1. Interview Questions
  2. Call Center and Customer Service Interview Questions

Help Desk Manager Interview Questions

Top 5 help desk manager interview questions with detailed tips for both hiring managers and candidates.
Paul Peters
By Paul Peters, May 11, 2021
Paul Peters is the Chief Editor of Betterteam. He's a former print journalist and small business owner and has written articles for a variety of newspapers, magazines and websites.
Help Desk Manager providing guidance on a member's query while the rest of the team works individually

Help desk managers train and oversee technical customer support teams and ensure they deliver high levels of customer service.

When interviewing help desk managers, the most suitable candidate will demonstrate excellent troubleshooting and interpersonal skills. Be wary of candidates with poor leadership abilities or those who lack technical knowledge.

Interview Questions for Help Desk Managers:

1. How would you deal with an underperforming technical support agent?

Reveals leadership, people management, and decision-making skills.

2. Can you describe the most difficult technical issue you have had to resolve remotely?

Shows the candidate's work experience and troubleshooting skills.

3. How would you ensure that your technical support team consistently delivers quality customer service?

Illustrates the candidate's ability to train and manage a customer service team.

4. Can you describe the process for ticket escalations you would implement?

Reveals the candidate's management skills and ability to develop an efficient escalation process.

5. How would you deal with a customer complaint about one of your technical support agents?

Shows the candidate's people management and leadership skills.

Related Articles:

Help Desk Specialist Job Description

Learn about the key requirements, duties, responsibilities, and skills that should be in a help desk specialist job description.

Help Desk Technician Job Description

Learn about the key requirements, duties, responsibilities, and skills that should be in a help desk technician job description.

Help Desk Manager Job Description

Learn about the key requirements, duties, responsibilities, and skills that should be in a help desk manager job description.

Help Desk Specialist Interview Questions

Top 5 help desk specialist interview questions with detailed tips for both hiring managers and candidates.

Help Desk Technician Interview Questions

Top 5 help desk technician interview questions with detailed tips for both hiring managers and candidates.
Post a Job