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The differences between service desk managers and service managers can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 6-8 years to become a service desk manager, becoming a service manager takes usually requires 4-6 years. Additionally, a service desk manager has an average salary of $101,229, which is higher than the $74,009 average annual salary of a service manager.
The top three skills for a service desk manager include customer service, ITIL and ITSM. The most important skills for a service manager are POS, performance reviews, and cash handling.
| Service Desk Manager | Service Manager | |
| Yearly salary | $101,229 | $74,009 |
| Hourly rate | $48.67 | $35.58 |
| Growth rate | 16% | 6% |
| Number of jobs | 69,990 | 341,785 |
| Job satisfaction | - | 4 |
| Most common degree | Bachelor's Degree, 58% | Bachelor's Degree, 52% |
| Average age | 47 | 44 |
| Years of experience | 8 | 6 |
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.
Service managers are employees who oversee the departments related to providing services to customers. They ensure that service delivery agreements are met by employees in the department. Service managers meet with stakeholders to set service delivery metrics and department goals. They then create strategies to reach these metrics and goals. They are responsible for cascading such goals and metrics to their employees and ensuring that the employees understand what they need to do. Service managers should have a deep understanding and appreciation of the company and its business so that they can create strategies that are in line with the company's identity. They should also be familiar with the customer profiles of the company. Service managers are also responsible for creating department reports and sharing these with stakeholders.
Service desk managers and service managers have different pay scales, as shown below.
| Service Desk Manager | Service Manager | |
| Average salary | $101,229 | $74,009 |
| Salary range | Between $72,000 And $141,000 | Between $47,000 And $116,000 |
| Highest paying City | Carson City, NV | San Francisco, CA |
| Highest paying state | California | New York |
| Best paying company | CLEAResult | Latham & Watkins |
| Best paying industry | Finance | Technology |
There are a few differences between a service desk manager and a service manager in terms of educational background:
| Service Desk Manager | Service Manager | |
| Most common degree | Bachelor's Degree, 58% | Bachelor's Degree, 52% |
| Most common major | Business | Business |
| Most common college | Carnegie Mellon University | University of Pennsylvania |
Here are the differences between service desk managers' and service managers' demographics:
| Service Desk Manager | Service Manager | |
| Average age | 47 | 44 |
| Gender ratio | Male, 64.2% Female, 35.8% | Male, 71.1% Female, 28.9% |
| 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, 6.1% Unknown, 4.3% Hispanic or Latino, 15.0% Asian, 6.3% White, 67.7% American Indian and Alaska Native, 0.5% |
| LGBT Percentage | 11% | 10% |