What’s it all about then?

As the company help desk manager you’ll be responsible for the training, supervising and motivating of a team of support personnel who troubleshoot company IT issues and provide the first line of support for all other IT using staff.

Your team have to resolve any technical problems which arise with computerised systems or devices in a timely, effective and friendly manner that ensures minimum lost time and provides satisfactory outcomes

What might I be doing?

The exact nature of the role will depend on your employer but will likely include the following:

• Managing a team of IT support staff – scheduling, resource allocations, hiring  and so on
• Ensuring staff are properly updated and trained on all company IT, including the creation of training materials
• Implementing relevant policies and procedures for the identification and resolution of relevant problems
• Evaluating new systems and procedures which will improve company IT functions
• Replacing hardware and upgrading software as necessary
• Assisting staff with IT issues
• Troubleshooting IT issues as they arise
• Participating in management meetings and making suggestions for improvements to IT systems as required
• Reporting to senior management on a regular basis
• Collaborating effectively with external suppliers and customers to ensure the proper use of IT along your company supply chain

What will be expected of me?

You’ll have to be familiar with all of the company IT systems and procedures because your ultimate responsibility is to ensure that these run smoothly.

You’ll need to have experience in leading a team and dealing with internal and external customers in a friendly and competent manner.

You’ll also have to make sure that your team have the necessary competences to resolve any issues that may arise.

You’ll need to monitor trends and changes so that all of the IT systems are kept up to date and you’ll be responsible for making budget related suggestions for hardware and software updates

What can I expect?

You will likely be working during the hours of 8am to 6pm although it’s possible that your staff will have to cover non-office hours to make sure that problems are always resolved promptly.

Your day will have huge amount of variety, from your leadership role right through to assisting staff with their IT issues.

When computers and other IT systems are not working and production is affected you can expect to be the focus of attention of everyone in the company from the top down, so make sure you can get things done quickly.

What about the pay?

This will of course vary from employer to employer but salaries of between £28,000 and £36,000 are not uncommon.

What qualifications do I need to get in?

It is most unlikely that you’ll commence your career in a managerial role; rather you’ll have started as a trainee having achieved the relevant IT qualifications, and then worked your way up as your experience and expertise have developed.

There are lots of entry points for IT staff, from Apprenticeships through to postgraduate qualifications and you can study for these at both FE colleges and universities.

What about further training?

In the area of IT there are absolutely tonnes of training courses that you can undertake and these include postgraduate qualifications as well as bespoke supplier driven courses.

In your job as helpdesk manager it is recommended that you continue to undertake further training on a regular basis in order to keep bang up to date with technology.

Anything else I might need to know?

Yes, in modern times many people are very tech savvy so be sure that you are able to stay ahead of everyone knowledge wise; also that you’ve a strong enough personality to drive your own ideas through rather than listening to the opinions of others with a little knowledge.

Remember your team are the experts!