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Career Advice?
"I've spent my whole career in customer support jobs at several
software companies, but lately I've been considering a better-paid
job as a corporate help desk manager. However, a friend says people
from the end-user help desk world almost never get hired for responsible
support jobs in software companies. Am I making a dumb career move?"
—Howie from Houston
Dear Howie,
In my experience, your friend is not correct.
My experience includes;
25 years in 3 support organizations,
o 11 years at a worldwide software company
in I.T. positions beginning with a Help Desk Manager to Director of I.T.
(and everything in between).
o 14 years as a Customer Service Manager
supporting external customers in both a service related field and a
software support environment.
If you have managerial experience to qualify you for a management
position, then I would consider you qualified for the position.
Help Desk vs. Customer Support is different only because of the
customers you are supporting, internal vs. external. If you have
excelled in a support environment, regardless of the type of support
then you know it takes; skill at listening to people, empathy, ability
to troubleshooting, accountability, great communication skills. All of
these skills are necessary and applicable in a Help Desk Manager
position.
In addition, your years of experience in Customer Support will always be
a positive if you decide you want to go back into Customer Support.
—Debbie Van Vorst dvanvorst@optiframe.com
OptiFrame Software www.optiframe.com
303/723-4953
My first impression upon reading your question is that you are looking
to get into management for the money. Although the money may be better,
realize that the responsibility goes along with it. You must want to
move into management because that is what you want to do and what will
fulfill you. Also, a corporate help desk does differ a bit from end-user
support but overall the concepts are the same. You are still providing a
service to your client; in this case someone who works for the same
company as you do. You still need to set and meet service level guidelines.
So, I do not see this as a "dumb career move". If you feel it is a job
that you want, that it will be rewarding and fulfilling, and is a good
next step on your career path then go for it. What may help you is
researching and understanding the job description for the company you have
in mind and similar job descriptions. Make sure it is what you expect and
that you have the experience and capability of handling the job.
—Mike Kennedy mike.kennedy@hotelinfosys.com
Hotel Information Systems www.hotelinfosys.com
949/598-6251
[Any other advice? Send an email to membership director Jane Farber at
jfarber@asponline.com,
and we'll post your feedback.]
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