How to become a Service Desk Manager

Leads service desk operations, support teams, escalation management, IT service management processes, service-level performance, technical support, stakeholder communication, and continuous improvement.

Top Skills Required

  • IT service desk operations
  • Incident, request, problem, and change management
  • Tier 2 and Tier 3 technical support

Education & Certifications

Typical: Bachelor's degree in Information Systems, Computer Science, Business, or a related field

Alternative paths:

  • Equivalent professional experience
  • ITIL certification or equivalent IT service management training