Help Desk Manager Job Description

What is the job description of a Help Desk Manager? What are the duties and responsibilities of a Help Desk Manager? What does a Help Desk Manager do?

Job description of a Help Desk Manager

Help Desk Managers ensure delivery of quality technical support for clients, as well as oversee the work of Help Desk staff. They supervise technical support teams, track performance, and ensure that customer service standards are maintained. They train and support Help Desk Technicians and manage any escalations.

This Help Desk Manager job description example includes the list of most important Help Desk Manager duties and responsibilities as shown below. It can be modified to fit the specific Help Desk Manager profile you're trying to fill as a recruiter or job seeker.

Help Desk Manager Duties and Responsibilities

Help Desk Manager job description should contain a variety of functions and roles including:

  • 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

Help Desk Manager Requirements / Skills / Qualifications

Help Desk Manager job description should include these common skills and qualifications:

  • BSc. degree in Computer Science
  • BSc. in Business field and experience in IT
  • x years of experience as a Help Desk Manager or similar role
  • x years of experience with help desk management
  • Critical thinker
  • Attention to details
  • Excellent written and verbal communications skills
  • Good leadership skills
  • Customer-centic
  • Problem solver

As a hiring manager, recruiting an ideal Help Desk Manager starts with crafting a good job description. Use this Help Desk Manager job description template to save yourself time and help you attract the most qualified candidates. Feel free to revise it to meet your specific needs.

Job seekers interviewing for the role of a Help Desk Manager may also reference it in preparation for the interview.

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