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Member Contribution: Chris Hulsey
1. Service Desk Manager – I mentor and support a team of Service Desk Analysts in helping customers with questions, issues or requests that will help them perform their work to the best of the their ability.
2. My job as a lot of challenges on a day-to-day basis. I am involved in many business processes such as Change Management, Problem Management, Service Integration, and IT Customer Relationship Management. I use a variety of tools and techniques to deliver information from the Service Desk to the business, so reporting is a significant part of my job.
3. My feeling is that there is a good degree of job security, but that feeling says more about my employer than the position.
4. I review status and get a brief update from the team on major issues that may have happened overnight, I meet with the VP, Customer Service and other division managers to discuss updates and share information across teams. I analyze key performance indicators like Time to Resolve, Customer Satisfaction Rating, and phone call to ticket ratio.
5. I typically work from 7am to about 5pm. There are some days I work less, some days I work more.
6. I typically do not have to work weekends or really put in much overtime, but I am required to do what it takes, as an exempt employee, to get the job done and ensure our team accomplishes its goals and delivers value to the business.
7. I rarely take work home, but usually bring my laptop with me to the house, just in case. Sometimes an On Call Service Desk Analyst will escalate an issue to me for guidance.
8. I deal with all sorts of problems. Customer complaints are some of the most challenging, but I also answer questions about determining the most common issues impacting Customers. There are some days that I answer some calls and provide technical troubleshooting and assistance with PC and software issues. Other problems are planning projects and coordinating frontline support of new system or service.
9. If I can’t solve the problem on my own, I ask a fellow manager, my boss (VP of Customer Service), or my team to help me.
10. I make decisions about team goals, objectives, and performance targets. I hire new team members. I decide appropriate levels of performance for the team and its members. I approve leave and vacation requests.
11. Some of the toughest situations I have faced in this job are when my team rejects an idea that I thought was brilliant and would help us achieve the results the business expects.
12. I interact with customer and clients on a regular basis. Not as much as the rest of the team, but 4 to 5 times a day.
13. There are slow and busy days. No two days are the same. There is lots of task variety as Service Desk Manager.
14. I interact mostly with leadership from Application Engineering, Cloud Computing, and Systems Administration. I also interact with Problem and Change Management functions as well as the VP, Customer Service and the CIO.
15. I have almost complete flexibility to determine how I do my job.
16. My work is predominantly in teams, but there are many hours working independently.
17. I have lots of freedom to decide the services we provide and the manner in which we provide them to the customer. I like the least when I have to coach a team member who is not meeting established goals for results.
18. My job is exciting because no two days are the same. I am presented with mental challenges and problems to solve.
19. Empathy and compassion, leadership, process analysis and organizational skills are critical to success as a Service Desk Manager.
20. I learned these skills through a combination of leadership training, college, technical courses, on the job training, and mentors.
21. Typically this job requires a four year college degree. In my case, I was able to land my job while still taking classes and continually demonstrating progress toward graduation. I believe that my work experience in IT team leadership positions and industry certifications were sufficient to make up for the short term lack of four year degree.
22. A graduate degree is not necessary for this position, but would prove helpful for future advancement.
23. This job has had a positive impact on my lifestyle. I have more free time after work hours, than I did as a Systems Administrator.
24. There is almost no challenge in juggling work and family life.
25. It can be frustrating to hear and receive customer complaints about work that left the customer disappointed when the work was performed by a group outside of your team’s direct control.
26. I would change the way the work flows into and out of next tier support groups. Some groups request individual assignments, while other groups want the work assigned to the group.
27. Turn over is almost non-existant. Previous manager was in the role for 10 years.
28. I directly supervise 7 people.
29. The most likely reason for leaving this job would be a change in leadership that restricted my freedom to decide the actions and direction of my team.