JOB TITLES: Help desk manager

By Jim Battey, InfoWorld |  Career

Compensation

Average salary: Nationwide - $54,906

Percent receiving bonuses:

Profit-sharing bonus - 28%

Annual personal performance bonus - 16%

Team performance bonus - 20%

Bonus for completion of major project - 12%

Raises:

Percent whose salary rose over the past year - 71.4%

Average percentage of salary increase - 11.1%

Satisfaction: (Percent who feel fairly compensated)

National average - 51%

Help desk managers - 53.3%

Vital statistics

Experience:

Average number of years in IT - 11

Average number of years at current company - 5

Place in organization:

Average number of direct and indirect reports - 12.1

Highest level of education completed:

Associate's degree - 17.8%

Bachelor's degree - 57.8%

Master's degree - 17.8%

Hours worked and benefits

Average hours worked per week - 47.6

Percent offered employee stock options - 33.3%

Percent offered flexible work hours - 46.7%

Percent offered formal IT training - 42.2%

Percent offered tuition/education reimbursement - 48.9%

Professional resources

Help Desk Institute - href="http://www.helpdeskinst.com" target+"_new">www.helpdeskinst.com

This association for help desk professionals provides information about training
and certification programs along with white papers and links to local chapters.

Helpdesk.com - target="_new">www.helpdesk.com

This site serves as an information portal for service and support IT professionals,
featuring an events calendar and links to support-industry software vendors and
publications.

SOURCE: 2000 INFOWORLD COMPENSATION SURVEY

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