Help Desk Management: How to run a computer user support Service Desk effectively

Is your Help Desk constantly firefighting?

Ad hoc support processes. Escalations are stacking up. Engineers handling tickets that should never have left Tier 1. Leadership is demanding better service levels while IT costs continue to rise.
This is a common reality in Help Desk Management and IT Service Management, but it does not have to be your reality.
In Help Desk Management, Wayne Schlicht delivers a practical, execution focused blueprint for building and maturing a high performing IT Service Desk. With 25 years of hands on experience in IT operations management, Wayne advanced from Help Desk agent to IT Director, transforming ITSM frameworks and Service Desk operations at organizations including Best Buy Corporation, the Federal Reserve, and Unisys.

This book is not a theory. It is an operational discipline applied in real environments.
Across more than 300 pages covering 29 essential Help Desk and ITSM topics, you will learn how to design, implement, and optimize:
• ITIL based incident management, problem management, change management, knowledge management, and event management
• Structured Service Desk workflows that improve ticket routing and resolution time
• Help Desk metrics and KPIs that drive accountability and executive reporting
• First Contact Resolution strategies that increase customer satisfaction
• Cost per ticket reduction through proper tier alignment and workload distribution
• Performance management systems that elevate technical support teams
• Quality assurance audit programs for calls and ticket reviews
• IT training and development programs that strengthen frontline agents
• Business cases that justify funding for IT Service Management improvement initiatives
• Internal marketing strategies that position your Help Desk as a strategic asset

Many organizations attempt to “mature” their ITSM program without first implementing the fundamentals. Sustainable Service Desk transformation requires structure, documented processes, measurable performance indicators, and disciplined execution. This guide starts with those foundations.
Each chapter concludes with a practical Quick Start Implementation Worksheet, allowing you to immediately apply the ITIL and Service Desk Management principles in your environment. Downloadable resources from the companion website accelerate implementation and reduce guesswork.
Whether you are a Help Desk Manager, IT Service Desk Supervisor, IT Director, or an aspiring leader in technical support management, this book provides a clear roadmap for transforming reactive support into strategic IT operations.

Stop managing chaos.
Start leading a structured, metrics driven, customer focused Help Desk.