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Become A Software Support Manager

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Working As A Software Support Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $103,000

    Average Salary

What Does A Software 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 Software 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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Software Support Manager jobs

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Software Support Manager Career Paths

Software Support Manager
Information Technology Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Engineering Manager Vice President Of Engineering
Chief Technology Officer
11 Yearsyrs
Information Technology Manager Senior Manager
Director Of Information
10 Yearsyrs
Software Development Manager Information Technology Director
Director Of Information Technology Services
12 Yearsyrs
Senior Manager Service Director
Director Of Technology And Services
11 Yearsyrs
Software Engineering Manager Information Technology Consultant
Information Systems Manager
6 Yearsyrs
Senior Software Manager Director Of Software Development
Information Technology Director
10 Yearsyrs
Software Development Manager Technical Project Manager
Information Technology Manager
8 Yearsyrs
Information Technology Consultant Senior System Administrator
Infrastructure Manager
10 Yearsyrs
Product Manager Program Manager
Marketing Manager
6 Yearsyrs
Program Manager General Manager
Operations Director
9 Yearsyrs
Product Manager Sales Manager
Operations Manager
7 Yearsyrs
Senior Project Manager Senior Account Executive
Product Manager
7 Yearsyrs
Senior Project Manager Program Management Consultant
Program Manager
8 Yearsyrs
Information Technology Consultant Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Program Manager Marketing Manager
Senior Manager
10 Yearsyrs
Project Manager Senior Project Manager
Senior Product Manager
9 Yearsyrs
Project Manager Program Manager
Senior Project Manager
12 Yearsyrs
Director Of Software Development Principal Consultant
Solutions Manager
8 Yearsyrs
Engineering Manager Senior Manager
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Technical Manager 4.0 years
Support Manager 3.3 years
Software Leader 3.2 years
Systems Support 3.1 years
Software Designer 3.0 years
Support Lead 2.7 years
Support 2.0 years
Top Employers Before
Consultant 3.0%
Programmer 2.7%
Engineer 2.5%
Manager 2.5%
Top Employers After
Consultant 8.2%
Manager 4.9%
Owner 3.6%
Director 3.1%

Software Support Manager Demographics

Gender

Male

73.0%

Female

23.5%

Unknown

3.5%
Ethnicity

White

74.9%

Asian

13.9%

Hispanic or Latino

8.3%

Unknown

2.2%

Black or African American

0.7%
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Languages Spoken

Spanish

43.5%

French

13.0%

Portuguese

8.7%

Danish

4.3%

Romanian

4.3%

Dutch

4.3%

Norwegian

4.3%

Carrier

4.3%

Russian

4.3%

Korean

4.3%

Tamil

4.3%
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Software Support Manager Education

Schools

University of Phoenix

11.5%

University of Florida

7.3%

Stanford University

7.3%

University of Houston

6.3%

San Jose State University

6.3%

Florida Institute of Technology-Melbourne

6.3%

Northeastern University

6.3%

University of Texas at Austin

5.2%

University of Central Florida

4.2%

Webster University

4.2%

Texas A&M University

4.2%

Rensselaer Polytechnic Institute

4.2%

Duke University

4.2%

Southern New Hampshire University

4.2%

Western Governors University

3.1%

Western Michigan University

3.1%

Santa Clara University

3.1%

Rochester Institute of Technology

3.1%

Pennsylvania State University

3.1%

Johns Hopkins University

3.1%
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Majors

Computer Science

24.7%

Business

17.8%

Electrical Engineering

13.4%

Computer Engineering

6.4%

Management

4.9%

Computer Information Systems

3.4%

Project Management

2.8%

Information Technology

2.6%

Marketing

2.6%

Accounting

2.6%

Information Systems

2.3%

Mathematics

2.3%

Finance

2.1%

Education

1.8%

Management Information Systems

1.8%

Environmental Control Technologies/Technicians

1.8%

Engineering

1.8%

Physics

1.8%

Electrical Engineering Technology

1.5%

Mechanical Engineering

1.5%
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Degrees

Bachelors

39.3%

Masters

37.1%

Other

14.5%

Associate

4.4%

Certificate

2.3%

Doctorate

2.1%

Diploma

0.2%
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Full Time
Part Time
Internship
Temporary

Real Software Support Manager Salaries

Job Title Company Location Start Date Salary
Software Diagnostic Manager Pure Storage, Inc. Mountain View, CA Nov 11, 2016 $220,000
SW Manager I Virtusa Corp Dublin, OH Mar 09, 2010 $120,000
Manager, Software Maxim Integrated Products Sunnyvale, CA May 14, 2010 $116,850
Software Support Manager Amdocs Inc. Richardson, TX Nov 08, 2015 $103,000
Software Support Manager Reflexis Systems, Inc. Dedham, MA Jul 25, 2014 $100,000
Software Support Manager Magnitude Software, Inc. Redmond, WA Nov 22, 2016 $96,500
Manager of Software Testing and Technical Support Dresser, Inc. Avon, MA Jan 11, 2010 $95,000 -
$105,000
Software Support Manager Workiva Inc. Chicago, IL May 11, 2015 $92,000 -
$102,000
SW Manager I Virtusa Corp Hartford, CT Feb 11, 2010 $88,153

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Top Skills for A Software Support Manager

SoftwareDevelopmentHardwareDatabaseProceduresSoftwareSupportWebSoftwareEngineersSQLServerWindowsNTDeliveryArchitectureTechnicalSupportUnixProjectManagementCustomerSupportC/C++PCCustomerServiceLinuxProductDevelopment

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Top Software Support Manager Skills

  1. Software Development
  2. Hardware
  3. Database
You can check out examples of real life uses of top skills on resumes here:
  • Supervised programmers in software development and support.
  • Managed fifteen engineers for carrier and network management hardware and software development.
  • Performed production database tuning and indexing for numerous db tables.
  • Developed internal CM policies and procedures that standardized all CM activities ensuring consistency throughout the companies' software development efforts.
  • Managed implementation of field software support for all systems products across the US.

Top Software Support Manager Employers