Help Desk Manager Job Description

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Help Desk Manager

Help Desk Manager responsibilities

  • Managing the help desk team and evaluate performance
  • Ensuring customer service is timely and accurate on a daily basis
  • Recruiting, training and supporting help desk representatives and technicians

Help Desk Manager Job Description Template

Job Brief

We are looking for a qualified Help desk manager to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.

As a Help desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.


  • Manage the help desk team and evaluate performance
  • Ensure customer service is timely and accurate on a daily basis
  • Recruit, train and support help desk representatives and technicians
  • Set specific customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on help desk team’s productivity
  • Provide customer feedback to the appropriate internal teams, like product developers


  • Proven work experience as a Help desk manager
  • Hands on experience with help desk and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • BSc degree in Computer Science, Information Technology or relevant field

Help Desk Manager Job Description Examples

IT Help Desk Manager (Remote) • Lime

Lime is the world's largest shared electric vehicle company. We are on a mission to build a future of transportation that is shared, affordable and carbon-free. Named a Time 100 Most Influential Company in 2021, Lime has powered more than 250 million electric bike and scooter rides in more than 200 cities across five continents, saving an estimated 60+ million car trips. Learn more!


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Help Desk Manager • Great Southern Bank

General Description

The Help Desk Manager is responsible for the daily supervision and coordination of the Help Desk area. This position will require up to do date knowledge of applicable trends and developments within area of responsibility. Will provide assistance with troubleshooting, testing, implementations, and updates in regards to computer systems, software, and equipment throughout......

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Service Desk Manager • Moonshot Innovations

Job Summary:

The Sr. Service Desk Manager, will provide leadership, vision, and direction to team members within Moonshot s service desk team. The Service Desk Manager will be responsible and held accountable for creating the vision, direction, leadership for a high performing service desk. As the Sr. Service Desk Manager, you will be expected to perform analytical thinking in a proactive natu...

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Information Technology - IT Help Desk Manager • Hays Unified School District 489

Position Type:Information Technology...Date Posted:6/22/2022

Location:District WideThe IT Help Desk Manager's primary job function is to utilize themselves and the tier 1 tech team to quickly address/resolve technology issues that are reported through the IT ticketing system. This position will require a hands-on leader who will be responsible for developing and delivering the best suppor...

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