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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
  • $113,000

    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 Career Paths

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Average Length of Employment
Top Careers Before Information Technology Support Manager
Manager 5.7%
Consultant 3.4%
Top Careers After Information Technology Support Manager
Consultant 4.1%
Manager 3.1%

Do you work as an Information Technology Support Manager?

Average Yearly Salary
$113,000
Show Salaries
$86,000
Min 10%
$113,000
Median 50%
$113,000
Median 50%
$113,000
Median 50%
$113,000
Median 50%
$113,000
Median 50%
$113,000
Median 50%
$113,000
Median 50%
$149,000
Max 90%
Best Paying Company
CDW
Highest Paying City
Washington, DC
Highest Paying State
Washington
Avg Experience Level
4.0 years
How much does an Information Technology Support Manager make at top companies?
The national average salary for an Information Technology Support Manager in the United States is $113,866 per year or $55 per hour. Those in the bottom 10 percent make under $86,000 a year, and the top 10 percent make over $149,000.

The largest raises come from changing jobs.

See what's out there.

Real Information Technology Support Manager Salaries

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

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Top Skills for An Information Technology Support Manager

  1. Computer Hardware
  2. Customer Service
  3. Infrastructure
You can check out examples of real life uses of top skills on resumes here:
  • Performed or assisted customers in setup and configuration of computer hardware and software.
  • Developed, implemented and managed Incident/Problem Management process including performance indicators and measurements of operations and customer service.
  • Implemented and maintained technical standards, infrastructure monitoring, security procedures, backup & recovery, application administration and control audits.
  • Establish, manage, and operate a two level, end user help desk supporting customers across multiple locations.
  • Evaluated, built, installed, tested, maintained and supported PCs and laptops, peripherals, operating systems and applications.

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Top 10 Best States for Information Technology Support Managers

  1. Washington
  2. Wyoming
  3. District of Columbia
  4. Colorado
  5. Minnesota
  6. Delaware
  7. North Dakota
  8. New Jersey
  9. Virginia
  10. Maryland
  • (1,305 jobs)
  • (46 jobs)
  • (434 jobs)
  • (585 jobs)
  • (490 jobs)
  • (93 jobs)
  • (69 jobs)
  • (786 jobs)
  • (1,259 jobs)
  • (665 jobs)

Information Technology Support Manager Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 2,394 Information Technology Support Manager resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Information Technology Support Manager Resume

View Resume Examples

Information Technology Support Manager Demographics

Gender

Male

76.9%

Female

18.4%

Unknown

4.7%
Ethnicity

White

58.9%

Hispanic or Latino

16.9%

Black or African American

11.1%

Asian

8.3%

Unknown

4.8%
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Foreign Languages Spoken

Spanish

40.0%

Russian

11.4%

French

8.6%

German

8.6%

Japanese

4.3%

Korean

2.9%

Norwegian

2.9%

Italian

2.9%

Portuguese

2.9%

Swahili

1.4%

Sami

1.4%

Hindi

1.4%

Mandarin

1.4%

Danish

1.4%

Ukrainian

1.4%

Lithuanian

1.4%

Armenian

1.4%

Carrier

1.4%

Chinese

1.4%

Persian

1.4%
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Information Technology Support Manager Education

Schools

University of Maryland - College Park

8.1%

Western Governors University

8.1%

Villanova University

7.0%

University of Maryland - University College

7.0%

George Mason University

7.0%

Old Dominion University

5.8%

Boston University

5.8%

University of California - Berkeley

4.7%

North Carolina State University

4.7%

William Rainey Harper College

4.7%

University of Houston

4.7%

American University

4.7%

National University

3.5%

University of New Orleans

3.5%

Golden Gate University-San Francisco

3.5%

Keene State College

3.5%

George Washington University

3.5%

Virginia Commonwealth University

3.5%

Heald College - Central Administrative Office

3.5%

Pennsylvania State University

3.5%
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Majors

Business

22.5%

Computer Science

15.7%

Information Technology

9.4%

Computer Systems Security

6.0%

Computer Information Systems

5.8%

Computer Networking

5.8%

Management Information Systems

5.1%

Electrical Engineering

3.8%

Management

3.8%

Project Management

3.6%

Computer Engineering

2.8%

General Studies

2.1%

Criminal Justice

2.1%

Communication

2.0%

Military Applied Sciences

1.7%

Psychology

1.7%

Computer Engineering Technology

1.7%

Economics

1.5%

Education

1.5%

Finance

1.5%
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Degrees

Bachelors

43.3%

Associate

19.2%

Masters

18.3%

Certificate

9.4%

High School Diploma

5.2%

Diploma

3.3%

Doctorate

1.2%
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Updated May 18, 2020