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.
- 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.
- 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.
How much does a Support Manager make?
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.
Years of Experience Distribution
Support Manager Insights
“Truly is a great place to work and look forward to building a long lasting successful career within the organisation.”
“It has been 6 months of working with OneFitPlus and I have got ample opportunities to grow personally and professionally.”
“It is a pleasure to work for such a great team and I look forward to working with them for years to come.”
“This is an outstanding group of real people pursuing excellence for ourselves and our partners (aka customers).”
“Everyone is cool and awesome to work with.”
“Hands down one of the best and smartest group of people I have worked with.”
“I worked here for almost 2 years and been able to grow in the direction I planned for my career.”
“I was hired without experience and given the opportunity based on first impressions and a solid recommendation.”
Support Manager Interviews
Frequently asked questions about the roles and responsibilities of a Support Manager
- Customer Care Representative
- Customer Support Manager
- Customer Service Manager
- Customer Relations