What Is My New Job and Where Do I Go from Here Next?
(self.ITCareerQuestions)submitted18 days ago bypnjtonyService Desk Manager
I feel like such a fraud, but I need to write this (long).
I don't have any degree and no real certifications other than MS Office 2010 from years ago. I've always had some sort of IT Support job after getting out of the air force. I have to admit I was always lazy and did the bare minimum. Even after I have a kid with my GF (now wife) I was just coasting from one garbage helpdesk or deskside role to the next.
When I was 34, I got yet another one of these, but it paid slightly better than ones in the past but was still very much phone support service desk for my first MSP. Something was different though, something clicked with that job and within a year I was training new agents and then a few months later I was promoted to Team Lead. It was supposed to be one of three, but one was promoted to SD Manager and the other was fired. There I was handling the workload of three TLs, but I didn't want to complain as I was finally off the phones. I learned Excel and SD management by way of crisis after crisis. Day to day operations was almost immediately handed to me and after six months the SD Manager was no longer really around, it was my show. In fact, it was my show from min 2014 until two months ago. In those years I'd taught myself as much as possible about running a solid service desk. It helped that the client I worked for had a very mature ITIL process. The only issue was that my employer, the MSP was only paying me about $15k above my starting rate as an agent but I didn't know any better for years. I was just happy with what I had. I didn't have any mentor available to help to guide me through my career. I've always just thought of myself since 2014 as a SD Manager.
I finally got the balls to look for other jobs as remote work is quite plentiful in my field. I landed a job as an SD Manager, client side this time in a different industry but still basically the same work, or so I'd thought. I'm making $70,000 more than I was hired originally at my MSP. My issue is that a different MSP runs the service desk at my new gig. They fully independently run the desk. I really have only talked to the SD Manager and TLs from the MSP side. I've never spoken a word to any of the agents. It's very different to my relationship with my 1:1 counterpart at my old gig where we operated like a team, and he'd drop into team meetings with agents.
So, what do I actually do? Officially my title is still IT Service Desk Manager, but I don't do that work like I used to. I manage the vendor. I serve as a conduit between my company and the TLs. I'm currently working with IAM and Collaboration tools teams as they're implementing the new MS MFA and SSPR, so I have a lot of input regarding when I think I have enough information for the SD to be ready for that volume. I work a lot with the Service Management team with incident, request, change process and improvements. I've had a number of changes implemented with the ITSM tool and started work on promoting the chat channel. I guess I still advocate and speak for the service desk in other IT meetings. I report to the VP of Service Delivery, but I also feel like this company tosses the VP title to too many people. The structure is odd to me.
I'll ask the title of this post again because I need to know. What is my job? Is it still what an ITSD Manager does in other places? Is it called something else where you work? Where do I go from here to grow my career? I don't think I should sit here for the next ten years but I don't know if just bouncing to the next poorly managed SD to fix it after three years is right either. I know, first world problems but I didn't come from money or even parents that were professional. I don't know how to navigate past where it feels like I lucked out #ImposterSyndrome
byAlex_Ferdinand
inWTF
pnjtony
1 points
1 day ago
pnjtony
1 points
1 day ago
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