What does an information technology support manager do?
Information technology support manager primarily supervises information technology support staff, oversees system and software maintenance, and repairs. They assist with computer equipment installation and purchasing and maintaining a secure network and connectivity for users. It is part of their role to coordinate training and development for new technology users. Another vital role is they monitor online security for users and networks and takes appropriate steps to address possible security breaches if necessary. Moreover, they also develop contingency plans to address any equipment, power, or possible security failure to ensure the protection of technology and data.
Information technology support manager responsibilities
Here are examples of responsibilities from real information technology support manager resumes:
- Manage and maintain backup of physical and VMware virtual servers.
- Manage the acquisition, installation and maintenance of the organization's LAN hardware/software.
- Manage a staff team for administration on a LAN supporting approximately 50 subscribers.
- Design and implement a video conferencing system and ensure network stability and QOS and manage the current VoIP network.
- Lead group of external contractors in the onsite support Helpdesk, setting objectives, assigning tasks and monitoring their assignments.
- Manage the deployment, maintenance, support and upgrade of servers, PC's, software, operating systems and printers.
- Manage ITIL implementation including change, configuration, and incident management.
- Enhance system performance by leading the development and testing of new operating system (OS) deployments.
- Collaborate with, and communicate clearly and effectively, with all types and levels of employees for SharePoint transition project.
- Implement the use of the DMAIC methodology and ITIL fundamentals to reduce repetitive incidents via root cause analysis and problem resolution.
- Assist in writing specifications for servers, computer, printers and other peripherals, evaluate and plan the rotation of PC.
- Develop JSP templates and Javascript form validation routines, resulting in easy access to error data by users in readable format.
- Manage content for the organizational SharePoint intranet.
- Support both Linux and Unix operating system environments.
- Mentore warehouse personnel operations inclusive of daily payroll.
Information technology support manager skills and personality traits
We calculated that 14% of Information Technology Support Managers are proficient in Customer Service, ITIL, and Project Management. They’re also known for soft skills such as Analytical skills, Business skills, and Communication skills.
We break down the percentage of Information Technology Support Managers that have these skills listed on their resume here:
- Customer Service, 14%
Developed, implemented and managed Incident/Problem Management process including performance indicators and measurements of operations and customer service.
- ITIL, 4%
Applied ITIL methodologies to introduce service and support processes facilitating communication and improved follow-up regarding IT incidents and requests.
- Project Management, 4%
Design technology solutions with project management team o Integrate new acquisitions into corporate network and processes.
- Desk Support, 4%
Establish, manage, and operate a two level, end user help desk supporting customers across multiple locations.
- Customer Satisfaction, 4%
Instituted Remedy, created escalation procedures, and built reporting processes, which immediately improved support response times and customer satisfaction.
- Database, 3%
Worked interactively with technology and development department in coordination of new product field trails, including maintenance of comprehensive database results.
Common skills that an information technology support manager uses to do their job include "customer service," "itil," and "project management." You can find details on the most important information technology support manager responsibilities below.
Analytical skills. To carry out their duties, the most important skill for an information technology support manager to have is analytical skills. Their role and responsibilities require that "it managers must analyze problems and consider and select the best ways to solve them." Information technology support managers often use analytical skills in their day-to-day job, as shown by this real resume: "support development of databases and forms to maintain functionality of networked asset management program. "
Business skills. Another essential skill to perform information technology support manager duties is business skills. Information technology support managers responsibilities require that "it managers must develop and implement strategic plans to reach the goals of their organizations." Information technology support managers also use business skills in their role according to a real resume snippet: "manage and implement security changes in erp system for business productivity enhancement and stability. "
Communication skills. Another skill that relates to the job responsibilities of information technology support managers is communication skills. This skill is critical to many everyday information technology support manager duties, as "it managers must explain their work to top executives and give clear instructions to their subordinates." This example from a resume shows how this skill is used: "contracted to the uk's largest customer support call center for orange telecommunications. "
Leadership skills. For certain information technology support manager responsibilities to be completed, the job requires competence in "leadership skills." The day-to-day duties of an information technology support manager rely on this skill, as "it managers must lead and motivate it teams or departments so that workers are efficient and effective." For example, this snippet was taken directly from a resume about how this skill applies to what information technology support managers do: "provide team leadership for the help desk and customer support teams, and participate in inter-department team leader projects and meetings. "
Organizational skills. Another crucial skill for an information technology support manager to carry out their responsibilities is "organizational skills." A big part of what information technology support managers relies on this skill, since "some it managers must coordinate the work of several different it departments to make the organization run efficiently." How this skill relates to information technology support manager duties can be seen in an example from an information technology support manager resume snippet: "managed content for the organizational sharepoint intranet. "
The three companies that hire the most information technology support managers are:
- Great Wolf Resorts40 information technology support managers jobs
- Amazon7 information technology support managers jobs
- Sanford Health4 information technology support managers jobs
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Compare different information technology support managers
Information technology support manager vs. Support lead
A support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.
There are some key differences in the responsibilities of each position. For example, information technology support manager responsibilities require skills like "project management," "desk support," "database," and "pc." Meanwhile a typical support lead has skills in areas such as "cash management," "sales floor," "payroll," and "infrastructure." This difference in skills reveals the differences in what each career does.
On average, support leads reach similar levels of education than information technology support managers. Support leads are 0.8% more likely to earn a Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.Information technology support manager vs. Senior consultant, information technology
A senior consultant of information technology is primarily responsible for developing strategies and procedures to optimize a company's information technology systems and infrastructure. It is their duty to assess existing networks and systems to identify their strengths and weaknesses, develop solutions in problem areas, perform risk assessments, and provide advice on how to achieve the best information technology practices. Furthermore, as a senior consultant, it is essential to lead the efforts and serve as a role model for the workforce, all while implementing the company's policies and regulations.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that information technology support manager responsibilities requires skills like "customer service," "desk support," "customer satisfaction," and "database." But a senior consultant, information technology might use other skills in their typical duties, such as, "architecture," "client facing," "healthcare," and "shared services."
Senior consultants, information technology earn a higher average salary than information technology support managers. But senior consultants, information technology earn the highest pay in the finance industry, with an average salary of $117,869. Additionally, information technology support managers earn the highest salaries in the finance with average pay of $117,341 annually.In general, senior consultants, information technology achieve higher levels of education than information technology support managers. They're 11.8% more likely to obtain a Master's Degree while being 0.1% more likely to earn a Doctoral Degree.Information technology support manager vs. Technical support services manager
A technical support services manager prepares and regularly reviews the approved emergency repair works, emergency maintenance works, responsive, and specialist contractors. Besides building professional team members to cut the contractors used, technical support services managers also partner with support services members over access, security, and work schedule. A technical support services manager defines and manages the hardware releases and software releases' quality assurance and quality control testing process. Also, they oversee the assigned on-site support-related services.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from information technology support manager resumes include skills like "desk support," "database," "application support," and "network infrastructure," whereas a technical support services manager is more likely to list skills in "desktop support," "remote support," "trouble tickets," and "process improvement. "
Technical support services managers earn the best pay in the finance industry, where they command an average salary of $81,317. Information technology support managers earn the highest pay from the finance industry, with an average salary of $117,341.Most technical support services managers achieve a similar degree level compared to information technology support managers. For example, they're 1.6% less likely to graduate with a Master's Degree, and 0.5% less likely to earn a Doctoral Degree.Information technology support manager vs. Information systems manager
An information systems manager is typically in charge of overseeing the information technology (IT) systems and networks in a company, ensuring efficiency and smooth workflow. They are directly responsible for managing IT workers such as analysts and programmers, delegating tasks, assessing performance, managing schedules, handling budgets, and spearheading installations and upgrades. Furthermore, as an information systems manager, it is essential to lead and encourage the workforce to reach goals, all while implementing the company's policies and regulations.
Even though a few skill sets overlap between information technology support managers and information systems managers, there are some differences that are important to note. For one, an information technology support manager might have more use for skills like "itil," "desk support," "customer satisfaction," and "database." Meanwhile, some responsibilities of information systems managers require skills like "data entry," "technical support," "sql server," and "management system. "
Information systems managers enjoy the best pay in the professional industry, with an average salary of $151,152. For comparison, information technology support managers earn the highest salary in the finance industry.information systems managers reach similar levels of education compared to information technology support managers, in general. The difference is that they're 3.3% more likely to earn a Master's Degree, and 0.0% more likely to graduate with a Doctoral Degree.Types of information technology support manager
Updated January 8, 2025
