Service desk manager vs service desk analyst

The differences between service desk managers and service desk analysts can be seen in a few details. Each job has different responsibilities and duties. Additionally, a service desk manager has an average salary of $101,229, which is higher than the $45,397 average annual salary of a service desk analyst.

The top three skills for a service desk manager include customer service, ITIL and ITSM. The most important skills for a service desk analyst are service desk, customer service, and troubleshoot.

Service desk manager vs service desk analyst overview

	Service Desk Manager	Service Desk Analyst
Yearly salary	$101,229	$45,397
Hourly rate	$48.67	$21.83
Growth rate	16%	-
Number of jobs	69,990	55,828
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 58%	Bachelor's Degree, 50%
Average age	47	37
Years of experience	8	-

What does a service desk manager do?

In the information technology industry, a service desk manager resolves technical issues and concerns, ensuring efficiency and client satisfaction. They typically focus on addressing systems and application errors, troubleshooting problems, providing step-by-step solutions, or referring clients to other services. They may also provide administrative support to offices by managing schedules, preparing and processing documents, and providing technical support. Moreover, as a manager, it is essential to lead and encourage teams to reach goals, all while implementing the company's policies and regulations.

What does a service desk analyst do?

Service Desk Analysts are information technology (IT) employees who usually oversee the helpdesk hotline of the IT department. They address the technical concerns of other employees or even clients of the company. They also help in installing, repairing, and maintaining the different IT systems in the company. Service Desk Analysts resolve issues related to software, hardware, and other related systems. They also manage information related to these concerns and analyze these concerns. They identify trends or patterns and anticipate concerns that might come in the future. Service Desk Analysts may recommend steps to ensure that these concerns will not come up again.

Service desk manager vs service desk analyst salary

Service desk managers and service desk analysts have different pay scales, as shown below.

	Service Desk Manager	Service Desk Analyst
Average salary	$101,229	$45,397
Salary range	Between $72,000 And $141,000	Between $30,000 And $67,000
Highest paying City	Carson City, NV	New York, NY
Highest paying state	California	New York
Best paying company	CLEAResult	The Citadel
Best paying industry	Finance	Technology

Differences between service desk manager and service desk analyst education

There are a few differences between a service desk manager and a service desk analyst in terms of educational background:

	Service Desk Manager	Service Desk Analyst
Most common degree	Bachelor's Degree, 58%	Bachelor's Degree, 50%
Most common major	Business	Information Technology
Most common college	Carnegie Mellon University	-

Service desk manager vs service desk analyst demographics

Here are the differences between service desk managers' and service desk analysts' demographics:

	Service Desk Manager	Service Desk Analyst
Average age	47	37
Gender ratio	Male, 64.2% Female, 35.8%	Male, 74.4% Female, 25.6%
Race ratio	Black or African American, 6.8% Unknown, 5.2% Hispanic or Latino, 10.2% Asian, 12.6% White, 65.0% American Indian and Alaska Native, 0.2%	Black or African American, 10.5% Unknown, 7.1% Hispanic or Latino, 17.8% Asian, 12.3% White, 50.7% American Indian and Alaska Native, 1.7%
LGBT Percentage	11%	13%

Differences between service desk manager and service desk analyst duties and responsibilities

Service desk manager example responsibilities.

Manage key financial relationships, working with VIP reps in various institutions.
Ensure efficient allocation of resources and skills to achieve contractual KPIs within financial constraints.
Deploy and manage environmental controls, backup strategies, ITSM software, and monitoring systems.
Manage staff and activities necessary to effectively coordinate the service request fulfillment life-cycle of base on ITSM best practices.
Manage all incident and service requests and oversee all change management, configuration management, and release management ITIL processes.
Manage LAN software/hardware installation and upgrade efforts.

Service desk analyst example responsibilities.

Used SharePoint to manage and enter in help desk ticket information for health information exchange and electronic health record vendor issues.
Design and manage company wide imaging infrastructure.
Best-Inform administrator managing application from UNIX server.
Manage OS re-imaging and data recovery for rent equipment.
Manage security, reliability, and configurations for data backup and recovery for client workstations.
Diagnose, investigate and report operational systems errors using Citrix and ITSM.

Service desk manager vs service desk analyst skills

Common service desk manager skills

Customer Service, 15%
ITIL, 8%
ITSM, 5%
Infrastructure, 4%
Technical Support, 4%
Service Delivery, 4%

Common service desk analyst skills

Service Desk, 15%
Customer Service, 15%
Troubleshoot, 6%
Technical Support, 6%
Phone Calls, 3%
ITIL, 3%

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Service Desk Manager
Service Desk Manager vs Service Desk Analyst

Updated January 8, 2025

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