage and retrieval system via manual keying, electronic data transfer or by scanning.

Optional knowledge and skills

Optional knowledge

This knowledge is sometimes, but not always, required for the role of ICT help desk manager. However, mastering this knowledge allows you to have more opportunities for career development.

Ict quality policy: The quality policy of the organisation and its objectives, the acceptable level of quality and the techniques to measure it, its legal aspects and the duties of specific departments to ensure quality.
Ict help platforms: The platforms for delivering help systems for operating systems.
Call quality assurance management: Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
Ict market: The processes, stakeholders and the dynamics of the chain of goods and services in the ICT market sector.
Ict process quality models: The quality models for ICT services which address the maturity of the processes, the adoption of recommended practices and their definition and institutionalisation that allow the organisation to reliably and sustainably produce required outcomes. It includes models in a lot of ICT areas.

Optional skills and competences

These skills and competences are sometimes, but not always, required for the role of ICT help desk manager. However, mastering these skills and competences allows you to have more opportunities for career development.

Coach employees: Maintain and improve employees’ performance by coaching individuals or groups how to optimise specific methods, skills or abilities, using adapted coaching styles and methods. Tutor newly recruited employees and assist them in the learning of new business systems.
Manage schedule of tasks: Maintain an overview of all the incoming tasks in order to prioritise the tasks, plan their execution, and integrate new tasks as they present themselves.
Use customer relationship management software: Use specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase targeted sales.
Perform project management: Manage and plan various resources, such as human resources, budget, deadline, results, and quality necessary for a specific project, and monitor the project’s progress in order to achieve a specific goal within a set time and budget.
Provide customer follow-up services: Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
Train employees: Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.
Prioritise requests: Prioritise incidents and requests reported by customers or clients. Respond professionaly and on time

ISCO group and title

3512 – Information and communications technology user support technicians

 

 


 

 

References
  1. ICT help desk manager – ESCO
Last updated on August 8, 2022

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