If you think about jobs in IT, many of you would think about technical, routine tasks and spending time in front of various terminals. Well, for many of the jobs \u2013 this interpretation could be right. But, there is one job that I would take out from the bunch of \u201ctypical\u201d IT jobs \u2013 the job of a Service Desk Manager.<\/p>\n
ITIL<\/a>, contrary to ISO 20000<\/a>, puts significant importance on the Service Desk, and its efficiency and competence. Namely, the Service Desk is on the \u201cfrontline\u201d towards users. That means that users don\u2019t see your perfect developer or best-in-class admin or some other expert. What they see is your Service Desk. That visibility puts significance on the Service Desk\u2019s efficiency and, therefore, its management. The Service Desk Manager is \u201cthe role.\u201d Let\u2019s see what the job of that person entails.<\/p>\n To understand the Service Desk Manager\u2019s job responsibilities, let\u2019s first examine his workplace.\u00a0 As I already mentioned, the Service Desk is a user\u2019s first line of support. That\u2019s the place that they will call, or write to, when they are having difficulties with the services they are entitled to (faultlessly) use. That puts high emphasis and high visibility on the Service Desk.<\/p>\n Since the Service Desk deal with incidents, it\u2019s part of the Incident Management<\/a>\u00a0process and a trigger for some other processes like Problem Management or Change Management<\/a>. Further on, the Service Level Manager will spend a lot of time taking care that Service Level Agreement (SLA)<\/a> requirements\u00a0are met, fulfilling Service Requests, etc. So, pretty multidisciplinary isn\u2019t it? So must be the Service Desk\u2019s manager.Working environment<\/h2>\n
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