Service Desk Manager Tasks
Service Desk Managers are responsible for effectively managing the Service Desk and incident management process. Service Desk Managers oversee Service Desk Analysts as they resolve incidents and fulfill service requests.
Service Desk Managers manage the operations of the Service Desk and make sure that all incidents and service requests are processed effectively, while meeting the customer service level agreements. Service Desk Managers carry out reporting procedures for incident management and escalate incidents if they cannot be resolved within the agreed service levels. They also review survey results, reports, and dashboards.
Service Desk Managers represent the first stage of escalation for incidents if they cannot be resolved within the agreed service levels.
The default workspaces for Service Desk Managers are:
- Announcement
- Change Calendar
- FAQ
- Incident
- Problem
- Report
- Service Request
- Social Board
- and many more
Service Desk Managers can perform the same tasks as Service Desk Analysts and commonly work on the following:
- Viewing the incident dashboards.
- Viewing incident reports.
- Working with incident assignments.
- Working with incident escalations.
- Viewing incident costing.
- Reviewing incident survey dashboards.
- Creating announcements and FAQs.
- Viewing survey results.
- Managing transactional costs.
- Viewing metrics on service requests.