Engineering competencies v2: a new suite of competencies are now available, view them here or read the FAQ to understand more about this change.

Service Desk Manager

The competencies for Service Desk Manager in Global Service Desk are outlined below. Before reviewing them, it is helpful to review how to use these competencies.

Planning and Organising

Effectively manages activities within the available people, resources and keeps to expected or communicated timelines. Includes contributing to task break-down and estimating.

Oversees the team’s time management, priorities and coordination, setting clear objectives. Ensures effective cover across the Global Service Desk and delivery of key service desk outcomes (eg CSI) as well as ongoing work

Proficiency: Practitioner

Independent Working

Works independently as an individual at each level, showing self-reliance and initiative, and takes responsibility for completing tasks and seeing them through to completion.

Leads the team independently, takes responsibility for the completion of activities, initiatives, and goals, and focuses on outcomes

Proficiency: Practitioner

Problem Solving & Decision Making

Makes well-judged and timely decisions, identifies problems, and creates effective solutions.

Guides the team in resolving incidents and requests reported to the Service Desk within committed timescales, implementing solutions to improve service levels. Reviews team decisions to ensure alignment with technology standards and team goals while helping solve complex issues.

Proficiency: Practitioner

Business Impact

Recognises the broader business context and strategically aligns actions to support organisational goals.

Identifies opportunities and leads initiatives to enhance efficiency and drive innovation, impacting team performance. Starts aligning strategies with clear objectives and understanding the organisational vision.

Proficiency: Practitioner

Communication

Effectively listens, understands, and conveys messages in a way that is appropriate to the audience - including verbal, written, use of diagrammes. Uses a range of techniques to influence and make persuasive arguments. Adopts a patient, empathic style, avoids jargon, and checks for understanding in others.

Leads meetings focused on driving results and clarity, listens actively, and adjusts communication styles to engage diverse team members, enhancing motivation through clear messaging.

Ensures process documentation and knowledge is up to date, optimises processes, monitors and improves performance, and ensures prioritisation of activities

Proficiency: Working knowledge

Team Work

Collaborates effectively across the organisation.

Facilitates collaboration and supports team members in achieving their goals, leads communication across divisions, resolving blockers, and ensuring shared credit across teams.

Proficiency: Working knowledge

Curiosity & Learning

Continuously seeks and creates opportunities for learning and growth.

Encourages continuous learning and development within the team, staying up-to-date with industry trends, and actively seeking opportunities for personal and team growth, and fosters a feedback-rich environment.

Proficiency: Working knowledge

Leadership of Self and Others

Guides oneself and inspires & develops others to achieve common goals. Reflects on their personal growth to identify areas to enhance their performance and for further development.

Effectively manages individuals and the team, delegates tasks, and aligns with organisational goals. Fosters a safe space for risk-taking, boosting motivation. Leads with empathy, supporting diversity and inclusion.

Proficiency: Practitioner

Technical

Demonstrates and shares technical and domain expertise, and develops high-quality, secure and reliable software solutions following industry standards.

  1. Leads their team consistently to good outcomes, ensures appropriate decisions are made to account for technical debt, service improvement, stability, reliability, monitoring, observability, and business needs.
  2. Continues to contribute to solution delivery in hands-on manner, while investing in design and quality reviews of team members contributions.
  3. Works to improve quality of services, operational excellence, use of tooling and delivery practices within the team.

Proficiency: Practitioner