First part is the desire of the HelpDesk tech. If they want to use it as a stepping stone or become a long term HD tech, they need to drive that process. If they sit back and just answer phones, any manager will let them sit.
Second Part is the manager has to help guide and set up learning opportunities. The manager needs to know the other areas and let the techs shadow and learn what they want to be when they grow up.
I have been a manager over 15 years and the last 4 have been over Help Desks. In my first company, 8 of my 15 folks moved to other jobs from project mgmt to testing and one into circuit board design. In my current company, 5 of the 7 techs have regular scheduled shadow meetings to understand the gaps for the new position and we work to fill those gaps.
I am a manager that loves to see them grow! They always come back and help me later….
