Service Desk Support Director

Last Updated:
September 19, 2023

Job Description Overview

A Service Desk Support Director job description involves managing a team of customer service professionals who provide technical assistance to end-users. In this role, you will oversee the activities of the Service Desk Support team and ensure that they deliver high-quality customer service while maintaining productivity and meeting service level agreements. Your responsibilities will include managing the day-to-day operations of the Service Desk, developing and implementing support procedures and policies, and ensuring that the team is adequately trained and informed about best practices.

As a Service Desk Support Director, you will also be responsible for handling customer complaints and resolving any issues that arise. You must have excellent communication skills, a deep understanding of the technical infrastructure, and the ability to work under pressure. A successful candidate for this position should have a degree in computer science or a related field, as well as demonstrated experience managing a Service Desk Support team. Ultimately, your goal will be to maintain a customer-focused approach and ensure that the team delivers top-notch service to clients.

Struggling with Product Marketing?ūüĎá
PMMTeam is a world-class Product Marketing Agency with a unique "as a service" subscription model.

Job Duties and Responsibilities

  • Manage and lead a team of service desk support staff to ensure excellent customer service delivery.
  • Develop and implement policies and procedures to ensure efficient and effective service desk support operations.
  • Oversee staff recruitment, training, and performance management to maintain high-quality service standards.
  • Monitor and analyze service desk performance metrics to identify trends and areas for improvement.
  • Collaborate with other departments and stakeholders to identify customer needs and develop solutions.
  • Ensure timely resolution of service desk inquiries and escalations to meet customer expectations.
  • Continuously improve service desk processes by collecting and analyzing customer feedback.
  • Develop and manage the service desk budget to ensure cost-effective service delivery.
  • Maintain up-to-date knowledge of industry trends and best practices to improve service desk operations.
  • Create and maintain a positive work environment that fosters teamwork, growth, and customer focus.

Experience and Education Requirements

To become a Service Desk Support Director in the Customer Service industry, you need a mix of education and experience. You'll typically need a bachelor's degree in computer science, information technology, or another related field. Some companies may also accept an equivalent combination of education and experience. Furthermore, you'll need several years of experience working in a customer service capacity, like tech support or the help desk. You must be knowledgeable about web and mobile technologies, desktop computing, and operating systems, and excellent in communication and leadership skills. An individual moving up the ladder may also need the necessary certifications like CompTIA or ITIL.

Salary Range

As a Service Desk Support Director in the customer service industry, you can expect to earn an average salary range of $90,000 to $120,000 per year in the United States. However, this figure can vary based on your level of experience, location, and the company you work for. For instance, a Service Desk Support Director in San Francisco, California, can earn up to $166,000 annually, while those in Dallas, Texas, earn around $99,000 per year.

According to Glassdoor, the average annual salary for a Service Desk Support Director globally is $109,110. Keep in mind that this figure may differ based on location and other factors mentioned above.


  • Glassdoor (global data)
  • (US data)
  • PayScale (US and global data)

Career Outlook

As per the Bureau of Labor Statistics, the demand for customer service representatives, including Service Desk Support Directors, is expected to grow 2% between 2019 to 2029, which is slower than the average for all occupations. However, due to the increasing use of technology in businesses, the need for technical support roles is projected to increase, as reported by the same source. Moreover, as companies are focusing more on customer satisfaction and experience, excellent customer service support is becoming a key aspect of businesses. Thus, Service Desk Support Directors with good communication and technical skills, and leadership qualities are likely to remain in demand in the customer service industry over the next 5 years.

Frequently Asked Questions (FAQ)

Q: What does a Service Desk Support Director do?

A: A Service Desk Support Director is responsible for leading a team that provides technical support and assistance to customers.

Q: What are the qualifications for a Service Desk Support Director?

A: Typically, a Bachelor's degree in Computer Science, IT or related field, and relevant work experience is required to become a Service Desk Support Director.

Q: What are the primary responsibilities of a Service Desk Support Director?

A: Their primary responsibilities involve leading and directing the service desk support team, ensuring that customer support is delivered effectively, managing the budget, and analyzing customer feedback.

Q: What skills are required to be a successful Service Desk Support Director?

A: Excellent communication skills, leadership skills, technical skills, and the ability to manage multiple tasks and projects are crucial for a successful Service Desk Support Director.

Q: What is the salary range for a Service Desk Support Director?

A: The salary range for a Service Desk Support Director varies depending on the size and industry of the company. However, the average salary range of a Service Desk Support Director in the United States is between $90,000 and $130,000 per year.

Copyright 2023 - All Rights Reserved // Privacy Policy
Terms and Conditions
Do Not Sell or Share My Personal information
All product names, logos, and brands are property of their respective owners. All company, product and service names used in this website are for identification purposes only. Use of these names, logos, and brands does not imply endorsement.