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 ★
Salary Range--
Career Opportunity
3.9 ★
Avg. Experience2-4 years

Support Manager Salaries

Average Base Pay

£35,483 /yr
Same as national average
Not including cash compensation
See More Insights
£22K
Median: £35K
£57K
See More Insights
Glassdoor Estimated Salary

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.

Average Years of Experience

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

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 UK
Business Support Manager
23 Feb 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
12 Nov 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
21 Apr 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
19 Jan 2022

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

Medical Service CompanyMedical Service Company
Sleep Support Manager
15 Mar 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
22 Feb 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
24 Nov 2020

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

BioFire DiagnosticsBioFire Diagnostics
Software Support Manager
26 Oct 2020

“Amazing benefits and a product I can really stand behind”

See More

Support Manager Interviews

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

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

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Customer Service Manager
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Support Manager jobs