Interviewing for Service Desk Manager and want your best advice!
I am a 32-year-old IT Call Center Agent with 10 years of experience in IT Service Desk Support. This experience includes a stint as a team lead for a team of 30 agents when I was in my early 20s.
Over the past six months in my current role, I have been off the phones, training our last four new-hire classes and completely overhauling the knowledge base. I recently decided to “shoot my shot” and sent a proposal to my manager regarding a potential role on the Operations team, supporting various needs and gaps I identified after some recent personnel changes.
During my meeting with my Director, she was extremely pleased with my proposal and let me know she had just been tasked with hiring a manager for our team. (We do not currently have one; she is the acting leader.) She said I would be one hell of a contender for the role.
I have some upcoming strategy meetings with her and will, of course, be interviewing for the position in the near future. What advice do you all have for me going into these strategy sessions and interviews, considering this would be my first opportunity to serve as a manager in this field?