What does a service desk supervisor do?
A service desk supervisor oversees the operations of a help desk. They research issues, monitor staff, and ensure the office runs efficiently. They deliver customer service such as resolving calls, reporting support metrics, and connecting customers with higher management. They are also responsible for managing incoming work requests.
Service desk supervisor responsibilities
Here are examples of responsibilities from real service desk supervisor resumes:
- Manage the support and integration of SharePoint site with other technologies.
- Manage services and supports for intellectually and developmentally disable individuals, within compliance with all Medicaid and I/DD waiver regulations.
- Used SCCM to push updates and software as needed.
- Provide routine and daily updates and maintenance to the DCFS website and SharePoint.
- Maintain GPO and SCCM to ensure software and computers remain within company policy.
- Conduct training on basic PC hardware/software usage, VPN connectivity and security guidelines.
- Assist in VOIP, Cisco routers, and switches, category 6 and fiber optics.
- Replace existing ticketing system (GWI) with fully ITIL-compliant ITSM product (FrontRange ITSM).
- Improve service and quality by developing SLAs and implementing insightful customer surveys.
- Record all incidents in remedy ticketing database while maintaining accountability and ownership until incident is resolved.
- Train coordinators and supervisors in leadership skills, and how to maintain professional therapeutic relationships with individuals and families serve.
- Design and develop pre and post session SQL scripts.
- Utilize SQL to compile reports to summarise resource efficiencies for senior management.
- Assist users on both thick clients and on virtual desk tops across a VMware base infrastructure.
- Support desktops, VMware virtual desktops, software, software installs, file permissions, and basic patching.
Service desk supervisor skills and personality traits
We calculated that 9% of Service Desk Supervisors are proficient in ITIL, Operational Procedures, and Technical Support. They’re also known for soft skills such as Analytical skills, Business skills, and Leadership skills.
We break down the percentage of Service Desk Supervisors that have these skills listed on their resume here:
- ITIL, 9%
Reviewed and recommended ITIL process improvements.
- Operational Procedures, 6%
Train helpdesk staff on operational procedures and troubleshooting techniques.
- Technical Support, 6%
Provide first and second level technical support for mortgage servicing organization, supporting employees in Charlotte, Dallas and overseas.
- Level Agreements, 5%
Created Service Level Agreements by partnering with key business members in the organization and defining business requirements.
- Front End, 5%
Assist the front end with cashier duties and helping run the front end as head cashier as needed.
- SLA, 5%
Run daily and weekly KPI and SLA reports utilizing Crystal Reports, Excel Macros and Remedy system.
"itil," "operational procedures," and "technical support" are among the most common skills that service desk supervisors use at work. You can find even more service desk supervisor responsibilities below, including:
Analytical skills. One of the key soft skills for a service desk supervisor to have is analytical skills. You can see how this relates to what service desk supervisors do because "it managers must analyze problems and consider and select the best ways to solve them." Additionally, a service desk supervisor resume shows how service desk supervisors use analytical skills: "monitor, record, and analyze metrics from acd reporting system. "
Business skills. Another essential skill to perform service desk supervisor duties is business skills. Service desk supervisors responsibilities require that "it managers must develop and implement strategic plans to reach the goals of their organizations." Service desk supervisors also use business skills in their role according to a real resume snippet: "acted as business unit incident management process owner. "
Leadership skills. service desk supervisors are also known for leadership skills, which are critical to their duties. You can see how this skill relates to service desk supervisor responsibilities, because "it managers must lead and motivate it teams or departments so that workers are efficient and effective." A service desk supervisor resume example shows how leadership skills is used in the workplace: "provide guidance and leadership to a team of over fifteen first level support agents. "
Organizational skills. For certain service desk supervisor responsibilities to be completed, the job requires competence in "organizational skills." The day-to-day duties of a service desk supervisor rely on this skill, as "some it managers must coordinate the work of several different it departments to make the organization run efficiently." For example, this snippet was taken directly from a resume about how this skill applies to what service desk supervisors do: "chaired organizational effort towards process improvement. "
Communication skills. Another common skill required for service desk supervisor responsibilities is "communication skills." This skill comes up in the duties of service desk supervisors all the time, as "it managers must explain their work to top executives and give clear instructions to their subordinates." An excerpt from a real service desk supervisor resume shows how this skill is central to what a service desk supervisor does: "escalate issues as needed and maintain communication with customers and technical support teams. "
The three companies that hire the most service desk supervisors are:
- Christensen Farms3 service desk supervisors jobs
- East Penn Manufacturing2 service desk supervisors jobs
- Randstad North America, Inc.2 service desk supervisors jobs
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Compare different service desk supervisors
Service desk supervisor vs. Service lead
A service lead is an individual who manages a team of customer service staff members to support a company's customer service activities. Service leads help staff members respond directly to customers who need assistance through phone calls or emails and provide a quick resolution to the issues and concerns. In case a team member is unable to resolve customer issues, service leads are required to identify a solution to the customer query or direct them to another department. Service leads must also conduct periodic evaluations of team members to discuss performance and note their improvement areas.
While similarities exist, there are also some differences between service desk supervisors and service lead. For instance, service desk supervisor responsibilities require skills such as "operational procedures," "technical support," "level agreements," and "incident management." Whereas a service lead is skilled in "food service," "food safety," "exceptional client," and "client service." This is part of what separates the two careers.
The education levels that service leads earn slightly differ from service desk supervisors. In particular, service leads are 4.3% more likely to graduate with a Master's Degree than a service desk supervisor. Additionally, they're 0.2% more likely to earn a Doctoral Degree.Service desk supervisor vs. Billing supervisor
A billing supervisor is primarily in charge of spearheading and overseeing the billing procedures of a company. Typically managing a team of billing specialists and clerks, a billing supervisor must set goals and guidelines, gather and analyze billing data, develop reports to be presented to directors and other executives, and create strategies to optimize billing processes. They must also monitor all procedures, ensuring it complies with the company's policies. Furthermore, as a supervisor, they must lead and encourage the workforce to reach goals while implementing the rules and regulations of the company.
In addition to the difference in salary, there are some other key differences worth noting. For example, service desk supervisor responsibilities are more likely to require skills like "itil," "operational procedures," "technical support," and "level agreements." Meanwhile, a billing supervisor has duties that require skills in areas such as "customer service," "patients," "billing procedures," and "medicaid." These differences highlight just how different the day-to-day in each role looks.
On average, billing supervisors earn a lower salary than service desk supervisors. Some industries support higher salaries in each profession. Interestingly enough, billing supervisors earn the most pay in the professional industry with an average salary of $61,827. Whereas service desk supervisors have higher pay in the manufacturing industry, with an average salary of $60,809.Average education levels between the two professions vary. Billing supervisors tend to reach similar levels of education than service desk supervisors. In fact, they're 2.6% more likely to graduate with a Master's Degree and 0.2% more likely to earn a Doctoral Degree.Service desk supervisor vs. Account supervisor
The primary job of accounting supervisors is to manage the daily operations of a company's accounting department. They are responsible for leading a team of accountants and overseeing the company's marketing strategies and campaigns. Other responsibilities include managing all the company's financial activities, developing and enforcing strategic business plans, and generating and maintaining account documentation and reports. As an accounting supervisor, you will also organize training for account coordinators and account managers and ensure compliance with government regulations and policies.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from service desk supervisor resumes include skills like "itil," "operational procedures," "technical support," and "level agreements," whereas an account supervisor is more likely to list skills in "customer service," "digital marketing," "project management," and "account management. "
Account supervisors make a very good living in the finance industry with an average annual salary of $87,161. On the other hand, service desk supervisors are paid the highest salary in the manufacturing industry, with average annual pay of $60,809.account supervisors typically earn similar educational levels compared to service desk supervisors. Specifically, they're 4.4% more likely to graduate with a Master's Degree, and 0.1% more likely to earn a Doctoral Degree.Service desk supervisor vs. Staff supervisor
A staff supervisor is responsible for supervising staff and organizing work procedures. Their main duty is to monitor staff. They maintain staff by recruiting, training, and coaching them. They may also gather budget information. They must have good communication skills and be team-oriented.
Types of service desk supervisor
Updated January 8, 2025
