feat: ict-help-desk-manager skill package v0.1.0

2026-08-14 19:10:09 +02:00
commit d4d8b6a28b
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--- a/PROVENANCE.md
+++ b/PROVENANCE.md
@@ -0,0 +1,31 @@
+# Data provenance — ict-help-desk-manager
+
+Where the content of this skill package comes from, counted by
+content items (tasks, competences, tools, evidence entries, curated
+knowledge). Rendered live by Gitea:
+
+```mermaid
+%%{init: {'theme':'base','themeVariables':{'pie1':'#f9a825','pie2':'#1e88e5','pie3':'#ff355e','pie4':'#d97757','pie5':'#8e24aa','pieOuterStrokeWidth':'0px','pieSectionTextColor':'#fff'}}}%%
+pie showData
+    title Content sources — ict-help-desk-manager
+    "ESCO (occupation & competences)" : 29
+    "O*NET (tasks & tools)" : 297
+    "Job boards (market evidence)" : 52
+    "Anthropic official Claude skills" : 9
+    "External AI skill packs (mapped)" : 131
+```
+
+| Source | Items | Share | Files |
+|---|---|---|---|
+| ESCO (occupation & competences) | 29 | 5.6 % | references/profile.md, references/skills.md |
+| O*NET (tasks & tools) | 297 | 57.3 % | references/tasks.md, references/tools.md |
+| Job boards (market evidence) | 52 | 10.0 % | references/market.md (full report) + "Market evidence" headline sections |
+| Wikipedia & AI expert curation | 0 | 0.0 % | glossary, literature, usecases, intake, quality, evals/ |
+| Anthropic official Claude skills | 9 | 1.7 % | references/ai-skills.md, section "anthropics/skills" (official Claude Code skills) |
+| External AI skill packs (mapped) | 131 | 25.3 % | references/ai-skills.md (per-source attribution inside) |
+| Stack Exchange practitioner Q&A (CC-BY-SA) | 0 | 0.0 % | references/practitioner-qa.md (per-entry attribution inside) |
+
+Licensing: O*NET (USDOL/ETA, CC BY 4.0) · ESCO (© European Union) ·
+job-ad evidence via official APIs (JSearch/Adzuna) · Wikipedia content
+paraphrased with source URLs — never copied · external AI skills are
+linked, not copied (Apache-2.0/MIT/source-available, see ai-skills.md).
--- a/SKILL.md
+++ b/SKILL.md
@@ -0,0 +1,53 @@
+---
+name: ict-help-desk-manager
+description: "Occupational skill for the role 'ICT help desk manager' (also: software support manager, ICT helpdesk managers, IT helpdesk manager, ICT service desk manager, ICT help desk managers, IT help desk manager). Use when the user asks for typical ICT help desk manager work such as: typical ICT help desk manager responsibilities"
+---
+
+# Ict Help Desk Manager
+
+ICT help desk managers monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.
+
+## Core workflow
+
+
+## How to use this skill
+
+- Read [references/profile.md](references/profile.md) for the occupation profile and scope.
+- Consult [references/tasks.md](references/tasks.md) for the full task and activity inventory.
+- Check [references/skills.md](references/skills.md) for essential vs. optional competences.
+- Check [references/tools.md](references/tools.md) for the software commonly used in this role.
+- See [references/ai-skills.md](references/ai-skills.md) — matched external AI agent skills (per-source attribution).
+
+## Key competences (essential)
+
+- analyse staff capacity
+- characteristics of products
+- characteristics of services
+- communicate with customers
+- create solutions to problems
+- educate on data confidentiality
+- forecast workload
+- keep up to date on product knowledge
+- manage staff
+- organisational structure
+- product comprehension
+- provide ICT support
+- secure sensitive customer's information
+- supervise data entry
+- use ICT hardware
+
+## Hot technologies
+
+- Adobe Acrobat
+- Adobe Creative Cloud software
+- Adobe Illustrator
+- Adobe InDesign
+- Adobe Photoshop
+- AJAX
+- Amazon Redshift
+- Amazon Web Services AWS software
+- Ansible software
+- Apache Cassandra
+
+---
+*Sources: ESCO v1.2.1 (http://data.europa.eu/esco/occupation/1242d99a-47f1-4a62-b884-33746db8a6ca), O*NET 30.3 (15-1232.00, manual nearest match). See manifest.json for licensing/attribution.*
--- a/manifest.json
+++ b/manifest.json
@@ -0,0 +1,190 @@
+{
+  "name": "ict-help-desk-manager",
+  "title": "ICT help desk manager",
+  "version": "0.1.0",
+  "layer": "core",
+  "language": "en",
+  "generated": "2026-07-07",
+  "ids": {
+    "esco_uri": "http://data.europa.eu/esco/occupation/1242d99a-47f1-4a62-b884-33746db8a6ca",
+    "esco_code": "3512.2",
+    "isco_group": "3512",
+    "onet_soc": "15-1232.00",
+    "crosswalk_match": "manual nearest via ISCO 3512 (Computer User Support Specialists)"
+  },
+  "sources": [
+    {
+      "name": "ESCO",
+      "version": "1.2.1",
+      "url": "https://esco.ec.europa.eu/"
+    },
+    {
+      "name": "O*NET",
+      "version": "30.3",
+      "url": "https://www.onetcenter.org/",
+      "license": "CC BY 4.0"
+    }
+  ],
+  "attribution": "This package includes information from the O*NET Database (v30.3) by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), CC BY 4.0. skillfactor is not endorsed by USDOL/ETA. ESCO data (v1.2.1) (c) European Union, used per the ESCO download conditions: https://esco.ec.europa.eu/en/use-esco/download",
+  "counts": {
+    "tasks": 0,
+    "dwas": 0,
+    "skills_essential": 16,
+    "skills_optional": 12,
+    "software": 0
+  },
+  "enrichment_ai_skills": {
+    "generated": "2026-07-14",
+    "method": "deterministic mapping (ISCO prefix + title/competence keywords)",
+    "sources": {
+      "anthropics/skills": {
+        "repo": "https://github.com/anthropics/skills",
+        "commit": "f6656c1",
+        "license": "Apache-2.0; the document skills (docx/pdf/pptx/xlsx) are source-available \u2014 see the LICENSE.txt in the upstream skill folder",
+        "skills": 6
+      },
+      "obra/superpowers": {
+        "repo": "https://github.com/obra/superpowers",
+        "commit": "d884ae0",
+        "license": "MIT (c) Jesse Vincent",
+        "skills": 12
+      },
+      "wshobson/agents": {
+        "repo": "https://github.com/wshobson/agents",
+        "commit": "6fd3247",
+        "license": "MIT (c) Seth Hobson",
+        "skills": 12
+      },
+      "NVIDIA/skills": {
+        "repo": "https://github.com/NVIDIA/skills",
+        "commit": "153b14b",
+        "license": "CC-BY-4.0 (skills/docs), Apache-2.0 (code)",
+        "skills": 12
+      },
+      "davila7/claude-code-templates": {
+        "repo": "https://github.com/davila7/claude-code-templates",
+        "commit": "fa79251",
+        "license": "MIT",
+        "skills": 2
+      },
+      "rampstackco/claude-skills": {
+        "repo": "https://github.com/rampstackco/claude-skills",
+        "commit": "bc6d961",
+        "license": "MIT",
+        "skills": 2
+      },
+      "infrasity-labs/dev-gtm-claude-skills": {
+        "repo": "https://github.com/infrasity-labs/dev-gtm-claude-skills",
+        "commit": "02cfefb",
+        "license": "MIT",
+        "skills": 1
+      },
+      "gooseworks-ai/goose-skills": {
+        "repo": "https://github.com/gooseworks-ai/goose-skills",
+        "commit": "94ec916",
+        "license": "no explicit license \u2014 referenced by link only",
+        "skills": 4
+      },
+      "mukul975/Anthropic-Cybersecurity-Skills": {
+        "repo": "https://github.com/mukul975/Anthropic-Cybersecurity-Skills",
+        "commit": "673da1f",
+        "license": "Apache-2.0",
+        "skills": 2
+      },
+      "robertguss/claude-skills": {
+        "repo": "https://github.com/robertguss/claude-skills",
+        "commit": "c31f3be",
+        "license": "MIT",
+        "skills": 1
+      },
+      "alirezarezvani/claude-skills": {
+        "repo": "https://github.com/alirezarezvani/claude-skills",
+        "commit": "0241f43",
+        "license": "MIT",
+        "skills": 2
+      },
+      "jeremylongshore/claude-code-plugins-plus-skills": {
+        "repo": "https://github.com/jeremylongshore/claude-code-plugins-plus-skills",
+        "commit": "e112938a",
+        "license": "MIT",
+        "skills": 12
+      },
+      "mohitagw15856/pm-claude-skills": {
+        "repo": "https://github.com/mohitagw15856/pm-claude-skills",
+        "commit": "876fa30",
+        "license": "MIT",
+        "skills": 1
+      },
+      "jabrena/plinth": {
+        "repo": "https://github.com/jabrena/plinth",
+        "commit": "065eae8",
+        "license": "Apache-2.0",
+        "skills": 2
+      },
+      "nexscope-ai/eCommerce-Skills": {
+        "repo": "https://github.com/nexscope-ai/eCommerce-Skills",
+        "commit": "56f3288",
+        "license": "MIT",
+        "skills": 1
+      },
+      "jeffallan/claude-skills": {
+        "repo": "https://github.com/jeffallan/claude-skills",
+        "commit": "e8be415",
+        "license": "MIT",
+        "skills": 2
+      },
+      "microsoft/skills": {
+        "repo": "https://github.com/microsoft/skills",
+        "commit": "dc543aa",
+        "license": "MIT",
+        "skills": 3
+      },
+      "nexu-io/open-design": {
+        "repo": "https://github.com/nexu-io/open-design",
+        "commit": "4b66023",
+        "license": "Apache-2.0",
+        "skills": 1
+      },
+      "vibeeval/vibecosystem": {
+        "repo": "https://github.com/vibeeval/vibecosystem",
+        "commit": "cea9462",
+        "license": "MIT",
+        "skills": 1
+      },
+      "brycewang-stanford/Auto-Empirical-Research-Skills": {
+        "repo": "https://github.com/brycewang-stanford/Auto-Empirical-Research-Skills",
+        "commit": "85bf545",
+        "license": "CC-BY-4.0",
+        "skills": 1
+      }
+    },
+    "total_skills": 80,
+    "tiers": {
+      "core": 54,
+      "adjacent": 26
+    }
+  },
+  "provenance": {
+    "items": {
+      "esco": 29,
+      "onet": 297,
+      "jobads": 52,
+      "wiki_ai": 0,
+      "anthropic": 9,
+      "ai_skills": 131,
+      "stackx": 0
+    },
+    "share_percent": {
+      "esco": 5.6,
+      "onet": 57.3,
+      "jobads": 10.0,
+      "wiki_ai": 0.0,
+      "anthropic": 1.7,
+      "ai_skills": 25.3,
+      "stackx": 0.0
+    },
+    "method": "content items per source category"
+  },
+  "collar": "white",
+  "computer_work": true
+}
--- a/references/ai-skills.md
+++ b/references/ai-skills.md
@@ -0,0 +1,258 @@
+# External AI agent skills — ict-help-desk-manager
+
+Proven, publicly available AI agent skills mapped to this occupation.
+Nothing is copied from the sources: every entry is a name, a one-line
+summary and a link to the upstream skill package. Each section names
+its source repository, commit, license and retrieval date.
+
+**Tiers:** `core` = the skill directly exercises a top market hard
+skill, tool or method (from gated job-ad evidence) or an essential
+ESCO competence of this occupation; `adjacent` =
+plausibly useful, secondary. Entries are capped at 12 per source
+and 80 in total per occupation (core first,
+strongest matches survive); everything beyond the caps is excluded
+and logged in the pipeline audit trail, not in this package.
+
+_Matched deterministically (ISCO group + title/competence keywords,
+tiered against market evidence + ESCO essentials) by
+`pipeline/p5_enrich_ai_skills.py` on 2026-07-14._
+
+## Source: anthropics/skills
+
+- Repository: [https://github.com/anthropics/skills](https://github.com/anthropics/skills) (commit `f6656c1`, retrieved 2026-07-14)
+- License: Apache-2.0; the document skills (docx/pdf/pptx/xlsx) are source-available — see the LICENSE.txt in the upstream skill folder
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `skill-creator` | adjacent | Create new skills, modify and improve existing skills, and measure skill performance. Use when users want to create a skill from scratch, edit, or optimize an existing skill, run evals to test a skill, benchmark skill performance with … | [source](https://github.com/anthropics/skills/tree/main/skills/skill-creator) |
+| `docx` | adjacent | Use this skill whenever the user wants to create, read, edit, or manipulate Word documents (.docx files) or Word templates (.dotx files). Triggers include: any mention of 'Word doc', 'word document', '.docx', '.dotx', or requests to … | [source](https://github.com/anthropics/skills/tree/main/skills/docx) |
+| `mcp-builder` | adjacent | Guide for creating high-quality MCP (Model Context Protocol) servers that enable LLMs to interact with external services through well-designed tools. Use when building MCP servers to integrate external APIs or services, whether in Python … | [source](https://github.com/anthropics/skills/tree/main/skills/mcp-builder) |
+| `pdf` | adjacent | Use this skill whenever the user wants to do anything with PDF files. This includes reading or extracting text/tables from PDFs, combining or merging multiple PDFs into one, splitting PDFs apart, rotating pages, adding watermarks, creating … | [source](https://github.com/anthropics/skills/tree/main/skills/pdf) |
+| `claude-api` | adjacent | Reference for the Claude API / Anthropic SDK — model ids, pricing, params, streaming, tool use, MCP, agents, caching, token counting, model migration. TRIGGER — read BEFORE opening the target file; don't skip because it "looks like a … | [source](https://github.com/anthropics/skills/tree/main/skills/claude-api) |
+| `webapp-testing` | adjacent | Toolkit for interacting with and testing local web applications using Playwright. Supports verifying frontend functionality, debugging UI behavior, capturing browser screenshots, and viewing browser logs. | [source](https://github.com/anthropics/skills/tree/main/skills/webapp-testing) |
+
+## Source: obra/superpowers
+
+- Repository: [https://github.com/obra/superpowers](https://github.com/obra/superpowers) (commit `d884ae0`, retrieved 2026-07-14)
+- License: MIT (c) Jesse Vincent
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `finishing-a-development-branch` | adjacent | Use when implementation is complete, all tests pass, and you need to decide how to integrate the work - guides completion of development work by presenting structured options for merge, PR, or cleanup | [source](https://github.com/obra/superpowers/tree/main/skills/finishing-a-development-branch) |
+| `subagent-driven-development` | adjacent | Use when executing implementation plans with independent tasks in the current session | [source](https://github.com/obra/superpowers/tree/main/skills/subagent-driven-development) |
+| `test-driven-development` | adjacent | Use when implementing any feature or bugfix, before writing implementation code | [source](https://github.com/obra/superpowers/tree/main/skills/test-driven-development) |
+| `brainstorming` | adjacent | You MUST use this before any creative work - creating features, building components, adding functionality, or modifying behavior. Explores user intent, requirements and design before implementation. | [source](https://github.com/obra/superpowers/tree/main/skills/brainstorming) |
+| `using-git-worktrees` | adjacent | Use when starting feature work that needs isolation from current workspace or before executing implementation plans - ensures an isolated workspace exists via native tools or git worktree fallback | [source](https://github.com/obra/superpowers/tree/main/skills/using-git-worktrees) |
+| `dispatching-parallel-agents` | adjacent | Use when facing 2+ independent tasks that can be worked on without shared state or sequential dependencies | [source](https://github.com/obra/superpowers/tree/main/skills/dispatching-parallel-agents) |
+| `executing-plans` | adjacent | Use when you have a written implementation plan to execute in a separate session with review checkpoints | [source](https://github.com/obra/superpowers/tree/main/skills/executing-plans) |
+| `receiving-code-review` | adjacent | Use when receiving code review feedback, before implementing suggestions, especially if feedback seems unclear or technically questionable - requires technical rigor and verification, not performative agreement or blind implementation | [source](https://github.com/obra/superpowers/tree/main/skills/receiving-code-review) |
+| `requesting-code-review` | adjacent | Use when completing tasks, implementing major features, or before merging to verify work meets requirements | [source](https://github.com/obra/superpowers/tree/main/skills/requesting-code-review) |
+| `systematic-debugging` | adjacent | Use when encountering any bug, test failure, or unexpected behavior, before proposing fixes | [source](https://github.com/obra/superpowers/tree/main/skills/systematic-debugging) |
+| `verification-before-completion` | adjacent | Use when about to claim work is complete, fixed, or passing, before committing or creating PRs - requires running verification commands and confirming output before making any success claims; evidence before assertions always | [source](https://github.com/obra/superpowers/tree/main/skills/verification-before-completion) |
+| `writing-plans` | adjacent | Use when you have a spec or requirements for a multi-step task, before touching code | [source](https://github.com/obra/superpowers/tree/main/skills/writing-plans) |
+
+## Source: wshobson/agents
+
+- Repository: [https://github.com/wshobson/agents](https://github.com/wshobson/agents) (commit `6fd3247`, retrieved 2026-07-14)
+- License: MIT (c) Seth Hobson
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `application-performance-observability-engineer (agent)` | core | Build production-ready monitoring, logging, and tracing systems. Implements comprehensive observability strategies, SLI/SLO management, and incident response workflows. Use PROACTIVELY for monitoring infrastructure, performance … | [source](https://github.com/wshobson/agents/tree/main/plugins/application-performance/agents/observability-engineer.md) |
+| `application-performance-frontend-developer (agent)` | core | Build React components, implement responsive layouts, and handle client-side state management. Masters React 19, Next.js 15, and modern frontend architecture. Optimizes performance and ensures accessibility. Use PROACTIVELY when creating … | [source](https://github.com/wshobson/agents/tree/main/plugins/application-performance/agents/frontend-developer.md) |
+| `secrets-management` | core | Implement secure secrets management for CI/CD pipelines using Vault, AWS Secrets Manager, or native platform solutions. Use when handling sensitive credentials, rotating secrets, or securing CI/CD environments. | [source](https://github.com/wshobson/agents/tree/main/plugins/cicd-automation/skills/secrets-management) |
+| `uv-package-manager` | core | Master the uv package manager for fast Python dependency management, virtual environments, and modern Python project workflows. Use when setting up Python projects, managing dependencies, or optimizing Python development workflows with uv. | [source](https://github.com/wshobson/agents/tree/main/plugins/python-development/skills/uv-package-manager) |
+| `code-documentation-code-reviewer (agent)` | core | Elite code review expert specializing in modern AI-powered code analysis, security vulnerabilities, performance optimization, and production reliability. Masters static analysis tools, security scanning, and configuration review with … | [source](https://github.com/wshobson/agents/tree/main/plugins/code-documentation/agents/code-reviewer.md) |
+| `slo-implementation` | core | Define and implement Service Level Indicators (SLIs) and Service Level Objectives (SLOs) with error budgets and alerting. Use when establishing reliability targets, implementing SRE practices, or measuring service performance. | [source](https://github.com/wshobson/agents/tree/main/plugins/observability-monitoring/skills/slo-implementation) |
+| `distributed-debugging-devops-troubleshooter (agent)` | core | Expert DevOps troubleshooter specializing in rapid incident response, advanced debugging, and modern observability. Masters log analysis, distributed tracing, Kubernetes debugging, performance optimization, and root cause analysis. Handles … | [source](https://github.com/wshobson/agents/tree/main/plugins/distributed-debugging/agents/devops-troubleshooter.md) |
+| `k8s-manifest-generator` | core | Create production-ready Kubernetes manifests for Deployments, Services, ConfigMaps, and Secrets following best practices and security standards. Use when generating Kubernetes YAML manifests, creating K8s resources, or implementing … | [source](https://github.com/wshobson/agents/tree/main/plugins/kubernetes-operations/skills/k8s-manifest-generator) |
+| `multi-cloud-architecture` | core | Design multi-cloud architectures using a decision framework to select and integrate services across AWS, Azure, GCP, and OCI. Use when building multi-cloud systems, avoiding vendor lock-in, or leveraging best-of-breed services from … | [source](https://github.com/wshobson/agents/tree/main/plugins/cloud-infrastructure/skills/multi-cloud-architecture) |
+| `python-performance-optimization` | core | Profile and optimize Python code using cProfile, memory profilers, and performance best practices. Use when debugging slow Python code, optimizing bottlenecks, or improving application performance. | [source](https://github.com/wshobson/agents/tree/main/plugins/python-development/skills/python-performance-optimization) |
+| `python-testing-patterns` | core | Implement comprehensive testing strategies with pytest, fixtures, mocking, and test-driven development. Use when writing Python tests, setting up test suites, or implementing testing best practices. | [source](https://github.com/wshobson/agents/tree/main/plugins/python-development/skills/python-testing-patterns) |
+| `tdd-workflows-tdd-orchestrator (agent)` | core | Master TDD orchestrator specializing in red-green-refactor discipline, multi-agent workflow coordination, and comprehensive test-driven development practices. Enforces TDD best practices across teams with AI-assisted testing and modern … | [source](https://github.com/wshobson/agents/tree/main/plugins/tdd-workflows/agents/tdd-orchestrator.md) |
+
+## Source: alirezarezvani/claude-skills
+
+- Repository: [https://github.com/alirezarezvani/claude-skills](https://github.com/alirezarezvani/claude-skills) (commit `0241f43`, retrieved 2026-07-14)
+- License: MIT
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `ceo-advisor` | core | Executive leadership guidance for strategic decision-making, organizational development, and stakeholder management. Use when planning strategy, preparing board presentations, managing investors, developing organizational culture, making … | [source](https://github.com/alirezarezvani/claude-skills/tree/0241f43/c-level-advisor/skills/ceo-advisor) |
+| `cfo-advisor` | core | Financial leadership for startups and scaling companies. Financial modeling, unit economics, fundraising strategy, cash management, and board financial packages. Use when building financial models, analyzing unit economics, planning … | [source](https://github.com/alirezarezvani/claude-skills/tree/0241f43/c-level-advisor/skills/cfo-advisor) |
+
+## Source: brycewang-stanford/Auto-Empirical-Research-Skills
+
+- Repository: [https://github.com/brycewang-stanford/Auto-Empirical-Research-Skills](https://github.com/brycewang-stanford/Auto-Empirical-Research-Skills) (commit `85bf545`, retrieved 2026-07-14)
+- License: CC-BY-4.0
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `diverga-memory` | core | Diverga Memory System v7.0 - Context-persistent research support with checkpoint auto-trigger and cross-session continuity. Triggers: memory, remember, context, recall, checkpoint, decision, persist, 기억, 맥락, 세션, 체크포인트 | [source](https://github.com/brycewang-stanford/Auto-Empirical-Research-Skills/tree/85bf545/skills/25-HosungYou-Diverga/skills/memory) |
+
+## Source: davila7/claude-code-templates
+
+- Repository: [https://github.com/davila7/claude-code-templates](https://github.com/davila7/claude-code-templates) (commit `fa79251`, retrieved 2026-07-14)
+- License: MIT
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `it-operations` | core | Manages IT infrastructure, monitoring, incident response, and service reliability. Provides frameworks for ITIL service management, observability strategies, automation, backup/recovery, capacity planning, and operational excellence … | [source](https://github.com/davila7/claude-code-templates/tree/fa79251/cli-tool/components/skills/development/it-operations) |
+| `google-cloud-onboarding` | core | Guides developers through their first steps on Google Cloud, covering account creation, billing setup, project management, CLI installation, and deploying a first resource. | [source](https://github.com/davila7/claude-code-templates/tree/fa79251/cli-tool/components/skills/development/google-cloud-onboarding) |
+
+## Source: gooseworks-ai/goose-skills
+
+- Repository: [https://github.com/gooseworks-ai/goose-skills](https://github.com/gooseworks-ai/goose-skills) (commit `94ec916`, retrieved 2026-07-14)
+- License: no explicit license — referenced by link only
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `help-center-article-generator` | core | Take support ticket clusters, FAQ patterns, product documentation, or feature specs and generate structured help center articles with step-by-step instructions, screenshot placeholders, troubleshooting sections, and related article links. … | [source](https://github.com/gooseworks-ai/goose-skills/tree/94ec916/skills/content/composites/help-center-article-generator) |
+| `customer-story-builder` | core | Take raw customer inputs — interview transcripts, survey responses, Slack quotes, support tickets, review excerpts — and generate a structured case study draft with problem/solution/result narrative, pull-quotes, metric callouts, and … | [source](https://github.com/gooseworks-ai/goose-skills/tree/94ec916/skills/content/composites/customer-story-builder) |
+| `voice-of-customer-synthesizer` | core | Aggregate customer feedback from multiple sources — support tickets, NPS comments, Slack messages, G2 reviews, call transcripts, survey responses — into a unified VoC report with theme clustering, sentiment analysis, trend detection, and … | [source](https://github.com/gooseworks-ai/goose-skills/tree/94ec916/skills/research/composites/voice-of-customer-synthesizer) |
+| `ad-angle-miner` | core | Mine the highest-converting ad angles from customer reviews, Reddit complaints, support tickets, and competitor ads. Extracts actual pain language, competitor weaknesses, and outcome phrases that real buyers use. Outputs a ranked angle … | [source](https://github.com/gooseworks-ai/goose-skills/tree/94ec916/skills/ads/composites/ad-angle-miner) |
+
+## Source: infrasity-labs/dev-gtm-claude-skills
+
+- Repository: [https://github.com/infrasity-labs/dev-gtm-claude-skills](https://github.com/infrasity-labs/dev-gtm-claude-skills) (commit `02cfefb`, retrieved 2026-07-14)
+- License: MIT
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `customer-research` | core | When the user wants to conduct, analyze, or synthesize customer research. Use when the user mentions "customer research," "ICP research," "talk to customers," "analyze transcripts," "customer interviews," "survey analysis," "support ticket … | [source](https://github.com/infrasity-labs/dev-gtm-claude-skills/tree/02cfefb/.claude/skills/customer-research) |
+
+## Source: jabrena/plinth
+
+- Repository: [https://github.com/jabrena/plinth](https://github.com/jabrena/plinth) (commit `065eae8`, retrieved 2026-07-14)
+- License: Apache-2.0
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `804-regulations-eu-nis2` | core | Use when reviewing, designing, or modifying Java enterprise systems that may support essential or important entities, critical-sector services, managed service providers, supply-chain dependencies, or cybersecurity incident escalation … | [source](https://github.com/jabrena/plinth/tree/065eae8/skills/804-regulations-eu-nis2) |
+| `807-regulations-eu-digital-services-act` | core | Use when reviewing, designing, or modifying Java enterprise systems that may support intermediary services, hosting services, online platforms, marketplaces, content moderation, recommender systems, advertising delivery, complaint … | [source](https://github.com/jabrena/plinth/tree/065eae8/skills/807-regulations-eu-digital-services-act) |
+
+## Source: jeffallan/claude-skills
+
+- Repository: [https://github.com/jeffallan/claude-skills](https://github.com/jeffallan/claude-skills) (commit `e8be415`, retrieved 2026-07-14)
+- License: MIT
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `terraform-engineer` | core | Use when implementing infrastructure as code with Terraform across AWS, Azure, or GCP. Invoke for module development (create reusable modules, manage module versioning), state management (migrate backends, import existing resources, … | [source](https://github.com/jeffallan/claude-skills/tree/e8be415/skills/terraform-engineer) |
+| `cloud-architect` | core | Designs cloud architectures, creates migration plans, generates cost optimization recommendations, and produces disaster recovery strategies across AWS, Azure, and GCP. Use when designing cloud architectures, planning migrations, or … | [source](https://github.com/jeffallan/claude-skills/tree/e8be415/skills/cloud-architect) |
+
+## Source: jeremylongshore/claude-code-plugins-plus-skills
+
+- Repository: [https://github.com/jeremylongshore/claude-code-plugins-plus-skills](https://github.com/jeremylongshore/claude-code-plugins-plus-skills) (commit `e112938a`, retrieved 2026-07-14)
+- License: MIT
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `clade-deploy-integration` | core | Deploy Claude-powered applications to Vercel, Fly.io, and Cloud Run Use when working with deploy-integration patterns. with proper secrets management and streaming support. Trigger with "deploy anthropic", "claude production deploy", … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/claude-pack/skills/clade-deploy-integration) |
+| `replit-debug-bundle` | core | Collect Replit diagnostic info for debugging deployments, workspace issues, and support tickets. Use when encountering persistent issues, preparing support tickets, or collecting system state for troubleshooting Replit problems. Trigger … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/replit-pack/skills/replit-debug-bundle) |
+| `adobe-debug-bundle` | core | Collect Adobe debug evidence for support tickets and troubleshooting. Use when encountering persistent issues, preparing support tickets, or collecting diagnostic information for Adobe API problems. Trigger with phrases like "adobe debug", … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/adobe-pack/skills/adobe-debug-bundle) |
+| `assemblyai-debug-bundle` | core | Collect AssemblyAI debug evidence for support tickets and troubleshooting. Use when encountering persistent issues, preparing support tickets, or collecting diagnostic information for AssemblyAI problems. Trigger with phrases like … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/assemblyai-pack/skills/assemblyai-debug-bundle) |
+| `bamboohr-debug-bundle` | core | Collect BambooHR debug evidence for support tickets and troubleshooting. Use when encountering persistent issues, preparing support tickets, or collecting diagnostic information for BambooHR API problems. Trigger with phrases like … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/bamboohr-pack/skills/bamboohr-debug-bundle) |
+| `brightdata-debug-bundle` | core | Collect Bright Data debug evidence for support tickets and troubleshooting. Use when encountering persistent issues, preparing support tickets, or collecting diagnostic information for Bright Data problems. Trigger with phrases like … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/brightdata-pack/skills/brightdata-debug-bundle) |
+| `canva-debug-bundle` | core | Collect Canva Connect API debug evidence for troubleshooting and support. Use when encountering persistent issues, preparing support tickets, or collecting diagnostic information for Canva API problems. Trigger with phrases like "canva … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/canva-pack/skills/canva-debug-bundle) |
+| `clay-debug-bundle` | core | Collect Clay debug evidence for support tickets and troubleshooting. Use when encountering persistent issues, preparing support tickets, or collecting diagnostic information for Clay integration problems. Trigger with phrases like "clay … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/clay-pack/skills/clay-debug-bundle) |
+| `clerk-debug-bundle` | core | Collect comprehensive debug information for Clerk issues. Use when troubleshooting complex problems, preparing support tickets, or diagnosing intermittent issues. Trigger with phrases like "clerk debug", "clerk diagnostics", "clerk support … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/clerk-pack/skills/clerk-debug-bundle) |
+| `coderabbit-debug-bundle` | core | Collect CodeRabbit debug evidence for support tickets and troubleshooting. Use when encountering persistent issues, preparing support tickets, or collecting diagnostic information for CodeRabbit problems. Trigger with phrases like … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/coderabbit-pack/skills/coderabbit-debug-bundle) |
+| `cohere-debug-bundle` | core | Collect Cohere debug evidence for support tickets and troubleshooting. Use when encountering persistent issues, preparing support tickets, or collecting diagnostic information for Cohere API problems. Trigger with phrases like "cohere … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/cohere-pack/skills/cohere-debug-bundle) |
+| `customerio-debug-bundle` | core | Collect Customer.io debug evidence for support tickets. Use when creating support requests, investigating delivery failures, or documenting integration issues. Trigger: "customer.io debug", "customer.io support ticket", "collect … | [source](https://github.com/jeremylongshore/claude-code-plugins-plus-skills/tree/e112938a/plugins/saas-packs/customerio-pack/skills/customerio-debug-bundle) |
+
+## Source: microsoft/skills
+
+- Repository: [https://github.com/microsoft/skills](https://github.com/microsoft/skills) (commit `dc543aa`, retrieved 2026-07-14)
+- License: MIT
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `azure-mgmt-applicationinsights-dotnet` | core | Azure Application Insights SDK for .NET. Application performance monitoring and observability resource management. Use for creating Application Insights components, web tests, workbooks, analytics items, and API keys. Triggers: … | [source](https://github.com/microsoft/skills/tree/dc543aa/.github/plugins/azure-sdk-dotnet/skills/azure-mgmt-applicationinsights-dotnet) |
+| `azure-ai-projects-dotnet` | core | Azure AI Projects SDK for .NET. High-level client for Azure AI Foundry projects including agents, connections, datasets, deployments, evaluations, and indexes. Use for AI Foundry project management, versioned agents, and orchestration. … | [source](https://github.com/microsoft/skills/tree/dc543aa/.github/plugins/azure-sdk-dotnet/skills/azure-ai-projects-dotnet) |
+| `azure-mgmt-fabric-dotnet` | core | Azure Resource Manager SDK for Fabric in .NET. Use for MANAGEMENT PLANE operations: provisioning, scaling, suspending/resuming Microsoft Fabric capacities, checking name availability, and listing SKUs via Azure Resource Manager. Triggers: … | [source](https://github.com/microsoft/skills/tree/dc543aa/.github/plugins/azure-sdk-dotnet/skills/azure-mgmt-fabric-dotnet) |
+
+## Source: mohitagw15856/pm-claude-skills
+
+- Repository: [https://github.com/mohitagw15856/pm-claude-skills](https://github.com/mohitagw15856/pm-claude-skills) (commit `876fa30`, retrieved 2026-07-14)
+- License: MIT
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `help-center-article` | core | Write a help-center / knowledge-base article that actually resolves the issue and deflects tickets. Use when asked to write a help doc, KB article, FAQ entry, how-to, or support documentation. Produces a findable, skimmable article — … | [source](https://github.com/mohitagw15856/pm-claude-skills/tree/876fa30/plugins/pm-support/skills/help-center-article) |
+
+## Source: mukul975/Anthropic-Cybersecurity-Skills
+
+- Repository: [https://github.com/mukul975/Anthropic-Cybersecurity-Skills](https://github.com/mukul975/Anthropic-Cybersecurity-Skills) (commit `673da1f`, retrieved 2026-07-14)
+- License: Apache-2.0
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `implementing-ticketing-system-for-incidents` | core | Implements an integrated incident ticketing system connecting SIEM alerts to ServiceNow, Jira, or TheHive for structured incident tracking, SLA management, escalation workflows, and compliance documentation. Use when SOC teams need … | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/implementing-ticketing-system-for-incidents) |
+| `implementing-azure-defender-for-cloud` | core | Implementing Microsoft Defender for Cloud to enable cloud security posture management, workload protection across VMs, containers, databases, and storage, configure security recommendations, and set up adaptive security controls with … | [source](https://github.com/mukul975/Anthropic-Cybersecurity-Skills/tree/673da1f/skills/implementing-azure-defender-for-cloud) |
+
+## Source: nexscope-ai/eCommerce-Skills
+
+- Repository: [https://github.com/nexscope-ai/eCommerce-Skills](https://github.com/nexscope-ai/eCommerce-Skills) (commit `56f3288`, retrieved 2026-07-14)
+- License: MIT
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `product-review-analysis` | core | Product review analysis and customer feedback intelligence. Pain point identification, praise pattern analysis, feature request extraction, sentiment analysis, and product improvement insights. Use when the user asks about review analysis, … | [source](https://github.com/nexscope-ai/eCommerce-Skills/tree/56f3288/product-review-analysis) |
+
+## Source: nexu-io/open-design
+
+- Repository: [https://github.com/nexu-io/open-design](https://github.com/nexu-io/open-design) (commit `4b66023`, retrieved 2026-07-14)
+- License: Apache-2.0
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `research-decision-room` | core | Turn messy user research notes, interviews, support tickets, surveys, and product context into an evidence-backed decision room: a single HTML artifact with an evidence ledger, theme map, confidence heatmap, opportunity matrix, decision … | [source](https://github.com/nexu-io/open-design/tree/4b66023/skills/research-decision-room) |
+
+## Source: rampstackco/claude-skills
+
+- Repository: [https://github.com/rampstackco/claude-skills](https://github.com/rampstackco/claude-skills) (commit `bc6d961`, retrieved 2026-07-14)
+- License: MIT
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `user-feedback-aggregation` | core | Collecting and synthesizing user feedback across channels (support tickets, NPS, in-app feedback, sales calls, social mentions, customer councils) into a continuous signal that informs product decisions. The triage discipline that … | [source](https://github.com/rampstackco/claude-skills/tree/bc6d961/skills/user-feedback-aggregation) |
+| `discovery-research-synthesis` | core | Turning research artifacts into actionable PM insight. Customer interviews, user research notes, support ticket reviews, sales call transcripts, survey data, in-app feedback, all synthesized into the decisions they are meant to inform. The … | [source](https://github.com/rampstackco/claude-skills/tree/bc6d961/skills/discovery-research-synthesis) |
+
+## Source: robertguss/claude-skills
+
+- Repository: [https://github.com/robertguss/claude-skills](https://github.com/robertguss/claude-skills) (commit `c31f3be`, retrieved 2026-07-14)
+- License: MIT
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `app-review-analyzer` | core | Systematically analyze app reviews for competitor research or own-app reputation management. Categorize reviews by sentiment and themes (bugs, missing features, UX complaints, pricing objections, praise, support issues), identify … | [source](https://github.com/robertguss/claude-skills/tree/c31f3be/skills/mobile-app-dev/app-review-analyzer) |
+
+## Source: vibeeval/vibecosystem
+
+- Repository: [https://github.com/vibeeval/vibecosystem](https://github.com/vibeeval/vibecosystem) (commit `cea9462`, retrieved 2026-07-14)
+- License: MIT
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `terraform-patterns` | core | Module composition, state management, workspace strategy, provider versioning, and infrastructure-as-code best practices. | [source](https://github.com/vibeeval/vibecosystem/tree/cea9462/skills/terraform-patterns) |
+
+## Source: NVIDIA/skills
+
+- Repository: [https://github.com/NVIDIA/skills](https://github.com/NVIDIA/skills) (commit `153b14b`, retrieved 2026-07-14)
+- License: CC-BY-4.0 (skills/docs), Apache-2.0 (code)
+
+| Skill | Tier | What it adds | Upstream |
+|---|---|---|---|
+| `tao-run-on-brev` | core | Brev managed GPU instances with Docker support. Use when running TAO training, evaluation, or inference on Brev GPU instances, managing Brev deployments, or dispatching TAO jobs through the Brev CLI. Trigger phrases include "run on Brev", … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/tao-run-on-brev) |
+| `tao-run-platform` | core | TAO Execution SDK for submitting and monitoring GPU training jobs on supported platforms (Brev, SLURM, local Docker, Kubernetes). Use when the user wants to run TAO jobs through the SDK, get job tracking, S3 I/O wrapping, multi-node … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/tao-run-platform) |
+| `physical-ai-infrastructure-setup-and-resilient-scaling` | core | Use when the user wants to set up, scale, validate, or harden NVIDIA physical AI infrastructure for synthetic data generation workflows across local MicroK8s or Azure AKS, including Kubernetes clusters, inference endpoint deployment, OSMO … | [source](https://github.com/NVIDIA/skills/tree/153b14b/plugins/nvidia-skills/skills/physical-ai-infrastructure-setup-and-resilient-scaling) |
+| `tao-analyze-gaps-visual-changenet` | core | Performs gap analysis on NVIDIA TAO VCN Classify (Visual Component Net) experiments by invoking the data-services container (`tao_toolkit.data_services` from `versions.yaml`) directly via `docker run … gap_analysis vcn_aoi …` — picks the … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/tao-analyze-gaps-visual-changenet) |
+| `mcore-run-on-slurm` | adjacent | How to launch distributed Megatron-LM training jobs on a SLURM cluster. Covers a minimal sbatch skeleton, environment-variable setup for torch.distributed.run, CUDA_DEVICE_MAX_CONNECTIONS rules across hardware and parallelism modes, … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/mcore-run-on-slurm) |
+| `rag-perf` | adjacent | Performance benchmarking for a deployed NVIDIA RAG Blueprint server: profiling pass + aiperf load test driven by a single YAML config. Not for accuracy / RAGAS scoring (use rag-eval) or for deploying / repairing services (use … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/rag-perf) |
+| `launch-nemo-rl` | adjacent | Playbook for launching, monitoring, stopping, and debugging NeMo-RL recipes on a Kubernetes cluster via the nrl-k8s CLI. Covers ephemeral vs long-lived RayCluster modes, iterating on runs, and debugging hung or failed training jobs. | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/launch-nemo-rl) |
+| `nemotron-retrieval-recipes` | adjacent | Use when planning, debugging, tuning, evaluating, exporting, or deploying public Nemotron `embed`/`rerank` retrieval recipes. | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/nemotron-retrieval-recipes) |
+| `tao-run-deft-aoi` | adjacent | Run the full DEFT AOI improvement loop for NVIDIA TAO VisualChangeNet / ChangeNet PCB inspection models: baseline evaluate, RCA, Cosmos AnomalyGen / AMP synthetic defects, k-NN mining, retraining, and deployment gating until FAR / recall … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/tao-run-deft-aoi) |
+| `amc-setup-calibration-stack` | adjacent | Launch AutoMagicCalib microservice and web UI from NGC release images via Docker Compose. Use when user says 'deploy auto calibration', 'launch auto calibration', 'launch AMC', 'start MS+UI', or 'set up auto-magic-calib'. Requires NGC API … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/amc-setup-calibration-stack) |
+| `cuopt-server-api-python` | adjacent | cuOpt REST server — start server, endpoints, Python/curl client examples. Use when the user is deploying or calling the REST API. | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/cuopt-server-api-python) |
+| `deepstream-sop` | adjacent | Use this skill when building, deploying, evaluating, debugging, or measuring latency for the DeepStream SOP Inference Microservice — a GPU-accelerated FastAPI service that detects whether operators perform assembly-line steps in order via … | [source](https://github.com/NVIDIA/skills/tree/153b14b/skills/deepstream-sop) |
--- a/references/market.md
+++ b/references/market.md
@@ -0,0 +1,79 @@
+# Market evidence report — ict-help-desk-manager
+
+Source: **14 real job ads** (JSearch API, countries: us 14), extracted into the MSSQL evidence store; as of 2026-07-12.
+This report contains extracted, aggregated facts only — no ad text is
+reproduced (copyright / platform terms).
+
+## Seniority distribution
+
+| Seniority | Ads | Share |
+|---|---|---|
+| lead | 7 | 50 % |
+| mid | 6 | 43 % |
+| senior | 1 | 7 % |
+
+## Tools — full market ranking
+
+| # | Item | Ads | Share |
+|---|---|---|---|
+| 1 | ServiceNow | 4 | 29 % |
+| 2 | Microsoft Office | 3 | 21 % |
+
+## Hard skills — full market ranking
+
+| # | Item | Ads | Share |
+|---|---|---|---|
+| 1 | incident management | 5 | 36 % |
+| 2 | process improvement | 4 | 29 % |
+| 3 | it support | 3 | 21 % |
+| 4 | performance management | 3 | 21 % |
+| 5 | team leadership | 3 | 21 % |
+
+## Methods — full market ranking
+
+| # | Item | Ads | Share |
+|---|---|---|---|
+
+## Responsibilities — full market ranking
+
+| # | Item | Ads | Share |
+|---|---|---|---|
+| 1 | team leadership | 4 | 29 % |
+
+## Regional breakdown
+
+> **Corpus note:** 14 relevant ads in total — below the 100-ad target for a fully reliable ranking. Percentages above should be read as indicative.
+
+### US (us)
+
+**Insufficient evidence** — 14 ads (minimum for a regional ranking: 30). No ranking is reported for this region.
+
+### UK (gb)
+
+**Insufficient evidence** — 0 ads (minimum for a regional ranking: 30). No ranking is reported for this region.
+
+### EU/DACH (de, at, ch, nl)
+
+**Insufficient evidence** — 0 ads (minimum for a regional ranking: 30). No ranking is reported for this region.
+
+
+## Job title variants in the market
+
+| Title | Ads |
+|---|---|
+| Desk Side Support Manager | 1 |
+| Helpdesk Lead/CAB Manager | 1 |
+| I.T. Service Desk Technical Manager | 1 |
+| Information Technology Help Desk Manager | 1 |
+| Information Technology Service Desk | 1 |
+| IT Support / Services Delivery Manager | 1 |
+| IT Support Manager | 1 |
+| IT Support Manager — Lead Ops, Training & Growth | 1 |
+| Manager, IT Application Service Delivery /Support - Back Office | 1 |
+| Manager, IT Support | 1 |
+| Manager, Technical Support Engineering | 1 |
+| Senior Customer Support Manager | 1 |
+| Service Desk Director with Security Clearance | 1 |
+| System Support Manager | 1 |
+
+Methodology: entities extracted per ad ({hard_skills, tools, methods, responsibilities, seniority}), normalized, counted as DISTINCT ads per entity; report threshold ≥ 3 ads. Headline sections in skills.md/tools.md use the stricter ≥ 20 % threshold.
--- a/references/profile.md
+++ b/references/profile.md
@@ -0,0 +1,24 @@
+# Occupation profile — ICT help desk manager
+
+- **ESCO URI:** http://data.europa.eu/esco/occupation/1242d99a-47f1-4a62-b884-33746db8a6ca
+- **ESCO code:** 3512.2
+- **ISCO-08 group:** 3512 — Information and communications technology user support technicians
+
+## Description (ESCO)
+
+ICT help desk managers monitor the delivery of technical support services to clients according to the predefined deadlines. They plan and organise the user support actions and troubleshoot ICT problems and issues. ICT help desk managers supervise the help desk team ensuring that the customers get the appropriate feedback and support. They also participate in developing customer service guidelines and in reinforcing the team.
+
+## Definition
+
+nan
+
+## Alternative labels
+
+- software support manager
+- ICT helpdesk managers
+- IT helpdesk manager
+- ICT service desk manager
+- ICT help desk managers
+- IT help desk manager
+- technical support manager
+- ICT helpdesk manager
--- a/references/skills.md
+++ b/references/skills.md
@@ -0,0 +1,72 @@
+# Competences — ICT help desk manager
+
+Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/1242d99a-47f1-4a62-b884-33746db8a6ca).
+
+## Essential
+
+- **analyse staff capacity** (skill/competence)
+- **characteristics of products** (knowledge)
+- **characteristics of services** (knowledge)
+- **communicate with customers** (skill/competence)
+- **create solutions to problems** (skill/competence)
+- **educate on data confidentiality** (skill/competence)
+- **forecast workload** (skill/competence)
+- **keep up to date on product knowledge** (skill/competence)
+- **manage staff** (skill/competence)
+- **organisational structure** (knowledge)
+- **product comprehension** (knowledge)
+- **provide ICT support** (skill/competence)
+- **secure sensitive customer's information** (skill/competence)
+- **supervise data entry** (skill/competence)
+- **use ICT hardware** (skill/competence)
+- **use ICT ticketing system** (skill/competence)
+
+## Optional
+
+- call quality assurance management (knowledge)
+- coach employees (skill/competence)
+- ICT help platforms (knowledge)
+- ICT market (knowledge)
+- ICT process quality models (knowledge)
+- ICT quality policy (knowledge)
+- manage schedule of tasks (skill/competence)
+- perform project management (skill/competence)
+- prioritise requests (skill/competence)
+- provide customer follow-up services (skill/competence)
+- train employees (skill/competence)
+- use customer relationship management software (skill/competence)
+
+<!-- market-evidence -->
+
+## Market evidence (job-ad analysis, 14 ads, as of 2026-07-12)
+
+Share of analyzed job ads mentioning the item (threshold ≥ 20 %). Source: JSearch/Adzuna APIs.
+
+### Hard skills
+
+- incident management — **36 %**
+- process improvement — **29 %**
+- team leadership — **21 %**
+- it support — **21 %**
+- performance management — **21 %**
+- performance monitoring — **14 %**
+- data analysis — **14 %**
+- disaster recovery — **14 %**
+- problem management — **14 %**
+- troubleshooting — **14 %**
+
+### Methods
+
+- continuous improvement — **14 %**
+
+### Responsibilities
+
+- team leadership — **29 %**
+- team management — **14 %**
+- service delivery — **14 %**
+- stakeholder communication — **14 %**
+- team development — **14 %**
+- performance monitoring — **14 %**
+- documentation maintenance — **14 %**
+
+<!-- market-evidence -->
--- a/references/tasks.md
+++ b/references/tasks.md
@@ -0,0 +1,47 @@
+# Tasks & work activities — ICT help desk manager
+
+Source: O*NET 30.3, occupation 15-1232.00 (Computer User Support Specialists) — manual nearest-occupation mapping via ISCO group 3512; the official ESCO crosswalk has no entry for this ESCO occupation.
+
+## Task statements
+
+- **[Core]** Answer user inquiries regarding computer software or hardware operation to resolve problems.
+- **[Core]** Enter commands and observe system functioning to verify correct operations and detect errors.
+- **[Core]** Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
+- **[Core]** Oversee the daily performance of computer systems.
+- **[Core]** Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
+- **[Core]** Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
+- **[Core]** Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
+- **[Core]** Confer with staff, users, and management to establish requirements for new systems or modifications.
+- **[Core]** Develop training materials and procedures, or train users in the proper use of hardware or software.
+- **[Core]** Refer major hardware or software problems or defective products to vendors or technicians for service.
+- **[Core]** Prepare evaluations of software or hardware, and recommend improvements or upgrades.
+- **[Core]** Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.
+- **[Core]** Inspect equipment and read order sheets to prepare for delivery to users.
+- **[Supplemental]** Modify and customize commercial programs for internal needs.
+- **[Supplemental]** Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
+- **[Supplemental]** Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software.
+
+## Detailed work activities
+
+- Collaborate with others to determine design specifications or details.
+- Collaborate with others to resolve information technology issues.
+- Conduct research to gain information about products or processes.
+- Document operational activities.
+- Evaluate utility of software or hardware technologies.
+- Install computer hardware.
+- Install computer software.
+- Maintain computer hardware.
+- Modify software programs to improve performance.
+- Monitor computer system performance to ensure proper operation.
+- Participate in staffing decisions.
+- Provide recommendations to others about computer hardware.
+- Provide technical support for software maintenance or use.
+- Read documents to gather technical information.
+- Recommend changes to improve computer or information systems.
+- Resolve computer software problems.
+- Supervise information technology personnel.
+- Teach others to use computer equipment or hardware.
+- Test computer hardware performance.
+- Test software performance.
+- Train others in computer interface or software use.
+- Update knowledge about emerging industry or technology trends.
--- a/references/tools.md
+++ b/references/tools.md
@@ -0,0 +1,278 @@
+# Tools & technology — ICT help desk manager
+
+Source: O*NET 30.3, occupation 15-1232.00 (Computer User Support Specialists) — manual nearest-occupation mapping via ISCO group 3512; the official ESCO crosswalk has no entry for this ESCO occupation.
+
+| Software | Category | Hot technology |
+|---|---|---|
+| Adobe Acrobat | Document management software | yes |
+| Adobe Creative Cloud software | Graphics or photo imaging software | yes |
+| Adobe Illustrator | Graphics or photo imaging software | yes |
+| Adobe InDesign | Desktop publishing software | yes |
+| Adobe Photoshop | Graphics or photo imaging software | yes |
+| AJAX | Web platform development software | yes |
+| Amazon Redshift | Data base user interface and query software | yes |
+| Amazon Web Services AWS software | Data base user interface and query software | yes |
+| Ansible software | Expert system software | yes |
+| Apache Cassandra | Data base management system software | yes |
+| Apache Hadoop | Data base management system software | yes |
+| Apache Hive | Data base management system software | yes |
+| Apache Kafka | Development environment software | yes |
+| Apache Maven | Development environment software | yes |
+| Apache Subversion SVN | File versioning software | yes |
+| Apache Tomcat | Web platform development software | yes |
+| Apple iOS | Operating system software | yes |
+| Apple macOS | Operating system software | yes |
+| Atlassian Confluence | Project management software | yes |
+| Atlassian JIRA | Content workflow software | yes |
+| Autodesk AutoCAD | Computer aided design CAD software | yes |
+| Autodesk Revit | Computer aided design CAD software | yes |
+| Bash | Operating system software | yes |
+| Bentley MicroStation | Computer aided design CAD software | yes |
+| C | Development environment software | yes |
+| C# | Object or component oriented development software | yes |
+| C++ | Object or component oriented development software | yes |
+| Cascading style sheets CSS | Web platform development software | yes |
+| Chef | Configuration management software | yes |
+| Cisco Webex | Video conferencing software | yes |
+| Dassault Systemes SolidWorks | Computer aided design CAD software | yes |
+| Django | Web platform development software | yes |
+| Docker | Application server software | yes |
+| Eclipse IDE | Development environment software | yes |
+| Elasticsearch | Data base management system software | yes |
+| Epic Systems | Medical software | yes |
+| ESRI ArcGIS software | Geographic information system | yes |
+| Extensible markup language XML | Enterprise application integration software | yes |
+| Facebook | Web page creation and editing software | yes |
+| Git | File versioning software | yes |
+| GitHub | Application server software | yes |
+| Google Android | Operating system software | yes |
+| Google Angular | Web platform development software | yes |
+| Google Docs | Word processing software | yes |
+| Hibernate ORM | Object oriented data base management software | yes |
+| Hypertext markup language HTML | Web platform development software | yes |
+| JavaScript | Web platform development software | yes |
+| JavaScript Object Notation JSON | Web platform development software | yes |
+| jQuery | Object or component oriented development software | yes |
+| JUnit | Program testing software | yes |
+| Linux | Operating system software | yes |
+| Marketo Marketing Automation | Sales and marketing software | yes |
+| MEDITECH software | Medical software | yes |
+| Microsoft .NET Framework | Development environment software | yes |
+| Microsoft Access | Data base user interface and query software | yes |
+| Microsoft Active Directory | Internet directory services software | yes |
+| Microsoft Active Server Pages ASP | Web platform development software | yes |
+| Microsoft ASP.NET | Web platform development software | yes |
+| Microsoft Azure software | Development environment software | yes |
+| Microsoft Excel | Spreadsheet software | yes |
+| Microsoft Office software | Office suite software | yes |
+| Microsoft Outlook | Electronic mail software | yes |
+| Microsoft PowerPoint | Presentation software | yes |
+| Microsoft PowerShell | Development environment software | yes |
+| Microsoft Project | Project management software | yes |
+| Microsoft SharePoint | Document management software | yes |
+| Microsoft SQL Server | Data base user interface and query software | yes |
+| Microsoft SQL Server Integration Services SSIS | Enterprise application integration software | yes |
+| Microsoft SQL Server Reporting Services SSRS | Data base reporting software | yes |
+| Microsoft Teams | Project management software | yes |
+| Microsoft Visio | Process mapping and design software | yes |
+| Microsoft Visual Basic | Development environment software | yes |
+| Microsoft Visual Basic for Applications VBA | Development environment software | yes |
+| Microsoft Visual Studio | Development environment software | yes |
+| Microsoft Windows | Operating system software | yes |
+| Microsoft Windows Server | Operating system software | yes |
+| Microsoft Word | Word processing software | yes |
+| MongoDB | Data base management system software | yes |
+| MySQL | Data base user interface and query software | yes |
+| Node.js | Web platform development software | yes |
+| NoSQL | Data base management system software | yes |
+| Oracle Database | Data base user interface and query software | yes |
+| Oracle Java | Object or component oriented development software | yes |
+| Oracle PeopleSoft | Enterprise resource planning ERP software | yes |
+| Oracle PL/SQL | Data base management system software | yes |
+| Oracle Primavera Enterprise Project Portfolio Management | Project management software | yes |
+| Perl | Object or component oriented development software | yes |
+| PHP | Web platform development software | yes |
+| PostgreSQL | Object oriented data base management software | yes |
+| Puppet | Configuration management software | yes |
+| Python | Object or component oriented development software | yes |
+| Red Hat Enterprise Linux | Operating system software | yes |
+| Ruby | Development environment software | yes |
+| Salesforce software | Customer relationship management CRM software | yes |
+| SAP software | Enterprise resource planning ERP software | yes |
+| SAS | Analytical or scientific software | yes |
+| ServiceNow | Data base user interface and query software | yes |
+| Shell script | Operating system software | yes |
+| Slack | Cloud-based data access and sharing software | yes |
+| Splunk Enterprise | Cloud-based management software | yes |
+| Spring Boot | Application server software | yes |
+| Spring Framework | Web platform development software | yes |
+| Structured query language SQL | Data base user interface and query software | yes |
+| Swift | Object or component oriented development software | yes |
+| Tableau | Business intelligence and data analysis software | yes |
+| Teradata Database | Data base management system software | yes |
+| The MathWorks MATLAB | Analytical or scientific software | yes |
+| Transact-SQL | Data base user interface and query software | yes |
+| Trimble SketchUp Pro | Graphics or photo imaging software | yes |
+| UNIX | Operating system software | yes |
+| UNIX Shell | Operating system software | yes |
+| Yardi software | Data base user interface and query software | yes |
+| Zoom | Video conferencing software | yes |
+| 3M Post-it App | Word processing software |  |
+| Active directory software | Internet directory services software |  |
+| Adobe ActionScript | Development environment software |  |
+| Adobe Distiller | Desktop publishing software |  |
+| Adobe Dreamweaver | Web page creation and editing software |  |
+| Advanced business application programming ABAP | Object or component oriented development software |  |
+| Apache Ant | Development environment software |  |
+| Apache Groovy | Object or component oriented development software |  |
+| Apache HTTP Server | Portal server software |  |
+| Apache Pig | Data base management system software |  |
+| Apache Solr | Data base management system software |  |
+| Apache Struts | Web platform development software |  |
+| Apple Final Cut Pro | Video creation and editing software |  |
+| Atlassian Bamboo | Enterprise application integration software |  |
+| Automated installation software | Configuration management software |  |
+| Blackboard software | Data base user interface and query software |  |
+| Blink | Instant messaging software |  |
+| Call center software | Helpdesk or call center software |  |
+| Cisco IOS | Operating system software |  |
+| Citrix cloud computing software | Access software |  |
+| Common business oriented language COBOL | Development environment software |  |
+| CrossTec NetOp Remote Control | Desktop communications software |  |
+| Customer information control system CICS | Transaction server software |  |
+| Dartware InterMapper | Network monitoring software |  |
+| Dassault Systemes CATIA | Computer aided design CAD software |  |
+| Data entry software | Data base user interface and query software |  |
+| Database software | Data base user interface and query software |  |
+| Defect tracking software | Program testing software |  |
+| Delphi Technology | Financial analysis software |  |
+| Deployment software | Configuration management software |  |
+| Desktop partitioning software | Filesystem software |  |
+| Disaster recovery software | Backup or archival software |  |
+| Domain name system DNS | Internet directory services software |  |
+| Dropbox | Cloud-based data access and sharing software |  |
+| Drupal | Web platform development software |  |
+| Dynamic hypertext markup language DHTML | Web platform development software |  |
+| Element management software | Administration software |  |
+| Encryption software | Transaction security and virus protection software |  |
+| Enterprise JavaBeans | Web platform development software |  |
+| Event log monitor software | Operating system software |  |
+| Ext JS | Web platform development software |  |
+| Extensible hypertext markup language XHTML | Web platform development software |  |
+| FileMaker Pro | Data base user interface and query software |  |
+| Firewall software | Network security and virtual private network VPN equipment software |  |
+| Flipgrid | Video creation and editing software |  |
+| Fund accounting software | Accounting software |  |
+| Geographic information system GIS software | Geographic information system |  |
+| Google Classroom | Project management software |  |
+| Google Drive | Cloud-based data access and sharing software |  |
+| Google Meet | Video conferencing software |  |
+| Google Sites | Web page creation and editing software |  |
+| Help desk software | Helpdesk or call center software |  |
+| Hewlett Packard HP-UX | Operating system software |  |
+| Hewlett Packard LoadRunner | Program testing software |  |
+| Human resource management software HRMS | Human resources software |  |
+| IBM Cognos Impromptu | Business intelligence and data analysis software |  |
+| IBM Domino | Communications server software |  |
+| IBM InfoSphere DataStage | Enterprise application integration software |  |
+| IBM Notes | Electronic mail software |  |
+| IBM Power Systems software | Enterprise system management software |  |
+| IBM WebSphere | Cloud-based management software |  |
+| Information systems integration software | Information retrieval or search software |  |
+| Integrated development environment IDE software | Development environment software |  |
+| iPro | Data base user interface and query software |  |
+| Job control language JCL | Operating system software |  |
+| KornShell | Operating system software |  |
+| LAMP Stack | Web platform development software |  |
+| LexisNexis | Information retrieval or search software |  |
+| LogMeIn GoToMeeting | Video conferencing software |  |
+| LogMeIn GoToWebinar | Network conferencing software |  |
+| Lucid IQ CMP | Data base user interface and query software |  |
+| Mac HelpMate | Access software |  |
+| McAfee | Transaction security and virus protection software |  |
+| Media storage management software | Storage networking software |  |
+| Microsoft ActiveX | Object or component oriented development software |  |
+| Microsoft ASP.NET Core MVC | Web platform development software |  |
+| Microsoft Dynamics | Enterprise resource planning ERP software |  |
+| Microsoft Dynamics GP | Enterprise resource planning ERP software |  |
+| Microsoft Exchange | Electronic mail software |  |
+| Microsoft OneNote | Word processing software |  |
+| Microsoft Publisher | Desktop publishing software |  |
+| Microsoft Visual Basic Scripting Edition VBScript | Development environment software |  |
+| Microsoft Volume Shadow Copy Service | Backup or archival software |  |
+| Microsoft Windows Pre-installation Environment | Operating system software |  |
+| MicroStrategy | Business intelligence and data analysis software |  |
+| Migration software | Platform interconnectivity software |  |
+| Moodle | Computer based training software |  |
+| Nagios | Network monitoring software |  |
+| National Instruments LabVIEW | Development environment software |  |
+| Nearpod | Multi-media educational software |  |
+| NetSuite ERP | Enterprise resource planning ERP software |  |
+| Network directory services software | Internet directory services software |  |
+| NortonLifeLock cybersecurity software | Transaction security and virus protection software |  |
+| Objective C | Object or component oriented development software |  |
+| Operating system monitoring software | Operating system software |  |
+| Oracle Business Intelligence Enterprise Edition | Business intelligence and data analysis software |  |
+| Oracle E-Business Suite Financials | Financial analysis software |  |
+| Oracle Fusion Applications | Enterprise resource planning ERP software |  |
+| Oracle Fusion Middleware | Enterprise application integration software |  |
+| Oracle Hyperion | Enterprise resource planning ERP software |  |
+| Oracle JavaServer Pages JSP | Web platform development software |  |
+| Oracle JD Edwards EnterpriseOne | Enterprise resource planning ERP software |  |
+| Oracle JDBC | Data base user interface and query software |  |
+| Oracle Solaris | Operating system software |  |
+| Oracle Taleo | Human resources software |  |
+| Oracle WebLogic Server | Application server software |  |
+| ParentSquare | Desktop communications software |  |
+| Password management software | Authentication server software |  |
+| Patch management software | Configuration management software |  |
+| Perforce Helix software | Configuration management software |  |
+| Personal computer diagnostic software | Program testing software |  |
+| Poll Everywhere | Presentation software |  |
+| Qlik Tech QlikView | Business intelligence and data analysis software |  |
+| Quest Erwin Data Modeler | Metadata management software |  |
+| Red Hat WildFly | Application server software |  |
+| Relational database management software | Data base management system software |  |
+| Remote control software | Desktop communications software |  |
+| Remote install server software | Network operation system software |  |
+| Ruby on Rails | Web platform development software |  |
+| Sage 50 Accounting | Accounting software |  |
+| Salesforce Visualforce | Graphical user interface development software |  |
+| SAP Business Objects | Enterprise resource planning ERP software |  |
+| SAP Crystal Reports | Data base reporting software |  |
+| Schoology | Computer based training software |  |
+| Seesaw | Multi-media educational software |  |
+| Skype | Desktop communications software |  |
+| SmugMug Flickr | Graphics or photo imaging software |  |
+| Software asset management SAM software | Data base user interface and query software |  |
+| SolarWinds | Cloud-based protection or security software |  |
+| Stac Software ReachOut | Desktop communications software |  |
+| StataCorp Stata | Analytical or scientific software |  |
+| Supervisory control and data acquisition SCADA software | Industrial control software |  |
+| Symantec LiveState | Backup or archival software |  |
+| Symantec Norton Utilities | Filesystem software |  |
+| Symantec pcAnywhere | Desktop communications software |  |
+| Tax software | Accounting software |  |
+| Ubuntu | Operating system software |  |
+| Unified modeling language UML | Requirements analysis and system architecture software |  |
+| Veritas NetBackup | Backup or archival software |  |
+| Virtual private networking VPN software | Network security or virtual private network VPN management software |  |
+| Virus scanning software | Transaction security and virus protection software |  |
+| VMware | Clustering software |  |
+| Voice over internet protocol VoIP system software | Internet protocol IP multimedia subsystem software |  |
+| Wireshark | Network monitoring software |  |
+| YouTube | Video creation and editing software |  |
+
+<!-- market-evidence -->
+
+## Market evidence (job-ad analysis, 14 ads, as of 2026-07-12)
+
+Share of analyzed job ads mentioning the item (threshold ≥ 20 %). Source: JSearch/Adzuna APIs.
+
+### Tools
+
+- ServiceNow — **29 %**
+- Microsoft Office — **21 %**
+- JIRA — **14 %**
+
+<!-- market-evidence -->