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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
  • $118,420

    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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Do you work as a Software Support Manager?

Software Support Manager Jobs

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Help others decide if this is a good career for them

Average Length of Employment
Support Manager 3.2 years
Support Lead 2.6 years
Top Employers Before
Instructor 6.1%
Manager 6.1%
Programmer 4.0%
Top Employers After
Consultant 7.5%
Owner 7.5%
Manager 5.8%

Do you work as a Software Support Manager?

Software Support Manager Demographics

Gender

Male

69.9%

Female

27.1%

Unknown

3.0%
Ethnicity

White

61.7%

Hispanic or Latino

14.8%

Black or African American

11.5%

Asian

9.1%

Unknown

2.9%
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Foreign Languages Spoken

Spanish

57.1%

Norwegian

14.3%

Danish

14.3%

Korean

14.3%
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Software Support Manager Education

Schools

University of Houston

7.5%

Webster University

7.5%

University of Phoenix

7.5%

University of Texas at Austin

7.5%

University of Florida

5.0%

University of Illinois at Urbana-Champaign

5.0%

Western Governors University

5.0%

University of Central Florida

5.0%

Georgia State University

5.0%

Roosevelt University

5.0%

Southern Polytechnic State University

5.0%

Illinois Institute of Technology

5.0%

University of Wisconsin - Madison

5.0%

Old Dominion University

5.0%

Rensselaer Polytechnic Institute

5.0%

George Mason University

5.0%

Louisiana State University and A&M College

2.5%

Missouri State University

2.5%

Palm Beach State College

2.5%

Bucks County Community College

2.5%
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Majors

Business

21.8%

Computer Science

16.3%

Electrical Engineering

8.8%

Management

7.5%

Computer Information Systems

6.8%

Information Technology

4.8%

Accounting

4.8%

Marketing

4.1%

Computer Engineering

3.4%

Electrical Engineering Technology

2.7%

Project Management

2.7%

Education

2.7%

Management Information Systems

2.0%

Mathematics

2.0%

Physics

2.0%

Engineering And Industrial Management

2.0%

Music

1.4%

Engineering

1.4%

Computer Programming

1.4%

Health Care Administration

1.4%
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Degrees

Bachelors

37.9%

Masters

27.7%

Other

22.6%

Associate

8.7%

Certificate

2.1%

Doctorate

1.0%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Software Support Manager Salaries

Job Title Company Location Start Date Salary
Software Manager General Electric Company San Ramon, CA Aug 29, 2016 $207,000
Software Manager Apple Inc. Cupertino, CA Apr 15, 2015 $205,000 -
$225,000
Manager, Software UI Appdynamics, Inc. San Francisco, CA Oct 26, 2016 $180,000
Manager, Software Servicenow, Inc. Santa Clara, CA Jun 10, 2016 $168,199 -
$213,700
Manager, Software User Interface Appdynamics, Inc. San Francisco, CA Feb 04, 2016 $165,000
Software Manager Nvidia Corporation Santa Clara, CA Oct 15, 2014 $158,303 -
$230,949
Manager, Software DEV Yahoo! Inc. Sunnyvale, CA Aug 25, 2014 $155,638 -
$205,500
Manager, Software DEV Yahoo! Inc. Sunnyvale, CA Jul 28, 2014 $155,638 -
$205,500
Software Manager Vmware, Inc. Palo Alto, CA Oct 20, 2015 $155,380
Software Develoment Manager A2Z Development Center, Inc. Cupertino, CA Jan 14, 2013 $155,000
Software Manager Nvidia Corporation Santa Clara, CA Aug 27, 2016 $154,634 -
$187,682
MGR, Software DEV Yahoo! Inc. Sunnyvale, CA Jan 27, 2014 $151,926 -
$202,500
Manager, Storage Software PMC-Sierra Us, Inc. Houston, TX Nov 19, 2015 $122,000 -
$165,240
Software Component Manager Doubleverify Inc. New York, NY Aug 13, 2016 $121,176
Software Manager Ascentt Business Systems, Inc. Newark, CA Jun 13, 2013 $120,000
Manager Software Techland Inc. Chicago, IL Jan 10, 2016 $120,000
Software Component Manager Doubleverify Inc. New York, NY Sep 04, 2015 $118,000
Software Manager Etouch Systems Corporation Fremont, CA Aug 06, 2013 $116,000
Manager-Software (Database Administrator) Synechron, Inc. Conshohocken, PA Apr 02, 2015 $111,887
Manager-Software (Database Administrator) Synechron, Inc. Conshohocken, PA Mar 27, 2015 $111,887
Manager Software Techland Inc. Chicago, IL Mar 10, 2016 $95,000
Manager-Software Synechron, Inc. Irving, TX Feb 18, 2015 $94,931
Manager-Software SLK America Inc. OH Sep 07, 2013 $93,309
Manager-Software (IT Proj. MGR.) Synechron, Inc. Minneapolis, MN Feb 24, 2015 $92,040
Manager-Software SLK America Inc. Memphis, TN Sep 07, 2013 $92,000
Software Support Manager Workiva Inc. Chicago, IL May 11, 2015 $92,000 -
$102,000
Manager-Software (Developer) Synechron, Inc. Hamilton, NJ Sep 06, 2014 $91,374

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Top Skills for A Software Support Manager

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  1. Software Support
  2. Software Development
  3. Support Technicians
You can check out examples of real life uses of top skills on resumes here:
  • Delivered international technical software support involving worldwide messaging/collaboration throughout the Americas, EMEA, Asia PAC, and LATAM.
  • Manage Customer Support and Quality Assurance teams Manage Software Development Team Hired as a Senior Software developer
  • Supervised, managed and led a team of nine employees, including three programmers, three trainers and three support technicians.
  • Devised a system for client implementation and data conversion.
  • Ensured consistent communications and first class technical support was delivered to over 350 implementations of custom software packages.

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Top 10 Best States for Software Support Managers

  1. District of Columbia
  2. Connecticut
  3. Delaware
  4. New Jersey
  5. Alaska
  6. Rhode Island
  7. California
  8. Maine
  9. Colorado
  10. Washington
  • (93 jobs)
  • (141 jobs)
  • (59 jobs)
  • (311 jobs)
  • (29 jobs)
  • (34 jobs)
  • (1,057 jobs)
  • (64 jobs)
  • (220 jobs)
  • (270 jobs)

Top Software Support Manager Employers

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