For some organizations the help desk function has been outsourced. This is not a suitable course for many organizations, but for others it does bring significant advantages.
In this scenario, the management function is less 'hands on', BUT IS STILL ESSENTIAL. Remember: even where the function is performed by outsiders, the quality of the help desk will still reflect your own organization!
It is very important that the outsourcing arrangement is properly documented. This will mean clear definitions, clear boundaries of responsibility, clear understanding by both parties of what is expected and when.
These matters are usually documented in a service level agreement and of course within a formal contract. These include reference to formal measurement tools and reporting mechanisms.
If your organization has outsourced its helps desk, it is recommended that these issues are checked thoroughly. If outsourcing is being contemplated, a formal and detailed plan, embracing all these points, should be created. In both these scenarios, the tool/site described on the left may be of value.
Whichever direction you take however, the importance of the management role in an outsourced environment is certainly not diminished.