How can you progress from a service desk analyst to a service desk manager?

1 Assess your current skills and experience

The first step to becoming a service desk manager is to evaluate your current skills and experience as a service desk analyst. You should identify your strengths and weaknesses, as well as the areas where you need to improve or learn new skills. For example, you might be good at troubleshooting technical problems, but need to work on your communication, teamwork, or project management skills. You should also review your resume and portfolio, and highlight any achievements, certifications, or feedback that demonstrate your value and potential as a service desk manager.

2 Seek feedback and mentoring

The next step to becoming a service desk manager is to seek feedback and mentoring from your current manager, peers, or other service desk professionals. Feedback can help you understand how others perceive your performance, skills, and attitude, and what you can do to improve them. Mentoring can provide you with guidance, advice, and support from someone who has more experience and knowledge in the service desk field, and who can help you develop your career plan and goals. You can ask your manager or HR department if there is a formal mentoring program in your organization, or look for mentors in your network, online communities, or professional associations.

3 Pursue training and certification

The third step to becoming a service desk manager is to pursue training and certification that can enhance your skills and qualifications for the role. Training can help you learn new technologies, tools, or methodologies that are relevant for the service desk function, such as ITIL, DevOps, or Agile. Certification can help you validate your skills and knowledge, and show your credibility and commitment to the service desk profession. Some of the certifications that are useful for service desk managers are HDI Service Desk Manager, ITIL Service Operation, or CompTIA A+.

4 Take on more responsibility and leadership

The fourth step to becoming a service desk manager is to take on more responsibility and leadership in your current role as a service desk analyst. You can volunteer for challenging projects, tasks, or initiatives that can showcase your skills and potential, such as leading a team, implementing a new system, or improving a process. You can also demonstrate your leadership by mentoring or coaching other service desk analysts, sharing your expertise and best practices, or initiating feedback and improvement sessions. By taking on more responsibility and leadership, you can gain more visibility, recognition, and trust from your manager and peers, and prepare yourself for the transition to the service desk manager role.

5 Network and apply for opportunities

The final step to becoming a service desk manager is to network and apply for opportunities that match your skills and goals. You can network with other service desk professionals, managers, or recruiters, both within and outside your organization, and build relationships that can help you learn, grow, and find opportunities. You can also use online platforms, such as LinkedIn, Indeed, or Glassdoor, to search for service desk manager jobs, and tailor your resume and cover letter to highlight your skills, experience, and achievements. You should also prepare for the interview process, and showcase your confidence, competence, and enthusiasm for the service desk manager role.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?