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Become An Information Technology Support Manager

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Working As An Information Technology Support Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does An Information Technology Support Manager Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become An Information Technology Support Manager

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Information Technology Support Manager jobs

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Information Technology Support Manager Career Paths

Information Technology Support Manager
Information Technology Project Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Information Technology Administrator Technical Services Manager
Data Center Manager
9 Yearsyrs
Information Technology Operations Manager Information Technology Project Manager
Director Of Information
10 Yearsyrs
Business Analyst Information Technology Manager
Director Of Information Technology Services
12 Yearsyrs
Service Delivery Manager Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Information Technology Director Operations Director
Director, Technical Operations
11 Yearsyrs
Support Manager Network Manager
Information Systems Manager
6 Yearsyrs
Information Technology Operations Manager Director Of Information
Information Technology Director
10 Yearsyrs
Support Manager Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Senior Manager Controller
Information Technology Manager
8 Yearsyrs
Information Technology Administrator Senior System Administrator
Infrastructure Manager
10 Yearsyrs
Director Of Information Program Manager
Marketing Director
7 Yearsyrs
Project Manager Program Manager
Marketing Manager
6 Yearsyrs
Project Manager Construction Manager
Operations Manager
7 Yearsyrs
Information Technology Director Technical Consultant
Product Manager
7 Yearsyrs
Senior Manager Information Technology Director
Program Manager
8 Yearsyrs
Service Delivery Manager Account Executive
Sales Manager
5 Yearsyrs
Senior Project Manager Principal Consultant
Senior Information Technology Manager
10 Yearsyrs
Information Technology Project Manager Senior Project Manager
Senior Product Manager
9 Yearsyrs
Director Of Information Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Support Supervisor 3.4 years
Support Manager 3.3 years
Help Desk Manager 3.3 years
Systems Support 3.1 years
Support Lead 2.7 years
Support 2.0 years
Top Employers Before
Manager 5.8%
Top Employers After
Manager 3.0%
Consultant 2.7%

Information Technology Support Manager Demographics

Gender

Male

79.5%

Female

18.8%

Unknown

1.7%
Ethnicity

White

75.7%

Hispanic or Latino

12.1%

Asian

8.5%

Unknown

3.0%

Black or African American

0.7%
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Languages Spoken

Spanish

42.9%

Russian

11.4%

German

8.6%

Japanese

5.7%

Mandarin

5.7%

Swahili

2.9%

Danish

2.9%

Ukrainian

2.9%

Lithuanian

2.9%

French

2.9%

Yiddish

2.9%

Norwegian

2.9%

Korean

2.9%

Italian

2.9%
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Information Technology Support Manager Education

Schools

University of Phoenix

28.9%

American InterContinental University

4.9%

University of Houston

4.9%

University of Maryland - University College

4.9%

Webster University

4.2%

Colorado Technical University

4.2%

Villanova University

3.5%

The Academy

3.5%

Pennsylvania State University

3.5%

Community College of the Air Force

3.5%

George Mason University

3.5%

Florida International University

3.5%

Purdue University

3.5%

Western Governors University

3.5%

University of Southern California

3.5%

Capella University

3.5%

Northern Virginia Community College

3.5%

Weber State University

3.5%

Troy University

2.8%

University of Illinois at Chicago

2.8%
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Majors

Business

24.9%

Computer Science

13.5%

Information Technology

12.0%

Computer Information Systems

11.7%

Computer Networking

3.7%

Management Information Systems

3.6%

Project Management

3.1%

Electrical Engineering

3.0%

Management

3.0%

Criminal Justice

3.0%

Communication

2.5%

Computer Engineering

2.4%

Finance

2.1%

Computer Applications

1.9%

Education

1.8%

Liberal Arts

1.6%

Information Systems

1.6%

General Studies

1.5%

Computer Technical Support

1.5%

Environmental Control Technologies/Technicians

1.3%
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Degrees

Bachelors

41.4%

Other

22.6%

Masters

18.3%

Associate

10.9%

Certificate

4.5%

Diploma

1.5%

Doctorate

0.6%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Information Technology Support Manager Salaries

Job Title Company Location Start Date Salary
Manager of Support & IT Maxta, Inc. Sunnyvale, CA Nov 10, 2015 $165,000
Manager of Support & IT Maxta, Inc. Sunnyvale, CA Oct 11, 2015 $165,000
Credit and Rates Support IT Manager Credit Agricole America Services Inc. New York, NY Jan 08, 2016 $135,000
IT Support Engineering Manager Gilead Sciences, Inc. Foster City, CA Nov 20, 2014 $128,528 -
$156,990
Manager, IT Production Support (Information Systems Manager) Directv LLC El Segundo, CA Dec 30, 2015 $125,520 -
$145,520
Manager, IT Support Aliphcom San Francisco, CA Aug 16, 2015 $121,000
Manager, IT Support Aliphcom San Francisco, CA Mar 15, 2015 $121,000
Manager, IT Production Support Directv LLC El Segundo, CA Jun 02, 2014 $116,400 -
$142,280
Operations IT Support Manager AIG Employee Services, Inc. Houston, TX Jun 29, 2015 $115,000
IT Manager-Support & Development Cummins Inc. Columbus, IN Jan 21, 2016 $108,700 -
$134,400
Manager, IT Sales and Customer Support Daimler Trucks North America LLC Portland, OR Jan 02, 2015 $106,000
Manager, IT Support Aliphcom San Francisco, CA Sep 03, 2014 $102,000 -
$154,000
IT Application Production Support Manager Worthington Industries, Inc. Columbus, OH Jul 05, 2013 $101,052
Manager, IT Sales & Customer Support Daimler Trucks North America LLC Portland, OR Feb 18, 2016 $99,000 -
$120,000
Field Support IT Manager EMD Serono, Inc. Rockland, MA Oct 01, 2009 $98,185
Manager, IT Support Aliphcom San Francisco, CA Mar 15, 2015 $97,500
Manager, IT Support Aliphcom San Francisco, CA Apr 01, 2013 $97,500
IT Support Manager Cigna Cglic Windsor, CT May 06, 2013 $95,840
Business Analyst/It Support Manager Genesis Engineering Services, Inc. San Jose, CA Oct 01, 2011 $90,000
IT Application Production Support, Manager (Advisor, IT Appl CVS Pharmacy, Inc. Lincoln, RI Apr 07, 2015 $89,393
IT Application Production Support, Manager CVS Pharmacy, Inc. Cumberland, RI Apr 14, 2014 $87,000
Information and Technology Support Manager Repsol Services Company The Woodlands, TX May 01, 2010 $80,371
IT Technical Support Supervisor & Asset Manager Trigyn Technologies Inc. Edison, NJ Mar 27, 2012 $75,379

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Top Skills for An Information Technology Support Manager

ComputerHardwareProceduresWindowsXPCustomerServiceNetworkInfrastructureDesktopSupportPCActiveDirectoryDatabaseBackupProjectManagementWebDisasterRecoveryHelpdeskEmailInformationTechnologySupportSetupAssetManagementItilTroubleTickets

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Top Information Technology Support Manager Skills

  1. Computer Hardware
  2. Procedures
  3. Windows XP
You can check out examples of real life uses of top skills on resumes here:
  • Design, configure, and test computer hardware, networking software and operating system software.
  • Develop personal computer system policies and procedures.
  • Managed corporate user OS upgrade from Windows XP to Windows 7and MS Office 2003 to MS Office 2010..
  • Provide exceptional customer service to internal & external customers.
  • Performed network automation daily to manage and maintain proper functionality of our network infrastructure.

Top Information Technology Support Manager Employers

Information Technology Support Manager Videos

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