Helpdesk team leader

As department manager/team leader I am responsible for four to 10 full-time staff. These responsibilities include training, monitoring and disciplinary functions.

Dear What Am I Worth,

I am the team leader for a help-desk supporting printers New Zealand-wide, working for a company outsourced by a multinational IT vendor.

I have several areas of responsibility. As department manager/team leader I am responsible for four to 10 full-time staff. These responsibilities include training, monitoring and disciplinary functions and I am the escalation point for technical staff. As a product specialist, I have extensive knowledge of a wide range of printers (more than 50 models).

I am a certified printer engineer for the company concerned and the product specialist for printer networking and networking products. These skills are Windows OS and Mac OS-wide with some Novell. I also administer and support a small LAN used for testing and training purposes (WinNT, 98 and some 2000 machines).

I have been in this position officially for three months, but effectively for six. I was also a help-desk computer technician. This involved troubleshooting and diagnosing software and hardware faults and some on-site work. I have also been assistant manager and customer escalation engineer in this department for almost 18 months.

My qualifications are 75% of a degree in business programming. I have some experience in web design (HTML, Flash), C, VB, Pascal and Cobol programming, Unix and PC repair (all non-commercial level).

Versatile

De Winter International replies: Hardware engineering is not our specialty, so, at a guess, your experience is worth $50,000.

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