How To Become An IT Service Desk Manager

The role of an IT service desk manager is critical to the success of any organisation that relies on technology to operate, and as the world swiftly becomes more digital, roles in IT are more in-demand than ever before.

As an IT service desk manager, your primary responsibility is to ensure that the IT support team is providing high-quality customer service and technical support to end-users. You will also be responsible for managing the IT service desk team, including setting goals, developing training programmes, and managing budgets. If you are entering the world of work for the first time or are interested in changing profession, we have several tips that can help you get started in a career as an IT service desk manager.

Gain Relevant Experience

To become an IT service desk manager, you need to have a strong background in IT support, which means you should have several years of experience working in a technical support role, such as a helpdesk technician or a desktop support engineer for an IT support company (source: Lucidica).

This will give you the necessary technical knowledge and experience to manage the IT service desk team effectively. Even if you aren’t currently working in IT, you can gain experience by volunteering for IT support roles in your community or at your workplace. Enthusiastically taking on extra work at your current job will also increase your chances in getting glowing recommendations from your superiors when it’s time to start applying for IT service desk manager roles, which will help you secure the job you’re after more easily.

Develop Leadership Skills

As an IT service desk manager, you will be responsible for leading a team of IT support staff, so it is essential to develop your leadership skills by taking courses on leadership or by attending seminars and conferences. Additionally, you can also volunteer for leadership roles in your community, such as serving on a board of directors or leading a team of volunteers, regardless of the field.

Obtain IT Certifications

IT certifications demonstrate that you have the necessary technical knowledge and expertise to manage an IT service desk team. There are several IT certifications that you can pursue, such as the CompTIA A+ certification, the Microsoft Certified Desktop Support Technician (MCDST) certification, and the ITIL Foundation certification. These certifications are highly regarded in the IT industry and can increase your chances of getting hired as an IT service desk manager.

Develop Soft Skills

IT service desk managers need to have excellent communication and interpersonal skills. You will be working with a diverse group of people, including end-users, IT staff, and other departments. Therefore, it is essential to develop your soft skills, such as active listening, conflict resolution, and problem solving, which you can develop by taking courses or attending workshops, or even watching videos on TikTok or YouTube!

Build a Network

Networking is crucial in the IT industry (pun intended!). You can attend IT conferences, join professional organisations, participate in online forums, and utilise LinkedIn to connect with other IT professionals. Building a network can help you learn about job opportunities in your area and gain valuable insights into the IT support industry.

Create a Strong CV

Your CV is your first impression to potential employers, so it is essential to create a strong CV that highlights your technical skills, leadership experience, and soft skills. Make sure to customise your CV for each job application, highlighting the skills and experience that are most relevant to the position.