What is an Information Technology Help Desk Supervisor Job?
An Information Technology Help Desk Supervisor is a professional responsible for supervising and managing a team of technical support specialists who provide customer service and technical assistance to end-users with hardware, software, and network issues. They are responsible for ensuring that the technical support team provides prompt and efficient solutions to customer's problems while maintaining a high level of customer satisfaction.
What Usually Do in This Position?
In an Information Technology Help Desk Supervisor role, your primary responsibility is to oversee the day-to-day operations of the technical support team. You will be responsible for assigning tasks to team members, monitoring their performance, training and mentoring them, and conducting regular performance evaluations.
Additionally, you will be responsible for managing customer service requests, responding to customer inquiries, and escalating issues to the appropriate level of support as needed. You will also be responsible for maintaining accurate records of customer interactions and ensuring that all service level agreements are met.
Top 5 Skills for Position
- Excellent leadership and management skills
- Strong technical knowledge of hardware, software, and network systems
- Excellent communication and interpersonal skills
- Ability to work well under pressure and multitask
- Analytical and problem-solving skills
How to Become This Type of Specialist?
To become an Information Technology Help Desk Supervisor, you will typically need a bachelor's degree in computer science, information technology, or a related field. You will also need several years of experience working in a technical support role and some experience in a supervisory or management role.
It's also important to have strong technical knowledge of hardware, software, and network systems, as well as excellent communication and interpersonal skills. You may also need to obtain technical certifications to demonstrate your expertise in specific areas.
Average Salary
According to Glassdoor, the average salary for an Information Technology Help Desk Supervisor in the United States is approximately $65,000 per year. However, this can vary depending on factors such as location, experience, and industry.
Roles and Types
Information Technology Help Desk Supervisor roles can vary depending on the industry and organization. Some common types of Information Technology Help Desk Supervisor positions include:
- Technical Support Supervisor
- IT Help Desk Supervisor
- Customer Service Supervisor
Locations with the Most Popular Jobs in the USA
According to Indeed, some of the locations with the most popular Information Technology Help Desk Supervisor jobs in the USA include:
- New York, NY
- San Francisco, CA
- Houston, TX
- Chicago, IL
- Atlanta, GA
What are the Typical Tools?
As an Information Technology Help Desk Supervisor, you may use a variety of tools and technologies to manage your team and provide technical support to customers. Some common tools include:
- Help desk software
- Customer relationship management (CRM) software
- Remote desktop software
- Network monitoring tools
- Chat and messaging software
In Conclusion
Information Technology Help Desk Supervisor jobs are essential in ensuring that technical support teams provide prompt and efficient solutions to customer's problems while maintaining a high level of customer satisfaction. To become an Information Technology Help Desk Supervisor, you will typically need a bachelor's degree in computer science, information technology or a related field, several years of experience working in a technical support role, and some experience in a supervisory or management role. It's also essential to have strong technical knowledge, excellent communication and interpersonal skills, and the ability to work well under pressure and multitask. The average salary for this position is approximately $65,000 per year, and some popular locations for these jobs include New York, San Francisco, and Houston.