Call centre supervisor to ICT 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.
51.6/ 100
1 How much of what an ICT help desk manager is expected to do is already part of a call centre supervisor’s work. Directional: the figure for the reverse move differs, because moving into a speciality is not the same problem as moving out of one. 2 Every skill the ICT help desk manager role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
An ICT help desk manager role treats 8 of its required skills as things a call centre supervisor already does. You would walk in with these on day one.
- analyse staff capacity
- characteristics of products
- characteristics of services
- create solutions to problems
- forecast workload
- manage staff
What stands in the way is 8 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.
Table 2 · What you already bring
Of the 13 skills that carry over, these are the ones fewest other occupations ask for. An 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.
- 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 · What you may need to learn
The 15 missing skills fall into 6 areas of the ESCO skill hierarchy, numbered in the order worth working in. Areas carrying the most required skills come first, and inside each one the required skills sit above the optional ones. Nothing here is a verdict on you: it is a list of what this particular job asks for that your current one does not.
- still to learn use ICT hardware required
- still to learn provide ICT support required
- still to learn use ICT ticketing system required
- still to learn product comprehension required
- still to learn organisational structure required
- optional, not held ICT market optional
- optional, not held ICT quality policy optional
- still to learn communicate with customers required
- still to learn educate on data confidentiality required
- optional, not held coach employees optional
- still to learn keep up to date on product knowledge required
- optional, not held ICT help platforms optional
- optional, not held ICT process quality models optional
- optional, not held manage schedule of tasks optional
- optional, not held prioritise requests optional
Table 4 · Where to start
The 3 entries an ICT help desk manager role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 keep up to date on product knowledge practise this
- 02 product comprehension study this
- 03 use ICT hardware practise this
Each entry opens a course search for that skill. Career Overlap earns nothing from these links.
Appendix · The rest of the record
All 13 skills that carry over
- 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
- 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
- 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.
- still to learn product comprehension required
- still to learn 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
Common questions about this move
Can a call centre supervisor become an ICT help desk manager?
Yes, and it is a moderate move. A call centre supervisor already covers 48% of what an ICT help desk manager is expected to do: 13 skills carry over, 8 of which the ICT help desk manager role treats as required.
What skills does a call centre supervisor need to become an ICT help desk manager?
8 required skills are missing, plus 7 optional ones. They fall into 6 areas of the ESCO skill hierarchy, led by working with computers. The single most important is keep up to date on product knowledge.
How hard is the move from call centre supervisor to ICT help desk manager?
Its learning distance is 51.6 out of 100, which is the moderate band. That accounts for both how much is missing and how specialised those skills are.
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.