The IT support manager oversees all IT support professionals, including engineers and helpdesk staff. Through their role, they also help to ensure business IT software and hardware runs smoothly.
IT support managers uphold the help desk escalation process through 1st and 2nd line IT support. As head of the support team, they will be responsible for maintaining a high level of customer satisfaction and finding ways to measure and improve it. They also assist with purchasing and installing IT equipment for the business.
IT support manager job description and responsibilities
An IT support manager is the connection between 1st line and 2nd line IT support, and business clients/staff. Their primary objective is to lay out the query escalation process for troubleshooting and to ensure that the helpdesk system remains fit for purpose as the business’ technology evolves.
Aside from these fundamental tasks, an IT support manager will also assist with business technology and equipment, including installation, maintenance and assessments.
IT support manager duties include:
- Assessing the technical needs of staff or clients
- Establishing and maintaining strong relationships across teams and with staff/clients
- Measure service satisfaction levels
- Managing and upholding the troubleshooting escalation process
- Managing hardware and software
- Resolving system and application issues
- Assisting with IT equipment sourcing and budgeting
- Occasionally working with third parties to rectify issues
- Identifying gaps in the support process and amending it accordingly
IT support manager job qualifications, skills and experience
The role of IT support manager should blend management with customer service and technical knowledge. As a basic requirement, they should have a degree in one of the following subjects:
- Computer Science
Experience in customer service is essential, as is several years’ experience in a 1st or 2nd line IT support role. Employers will be looking for evidence of the following skills:
- Excellent software knowledge, including: Microsoft products, MS SQL, Exchange, and Apple iOS system
- Excellent knowledge of networking protocols and components
- Knowledge of hardware, such as cabling (fibre and wire), wireless products and desktop systems
An IT support manager should have some or all of the following personal characteristics:
- Good problem-solving skills
- Excellent communication skills, both written and verbal
- Critical thinking
- Ability to work well under pressure
- Good interpersonal skills