Service Desk Manager

In organizations with more significant size service desks, a dedicated Service Desk Supervisor or Manager will manage the desk day-to-day operations, coaching team members in understanding how to address various types of questions from users who are experiencing difficulties.

Their primary responsibility is customer service and fostering a customer focused approach within the team, Service desk managers are responsible for staffing the service desk, for developing skills and for motivating team members to deliver high quality and consistent support services. They will be knowledgeable about service desk tools and software, and committed to delivering service improvement.

Depending on the organization, the service desk manager may wear other hats, for example, acting as incident manager with responsibility for ensuring there is a clearly defined process in place for handling customer incidents.

Where the service desk has an external facing role, the Service Desk Manager may also need specific skills in client services management.

Typical Tasks

  • Manage daily operation of the service desk
  • Monitor response times and user satisfaction levels
  • Issue technical bulletins to inform customers of problems and instruct them in taking necessary action
  • Consult with experts to ensure integrated actions plans
  • Monitor issue resolution and liaise with stakeholders
  • Improve techniques and practices for managing client queries, troubleshooting and problem resolution and prioritization.

Potential Next Steps

Service Level Manager, IT Project Manager, IT Change Manager, IT Operations Manager.

How to get there

AXELOS professional certifications are recognized worldwide by employers as an indicator of your skills and commitment as an ITSM professional.

Service Operation / Operational Support and Analysis

  • Support service components
  • Execute operation control activities to manage and deliver services
  • Maintain user satisfaction with IT services
  • Determine the appropriate control action for events
  • Ensure actions for events are communicated to the appropriate functions
  • Automatically detect incidents before an outage occurs
  • Enhance business perception of IT through use of a professional approach.

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Service Strategy

  • Align the IT strategy with business goals and outcomes
  • Investigate and decide on which services to provide
  • Analyze which services are no longer viable and when they should be retired
  • Identify, manage and communicate the cost of providing services
  • Evaluate the financial impact of new or changed strategies
  • Secure funding to manage the provision of service
  • Manage and report expenditure on service provision
  • Account for money spent on the creation, delivery and support of services.

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Continual Service Improvement

  • Identify opportunities for improving services, processes and tools
  • Reduce the cost of providing services
  • Ensure that IT services enable the required business outcomes
  • Identify what needs to be measured, analyzed and reported for improvement.

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ITIL® Practitioner

ITIL fundamentals including the five core ITIL lifecycle stages:

  • Apply the nine ITSM guiding principles in a real world context
  • Apply the Continual Service Improvement (CSI) approach as a way to structure improvement initiatives
  • Enhance continual service improvement activity through:
    • Organisational Change Management
    • Improved communication
    • Better use of Measurement and Metrics

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RESILIA™ Foundation

  • Introduction to cyber resilience.
  • How decisions impact good/bad cyber resilience.

Learn More About RESILIA™ Foundation