17 Desktop Support Manager Interview Questions and Answers

Do you have experience in desktop support and want to move up in your career? A desktop support manager oversees the technical support team that provides help to employees with computer problems. They may also be responsible for managing budgets and purchasing computer equipment.

In order to be successful in this role, you’ll need to be able to answer questions about your experience in desktop support, as well as your ability to manage a team and handle budgets. To help you prepare, we’ve gathered some common interview questions for desktop support managers and provided sample answers.

Are you comfortable working with a wide range of computer systems and software applications?

The interviewer may ask this question to gauge your comfort level with working on different computer systems and software applications. They want to know if you have the skills necessary to support a wide range of clients, including those who use older operating systems or unique software programs. Your answer should highlight your ability to adapt to new technology and learn new processes quickly.

Example: “I am very comfortable working with a variety of computer systems and software applications. In my last role, I supported over 100 employees using Windows 7, Mac OSX and Linux operating systems. I also worked with many different types of web-based applications, such as Salesforce, Zoho and Microsoft Office 365. My experience has taught me that no matter what type of system or application I encounter, I can usually figure out how to use it within an hour.”

What are some of the most important qualities for someone in a desktop support manager role?

This question can help the interviewer determine if you have the qualities they’re looking for in a desktop support manager. Use your answer to highlight some of the most important qualities and how you’ve used them in previous roles.

Example: “The most important quality for someone in this role is communication skills. As a desktop support manager, I would be communicating with many different people on a daily basis, including my team members, clients and other IT professionals. It’s essential that I’m able to clearly communicate information so everyone understands it. Another important quality is problem-solving skills. In this role, I would need to solve problems quickly and efficiently. This requires me to think critically about the issue and come up with solutions.”

How would you handle a situation where multiple employees were experiencing technical issues with their computers at the same time?

This question can help interviewers understand how you would manage a large group of employees at once. Use your answer to highlight your communication and problem-solving skills.

Example: “In this situation, I would first make sure that all the employees experiencing technical issues had access to their computers so they could complete their work. Then, I would meet with each employee one by one to determine what was causing their computer problems. This allows me to address any concerns or questions they may have about the issue. It also helps me ensure that everyone is working on their tasks as efficiently as possible.”

What is your process for troubleshooting common computer issues?

This question can help the interviewer understand your technical skills and how you apply them to troubleshooting common computer issues. Describe a few steps you take when diagnosing problems, such as checking for updates or verifying that hardware is functioning properly.

Example: “I start by making sure all software is up-to-date. Then I check for any system errors and run diagnostic tests on the hard drive. If there are no issues with the hard drive, I move onto other components like the motherboard and power supply unit. If these checks don’t reveal anything, then I’ll reinstall the operating system.”

Provide an example of a time when you provided technical support that led to a positive outcome for your company.

This question can help the interviewer learn more about your technical skills and how you apply them to benefit a company. Use examples from previous jobs that highlight your problem-solving, communication and leadership abilities.

Example: “At my last job, I was working with a client who had an issue with their computer’s operating system. After troubleshooting the issue for several hours, I realized it was a software conflict between two programs. Rather than just fixing the issue, I decided to upgrade the entire system so the client wouldn’t have any further issues in the future. This led to the client being very happy with our service and recommending us to others.”

If an employee was resistant to using a new software program that you felt would improve productivity, how would you handle the situation?

The interviewer may ask you a question like this to assess your leadership skills and ability to motivate employees. In your answer, demonstrate that you can use your communication skills to convince an employee of the benefits of using new software or other productivity tools.

Example: “In my experience, it’s important for employees to feel comfortable with the programs they’re using on their computers. If I encountered resistance from an employee who preferred one program over another, I would first try to understand why they felt so strongly about the old program. Then, I would explain how the new program could help them do their job more efficiently and provide examples of similar situations where the company implemented new technology.”

What would you do if you noticed that many employees were still using outdated software or systems that put the company at risk?

The interviewer may ask you this question to understand how you would handle a situation that could affect the company’s bottom line. In your answer, explain what steps you would take to ensure employees update their software or systems and why it’s important for them to do so.

Example: “If I noticed many of my team members were using outdated software or systems, I would first try to find out why they haven’t updated yet. If there are any barriers preventing them from updating, such as budget constraints, I would work with management to find ways to help employees upgrade their systems. Updating software is essential because it can protect against cyberattacks and other security risks.”

How well do you perform under pressure?

This question can help the interviewer determine how well you perform in a high-pressure environment. High-performing employees often thrive under pressure, so your answer should show that you are capable of handling stressful situations and performing at a high level despite the stress.

Example: “I have experience working in a fast-paced environment where I had to troubleshoot issues for multiple users simultaneously. This helped me develop my problem-solving skills and learn how to prioritize tasks effectively. In addition, I am comfortable with taking on additional responsibilities when needed, which helps me stay calm and focused during stressful situations.”

Do you have any experience training new employees on how to use computer systems or software?

This question can help the interviewer understand your experience training others and how you might apply that to managing a team of employees. Use examples from past experiences where you helped new employees learn about computer systems or software programs.

Example: “In my last role, I had to train several new employees on how to use our company’s computer system. The system was fairly complex with many different functions, so I created a series of online tutorials for them to follow along as they learned. This allowed me to answer any questions they had while also allowing them to practice using the system. After two weeks, most employees were able to navigate through the system independently.”

When performing technical support, do you prefer to work remotely or in person?

This question can help the interviewer understand your preferences and how you might fit into their company culture. If they prefer a specific method, it can also show that they value employees who work in this way. When answering, try to be honest about what works best for you while still showing that you are flexible.

Example: “I find I am most productive when working remotely. However, I do enjoy meeting with clients in person if there is an issue that requires more explanation or demonstration. I think it’s important to meet with clients as much as possible so they feel comfortable asking questions and getting clarification.”

We want to improve our system uptime. What is your strategy for doing so?

This question is an opportunity to show your problem-solving skills and ability to make decisions. Your answer should include a plan for improving system uptime, including the steps you would take to implement it.

Example: “I would first analyze our current system uptime and compare it to industry standards. I would then create a list of all possible causes of downtime and prioritize them based on their impact on system uptime. Next, I would work with my team to develop solutions for each cause of downtime. For example, if we have too many users logged in at once, I would suggest implementing a new login system that allows us to limit the number of simultaneous logins per user.”

Describe your personal strategy for staying up-to-date on new computer technologies and trends.

As a desktop support manager, you’ll need to stay up-to-date on the latest computer technologies and trends. This question helps employers understand how you plan to do this in your role as a manager. In your answer, explain what resources you use to learn about new technology and why they are important to you.

Example: “I subscribe to several tech blogs that I find interesting. I also have a few friends who work in IT, so I ask them questions when I’m curious about something. I think it’s important for me to keep learning more about computers because my job is to help others with their technical issues. If I don’t know enough about a topic, I can’t provide the best solutions.”

What makes you an ideal candidate for a desktop support manager position?

This question is your opportunity to show the interviewer that you are qualified for this role. Use examples from your experience as a desktop support manager or other relevant experiences to highlight your skills and abilities.

Example: “I am an ideal candidate for this position because of my ability to work with others, problem-solve and communicate effectively. I have been working in IT for five years now, and during that time, I’ve developed strong communication skills and learned how to collaborate with team members to solve problems. My technical knowledge also makes me an excellent choice for this role.”

Which desktop or server operating systems are you most familiar with?

This question can help the interviewer determine your level of experience with operating systems. You can list desktop and server operating systems you’ve worked with in the past, as well as those you’re currently working with to show that you have a wide range of knowledge about different operating systems.

Example: “I’m most familiar with Windows 7, 10 and Server 2008 R2. I also have some experience with Linux-based operating systems like Ubuntu and Red Hat. In my last role, I was responsible for managing a team of IT professionals who supported both Windows and Linux servers.”

What do you think is the most important aspect of desktop support?

This question is your opportunity to show the interviewer that you understand what desktop support entails and how it can benefit a company. You should highlight your understanding of the role by explaining why you think this aspect is important.

Example: “I believe the most important part of being a desktop support professional is having excellent communication skills. I find that many issues arise because users don’t know how to properly use their computers or software, so I make sure to explain things in a way they can understand. In my last position, I was able to reduce call volume by 20% simply by training employees on basic computer functions.”

How often should employees update their software?

This question can help the interviewer determine your knowledge of software updates and how often you expect employees to update their programs. Use examples from your previous experience to show that you understand when it’s important for employees to update their software and what consequences may result if they don’t.

Example: “I believe employees should update their software at least once a month, but I also know that sometimes this isn’t possible due to time constraints or other factors. In my last role, I had an employee who didn’t update his software as frequently as he should have. This resulted in him missing out on some security patches that could have prevented a virus from infecting his computer. Luckily, I was able to resolve the issue before any damage occurred.”

There is a conflict between two employees’ computer settings that you cannot resolve. What is your next step?

This question is an opportunity to show your problem-solving skills and ability to work with a team. Your answer should include the steps you would take to resolve this conflict, as well as how you would communicate with both employees about the issue.

Example: “I would first ask each employee what their computer settings are and compare them to see if there is any overlap. If I find that they have similar settings, I would explain to them why it’s important to keep their settings different from one another. If I find no overlap in their settings, I would then speak with each employee individually to determine who changed their settings and why. After speaking with both employees, I would make sure each person understands the importance of keeping their settings separate from one another.”