Roles

Responsibilities
Manager
Supervisor
Position
Senior Manager
Junior Manager

Supervisor
Technician
roles are the positions team members assume or the parts that they play in a particular operation or proces
the specific tasks or duties that members are expected to complete as a function of their roles. They are the
At a high level the Managers are responsible for the quality and quantity of output whereas
the supervisors are responsible for the inputs mostly however the outputs are in their KPI to make sure that they are boug
Roles

Provides daily supervision and direction to staff responsible for phone and in-person support to
users in the areas of email directories, standard windows desktop applications and applications
developed or deployed uner this contract. Staff serves as the first point of contact for
troubleshooting hardware/software pc and printer problems.

Oversee timely delivery of quality technical support service to clients, whether they are internal
clients working for the same company or external clients who have contracted technical support
service.

Ensure that clients receive technical support services and supervise help desk personnel

The Help Desk Supervisor’s role is to oversee the entire Help Desk staff and ensure that end
users are receiving the appropriate assistance. This includes the responsibility of managing all
procedures related to the identification, prioritization, and resolution of end user help requests,
including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk
Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end
users at the desktop level.

Oversee the entire Help Desk staff and ensure that end users are receiving the appropriate
assistance. ... The Help Desk Supervisor will also contribute to problem resolution by giving in-
person, hands-on support to end users at the desktop level
The Desktop Technician’s role is to provide a single point of contact for end users to receive
support and maintenance within the organization’s desktop computing environment. This
includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and
equipment to ensure optimal workstation performance. The person will also troubleshoot
problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and
provide end-user assistance where required.

to ensure proper computer operation so that end users can accomplish business tasks. This
includes receiving, prioritizing, documenting, and actively resolving end user help requests.
Problem resolution may involve the use of diagnostic and help request tracking tools, as well as
require that the individual give in-person, hands-on help at the desktop level.
a particular operation or process.
ction of their roles. They are the specific activities or obligations for which they are held accountable

KPI to make sure that they are bought into the end result.
Responsibilities

Follows up by monitoring progress and results and taking appropriate counter measures, Ensures staff performance, quality
attendance standards are met; posts statistics as appropriate, Encourages continuous improvement; involves others in plan
improvement efforts and measures; encourages/coaches individuals to follow a systematic improvement process, interview
candidates and processing voluntary and involuntary terminations, Provides meeting leadership, management, and facilitati
in advance and follows up with a complete meeting record to participants.

A help desk manager's job is to oversee timely delivery of quality technical support service to clients, whether they are inter
same company or external clients who have contracted technical support service. This requires both knowledge of the softw
being supported and effective personnel management skills.
Often, help desk managers are responsible for supporting windows-based software systems with a networking component.
employers may prefer help desk managers who are Microsoft-certified and have other certifications specifically in the type o
they will support. Employers may also choose to hire individuals with previous management experience.

Help desk managers may complete both technical support and supervisory duties. Common technical support duties includ
communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware
software on clients' machines. Supervisory duties may include determining personnel requirements, setting schedules and i
their direction have adequate resources to complete their jobs

Manages a team of support personnel who troubleshoot and resolve IT issues. Ensure the help desk staff uses the required
identify, document, track and resolve reported problems. Plan, prioritize and schedule help desk activities to ensure maximu
minimum time. Develop and train help desk staff. Analyze help desk activities and develop tools and process improvements
staff performance. May maintain help desk software and make recommendations for new systems. Typically reports to Unit
Typically requires a bachelor's degree. Manages subordinate staff in the day-to-day performance of their jobs. True first lev
project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Ex
department processes. Typically requires more than 5 years experience of related support services experience. 1 to 3 years
may be required

Supervises the day-to-day operations of the help desk. Identifies, researches, and resolves complex technical problems. Cr
escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure res
manner. Coordinates referrals to appropriate technical, professional or service personnel for follow-up. May require a bac
reports to a manager or head of a unit/department. Supervises a small group of para-professional staff in an organization c
transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge
supervision
Provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researche
problems of moderate complexity. Responds to telephone, email and on line requests for technical support. Documents, t
problem using applicable systems and tools. May coordinate with other teams or departments to resolve user problems. M
degree or its equivalent. Typically reports to a supervisor or manager. Gains or has attained full proficiency in a specific are
under moderate supervision. Typically requires 1-3 years of related experience
KPI -1 KPI -2 KPI -3 KPI -4