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Help desk manager skills for your resume and career

Updated January 8, 2025

6 min read

Quoted experts

Dr. Timothy Edwards,

Robert Rucker

Below we've compiled a list of the most critical help desk manager skills. We ranked the top skills for help desk managers based on the percentage of resumes they appeared on. For example, 17.4% of help desk manager resumes contained customer service as a skill. Continue reading to find out what skills a help desk manager needs to be successful in the workplace.

15 help desk manager skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how help desk managers use customer service:

Created and developed education to resolve complex customer service inquiries and disseminated the information to all levels of management and specialists.
Created customer service satisfaction measurement tools, analyzed reports, and partnered with information technology managers to assess results.

2. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how help desk managers use technical support:

Copyright Office s web-based portal for filing electronic copyright applications and providing desk-top and technical support for internal Copyright Office staff.
Provided IT technical support, training, business process improvement services and commercial software functionality analysis.

3. Help Desk

Here's how help desk managers use help desk:

Managed Help Desk/Desktop/VDI projects as well as other internal IT projects while supporting enterprise-wide Help Desk daily operations/desktop computing services.
Developed, maintained and monitored quality assurance standards for Help Desk performance related to call management standards and performance.

4. Desk Support

Here's how help desk managers use desk support:

Implemented resolutions based on survey questions/problems response pertaining to Help Desk supported hardware and software applications.
Developed and directed projects to improve help desk support capability.

5. ITIL

Here's how help desk managers use itil:

Created and maintained client-specific process documentation, according to Information Technology Infrastructure Library (ITIL) techniques.
Integrated ITIL Service Desk methodology, incorporating problem management and incident management processes.

6. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how help desk managers use phone calls:

Used Peregrine Call Management software to manage call throttling to call center agents and monitor call tickets and phone calls.
Helped my staff in responding to emails and phone calls from customers within the average time allocated by procedures.

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7. Customer Satisfaction

Here's how help desk managers use customer satisfaction:

Deliver contact center services in a manner that meets or exceeds continuous service level agreements and delivers outstanding customer satisfaction.
Managed deployment of Windows XP - Developed SLA's for improved customer satisfaction and implemented customer satisfaction surveys.

8. Project Management

Here's how help desk managers use project management:

Utilize project management tools to gather statistical data and graphical reports for continuous monitoring of established and projected goals.
Project manager for operating system integration to Windows 8 along with project management in all hardware evaluations and purchasing.

9. Level Agreements

Here's how help desk managers use level agreements:

Work directly with customers to identify Key Performance Indicators and ensure delivery of committed Service Level Agreements.
Instituted high operational standards and consistently met or exceeded service level agreements on a daily basis.

10. Remote Support

Here's how help desk managers use remote support:

Provided remote support for all Car Toys Stores and Wireless Advocates Kiosks located in all Costco's across the United States.
Judge support necessary to resolve client issue between remote support, parts, or on-site service call.

11. Customer Support

Here's how help desk managers use customer support:

Worked Independently to resolve and document advanced problems escalated beyond our Customer Support Desk.
Managed the customer support for a profit education oriented services company.

12. Remedy

Here's how help desk managers use remedy:

Managed coverage, incident and problem resolution as well as Knowledge Management resulting from resolved tickets using Remedy ticketing system.
Gathered business requirements with stakeholders for configuration modifications to the current BMC Remedy tool used at GCSS-Army.

13. Slas

Here's how help desk managers use slas:

Provide weekly reports on live customer issues to directors to ensure we are on track to meet SLAs per contract.
Developed support plan for Aloha POS/BOS conversion of over 700 restaurants, ensuring SLAs were met throughout deployment.

14. Computer System

Here's how help desk managers use computer system:

Operated and maintained communications-computer systems providing services to 10,000 users across 20 worldwide locations.
Monitored security, integrity, and reliability of personal computer systems.

15. Mac

A media access control or simply MAC is a network policy that identifies or determines how the data is being transferred in two particular servers through a network cable. The purpose of a MAC protocol is to prevent network or technical issues and simplify transferring the information or data.

Here's how help desk managers use mac:

Assisted 1500 users across a disparate customer base with computer and network issues on Mac and Windows platforms.
Support all VP's and Directors and other staff members familiar Windows and Mac's VM ware.

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What skills help Help Desk Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on help desk manager resumes?

Dr. Timothy Edwards

Professor, Interim Director, University of Arkansas at Little Rock

Writing and research skills. Analytical and critical thinking skills. Technical skills such as web design, graphic design, audio and video production skills. Employers are interested in potential employees knowledge, intelligence and skills.

What soft skills should all help desk managers possess?

Robert Rucker

Lecturer, Arizona State University

Being able to learn a new technology very quickly is critical since that is what my students encounter.

What help desk manager skills would you recommend for someone trying to advance their career?

Jaunelle Celaire

Chair, Professor of Voice, University of Alaska Fairbanks

Never stop learning! This may consist of going back to school, earning new certifications in your field of study, attending conferences and seminars, and making sure that your time management is always at its finest level of excellence.

What type of skills will young help desk managers need?

Peter Dordal Ph.D.

Director for Information Technology, Loyola University Chicago

I'm leaving off software developers, and answering about our Information Technology graduates.

IT students entering the business world will need to know how to get the maximum leverage out of business systems. In many cases, this will mean writing their own specialized queries to extract the precise business intelligence needed; general-purpose "canned" queries just won't cut it. They will need a broad understanding of what software can accomplish for the enterprise and how to deploy new software effectively; this applies to software used in the office as well as to software used in manufacturing and shipping. And they will need to understand how to lease storage and computing resources from the cloud to meet not only predictable, long-term demands but also sudden short-term business projects.

Students working in database administration and management will need to be able to manage much larger volumes of data than a few years ago. They will need to be familiar with the great variety of new databases in order to pick the best tool for the job.
Students working in network management will need to be able to ensure that everyone has the bandwidth and server access they need, as those demands expand to include extensive video, low-latency real-time connectivity, and the regular transfer of huge amounts of data.

Students in cybersecurity will need to be fully acquainted with all the recommended best practices. However, they will also have to be able to anticipate and guard against potential new vulnerabilities. "By the book" protection is no longer sufficient.

What technical skills for a help desk manager stand out to employers?

Chirag Parikh Ph.D.

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.

Do you want to know more?

List of help desk manager skills to add to your resume

The most important skills for a help desk manager resume and required skills for a help desk manager to have include:

Customer Service
Technical Support
Help Desk
Desk Support
ITIL
Phone Calls
Customer Satisfaction
Project Management
Level Agreements
Remote Support
Customer Support
Remedy
Slas
Computer System
Mac
User Support
Support Issues

OS
Incident Management
SharePoint
Management System
Problem Resolution
Trouble Tickets
SQL
Level Support
Technical Issues
Performance Reviews
Software Applications
KPI
POS
VPN
User Accounts
Citrix
VMware

VoIP
Windows Server
Direct Reports
Performance Evaluations
Lan
Phone System
Software Issues
Linux
Call Tracking
Customer Issues
Network Support
Windows XP
TCP/IP
DNS
PCS

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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