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Information technology support manager skills for your resume and career

Updated January 8, 2025
6 min read
Quoted experts
Dale Musser Ph.D.,
Ehsan Sheybani Ph.D.
Information technology support manager example skills
Below we've compiled a list of the most critical information technology support manager skills. We ranked the top skills for information technology support managers based on the percentage of resumes they appeared on. For example, 14.3% of information technology support manager resumes contained customer service as a skill. Continue reading to find out what skills an information technology support manager needs to be successful in the workplace.

15 information technology support manager skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how information technology support managers use customer service:
  • Developed, implemented and managed Incident/Problem Management process including performance indicators and measurements of operations and customer service.
  • Created new processes to both streamline customer service and internal communication/coordination within the global customer service team.

2. ITIL

Here's how information technology support managers use itil:
  • Applied ITIL methodologies to introduce service and support processes facilitating communication and improved follow-up regarding IT incidents and requests.
  • Create, document and implemented operational procedures/processes and system implementation guidelines consistent with the ITIL Framework.

3. Project Management

Here's how information technology support managers use project management:
  • Design technology solutions with project management team o Integrate new acquisitions into corporate network and processes.
  • Translated business requirements into technical application requirements in partnership with the Project Management group.

4. Desk Support

Here's how information technology support managers use desk support:
  • Establish, manage, and operate a two level, end user help desk supporting customers across multiple locations.
  • Experienced applying these methods to manage successful projects, while monitoring the help desk supporting 300+ users.

5. Customer Satisfaction

Here's how information technology support managers use customer satisfaction:
  • Instituted Remedy, created escalation procedures, and built reporting processes, which immediately improved support response times and customer satisfaction.
  • Developed Help Desk scripting through ticket trending analysis of accumulated data to increase call resolution rates and customer satisfaction.

6. Database

A database is a collection of data and information which makes it easy to view, access, and manage. Databases save a lot of time and can store huge amounts of data. Databases make sorting data easier and stores it in certain fields which narrows the searching criteria. A database usually contains tables, graphs, and columns to display data.

Here's how information technology support managers use database:
  • Worked interactively with technology and development department in coordination of new product field trails, including maintenance of comprehensive database results.
  • Used Access application visual basic to develop a more powerful and administratively efficient fleet management database application.

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7. PC

Here's how information technology support managers use pc:
  • Led department-level process improvement projects; managed day-to-day operations of remote PC Technicians across four states.
  • Promoted by Division Manager to lead activities of organizational PC support section.

8. Slas

Here's how information technology support managers use slas:
  • Established and implemented standard SLAs, procedures, and ITIL-based incident/problem/change management.
  • Defined and documented SLAs, providing customers and technicians with professional expectations.

9. Application Support

The efficient operation of an application needs day to day maintenance that is done through application support. It assists users to manage any queries or errors they may face in the daily use of the application as well as provide a contact that users can reach for assistance. It may include a service desk and backups.

Here's how information technology support managers use application support:
  • Standardized status reporting and demand prioritization across the Marketing application portfolio for application support activities.
  • Managed a team of 13 application developers providing new development and application support services.

10. Network Infrastructure

Here's how information technology support managers use network infrastructure:
  • Led all aspects of system configurations and application installations, ensuring integration into existing network infrastructure.
  • Performed network automation daily to manage and maintain proper functionality of our network infrastructure.

11. Support Services

Support services are services that support the organization internally and are usually non-revenue generating. Examples include, IT, admin, HR, etc.

Here's how information technology support managers use support services:
  • Managed vendor purchases and support services along with insuring maintenance agreements are active and discontinued.
  • Collaborated with internal support services on negotiation and management of contracts with external software vendors.

12. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how information technology support managers use troubleshoot:
  • Dedicated to exceeding customer expectations with the ability to build productive relationships and troubleshoot complex issues.
  • Collaborate with vendors to implement technical functionality, troubleshoot and resolve system issues.

13. ITSM

Here's how information technology support managers use itsm:
  • Led implementation of an ITIL-based ITSM tool and ongoing Continual Service Improvement (CSI) effort.
  • Core project team member for Starbucks implementation of BMC ITSM Remedy IT Service Management Platform.

14. Asset Management

Asset management describes the management of assets that are invested on behalf of various industries. It is the process of developing, operating, maintaining, and selling assets for profit and managing the money for individuals and companies through stocks, bonds, and cash equivalents, among other things.Alternatively, asset management enables a business to keep track of all of its assets, helps ensure correct depreciation rates, helps identify and manage risk, and removes ghost assets from business inventory.

Here's how information technology support managers use asset management:
  • Practice IT asset management, including maintenance of component inventory and related documentation.
  • Utilize asset management software to maintain equipment compliance.

15. Level Agreements

Here's how information technology support managers use level agreements:
  • Created Standard Operating procedures, Service Level Agreements and Operation Level Agreements including departmental buy in and implementation.
  • Developed and maintained Operating Level Agreements, Standard Operating Procedures, technology guidelines, and end-user documentation.
top-skills

What skills help Information Technology Support Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on information technology support manager resumes?

Dale Musser Ph.D.Dale Musser Ph.D. LinkedIn profile

Associate Teaching Professor, University of Missouri

-Working on teams and collaboration - people skills matter a lot.
-Past accomplishments in delivering results while working with others
-Technical skills in target areas for job. The hottest areas right now: machine learning, large scale apps, and autonomous systems.

What soft skills should all information technology support managers possess?

Ehsan Sheybani Ph.D.

Professor, University of South Florida

Leadership, motivation, communication, conflict management, trust-building, decision-making, organization, and time management.

What hard/technical skills are most important for information technology support managers?

Ehsan Sheybani Ph.D.

Professor, University of South Florida

Negotiation, relevant technical skills, prioritization and goal setting, project planning, delegating, and budget management.

What information technology support manager skills would you recommend for someone trying to advance their career?

Matthew Liotine Ph.D.Matthew Liotine Ph.D. LinkedIn profile

Clinical Professor and Director of Master of Science in Supply Chain and Operations Management, University of Illinois at Chicago

If a student decides to take time off before moving on to a job or graduate school, they should use that time to develop skills in which you may not receive formal training while in college. For example, skills like leadership, problem-solving, teamwork, and communication are going to be more vital than ever in the new norm.

What type of skills will young information technology support managers need?

Peter Dordal Ph.D.Peter Dordal Ph.D. LinkedIn profile

Director for Information Technology, Loyola University Chicago

I'm leaving off software developers, and answering about our Information Technology graduates.

IT students entering the business world will need to know how to get the maximum leverage out of business systems. In many cases, this will mean writing their own specialized queries to extract the precise business intelligence needed; general-purpose "canned" queries just won't cut it. They will need a broad understanding of what software can accomplish for the enterprise and how to deploy new software effectively; this applies to software used in the office as well as to software used in manufacturing and shipping. And they will need to understand how to lease storage and computing resources from the cloud to meet not only predictable, long-term demands but also sudden short-term business projects.

Students working in database administration and management will need to be able to manage much larger volumes of data than a few years ago. They will need to be familiar with the great variety of new databases in order to pick the best tool for the job.
Students working in network management will need to be able to ensure that everyone has the bandwidth and server access they need, as those demands expand to include extensive video, low-latency real-time connectivity, and the regular transfer of huge amounts of data.

Students in cybersecurity will need to be fully acquainted with all the recommended best practices. However, they will also have to be able to anticipate and guard against potential new vulnerabilities. "By the book" protection is no longer sufficient.
Do you want to know more?
Read more about what experts have to say about information technology support manager

List of information technology support manager skills to add to your resume

Information technology support manager skills

The most important skills for an information technology support manager resume and required skills for an information technology support manager to have include:

  • Customer Service
  • ITIL
  • Project Management
  • Desk Support
  • Customer Satisfaction
  • Database
  • PC
  • Slas
  • Application Support
  • Network Infrastructure
  • Support Services
  • Troubleshoot
  • ITSM
  • Asset Management
  • Level Agreements
  • Mac
  • SQL
  • Customer Support
  • User Support
  • SharePoint
  • OS
  • Incident Management
  • Direct Reports
  • VoIP
  • Disaster Recovery
  • Performance Reviews
  • Linux
  • Lan
  • Help-Desk Support
  • Windows Server
  • Application Development
  • Computer System
  • VPN
  • Software Support
  • VMware
  • Workstations
  • Citrix
  • Technical Issues
  • Mobile Device Management
  • Problem Resolution
  • TCP/IP
  • ERP
  • DNS
  • Phone System
  • Software Applications
  • Level Support
  • Android
  • Offboarding
  • DHCP
  • POS

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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