How to hire a senior technical support manager

How to hire a senior technical support manager, step by step

Here's a step-by-step senior technical support manager hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a senior technical support manager job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new senior technical support manager
• Step 8: Go through the hiring process checklist

What does a senior technical support manager do?

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1. Identify your hiring needs

   Before you post your senior technical support manager job, you should take the time to determine what type of worker your business needs. While certain jobs definitely require a full-time employee, it's sometimes better to find a senior technical support manager for hire on a part-time basis or as a contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   Hiring the perfect senior technical support manager also involves considering the ideal background you'd like them to have. Depending on what industry or field they have experience in, they'll bring different skills to the job. It's also important to consider what levels of seniority and education the job requires and what kind of salary such a candidate would likely demand.

   Here's a comparison of senior technical support manager salaries for various roles:

   Type of Senior Technical Support Manager	Description	Hourly rate
   Senior Technical Support Manager	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... Show more	$44-72
   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... Show more	$30-56
   Information Technology Technical Services Manager	An information technology/technical services manager is responsible for supervising the operations of the information technology team, assisting the technical staff in providing efficient performance by improving technology systems and network infrastructure to support business functions. This job requires extensive knowledge of the technology industry, as well as an excellent command of programming and system processes to ensure smooth navigation and consistent transitions... Show more	$41-72

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Satisfaction
   • Salesforce
   • Continuous Improvement
   • Cloud
   • Infrastructure
   • Process Improvement
   • Service Delivery
   • Customer Support
   • CRM
   • ITIL
   • Direct Reports
   • KPIs
   • Support Processes
   • Lean Six Sigma

   Check all skills

   Responsibilities:

   • Project include integration testing, QA, and rollout; manage the security rapid response and desktop encryption projects for team.
   • Manage business-technology relationships - responsible for facilitating actionable requirements gathering, design & architecture, implementation, and build to operate.
   • Assist cloud customers with Citrix and connectivity issues.
   • Support customers in use of Citrix VDI to allow users to work remotely.
   • Aid QA and product development in beta testing and benchmark creation/testing of DS/PX software.
   • Create custom reports from SQL for analysis of customer specific issues regarding compliance or performance driven goals and planning.

   More senior technical support manager duties

3. Make a budget

   Including a salary range in your senior technical support manager job description is a great way to entice the best and brightest candidates. A senior technical support manager salary can vary based on several factors:

   • Location. For example, senior technical support managers' average salary in nebraska is 34% less than in california.
   • Seniority. Entry-level senior technical support managers earn 39% less than senior-level senior technical support managers.
   • Certifications. A senior technical support manager with a few certifications under their belt will likely demand a higher salary.
   • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a senior technical support manager's salary.

   Average senior technical support manager salary

   $118,530yearly

   $56.99 hourly rate

   ---

   Entry-level senior technical support manager salary

   $92,000 yearly salary

   Updated December 18, 2025

   Average senior technical support manager salary by state

   Rank	State	Avg. salary	Hourly rate
   1	California	$152,386	$73
   2	New York	$137,393	$66
   3	Maryland	$130,718	$63
   4	Washington	$129,768	$62
   5	Massachusetts	$124,057	$60
   6	Texas	$121,680	$59
   7	Illinois	$120,542	$58
   8	North Dakota	$116,312	$56
   9	New Mexico	$116,213	$56
   10	Georgia	$115,994	$56
   11	North Carolina	$115,946	$56
   12	Kansas	$115,899	$56
   13	Virginia	$114,071	$55
   14	Oregon	$109,380	$53
   15	Missouri	$109,077	$52
   16	Florida	$108,036	$52
   17	Tennessee	$107,846	$52
   18	Alabama	$107,812	$52
   19	Colorado	$103,884	$50
   20	Kentucky	$102,944	$49

   Average senior technical support manager salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Snowflake Computing	$140,836	$67.71	5
   2	VMware	$136,121	$65.44
   3	Nutanix	$134,058	$64.45	9
   4	ServiceNow	$133,073	$63.98	53
   5	Tesla	$131,509	$63.23	100
   6	Conga	$130,976	$62.97
   7	Kaiser Permanente	$129,459	$62.24	23
   8	DocuSign	$129,121	$62.08	1
   9	Citrix	$128,385	$61.72
   10	Ross Stores	$127,512	$61.30	3
   11	BQE Software	$122,672	$58.98
   12	Philips	$122,466	$58.88	16
   13	Tableau	$122,294	$58.80
   14	CAVA	$122,161	$58.73	1
   15	Oracle	$121,727	$58.52	5,514
   16	Zebra Technologies	$120,877	$58.11
   17	Salesforce	$120,407	$57.89	19
   18	EMC	$119,248	$57.33
   19	Spring Venture Group	$118,711	$57.07
   20	Jabil	$116,984	$56.24	9

4. Writing a senior technical support manager job description

   A senior technical support manager job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. Below, you can find an example of a senior technical support manager job description:

   Senior technical support manager job description example

   Become one of the stars behind The SHOW and become part of the world's most powerful entertainment brands. Our Company has
   one exciting mission: To entertain the human race .
   
   PRIMARY PURPOSE:
   
   The Manager Technical Support will lead the day-to-day operations of the Technical Service Engineer (TSE) team, including managing and supervising team members, while providing support of the information systems server and network infrastructure to include but not limited to administration, configuration, physical security, backups, and related database administration in addition to providing on-site support to internal customers while performing excellent guest service. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures, within the framework and intent of the Company.
   
   PRINCIPAL DUTIES AND RESPONSIBILITIES:
   Manages Technical Service Engineer team, ensuring efficient hiring, staffing, employee development and training, performance management, and policy enforcement. Executes established budgetary and strategic goals for the department Partners with Corporate and Regional IT teams to facilitate process alignment, implement data center equipment standards, and installing servers, storage, networking, UPS and other technology equipment throughout the property. Plans, develops, and oversees and/or prioritizes property-level implementation of support services and execution of technical services in conjunction with the Corporate and Regional teams; monitors service delivery problems and implements solutions. Oversees help desk ticket queue activity to ensure all tickets assigned to the TSE team are completed and/or resolved with a high level of service in a timely manner. Develops work goals and departmental projects; assigns and coordinates work projects; reviews completed projects to ensure that goals, cost and time commitments are met and that implemented systems are compatible. Creates and implement processes to ensure an efficient delivery of IT services. Audits Shift Reports to ensure they reflect actual activities and experiences, and that it is delivered to all recipients on a consistent and timely basis. Develops TSE SLA reports, audits for accuracy, implements solutions to improve SLA's, and reviews with leadership. Acts as the property expert on technologies and sets priorities in incident resolutions. Performs troubleshooting and preventive maintenance on servers, network devices, and other infrastructure devices in the data center and IT closets. Implements virus protection, detection, and elimination as required. Collects performance data from system components such as network devices, file and print servers, applications servers, Citrix servers, storage devices, and other systems in the data center or IT closets, in order to evaluate incidents and execution of problem resolution. Ensures a full set of documentation for all systems and networks are maintained. Provides insight on server placement, Active Directory structure, network design, and all other technology. Maintains licensing information for all installations performed. Ensures licensing compliance with licensing agreements at the data center level. Promotes and maintains the highest level of customer service to all guests while staying alert to their needs. Responds effectively to guest inquiries related to the property while providing excellent guest service. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft. Perform other job related duties as requested.
   
   SUPERVISION:
   Tech Support Engineer III Tech Support Engineer II
   Tech Support Engineer I
   
   MINIMUM REQUIREMENTS:
   Bachelor's degree in Computer Science or related field, or equivalent experience At least two (2) years information technology operations experience that includes experience in leading an IT help desk technical dispatch team in a Microsoft environment. An equivalent combination of education, training and experience will be considered.
   
   PREFERRED:
   Knowledge of multiple platforms: Intel, Unix, iSeries preferred. Working knowledge of technology and applications used in a Casino or hospitality environment preferred. Experience with IGT gaming systems, Cash Dispensing Systems, and Kiosk technology preferred. Certification (Microsoft, Cisco, A+, Network+) or equivalent experience preferred.
   
   CERTIFICATIONS, LICENSES, REGISTRATIONS:
   Gaming registration as required by applicable jurisdiction(s) Proof of eligibility to work in the United States
   
   KNOWLEDGE, SKILLS, AND ABILITIES:
   Demonstrated experience with operating systems internals, Internet communication protocols and system utilities. Ability to be on-call for emergencies. Proficient in and knowledge of troubleshooting many types of equipment (POS systems, printers, kiosks, time clocks, thin clients). Experience using remote control and automation tools to resolve client issues. Experience installing server related hardware (tape drives, memory, hard drives, networking), evaluating performance issues on workstations and servers (upgrading and reconfiguring), and training personnel on different types of equipment. Experience installing and upgrading PC hardware and PC software/operating systems. Experience with servers, network devices, and printers. Working knowledge of LAN and WAN networking and protocols. Strong analytical and listening skills. Self-motivated with excellent organizational skills and attention to detail. Ability to handle and maintain confidential information. Ability to lift and carry up to thirty (30) pounds at a time. Ability to perform various activities such as constant standing, walking, frequent bending, reaching, kneeling, and squatting. Ability to multi-task several activities and duties simultaneously. Ability to function and act independently. Ability to work well with people, in a team environment, and to communicate effectively both written & oral. Ability to function in a fast paced environment, under short time constraints, and within established deadlines. Ability to work a flexible schedule including extended hours, weekends, holidays and evenings. Excellent customer service skills. Interpersonal skills to effectively communicate with all business contacts. Ability to effectively communicate in English, in both oral and written forms.
   
   WORKING CONDITIONS:
   Regular scheduled hours : Work Days: Hours: Other - Must be flexible if needed for work outside of normal business hours. Participates in periodic on-call rotation schedules.
   
   *This is not intended to include every duty or responsibility of the job nor is it intended to be an all-inclusive list of the skills and abilities required to do this job.
   
   Location:
   Springfield, Massachusetts

   Copy this example

   

5. Post your job

   To find the right senior technical support manager for your business, consider trying out a few different recruiting strategies:

   • Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
   • Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with senior technical support managers they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit senior technical support managers who meet your education requirements.
   • Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.

   Post your job online:

   • Post your senior technical support manager job on Zippia to find and recruit senior technical support manager candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   To successfully recruit senior technical support managers, your first interview needs to engage with candidates to learn about their interest in the role and experience in the field. You can go into more detail about the company, the role, and the responsibilities during follow-up interviews.

   You should also ask about candidates' unique skills and talents to see if they match the ideal candidate profile you developed earlier. Candidates good enough for the next step can complete the technical interview.

   While interviews are great, you will only sometimes learn enough from a conversation with a senior technical support manager applicant. In those cases, having candidates complete a test project can go a long way in figuring out who's the most likely to succeed in the role. If you aren't a technical person and don't know how to design an appropriate test, you can ask someone else on the team to create it or take a look at these websites to get a few ideas:

   • TestDome
   • CodeSignal
   • Testlify
   • BarRaiser
   • Coderbyte

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new senior technical support manager

   Once you've selected the best senior technical support manager candidate for the job, it's time to write an offer letter. In addition to salary, this letter should include details about the benefits and perks you offer the candidate. Ensuring that your offer is competitive is essential, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and you should be open to discussion. After you reach an agreement, the final step is formalizing the agreement with a contract.

   It's equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   After that, you can create an onboarding schedule for a new senior technical support manager. Human Resources and the hiring manager should complete Employee Action Forms. Human Resources should also ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc., and that new employee files are created.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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