Help Desk Manager Duties & Responsibilities

The role and function of a Help Desk Manager includes the following duties and responsibilities:

  • Hire and onboard new front desk staff  
  • Supervise various positions such as receptionists and medical billers and coders
  • Evaluate staff performance
  • Ensure adherence to standards
  • Ensure staff's competitiveness
  • Make sure for staff to always provide exceptional customer service
  • Plan and implement office policies and procedures
  • Set specific customer service standards
  • Set specific customer service KPIs
  • Measure and prepare reports on KPIs

Note that this is not an exhaustive list of Help Desk Manager duties and responsibilities. Job functions for specific Help Desk Manager roles may vary, depending on the industry and type of employer.

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