Here is a great management idea for your help desks out there.

tri-management

You should think of your help desk users as a triangle.  At the top point, you have the person who is in charge of it all.  Then under them, we have two people that work under the person in charge.  After that each person gets other people assigned to them.

This way, everybody gets a role and a place in a much more organized business.  You want to make sure each person who has people assigned under them do not have too many people assigned in that place, because then there is a chance there could be a break in communication.

Help desk software like TremenDesk, a hosted help desk solution, makes this task very easy.  From within the administrator interface, you can assign rolls and duties. You could have this group of people only able to see the desk they should be working, and then that group of people only seeing the stuff they should be looking at.  Once again, we go back to the triangle idea of help desk management.

The last thing I want you to remember is that you should always have the right balance of people both above and bellow – because without that, your proverbial pyramid is going to fall.