RE: Taming the Help Desk by Geoffrey Sperl

If you find yourself being promoted to manager of a Help Desk as competent Help Desk workers often are, you should keep in mind this. You probably were promoted because you were good at your job, not becuse you have any management skill. Read on for some management tips.

You need to brush up your appearance, your written and oral communication, and some of your unprofessional behaviour. What makes your new role different is you will have more contact with people on all levels of communication. 

You will have staff to lead and select. For that you should interview them properly, train them in industry approved methods (like MOF & ITIL). Once you have the good technicians with work ethics that match you own, you should retain them.