What Does A Service Desk Manager Do

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What does a service desk manager do.

The service desk manager sdm is a critical role in any it service management itsm operation. A service manager communicates with customers via phone email or face to face to answer support and service questions. An entry level help desk manager it with less than 1 year experience can expect to earn an average total compensation includes tips bonus and overtime pay of 54 216 based on 7 salaries. To understand the service desk manager s job responsibilities let s first examine his workplace.

I also enjoy doing the practical side of the service desk. A service desk manager identifies emerging issues and is a knowledge expert. I have teams for the whole region and am responsible for ensuring the interface between the business and the frontline team of service desk professionals and the business is working effectively. As i already mentioned the service desk is a user s first line of support.

Those in the 10th percentile make 80 200 while those in the top 90th percentile can make up to 187 200. As a new help desk manager you must assume there are issues with staff roles work schedules attendance expectations performance and training. What does an it service desk manager do. What it service desks do.

A help desk can exist without a corresponding service desk but an it service desk almost always incorporates help desk responsibilities and capabilities into its functioning. System center service manager provides an integrated platform for automating and adapting your organization s it service management best practices such as those found in microsoft operations framework mof and information. I mainly manage the service desk. Computer and information systems managers a category that includes service desk managers earn a median yearly salary of 131 600.

As a new help desk manager your new staff may have been self managed managed by a manager from a different department or poorly managed by a former manager that has left the company. The role often involves doing remote troubleshooting of problems following up with consumer inquiries and keeping track of necessary documents that are related to customer interactions. It service desks are centered around it service management itsm and business needs. The service desk manager is the role let s see what the job of that person entails.

The bureau of labor statistics reports that california new york and virginia. What does a service manager do.