The world of IT is full of possibilities. Whether you're just getting started on the service desk or eyeing a leadership role like CIO or CTO, there's no shortage of ways to grow. IT careers don’t follow a straight path—there are plenty of specializations, pivots, and leadership opportunities along the way.
So, how do you go from troubleshooting everyday tech issues to making executive-level decisions?
This guide will walk you through the different career stages, skills needed, and how ITSM tools like Siit can help along the way.
Starting Out: The IT Service Desk
Every IT pro has to start somewhere, and for most, that means the service desk. This is where you get your hands dirty, handling everything from forgotten passwords to troubleshooting slow network connections.
This job builds the foundation for everything you’ll do in IT. You’ll sharpen your troubleshooting skills, learn how to juggle multiple requests at once, and get comfortable working with ITSM tools like Siit to keep things running smoothly.
What You’ll Be Doing
Your day-to-day will be all about helping employees with their IT issues, keeping systems up and running, and making sure requests are triaged to the right team. Some of your main tasks will include:
- Answering IT service requests, whether it's a software glitch, a login problem, or an email that mysteriously stopped working.
- Managing access requests such as setting up new employees, adjusting permissions, and making sure no one has access to what they shouldn’t.
- Learning ITSM tools. You’ll use platforms like Siit to manage and track IT requests, automate ticket handling, and ensure nothing falls through the cracks.
Skills That Matter
Being good at IT is one thing, but being great at IT means knowing how to explain tech stuff to non-tech people. Here’s what will help you thrive:
- Strong communication skills—because not everyone speaks fluent "IT."
- Basic networking knowledge—you don’t have to be a networking wizard yet, but understanding the basics of IP addresses, firewalls, and VPNs will make your life easier.
- Familiarity with ITSM tools—Siit’s request management features, for instance, help IT teams streamline requests, prioritize urgent issues, and reduce manual workload, so learning how to use them early on is a big plus.
Moving Up: Mid-Level IT Roles
So, you’ve mastered the service desk, handled countless service requests from employees, and can troubleshoot IT issues in your sleep. Now, it’s time to level up. Mid-level IT roles take you from reactive support to proactive IT management, focusing on networks, security, cloud computing, and IT automation.
At this stage, you’re not just fixing problems—you’re preventing them. You’ll start working on bigger projects, managing infrastructure, implementing security measures, and optimizing workflows. And with ITSM tools like Siit, you can streamline processes, automate routine tasks, and help your team work smarter.
What You’ll Be Doing
Your daily tasks will depend on your specialty, but here’s what mid-level IT roles typically involve:
- Managing company servers, networks, and security settings, keeping IT infrastructure running smoothly. You’ll handle system updates, security patches, and access controls to ensure everything stays secure.
- Designing and maintaining networks, configuring firewalls, VPNs, and monitoring traffic to keep things running fast and secure.
- Protecting companies from cyber threats by monitoring for security risks, investigating incidents, and implementing proactive defenses like multi-factor authentication and encrypted data transfers.
- Working with platforms like AWS, Azure, or Google Cloud to manage cloud-based applications, optimize performance, and ensure cloud security.
If you love improving workflows and reducing manual tasks, ITSM roles might be your next step. Siit’s AI-powered workflows, for example, help automate incident management, ensuring that service requests are triaged to the correct team without manual intervention.
Skills That Matter
To succeed at this level, you’ll need more than just troubleshooting skills—you’ll need technical expertise, automation know-how, and a problem-solving mindset.
- IT automation skills—Siit’s AI-powered workflows reduce manual IT workload and improve service efficiency, so understanding how to automate processes will give you a huge edge.
- Advanced troubleshooting—Mid-level IT pros need analytical thinking to solve complex network issues, prevent security breaches, and optimize IT performance before problems arise.
- Cloud and cybersecurity expertise—More businesses are moving to cloud-based solutions, so knowledge of cloud security, identity management, and compliance standards (GDPR, SOC 2, PCI DSS) is a must.
Breaking Into IT Management
By this point, you’re no longer just solving technical issues—you’re leading teams, making strategic decisions, and ensuring IT supports business goals. Stepping into IT management means shifting from hands-on troubleshooting to big-picture thinking, balancing technology, people, and operations.
Instead of handling individual service requests, IT managers oversee entire IT departments, lead projects, and ensure infrastructure, security, and systems run efficiently. And with ITSM tools like Siit’s analytics and reporting features, they can track performance, allocate resources effectively, and make data-driven decisions.
What You’ll Be Doing
Here’s what an IT manager’s job usually looks like:
- IT managers hire, train, and mentor teams, making sure everyone is aligned with company goals and following best practices. You’ll oversee daily operations and resolve roadblocks that slow down IT support and service delivery.
- From rolling out new security protocols to migrating to cloud-based infrastructure, IT managers are responsible for planning, budgeting, and executing IT projects.
- IT isn’t just about fixing things—it’s about driving efficiency, security, and innovation. Managers work closely with executives to ensure IT investments support long-term business growth.
- Security managers ensure compliance with regulations like GDPR, SOC 2, and PCI DSS, while infrastructure managers oversee cloud security, system performance, and disaster recovery planning.
Skills That Matter
Breaking into IT management means leading the charge, not just keeping the lights on. Here’s the skillset that will help you succeed:
- Leadership and communication—IT managers bridge the gap between technical teams and business leaders, translating complex IT concepts into actionable insights.
- Budgeting and strategic planning—Managing IT budgets, allocating resources efficiently, and justifying investments in new tools and technology. Siit’s analytics and reporting features help IT managers make data-driven decisions to optimize spending and efficiency.
- ITSM and automation—Knowing how to streamline internal operations is key. Managers use ITSM solutions like Siit’s AI-powered workflows and automation features to reduce manual workloads and improve service efficiency.
- Risk management and security—Understanding cybersecurity, compliance, and risk mitigation strategies is a must. IT managers often work with security teams to prevent data breaches and ensure compliance with industry standards.
The Path to IT Leadership: CIO, CTO, and Beyond
Reaching the top of the IT career ladder isn’t just about being great at technology—it’s about understanding business strategy, driving innovation, and leading large teams. For those with big ambitions, roles like Chief Information Officer (CIO) and Chief Technology Officer (CTO) offer the opportunity to shape company-wide technology strategies and make high-impact decisions.
What You’ll Be Doing
At this level, IT leaders are responsible for more than just IT operations—they’re guiding digital transformation, managing risk, and ensuring that technology drives revenue, efficiency, and competitive advantage.
Here’s what your days will look like:
- CIOs and CTOs don’t just implement technology—they set the vision for how IT supports long-term business growth. Whether it’s adopting AI-powered automation or ensuring cybersecurity resilience, IT leaders make the big decisions that keep organizations ahead of the curve.
- IT leaders manage diverse teams across engineering, security, infrastructure, and digital transformation. They also collaborate with executives in finance, HR, and operations to ensure technology supports every part of the business.
Skills That Matter
To ensure you have what it takes to become a leader, develop these skills:
- Business acumen and strategic thinking—At this level, IT is no longer just about troubleshooting—it’s about using technology to drive business success. Understanding budgets, market trends, and revenue impact is crucial.
- Enterprise-wide IT leadership—IT leaders need experience managing large-scale IT operations, security protocols, and company-wide digital initiatives. CIOs and CTOs must ensure technology decisions align with long-term business objectives.
- Expertise in emerging technologies—Staying ahead means embracing AI, automation, and cloud transformation. Siit’s AI-powered ITSM tools help IT leaders streamline internal operations, enhance security, and automate service delivery—making these solutions essential for modern IT leadership.
The Role of ITSM in Career Growth
ITSM tools play a critical role at every stage of an IT career. From the service desk to IT leadership, using AI-powered ITSM solutions like Siit can make IT professionals more efficient and valuable to their organizations.
Why ITSM Matters for Career Growth:
- Service Desk and Support Teams—Siit’s multi-channel messaging ensures quick and organized IT service requests across Slack, Teams, and email.
- IT Managers—Analytics and reporting help track IT performance and optimize workflows.
- IT Leaders—AI-powered workflows and automation enable organizations to scale IT operations and improve service quality.
