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IT Help Desk Manager Job Description

The information technology help desk manager manages a team that addresses technical and IT support requirements and resolves IT-related issues of the entire workforce of an organization in a timely manner. The IT help desk team is considered the backroom engine of companies with large-scale deployment in computer, telecommunication and IT systems. Along with the IT top management, the IT help desk manager develops an effective and workable framework for managing and improving customer IT support in the organization.

Daily Responsibilities

The IT help desk manager draws up specific schedules for help desk technicians, engineers and staff. He checks the log sheets of urgent technical issues to be addressed. He addresses complicated support issues that are escalated to him by his team members. The manager works in close conjunction with IT top management to ensure organizational employees are working at their optimal best daily on desktops, laptops, handheld communication devices and workstations. He carries out supplementary IT tasks, oversees new IT installations, works with staff on customized application development projects and contacts independent vendors, if needed.

Administrative Role

An IT help desk manager performs a number of administrative duties. He generates weekly and monthly reports on customer support issues. He develops metrics and templates to evaluate technical support issue response times and solution-solving skills of his team. He develops training frameworks and programs to keep his staff updated about new industry practices. He assists in the preparation of department budgets and business plans and plans for hiring new recruits and purchasing new systems, hardware and other IT supplies.

Manages Team

The IT manager needs to possess good leadership qualities and communication skills to manage the help desk team. He develops and leads a team of help desk professionals to address all technical requirements of workers, professionals and staff members using IT in the organization. He ensures that the IT help desk professionals answer calls in person on location or off site by phone or IT-based communication tools to troubleshoot and resolve PC, software, network and other hardware-related problems and issues. He motivates the team to adhere to IT best practices and deliver outstanding customer service and satisfaction to employees across locations.

Liaising With External Vendors

The IT help desk manager is part of the larger IT team and is often vested with additional roles and duties by the chief technology officer or IT director. He interacts with IT vendors, external suppliers and other contractual partners to ensure procurement and IT supplies are arranged in time. He ensures that networking and telephony systems and Internet connectivity options are fully functional. He often negotiates with IT vendors for better rates and competitive service level agreements.

Other Responsibilities

The manager has to be ready to step in for the IT director during emergencies. He has to possess a sharp learning temperament and keep himself abreast of the latest industry developments and the development of new technologies and IT practices. He should use his experience and knowledge to train, mentor and familiarize new hires and inductees with help desk and technical support requirements.



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