Desk managers are in charge of leading technical support teams, guaranteeing excellent customer service, where clients' problems are resolved efficiently and timely. They manage the team and evaluate employees' performance, recruit and train newcomers, and support agents and technicians in performing their job.
You will be the one to set customer service standards, monitor help desk processes, create performance reports, and recommend improvements in areas that do not bring the desired results. You will be there to establish best practices and provide feedback to internal departments.
You will need to have extensive technical knowledge as well as excellent customer service skills to do a good job here. Your people will look to the example you set and expect you to resolve problems that hinder their work. Motivating your team and providing personal support will make you stand out and reach great potential.