Help Desk Manager - Remuneration Report

All our Remuneration Reports are three pages in length and provide a brief position description covering the job purpose, main accountabilities and matching indicators. This is accompanied by remuneration information and common benefits displayed in a tablulated and graphical format. We also provide a guidline of how to interpret the Report and where an individual employee should be positioned. 

Help Desk Manager                                                                                            

Reports to:

IT Manager or Systems Manager

Primary Objectives:

Plan, manage and supervise the timely provision of help desk support services.

Main Accountabilities:

• Develop help desk procedures and ensure that help desk inquiries are logged onto the support database system.
• Develop and manage duty rosters to ensure the skills of staff are adequate to respond to user enquiries.
• Advise on more complex user problems by providing technical guidance to other help desk personnel.
• Prepare documentation for distribution to users so they can solve frequently needed maintenance/ configuration. 

Matching Indicators:

Five years or more experience in a help desk environment or similar IT services function.