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Help desk supervisor skills for your resume and career

Updated January 8, 2025

5 min read

Quoted experts

Hoyet Hemphill Ph.D.,

Kate Marek Ph.D.

Below we've compiled a list of the most critical help desk supervisor skills. We ranked the top skills for help desk supervisors based on the percentage of resumes they appeared on. For example, 10.0% of help desk supervisor resumes contained customer service as a skill. Continue reading to find out what skills a help desk supervisor needs to be successful in the workplace.

15 help desk supervisor 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 supervisors use customer service:

Created customer service measurement tool, analyzing and distributing to all information technology managers to assure customer satisfaction.
Entrusted with the most complex customer service escalations with exceptional ability to promptly resolve concerns and satisfy customers.

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 supervisors use technical support:

Implemented tiered technical support strategies based on knowledge levels within the Information Technology Department using ITIL methodologies.
Diagnosed problems requiring physical interaction with end user; dispatching technical support specialists from appropriate team.

3. Operational Procedures

The operational procedure means the prescriptive documents that describe processes involving several partners. The involved techniques get utilized in defining the related work.

Here's how help desk supervisors use operational procedures:

Provide training on operational procedures and troubleshooting techniques.
Provide guidance and training and operational procedures for lower level help desk personnel.

4. Help Desk

Here's how help desk supervisors use help desk:

Provided administrative support to insure adequate performance and effectiveness of Help Desk specialists, insuring quality, training, and accountability.
Delivered day-to-day contractor agent coaching to improve Help Desk operation, 1-on-1 coaching and disciplinary actions with individual team members.

5. Desk Support

Here's how help desk supervisors use desk support:

Developed a performance measurements framework and facilitate feedback system in order to enhance the quality of service desk support.
Managed in-person and remote MS Windows and UNIX help desk support to US Air Force intelligence community throughout Europe.

6. Level Agreements

Here's how help desk supervisors use level agreements:

Participated in development of service-level agreements and ongoing management of service-level compliance at rate of 95% first call resolution.
Implemented service-level agreements and tracked key performance indicators to monitor overall performance and identify additional areas of improvement.

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7. Problem Resolution

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

Here's how help desk supervisors use problem resolution:

Coordinated and supervised problem resolution between technical, professional, and service personnel.
Coordinated problem resolution for internal and external customers.

8. ITIL

Here's how help desk supervisors use itil:

Implemented ITIL practices within the organization to establish a baseline from which it can plan, implement, and measure.
Provided detailed, accurate, and timely reports to upper management for continual process improvement per ITIL.

9. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how help desk supervisors use troubleshoot:

Collaborated with vendors to troubleshoot and fix third-party software applications.
Monitored systems operations; troubleshoot hardware/software issues.

10. Computer System

Here's how help desk supervisors use computer system:

Provided technical assistance and support for incoming queries and issues related to computer systems and hardware/software support.
Supervised a team of four computer support technicians in the management of fixed and deployed communications-computer systems.

11. Customer Support

Here's how help desk supervisors use customer support:

Develop, implement, maintain, monitor and enforce policies, procedures and standards for Customer Support functions and day-to-day operations.
Installed an out of the box ticketing system versus a home grown application for customer support.

12. Statistical Reports

Here's how help desk supervisors use statistical reports:

Created statistical reports and analyzed data and performance metrics for management review.
Prepared monthly statistical reports provided to Senior Management.

13. Software Applications

A software application is any computer program developed and used by consumers, such as Microsoft's suite of products (Office, Excel, Word, PowerPoint, Outlook, etc.), Internet browsers such as Firefox, Safari, and Chrome, or browser add-ons that Defendant preinstalls or causes to be preinstalled onto a Covered Product. The software application is designed to help the user perform specific tasks - personal, educational, and business functions.

Here's how help desk supervisors use software applications:

Supported 35 clinic providers and maintained Oracle database systems both hardware/software applications.
Managed Information Assurance Program, reviewed and processed over 50+ software applications licenses, systems accreditation, and certificate to operate.

14. Trouble Tickets

A trouble ticket is another term for a support/help ticket. At the point when a client or worker has an issue, they present a record, or ticket, to the IT group depicting their issue. The group records significant data on the ticket and uses it for correspondence between the client and the group.

Here's how help desk supervisors use trouble tickets:

Perform call monitoring to ensure professional interaction with users and monitor trouble ticket content to accuracy.
Diagnosed, Monitored and escalated internal inquiries and work requests with customized trouble tickets software

15. Technical Assistance

Technical assistance is the non-financial assistance provided by local or international specialists. The purpose of technical assistance is to maximize the project's implementation and quality of the final product. Technical assistance consists of sharing information, the transmission of working knowledge, and other transfer of technical data which would aid the administration, management team and help build the project. The technical assistance focuses on particular needs identified by the beneficiary country and is delivered in the form of missions.

Here's how help desk supervisors use technical assistance:

Monitor interpersonal communication with clients, accuracy of technical assistance provided and proper closure/escalation of calls referred to other teams.
Help desk provided technical assistance, resolved problems for information services support personnel, functional users and functional staff.

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What skills help Help Desk Supervisors 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 supervisor resumes?

Hoyet Hemphill Ph.D.

IDT Program Coordinator and Graduate Advisor, Instructional Design and Technology, Western Illinois University

The next K12 job mostly advertised is Technology specialist, and the majority of the skills include knowledge of data visualization tools like google data studio, strong spreadsheet skills. (Google Sheets is preferred.), ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy, excellent communication and analytical skills, knowledge of data analytics, ability to troubleshoot data questions, excellent organizational skills including attention to detail and multi-tasking skills, excellent client-facing and internal communication skills. Duties most seen include interpreting, summarizing, and communicating data analyses to clients, ability to create forms and strategies to help schools efficiently and effectively collect data, download, review, and interpret school-related data from assessment providers, school spreadsheets, and other systems.
The skills required majorly for the curriculum designer position include understanding by design principles for curriculum design, excellent interpersonal and communication skills, excellent writing skills, ability to create effective and fair assessment methods. The duties include collaborating effectively and extensively with internal and external partners, including content and specialty teams to ensure the curriculum is developed in accordance with all articulated quality standards, overseeing the review/feedback process for all subject curriculum, including coordination of teacher review teams, consensus building, conflict resolution, planning, and decision-making, etc.

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

Kate Marek Ph.D.

Director and Professor, Dominican University

If possible, find a paid internship in your area of interest, which will help expand your professional network and build your skillset. Use this time to keep scanning job ads to identify skill sets in demand; look for online mini-courses to make those skill sets.

What type of skills will young help desk supervisors need?

George Miller

Associate Professor Computer Science, Tiffin University

Many organizations realize graduates cannot learn everything in college about their major but want the graduate to have a solid foundation on their field of study. The organization wants to mold the graduate to their company environment with how they do things related to the field of study. Most companies want college graduates to have good communication skills (both oral and written), critical thinking skills and be able to work well in teams. These skills have been a staple for graduates since I can remember. This is why a college graduate takes many general education courses related to these skills and many of their major courses emphasize these skills.
Going back to the previous answer I believe graduates in all fields of study will need a better knowledge of technology and easier adaptability to changing technology. Again, an IS degree is already preparing students for this.

What technical skills for a help desk supervisor 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.

What soft skills should all help desk supervisors 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.

Do you want to know more?

List of help desk supervisor skills to add to your resume

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

Customer Service
Technical Support
Operational Procedures
Help Desk
Desk Support
Level Agreements
Problem Resolution
ITIL
Troubleshoot
Computer System
Customer Support
Statistical Reports
Software Applications
Trouble Tickets
Technical Assistance
User Accounts
LAN

Performance Appraisals
Mobile Device Management
VPN
Performance Reviews
POS
OS
VoIP
Technical Issues
SharePoint
Software Issues
Technical Problems
Level Support
Citrix
Network Connectivity
PCS
Direct Reports
Performance Evaluations

SQL
Support Issues
Slas
Windows XP
Customer Complaints
PowerPoint
Phone Support
Windows NT
Customer Issues
Trouble Calls
Call Handling
Training Materials
Network Troubleshooting
Call Tracking
User Community

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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