What does a senior technical support manager do?
A senior technical support manager provides support for computer systems. They are committed to solving a wide range of technical problems, vendor relationship management, technology planning, and budgeting. They also assess technical skills and staff. They also collaborate with the software team.
Senior technical support manager responsibilities
Here are examples of responsibilities from real senior technical support manager resumes:
- 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.
- Design and implement PeopleSoft disaster recovery/business continuity architecture.
- Work on broadband connection issues - DSL line, LAN and wireless issues.
- Provide service and support of Novell 3.12 and Microsoft NT 3.51.
- Perform tasks concerning the administration, maintenance, and upgrade of Novell servers.
- Design and implement PeopleSoft disaster recovery/business continuity architecture.
Senior technical support manager skills and personality traits
We calculated that 9% of Senior Technical Support Managers are proficient in Customer Satisfaction, Salesforce, and Continuous Improvement. They’re also known for soft skills such as Customer-service skills, Listening skills, and Problem-solving skills.
We break down the percentage of Senior Technical Support Managers that have these skills listed on their resume here:
- Customer Satisfaction, 9%
Increased customer satisfaction 9% through implementing mentor-coaching model, improving customer experience training and empowering staff to collaborate through HipChat.
- Salesforce, 5%
Sponsored first social media internal chat site depicting first call resolution sharing globally utilizing salesforce.com.
- Continuous Improvement, 5%
Expanded continuous improvement and disaster recovery initiatives at e-commerce center to include distribution centers.
- Cloud, 4%
Migrated email from cloud service to local Exchange server.
- Infrastructure, 4%
Implemented and managed remote monitoring technology SupportOne / Next Nine as means of proactively monitoring client network and hardware infrastructure.
- Process Improvement, 4%
Supervised various projects directly or via Project Managers to implement productivity enhancing strategies involving system updates and process improvements.
Common skills that a senior technical support manager uses to do their job include "customer satisfaction," "salesforce," and "continuous improvement." You can find details on the most important senior technical support manager responsibilities below.
Customer-service skills. One of the key soft skills for a senior technical support manager to have is customer-service skills. You can see how this relates to what senior technical support managers do because "computer support specialists must be patient and sympathetic." Additionally, a senior technical support manager resume shows how senior technical support managers use customer-service skills: "managed escalated customer support issues by coordinating resources and providing continual feedback increasing resolution times overall csat scores. "
Listening skills. Another essential skill to perform senior technical support manager duties is listening skills. Senior technical support managers responsibilities require that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Senior technical support managers also use listening skills in their role according to a real resume snippet: "lead executive level conference calls on hot customer issues and communicated status and action plans to resolve. "
Problem-solving skills. This is an important skill for senior technical support managers to perform their duties. For an example of how senior technical support manager responsibilities depend on this skill, consider that "support workers must identify both simple and complex computer problems, analyze them, and solve them." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a senior technical support manager: "worked with mckesson saas development team to reduce defect resolution cycle time by 50%. ".
Speaking skills. senior technical support manager responsibilities often require "speaking skills." The duties that rely on this skill are shown by the fact that "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." This resume example shows what senior technical support managers do with speaking skills on a typical day: "interacted on a regular basis with product development and management to ensure customer defects and enhancements were being effectively addressed. "
Writing skills. A commonly-found skill in senior technical support manager job descriptions, "writing skills" is essential to what senior technical support managers do. Senior technical support manager responsibilities rely on this skill because "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." You can also see how senior technical support manager duties rely on writing skills in this resume example: "provided disease backgrounders and other writing services to the strategic product development group. "
The three companies that hire the most senior technical support managers are:
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Compare different senior technical support managers
Senior technical 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.
While similarities exist, there are also some differences between senior technical support managers and support lead. For instance, senior technical support manager responsibilities require skills such as "salesforce," "continuous improvement," "cloud," and "service delivery." Whereas a support lead is skilled in "customer service," "cash management," "sales floor," and "payroll." This is part of what separates the two careers.
On average, support leads reach similar levels of education than senior technical support managers. Support leads are 0.5% less likely to earn a Master's Degree and 0.2% less likely to graduate with a Doctoral Degree.Senior technical support manager vs. Senior support specialist
A senior support specialist is in charge of providing technical support to clients, ensuring efficiency and client satisfaction. They typically communicate with clients through calls or correspondence where they address issues and concerns, resolving them promptly and efficiently. They may also assist clients in troubleshooting, provide step by step instructions, or recommend solutions. Furthermore, as a senior support specialist, it is essential to lead and serve as a role model for other support specialists while enforcing the company's policies and regulations.
Each career also uses different skills, according to real senior technical support manager resumes. While senior technical support manager responsibilities can utilize skills like "customer satisfaction," "salesforce," "continuous improvement," and "cloud," senior support specialists use skills like "customer service," "technical support," "excellent interpersonal," and "phone calls."
On average, senior support specialists earn a lower salary than senior technical support managers. Some industries support higher salaries in each profession. Interestingly enough, senior support specialists earn the most pay in the manufacturing industry with an average salary of $83,262. Whereas senior technical support managers have higher pay in the technology industry, with an average salary of $117,516.Average education levels between the two professions vary. Senior support specialists tend to reach similar levels of education than senior technical support managers. In fact, they're 2.9% less likely to graduate with a Master's Degree and 0.2% less likely to earn a Doctoral Degree.Senior technical support manager vs. 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. An information technology/technical services manager also handles the development of new network systems according to business requirements and client specifications.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from senior technical support manager resumes include skills like "salesforce," "continuous improvement," "cloud," and "infrastructure," whereas an information technology technical services manager is more likely to list skills in "project management," "service management," "customer service," and "itsm. "
Information technology technical services managers earn the highest salary when working in the finance industry, where they receive an average salary of $124,604. Comparatively, senior technical support managers have the highest earning potential in the technology industry, with an average salary of $117,516.Most information technology technical services managers achieve a higher degree level compared to senior technical support managers. For example, they're 5.2% more likely to graduate with a Master's Degree, and 0.1% more likely to earn a Doctoral Degree.Senior technical support manager vs. Support manager
A support manager is responsible for developing strategic technical solutions to improve business performance for client satisfaction and improve revenues. Support managers must have excellent knowledge of the technical processes and disciplines, as well as business systems in handling the information networks and systems of the company. They should have a strong command of system codes and technology programming, as well as software and hardware applications in identifying other possible business opportunities and assisting the staff with any inconsistencies in the process.
Types of senior technical support manager
Updated January 8, 2025
