In addition to all of their functional responsibilities, help desk supervisors must possess a strong understanding of how the call center operates. The help desk supervisor should work closely with the call center management team to ensure that support desk prioritization, response time frames and escalation procedures are properly aligned with organizational needs. The help desk supervisor should maintain open communication with the management team and stay on top of all system changes and new systems implemented in the call center. Finally, the help desk supervisor should ensure that a feedback mechanism, such as internal surveying, is in place to capture and address support issues.
Help desk supervisors can best support their team by ensuring that all help desk agents are properly trained and up to date on all support desk procedures, processes and systems. They should be available at all times to answer questions and assist their staff in resolving escalated or high-severity issues. Help desk supervisors must perform monthly quality evaluations of their staff and provide timely, frequent and consistent feedback to recognize performance strengths and provide coaching for improvement opportunities. They should strive to build and maintain a positive working environment that will attract, motivate and retain high-quality staff.
This was first published in July 2007