Help Desk Manager Help desk managers complete both technical support and organizational duties, including answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware and installing new software on clients' machines. Mid-Level 36 - 60 months: Candidate is able to work independently, without assistance.60 months of experience providing L1 and/or L2 help desk support to end users via telephone, email, in-person Exper