Chapter 2.8

Tier 2—Advanced Help Desk—Help Desk Supervisor


The Advanced Help Desk—Help Desk Supervisor roles can be both technical and managerial. As a help desk supervisor, an individual can move their career from an operational to a managerial role. Additionally, the skills developed in this role can provide a basis for moving into other areas, should one wish to. Those in this role have often moved from a help desk role, and in this elevated role are going to be expected to be more comfortable working without a script to help them identify problems. Gaining skills in this role is often done as a way to move into other careers.


help desk
information security
tier 2 support


“Hello, IT. Have you ...

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