Guide to the Service Desk Manager Role | iCert Global

The majority of the people think that IT work is all about technical tasks and routine jobs. It is applicable to some jobs, but it is not the case for a Service Desk Manager (SDM). In my experience, however, the job of an SDM demands technical skills and people skills.

What is a Service Desk Manager?

I believe that SDMs have a very critical job in companies these days. Their job is unique and laden with a lot of work. But people have no clue about what this job is. You may also come across this job as a Support Manager, Service Delivery Manager, or IT Support Administrator.

This is what they normally do:

1. Know How Everything Works

To become an SDM, you need to understand how IT services work. As an SDM, you will be dealing with customer support, managing team members, maintaining good relationships, and facilitating business transactions.

2. Comply with IT service regulations.

Service Desk Managers adhere to certain rules or "frameworks" so that their work is of industry standard. This keeps the company organized and able to give good service. It also indicates that you take your work seriously and are interested in doing well.

3. Track the Budget

SDMs must give quality service but spend prudently. They tend to make factual decisions and must monitor their expenditure. They utilize this data to demonstrate if their efforts are serving the company and if they are spending effectively.

What do service desk managers do every day?

The main goal of an SDM is to get customers satisfied and help the support staff do their job in a better way.

Following are some activities they do on a daily basis:

• Recruit, train, and manage the service desk personnel by hiring, mentoring, and training them.

• Ensure that it is well written, proofread, and edited if needed.

• Hold frequent meetings to review customer service outcomes.

• Explain the team's performance and the degree of satisfaction of the customers.

How to become a Service Desk Manager

You don't require a special degree to be an SDM, but it's beneficial to have some. Most SDMs start off with a diploma or a degree in computer science or software engineering.

Here is one easy way to go:

Step 1: Finish High School

You need to complete secondary school with courses like English, Science, and Math. An IT diploma would be useful as well.

Step 2: Obtain a Bachelor's Degree

After school, go to college and study Computer Science or a related course. Take courses like:

• Programming

• Software Engineering

• Cybersecurity

• Engineering Systems

These subjects will familiarize you with the type of work you will be doing as an SDM.

Formal Training

You can still be a Service Desk Manager (SDM) without attending college. You can instead take the special training courses to assist you in getting started.

Try an Apprenticeship

A good way to master the job is through an apprenticeship. This is where you are picking up new skills while working. You are working and being paid while you are learning. When you graduate, you will be comfortable enough to be a service desk manager. Some of the programs even award you a degree when you graduate.

Become Certified

You can further obtain the ITIL 4 Foundation certificate. It is an introductory course that demonstrates the manner in which IT services operate. Once you obtain this certificate, you can look for a leadership position and further develop your management skills to progress at work.

Types of Service Desk Managers

Now that you have an idea of what a Service Desk Manager (SDM) does, let's see the different kinds based on where they work and how their company is run.

1. Local Desk

There is a local service desk either located within or close to the company. It serves the local offices or branches. It is useful in the resolution of local IT issues, but it might not be able to manage multiple service requests.

2. Centralized Desk

A hub desk is a single location but covers numerous areas. It can handle more calls from customers with less staff, which is cost-efficient. It assists businesses to manage time zone fluctuations, language fluctuations, and cultural fluctuations.

3. Online Help Desk

This is a common form of service desk. It allows support workers to work remotely. Customers can post questions or concerns online via phones, tablets, or computers. It is adaptable and flexible to most businesses.

4. Follow-the-Sun Desk

This kind of service desk helps customers from around the world. Staff work in different time zones, so help is always available—24 hours a day. Big global companies use it because they need customer service all the time.

What skills does a Service Desk Manager need?

To succeed in the role of Service Desk Manager, technical skills and people skills are necessary. Major qualifications include the following:

1. ITIL Knowledge

SDMs must be ITIL-informed. ITIL helps to address customer issues, enhance systems, and handle major incidents more effectively.

2. Customer Service Skills

SDMs must listen to customers and assist them in solving their issues. Friendliness, patience, and supportive nature are key characteristics of the role.

3. Management Skills

SDMs manage people and establish standards of excellent customer service. They must communicate clearly, conduct themselves in a professional manner, and assist others to improve.

Certifications for Service Desk Managers

To perform well in this position, it is very much worth it to get certified. These ensure that you have excellent IT and customer service skills. Some useful ones are:

1. ITIL 4 Foundation

This certification is an education in the IT service management fundamentals. It reduces expenditures and improves service quality within organizations.

2. HDI Support Center Manager

This course demonstrates the best practices to operate a support center and manage a team.

3. ITIL Foundation

This is part of a set of learning paths for ITIL. You have to pass this before advancing to advanced ITIL certifications.

4.  Security Certification

This is a basic course for beginners who prefer to learn the fundamentals of computer networking and security.

5. Certified Help Desk Manager (CHDM)

This certification educates you on ways to improve customer support and service teams. It is fitting for those who would like to manage inside and outside customer needs.

How to obtain Service Desk Manager certification? 

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Conclusion

Service Desk Managers play a crucial role in delivering good IT support and managing customer support well. They are a blend of technical skills and leadership skills to ensure smooth operations. Given proper training and certifications, this is an excellent career prospect.

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