What Does A Service Desk Manager Do

The service desk manager sdm is a critical role in any it service management itsm operation.

What does a service desk manager do.

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. I also enjoy doing the practical side of the service desk. The bureau of labor statistics reports that california new york and virginia. 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.

It service desks are centered around it service management itsm and business needs. 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 service desk manager is the role let s see what the job of that person entails.

Those in the 10th percentile make 80 200 while those in the top 90th percentile can make up to 187 200. A service desk manager identifies emerging issues and is a knowledge expert. What does an it service desk manager do. I mainly manage the service desk.

A service manager communicates with customers via phone email or face to face to answer support and service questions. 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. 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. Service desk managers salary.

To understand the service desk manager s job responsibilities let s first examine his workplace. They are responsible for the resourcing and development of the team including the preparation and coordination of. What it service desks do. They are responsible for overseeing the day to day activities of service desk operations to ensure users and business teams receive the support they require.

As i already mentioned the service desk is a user s first line of support. What does a service manager do.