Table 1Transition record

call centre supervisortoICT help desk manager

A call centre supervisor already meets 48% of what the ICT help desk manager role asks for. The move turns on 8 required skills not yet in the profile.

From call centre supervisor

48%

Overlap1

To ICT help desk manager

13 Skills carried over

8 Required, not held

51.6 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 51.6

This move: 51.6 of 100 · moderate

1 Share of the ICT help desk manager role’s weighted skill requirement already met by the call centre supervisor profile. Required skills count in full, supplementary skills at 0.35. Directional: the figure for the reverse move differs. 2 Combines what is missing with how specialised it is, so a gap of general skills scores easier than the same number of narrow ones.

Table 2

Table 2 · What you already bring

Of the 13 skills that carry over, these are the ones fewest other occupations ask for. A ICT help desk manager role needs them, and most people applying for one will not have them already. This is the part of a call centre supervisor background worth leading with.

Skill the target role also needs Area

already held supervise data entry information skills
already held secure sensitive customer's information assisting and caring
already held call quality assurance management business, administration and law
already held forecast workload management skills
already held analyse staff capacity management skills
already held use customer relationship management software working with computers

All 13 carried skills, including the 8 the ICT help desk manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 15 missing skills fall into 6 areas of the ESCO skill hierarchy, numbered below in the order worth working in: the areas carrying the most required skills come first, and inside each one the required skills sit above the supplementary ones.

Skill to acquire Tier

01 working with computers 3 required

required, not held use ICT hardware required
required, not held provide ICT support required
required, not held use ICT ticketing system required

02 business, administration and law 2 required, 2 supplementary

required, not held product comprehension required
required, not held organisational structure required

optional, not held ICT market optional
optional, not held ICT quality policy optional

03 communication, collaboration and creativity 2 required, 1 supplementary

required, not held communicate with customers required
required, not held educate on data confidentiality required

optional, not held coach employees optional

04 information skills 1 required

required, not held keep up to date on product knowledge required

05 information and communication technologies (icts) 2 supplementary

optional, not held ICT help platforms optional
optional, not held ICT process quality models optional

06 management skills 2 supplementary

optional, not held manage schedule of tasks optional
optional, not held prioritise requests optional

Table 4

Table 4 · Where to start

The 3 entries a ICT help desk manager role is least likely to hire without. The ordering is computed from the skill data, not from what pays.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 13 skills that carry over

Skill Type

already held analyse staff capacity skill
already held characteristics of products knowledge
already held characteristics of services knowledge
already held create solutions to problems skill
already held forecast workload skill
already held manage staff skill
already held secure sensitive customer's information skill
already held supervise data entry skill
already held call quality assurance management knowledge
already held perform project management skill
already held provide customer follow-up services skill
already held train employees skill
already held use customer relationship management software skill

7 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held ICT help platforms optional
optional, not held ICT market optional
optional, not held ICT process quality models optional
optional, not held ICT quality policy optional
optional, not held coach employees optional
optional, not held manage schedule of tasks optional
optional, not held prioritise requests optional

20 held skills the ICT help desk manager role does not ask for

Skill Type

not needed by the target role abide by business ethical code of conducts skill
not needed by the target role adapt to changing situations skill
not needed by the target role analyse call performance trends skill
not needed by the target role apply information security policies skill
not needed by the target role build rapport with people from different cultural backgrounds skill
not needed by the target role call routing knowledge
not needed by the target role call-centre technologies knowledge
not needed by the target role employment law knowledge
not needed by the target role have computer literacy skill
not needed by the target role interpret automatic call distribution data skill
not needed by the target role maintain high quality of calls skill
not needed by the target role manage ICT project skill
not needed by the target role manage business knowledge skill
not needed by the target role measure call quality skill
not needed by the target role perform data analysis skill
not needed by the target role present reports skill
not needed by the target role recruit employees skill
not needed by the target role speak different languages skill
not needed by the target role teamwork principles knowledge
not needed by the target role tolerate stress skill

6 gaps that are knowledge rather than practice

Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.

Skill to acquire Tier

required, not held product comprehension required
required, not held organisational structure required
optional, not held ICT help platforms optional
optional, not held ICT market optional
optional, not held ICT process quality models optional
optional, not held ICT quality policy optional

Index

Other moves recorded from call centre supervisor

Full index of moves from call centre supervisor

Note

How this record was compiled

Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.