What does a Support Manager do?

IT support managers serve in director level roles overseeing the day-to-day operations of an IT support department. They lead a team of IT professionals, which may include developers, programmers, and support desk staff. They select, implement, and oversee the systems and equipment used by the department, including ticketing programs and any automated self-service tools. They establish and enforce department policies, guidelines, and user support standards. They are also accountable for implementing and overseeing an information security program with sufficient safeguards and protocols to keep data secure. They take a lead role in driving strategic planning and directing major initiatives.

IT support managers typically have a bachelor’s degree in a computer science field, and a background in IT roles, including positions with supervisory responsibilities. They must have strong leadership skills and good project management abilities.

What responsibilities are common for Support Manager jobs?
  • Contribute to engagement strategies.
  • Anticipate, plan for and meet increases in customer needs and service levels.
  • Responsible for training of support team personnel on receiving, shipping processes.
  • Assume additional responsibilities and lead special projects as assigned.
  • Personalize the impact of behavior on performance and assignments.
  • Responsible for quality assurance functions.
  • Lead employee performance (including engagement strategies for high performers and corrective actions for lower performers).
  • Create and test job plans to ensure best practices are used.
  • Deliver complex reports via data mining and data warehousing.
  • Ensure departmental production goals, project and daily outputs.
  • Oversee the quality of services provided to customers and secure customer retention.
  • Hold presentations as needed to inform learners about process, career pathways (including earning potential), and role of apprenticeship coach.
  • Ensure the implementation and fidelity of agency designated curriculum.
What are the typical qualifications for Support Manager jobs?
  • Bachelor's or Graduate's Degree in business, computer science or information systems, or equivalent experience.
  • Experience with R Language, SaaS, GIS, Jira, APIs, and Cloud software, systems and processes.
  • Dedicated to successful team management and continuous improvement.
  • A natural collaborator and problem solver.
  • Demonstrated leadership and decision making skills.
  • Comfortable with critical thinking and swift programming needs.
Education--
Work/Life Balance
3.7 ★
Total Pay--
Career Opportunity
3.8 ★
Avg. Experience2-4 years

How much does a Support Manager make?

Confident
$57,957 /yr
Total Pay
$53,259
 /yr

Base Pay

+
$4,697
 /yr

Additional Pay

$57,957

 / yr
$36K$93K
Most Likely Range
Possible Range
See More Insights

Support Manager Career Path

Learn how to become a Support Manager, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

Support Manager

Years of Experience Distribution

0 - 1
7%
2 - 4
41%
5 - 7
26%
8+
26%
Not including years spent in education and/or training

Support Manager Insights

Read what Support Manager professionals have to say about their job experiences and view top companies for this career.
Right at Home UKRight at Home UK
Business Support Manager
Feb 23, 2022

“Truly is a great place to work and look forward to building a long lasting successful career within the organisation.”

OneFitPlusOneFitPlus
Chat Support Head
Nov 12, 2021

“It has been 6 months of working with OneFitPlus and I have got ample opportunities to grow personally and professionally.”

RipjarRipjar
IT Support Manager
Apr 21, 2021

“It is a pleasure to work for such a great team and I look forward to working with them for years to come.”

Tech Soft 3DTech Soft 3D
Developer Support Manager
Jan 19, 2022

“This is an outstanding group of real people pursuing excellence for ourselves and our partners (aka customers).”

Axis Insurance Brokers
ICT Support Manager
Jun 1, 2022

“Everyone is cool and awesome to work with.”

Medical Service CompanyMedical Service Company
Sleep Support Manager
Mar 15, 2021

“Hands down one of the best and smartest group of people I have worked with.”

Independence Physician ManagementIndependence Physician Management
Revenue Cycle Practice Support Manager
Feb 22, 2022

“I worked here for almost 2 years and been able to grow in the direction I planned for my career.”

Software of ExcellenceSoftware of Excellence
Software Support Team Leader
Nov 24, 2020

“I was hired without experience and given the opportunity based on first impressions and a solid recommendation.”

See More

Support Manager Interviews

Frequently asked questions about the roles and responsibilities of a Support Manager

The most similar professions to Support Manager are:
  • Customer Care Representative
  • Customer Support Manager
  • Customer Service Manager
  • Customer Relations

Related Careers

Customer Care Representative
$38,713
No skills overlap
Customer Support Manager
$80,538
Customer Service Manager
$64,832
Customer Relations
$46,350
No skills overlap

Support Manager Jobs