Learn about service management roles and responsibilities and review an organization chart.
- [Instructor] Every service desk should have a strategy, a vision, and an operational plan to be successful. The business relationship management plan must be laid out, and the key players must be assigned to their role. This is where service desk management comes into play to handle all the responsibilities of overseeing a service desk organization. Of course, the size of the organization will typically dictate how many of these management roles an organization is willing and able to employ.
Some roles are handled by the same person due to a lack of funds, process or culture, which may not always be ideal. But again, there's no right or wrong. Let's look at an overview of an organizational chart that starts at the very top and works through the hierarchy of a service desk organization. A CIO, or Chief Information Officer, or Vice President could be at the top of the organizational chart with complete ownership of service desk operations as well as other functional areas of IT.
This level is responsible for overseeing budget creation, funding, service level management, vendor management, business relationship management, and staffing plans. Typically, all other roles report up through to this level, this level being the ultimate owner. The service desk director is responsible for reporting to a CIO or VP, and this role typically oversees the entire service desk operation.
All service desk personnel could report up through this chain including managers, supervisors, team leads, analysts, and technicians. The director executes the development, implementation, and measurement standards of the service desk. Here are examples of what a service desk director could be responsible for. Develop systems, maintains and improves operations by monitoring system performance, identifies and resolves problems.
Focus on meeting human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees. Administering scheduling systems, communicating job expectations. Planning, monitoring, appraising, and reviewing job contributions. Planning and reviewing compensation actions, and enforcing policies and procedures. Meeting financial objectives by preparing an annual budget.
Scheduling expenditures, analyzing variances, and initiate corrective actions. Prepare and presents performance reports to upper management and customers. And finally, lead continual service improvement projects. Now, the service desk director can't handle all these tasks alone, so the service desk manager, supervisor, project managers, and team leads are additional roles that assist with meeting all the business objectives. The director has more of a strategic role.
The rest of management is more focused on operations and the day-to-day management in meeting objectives. The service desk manager is responsible for overseeing all service desk activities including supervisors, senior analyst, technicians, and team leads. Let's take a deeper look at the service desk manager role. Here are examples of what a service desk manager could be responsible for. Manage and motivate their team. Supervise the day-to-day operations of the service desk.
Develop and manage escalation procedures and ensures service levels are maintained. Document, tracks, and monitors incidents requests and problems to ensure resolution in a timely manner. They also work with IT and Support Resources to ensure proper processes are created and followed to inform track and support customers. Communicate with customers, team members, and management regularly during all aspects of service desk operations and during ongoing technical issues.
And finally, create and manage reports to upper level management about all aspects of IT technical management in including service level agreements. The service desk manager might have project managers that assist with various projects and initiatives and implementations that are ongoing in the service desk. These project managers may or may not report directly to the service desk manager, but they are responsible for delivering updates and working directly with the service desk manager.
Project managers are responsible for planning, directing, and coordinating the project and project team members. More specifically, they are responsible for the delivery of the overall project, focus on quality deliverables and the budget. They prepare project plans using standards of project management methodologies. Manage the statement of work, establish project governance and controls, manage delivery and daily management of activities, and facilitate project communications to all stakeholders.
Working on the management team are the last two service desk management roles, the supervisor and the team lead. Now, some organizations do not have supervisors but have team leads. Some organizations may have supervisors but no team leads. Some organizations may have both. Sounds confusing. Well, not really when we break down who these roles manage and what tasks they perform. So, let's start with the supervisor role which could have more management responsibility than a team lead for performance management, human resources management, and service level management.
Overall, a supervisor is responsible for supervising the day-to-day operations of the service desk. Identifying, researching, and resolving complex technical problems. Creating and managing escalation procedures and ensuring service levels are maintained. Documenting, tracking, and monitoring problems to ensure resolution in a timely manner. Exhibiting leadership skills to support business objectives. Produce and require performance and status update reports.
Performing problem analysis. Serving as a first point of escalation for team and customer issues. Ensuring service desk documentation is properly maintained and updated. Recommending continuous improvement updates. Providing coaching, training, and guidance to the team. Performing quality monitoring audits per procedures. Monitoring and track a team attendance, adherence, and availability. Focusing on developing rewards and recognition, programs, and enhancing the culture.
And tracking and reporting metrics to all stakeholders. This is gives a picture of what a service desk supervisor is handling daily. Now, a supervisor may or may not have a team lead but they work closely with to further manage the team. In some organizations, in lieu of a team lead they may have a senior service desk analyst that helps perform tasks as needed. Team leads serve in a role that focuses on working more closely with the team and handling escalations, mentoring, training, and managing the team's performance.
Let's look at the role of a team lead. Team leads may be responsible for coordinates and manages assigned team members. Acts as an escalation point for the team. Works in a mentor capacity to assist, improve, and implement process improvements for the team. Works in a team capacity while providing guidance and support for operational issues. Oversees ticket submissions, escalations, and open issues in the service desk area. Interacts with other IT teams, business units, and technology vendors and partners.
Manages the escalation process and coordinates with other IT groups. Advises the business on process changes needed to meet SLAs or service level agreements. Assists in the development and maintenance of standard operating procedures. Manages the schedule to determine adherence, attendance, and availability performance. May performance manage and coach or may make recommendations to management on coaching opportunities.
Monitor team performance and performance quality audits. And assists with service desk in an analyst capacity by processing issues for customers. In many organizations, analysts are designated as subject-matter experts or SMEs as it's often called. SMEs have demonstrated an advanced level of knowledge of a product, customer, tool, hardware, software application or system. SMEs can work closely with management and customers to assist in creating knowledge, mentoring the service desk, and training and educating customers.
SMEs are not part of management but play an important part of assisting team leads and supervisors with training and knowledge enhancement. Now that we've looked at all of these roles, we have a better idea of the structure of management within a service desk.
- Reviewing the responsibilities of service desk roles
- IT service desk problem-solving skills
- Diagnosing errors, incidents, and problems
- Security skills
- Key elements of communication
- Essential service desk skills
- Service desk certification paths
- Microsoft certifications
- Service management certifications
- Future service desk trends