Help Desk Manager Interview Questions

Help Desk Managers ensure delivery of quality technical support for clients, as well as oversee the work of Help Desk staff. They supervise technical support teams, track performance, and ensure that customer service standards are maintained. They train and support Help Desk Technicians and manage any escalations.

Whether you're a job seeker preparing to be interviewed for the role of Help Desk Manager or an employer preparing to interview candidates for Help Desk Manager position, these Help Desk Manager interview questions will help you prepare yourself for the job interview session.

Help Desk Manager Interview Questions

Below are a list of some skill-based Help Desk Manager interview questions.

1. How would you deal with an underperforming technical support agent?
2. How will you keep track of individual help desk employee performance?
3. Can you describe the most difficult technical issue you have had to resolve remotely?
4. How is your previous experience relevant to the position of a help desk manager?
5. How would you ensure that your technical support team consistently delivers quality customer service?
6. Can you describe the process for ticket escalations you would implement?
7. How would you manage a motivation crisis within your help desk team?
8. How would you deal with a customer complaint about one of your technical support agents?
9. What are some of the most important qualities for a help desk manager to have?
10. Imagine that one of your team members cannot solve the technical issue, forwards it to another team member but they also struggle. What will you do in this case? Will you intervene and try to solve the issue on your own?
11. Describe a situation when you demonstrated leadership at work.
12. How would you handle a situation where a customer is angry and you don’t know how to solve their problem?
13. What is your experience with customer service software?
14. Provide an example of a time when you went above and beyond to help a customer solve their issue.
15. If a customer has a technical issue with a product or service, how do you determine the cause of the problem?
16. How would you go about hiring new help desk agents?
17. Do you have any experience training employees on how to use technical tools or software?
18. What will you do to improve the productivity of help desk agents?
19. It’s Monday morning, 9am, start of the morning shift. But two out of five employees did not come to work, without explanation. And you cannot reach them on the phone. What will you do?
20. Tell us about the time when you had to make a decision without knowing all important information.
21. We want to improve our customer support response times. As a Help Desk Manager, what strategies would you use to do this?
22. Describe your process for documenting customer issues and resolutions.
23. What do you think is the most important aspect of customer service?
24. There is a bug in a software program that your customers are using. How would you handle this situation?

Help Desk Manager Interview Questions and Answers

Every interview is different and the questions may vary. However, there are lots of general questions that get asked at every interview.

Below are some common questions you'd expect during Help Desk Manager interviews. Click on each question to see how to answer them.

1. Why Do You Want To Leave Your Current Job?
2. What is Your Salary Expectation?
3. What is Your Greatest Strength?
4. Are You a Leader or a Follower?
5. Why Do You Want This Job?
6. Do You Have Any Questions for Us?
7. What Is Your Greatest Accomplishment?
8. What is Your Greatest Weakness?
9. Why Should We Hire You?
10. Tell Me About Yourself