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Become A Senior Technical Support Manager

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Working As A Senior Technical Support Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $108,000

    Average Salary

What Does A Senior Technical 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 A Senior Technical 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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Help others decide if this is a good career for them

Average Length of Employment
Technical Manager 3.9 years
Support Lead 2.7 years
Top Careers Before Senior Technical Support Manager
Manager 8.7%
Supervisor 3.0%
Consultant 2.7%
Top Careers After Senior Technical Support Manager
Director 7.4%
Consultant 5.7%
Manager 5.2%
Owner 3.9%

Do you work as a Senior Technical Support Manager?

Average Yearly Salary
$108,000
Show Salaries
$80,000
Min 10%
$108,000
Median 50%
$108,000
Median 50%
$108,000
Median 50%
$108,000
Median 50%
$108,000
Median 50%
$108,000
Median 50%
$108,000
Median 50%
$144,000
Max 90%
Best Paying Company
Salesforce
Highest Paying City
Santa Monica, CA
Highest Paying State
California
Avg Experience Level
4.3 years
How much does a Senior Technical Support Manager make at top companies?
The national average salary for a Senior Technical Support Manager in the United States is $108,242 per year or $52 per hour. Those in the bottom 10 percent make under $80,000 a year, and the top 10 percent make over $145,000.

Real Senior Technical Support Manager Salaries

Job Title Company Location Start Date Salary
Senior Manager, Technical Support Symantec Corporation Santa Monica, CA Jun 04, 2012 $170,000
Senior Manager, Technical Support Citrix Systems, Inc. Fort Lauderdale, FL Feb 11, 2016 $165,464 -
$175,464
Senior Manager, Technical Support Citrix Systems, Inc. Alpharetta, GA Oct 17, 2016 $160,000 -
$170,000
Senior Manager, Technical Support Symantec Corporation Mountain View, CA Jun 24, 2011 $149,151 -
$186,600
Senior Manager-Technical & Engineering Customer Support Liebherr Cranes, Inc. Newport News, VA Oct 01, 2015 $148,720 -
$170,000
SR. Manager, Technical Support Symantec Corporation Mountain View, CA Feb 17, 2016 $143,700
Senior Manager-Technical Support USA Shade & Fabric Structures, Inc. Dallas, TX Oct 01, 2010 $140,000
SR. Manager, Technical Support Symantec Corporation Mountain View, CA Feb 17, 2014 $140,000
Senior Manager-Technical Support USA Shade & Fabric Structures, Inc. Dallas, TX Oct 01, 2011 $140,000
Senior Manager, IT Development & Support As America, Inc. Piscataway, NJ Aug 19, 2016 $135,000
Senior Technical Support Manager Baker Hughes, Inc. Houston, TX Jan 02, 2016 $124,030
Senior Manager, Technical Support Manhattan Associates, Inc. Atlanta, GA Jun 01, 2016 $121,357
Senior Manager, Technical Support Manhattan Associates, Inc. Atlanta, GA Jul 01, 2016 $121,357
Senior Manager, Technical Support Manhattan Associates, Inc. Atlanta, GA Jul 27, 2016 $108,000
Senior Manager-Technical Support USA Shade & Fabric Structures, Inc. Dallas, TX Oct 01, 2011 $108,000
SR. Manager, SAP Technology Support Coca-Cola Refreshments USA, Inc. Atlanta, GA Feb 28, 2011 $106,018 -
$156,227
Senior Manager Technical Support Manhattan Associates, Inc. Atlanta, GA Feb 24, 2015 $100,310
Senior Manager Technical Support Manhattan Associates, Inc. Atlanta, GA Oct 22, 2015 $99,516
Senior Technical Support Manager Genesys Telecommunications Laboratories, Inc. Daly City, CA Sep 21, 2016 $93,840
SR. Tech Manager-System Administration & Support Bank of America N.A. Chicago, IL Feb 20, 2010 $90,043 -
$102,500

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Top Skills for A Senior Technical Support Manager

  1. Customer Service
  2. Technical Support
  3. Technical Support Engineers
You can check out examples of real life uses of top skills on resumes here:
  • Implemented call monitoring and mentoring to measure individual staff performance and improve customer service, technical support and overall customer satisfaction.
  • Tested and qualified emerging SAN products, resolved technical support escalations and cultivated customer relations.
  • Ensured ultimate customer support satisfaction by managing a team of Technical Support Engineers.
  • Build strong customer relationships via site visits and regular follow-up calls to ensure service delivery is exceeding account requirements.
  • Implemented and managed remote monitoring technology SupportOne / Next Nine as means of proactively monitoring client network and hardware infrastructure.

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Top 10 Best States for Senior Technical Support Managers

  1. California
  2. Colorado
  3. Arizona
  4. District of Columbia
  5. Georgia
  6. North Carolina
  7. Washington
  8. Virginia
  9. Massachusetts
  10. Nevada
  • (4,402 jobs)
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  • (498 jobs)
  • (322 jobs)
  • (952 jobs)
  • (949 jobs)
  • (1,656 jobs)
  • (1,415 jobs)
  • (1,056 jobs)
  • (194 jobs)

Senior Technical Support Manager Demographics

Gender

Male

73.1%

Female

18.9%

Unknown

8.0%
Ethnicity

White

60.5%

Hispanic or Latino

16.0%

Black or African American

10.4%

Asian

8.0%

Unknown

5.1%
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Foreign Languages Spoken

Spanish

20.0%

Portuguese

10.0%

Hungarian

10.0%

Filipino

10.0%

German

10.0%

Georgian

10.0%

French

10.0%

Tagalog

10.0%

Russian

10.0%
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Senior Technical Support Manager Education

Schools

University of Phoenix

18.3%

San Jose State University

7.3%

Texas A&M University

6.1%

Northeastern University

6.1%

Liberty University

4.9%

Pennsylvania State University

4.9%

Strayer University

4.9%

Purdue University

4.9%

University of Texas at Austin

4.9%

University of Cincinnati

3.7%

University of Maryland - College Park

3.7%

Harvard University

3.7%

Villanova University

3.7%

University of San Francisco

3.7%

University of Massachusetts - Lowell

3.7%

University of Massachusetts Amherst

3.7%

Portland Community College

3.7%

Utah State University

3.7%

Washington University in Saint Louis

2.4%

North Carolina State University

2.4%
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Majors

Business

31.3%

Computer Science

14.3%

Electrical Engineering

7.9%

Computer Information Systems

7.6%

Information Technology

4.6%

Marketing

3.3%

Communication

3.0%

Psychology

3.0%

Management

2.7%

Project Management

2.7%

Electrical Engineering Technology

2.4%

Computer Programming

2.1%

Management Information Systems

2.1%

Environmental Control Technologies/Technicians

2.1%

Computer Networking

2.1%

International Business

1.8%

Education

1.8%

Finance

1.8%

Mechanical Engineering

1.8%

General Studies

1.2%
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Degrees

Bachelors

44.6%

Masters

20.8%

Other

20.1%

Associate

6.8%

Certificate

5.3%

Doctorate

1.5%

Diploma

0.7%

License

0.2%
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