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Become A Help Desk Manager

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Working As A Help Desk Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,920

    Average Salary

What Does A Help Desk Manager Do At Caci International

* Management of a large staff, schedules and workload
* Responsible for setting priorities
* Resolving conflict
* Responsible for two Help Desk Call Center facilities on a day to day basis
* Works to improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics
* Monitoring and analyzing results, and implementing changes
* Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
* Implement quality processes, procedures, and expected project deliverables for staff
* Responsible for teams Information Technology Service Management (ITSM) development
* Other duties may be assigned
* Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
* Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize personal output.
* Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and co-workers.
* Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources.
* Will immediately correct any unsafe conditions as the best of own ability

What Does A Help Desk Manager Do At Leidos

* Supervise/manage the User Support team supporting the Clinical Trials Reporting Program (CTRP)
* Ensure staff are trained on daily tasks and perform on schedule with complete accuracy
* Manage internal and external user communications for the CTRP
* Oversee the issue tracking system, Enterprise Wizard (EW) for user communications (inquiries, issues, etc. submitted by the internal and external CTRP user community) and CTRP system enhancement requests
* Oversee training of the CTRP Registration and Accrual applications for new/existing CTRP customers
* Suggest new workflows to meet changing business needs, collaborating with developers to identify, track, and test system improvements and/or fixes
* Implement quality assurance processes within the team to identify data quality issues
* Coordinate with the database programmer to understand the CTRP database and CTRP data warehouse to perform data queries for internal and external CTRP users
* Working closely with the Associate Director, Clinical Trials Operations to immediately address issues as they arise

What Does A Help Desk Manager Do At Caliber Home Loans

* Manage and oversee I/T Help desk team which contains members at multiple geographic locations
* Perform interviews for open IT Help desk positions
* Encourage and assist with growth of team members
* Delegate and supervise responsibilities to team members that highlight their strengths
* Work closely with other departments to identify their needs, concerns, and direction of the business
* As a team, determine and implement procedures to best meet those needs
* Provide customer support and Help desk coverage when needed
* Work with other departments within I/T in order to determine how the I/T Help Desk can assist in all IT related projects
* Ensure that team mentality and feel is always present, regardless of a member's physical location

What Does A Help Desk Manager Do At Robert Half

* Management o Design, develop, implement and coordinate systems, policies and procedures o Ensure SLAs are achieved and publish weekly KPIs o Managing crisis situations, which may involve complex technical hardware and software problems.
* IT hands on activities o Resolve Support requests in an efficient and effective manner. o Google Apps Enterprise management including e-mail setup and troubleshooting o Setting up Active Directory accounts and administration o Support for Apple MacBook Pro, iMac and Windows Laptops o Configuration, deployment and support of Mac and Windows operating systems. o Manage FileWave mobile device management system o File Server Administration and granting permissions to users o Managing the assignment of VPN/remote access to File Servers Databases o Printer configuration and support for Mac and Windows o Hardware upgrades and troubleshooting especially for Mac Pro towers and MacBook Pros o Software installation, upgrade and troubleshooting for Mac and Windows o Assist with configuration and support of a VoIP phone system; including deployment of phones o Mobile device support including iPhones, Android phones, Blackberries and iPads o Configuration and support of Microsoft Office Asset Management: o Keeping up with all IT related inventory o Maintain Software License and ensure we are in compliance with all license agreements Internal System Management o Maintain an inventory of all IT systems o Identify and document dependencies between IT systems o Responsible for system backups, archiving and disaster recovery o Ensure the systems are up to date with all software updates and are safe from cyber risks

What Does A Help Desk Manager Do At U.S. Bank

* Provide management guidance by directing, motivating, and developing staff.
* Encourage the maximization of individual contribution, professional growth, and the ability to function effectively within a team.
* Works with clients to determine help desk requirements.
* Develops, implements, and maintains policies and procedures for client problems and resolutions.
* Manage and coordinate urgent and complicated support issues.
* Act as escalation point for all requests and incidents.
* Manage adherence to the phone/ticket escalation processes to ensure procedural compliance.
* Performs interviews for Agent positions and participate in the hiring process.
* Provide assistance with regard to Agent goals, training, development, operational standards, and policies/procedures.
* Train, coach and mentor Help Desk Specialists including career development.
* Provide data and reporting of KPI’s and trends to leadership as well as help Desk Specialists.
* Ensures development plans, key performance indicators, and objectives are in place for all staff.
* Writes and presents performance appraisals on a semi-annual and annual basis.
* Manages and develops the performance of a support team.
* Understands and supports the principals of quality management.
* Manage employee relations, performance, and reviews.
* Oversee scheduling of employee work times.
* Approve employee time records, work assignments, vacations, sick pay, etc.
* Participate in project initiatives as needed.
* Successful applicants will exemplify US Bank's ethical principles of uncompromising integrity, respect for others, accountability for decisions and actions, and good citizenship.
* Leaders at U
* S. Bank consistently demonstrate integrity and ethics, maturity and resilience, and inspire trust and confidence among their teams.
* Our leaders are strong communicators who promote collaborative relationships, influence others, and value the diversity of backgrounds and ideas among their employees

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How To Become A Help Desk Manager

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.


Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.


Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.


Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Help Desk Manager jobs

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Help Desk Manager Career Paths

Help Desk Manager
Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Director Of Information
Director Of Information Technology Services
12 Yearsyrs
Project Manager Program Manager
General Manager
7 Yearsyrs
Network Engineer Network Administrator
Information Systems Manager
6 Yearsyrs
Network Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Business Analyst Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Network Administrator Systems Administrator
Information Technology Manager
8 Yearsyrs
Senior Systems Engineer Senior System Administrator
Infrastructure Manager
10 Yearsyrs
Information Technology Project Manager Senior Manager
Marketing Director
7 Yearsyrs
Information Technology Consultant Program Manager
Marketing Manager
6 Yearsyrs
Information Technology Manager Senior Manager
Operations Director
9 Yearsyrs
Network Engineer Engineer
Operations Manager
7 Yearsyrs
Information Technology Consultant Senior Consultant
Product Manager
7 Yearsyrs
Systems Administrator Project Manager
Program Manager
8 Yearsyrs
Operations Manager Project Manager
Purchasing Manager
9 Yearsyrs
Operations Manager Account Executive
Sales Manager
5 Yearsyrs
Project Manager Senior Project Manager
Senior Product Manager
9 Yearsyrs
Business Analyst Solutions Architect
Solutions Manager
8 Yearsyrs
Information Technology Project Manager Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Help Desk Manager Demographics


  • Male

  • Female

  • Unknown



  • White

  • Hispanic or Latino

  • Asian

  • Unknown

  • Black or African American

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Languages Spoken

  • Spanish

  • German

  • French

  • Russian

  • Italian

  • Cheyenne

  • Portuguese

  • Chinese

  • Japanese

  • Hindi

  • Romanian

  • Cherokee

  • Mandarin

  • Arabic

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Help Desk Manager

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Help Desk Manager Education

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Real Help Desk Manager Salaries

Job Title Company Location Start Date Salary
Global Help Desk (IT) Manager Sigue Corporation Selma, CA Sep 12, 2014 $113,867
Global Help Desk Manager Alexion Pharmaceuticals, Inc. Cheshire, CT Oct 01, 2012 $90,000 -
Help Desk Manager/Programmer P&S Construction, Inc. Chelmsford, MA Apr 22, 2013 $55,806
Help Desk Manager Mercury and Earth, LLC. New York, NY Jan 03, 2013 $53,280
Help Desk Manager Mercury and Earth, LLC. New York, NY Jan 01, 2013 $53,280

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Top Skills for A Help Desk Manager


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Top Help Desk Manager Skills

  1. Computer Hardware
  2. Procedures
  3. Remote Support
You can check out examples of real life uses of top skills on resumes here:
  • Provided effective computer hardware and software support to students, staff and faculty members.
  • Developed and documented processes and procedures for newly-created Help Desk.
  • Provided remote support for all Car Toys Stores and Wireless Advocates Kiosks located in all Costco's across the United States.
  • Provide help desk support to 200-250 employees.
  • Provided training to the tier 1 and tier II support specialists on technical and customer service skills.

Top Help Desk Manager Employers

Help Desk Manager Videos

A Day in the Life of an IT Help Desk Manager

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Career Advice on becoming a Marketing Manager by Charles E (Full Version)