Desktop Support Manager

Desktop Support Manager Job Description

The desktop support manager leads the tech support team while providing end-user support and training. The IT desktop support supervisor is responsible for managing the IT desktop support team and the support teams for desktop servers and desktop applications. These teams can include support staff, IT administrators, and other IT department staff. An effective desktop support manager manages people and processes to provide smooth and fast solutions to technical problems and ensure a high level of customer satisfaction.  

The tech support desk or help desk in most IT organizations is often a large, single function involving multiple teams, locations, and shifts. Desktop support technicians perform various functions in the organization that keep computer hardware, software, and equipment operational and efficient. Desktop support manager jobs are responsible for asset management as well as managing a large number of these help desk support staff. Desktop support manager jobs require wearing many hats and serving as a central point of contact for a variety of initiatives that affect information technology services. In addition to managing a potentially large number of help desk support agents, they monitor support desk operations and ticketing systems to ensure help desk tickets are completed in a timely manner and customer satisfaction is maintained.  

A significant aspect of desktop support manager jobs is coaching and personnel development. Desktop support manager jobs require a good understanding of how to bring out the best in people, considering both the needs of the individual and the team as a whole. The ability to inspire and motivate a team is critical to effectively filling the role of a desktop support manager in a service desk organization.    

Effective desktop support managers must be able to manage help desk teams efficiently and communicate with end users and suppliers effectively in the midst of a complex business environment. Strong communication skills are crucial as desktop support manager jobs require giving clear instructions to users needing various levels of support in order to diagnose and solve technical problems. They must be able to work with a range of people, including connecting with senior management, communicating with salespeople and technical consultants, and providing technical expertise to users while ensuring a high level of customer satisfaction. 

Desktop support manager jobs can be difficult roles which require successful people management with the ability to motivate and support staff in developing their skills and abilities. Previous knowledge and experience from working at a help desk is useful. A desktop support manager’s skills may include tech support, customer service, product management, business development, marketing, and customer service. Their experience can include asset management and supporting operating systems, Windows server, software applications, active directory, hardware, software, and other technologies. Working with a diverse population with varying levels of technical and professional expertise requires effective interpersonal and communication skills. IT support managers usually work their way up from the help desk and have previous leadership experience. 

The desktop support technician is responsible for taking care of the needs of the customer while maintaining a high level of professionalism and respect for their privacy and personal rights. Skills needed include good telephone etiquette and a high level of patience as they will need to provide quality support to users with varying levels of computer experience who may be frustrated or upset.  

Help desk technicians and desktop support manager jobs require a profound knowledge of hardware and software to properly help customers and users. The desktop support technician is also called upon to assist employees of the organization with their IT problems. In addition to supporting customers who have purchased a specific IT product, the desktop support technician can also work with employees remotely or in the office.  

This position is very important to ensure smooth IT operations for the company. Desktop support professionals may be asked to work a varied schedule to support continuous help desk operations, which can also require working from home or in the office on weekends and holidays.