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Become A Supervisor, Technical Support

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Working As A Supervisor, Technical Support

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $89,000

    Average Salary

What Does A Supervisor, Technical Support 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 Supervisor, Technical Support

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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Supervisor, Technical Support Career Paths

Supervisor, Technical Support
Technical Support Manager Project Manager
Information Technology Director
10 Yearsyrs
Technical Support Manager Manager
Information Technology Manager
7 Yearsyrs
Technical Support Manager Operations Manager
Senior Operations Manager
9 Yearsyrs
Manager Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Manager Project Manager
Service Delivery Manager
10 Yearsyrs
Information Technology Manager Information Technology Director
Chief Information Officer
11 Yearsyrs
Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Project Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
Operations Manager Vice President
Chief Technology Officer
11 Yearsyrs
Operations Manager Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Service Manager Information Technology Project Manager
Information Technology Technical Services Manager
9 Yearsyrs
Call Center Manager Support Manager
Technical Manager
7 Yearsyrs
Call Center Manager Help Desk Manager
Service Desk Manager
7 Yearsyrs
Information Technology Support Manager Information Technology Operations Manager
Information Technology Systems Manager
8 Yearsyrs
Support Supervisor Support Manager
Implementation Manager
8 Yearsyrs
Information Technology Support Manager Support Manager
Technical Services Manager
7 Yearsyrs
Quality Assurance Manager Material Manager
Systems Manager
6 Yearsyrs
Help Desk Manager Systems Manager
Information Systems Manager
6 Yearsyrs
Help Desk Manager
Incident Manager
9 Yearsyrs
Information Technology Supervisor, Information Technology
6 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Top Careers Before Supervisor, Technical Support
Supervisor 7.4%
Manager 3.5%
Cashier 3.5%
Technician 2.7%
Top Careers After Supervisor, Technical Support
Manager 6.1%
Supervisor 5.4%
Consultant 4.1%
Owner 4.0%

Do you work as a Supervisor, Technical Support?

Supervisor, Technical Support Demographics

Gender

Male

66.7%

Female

24.6%

Unknown

8.7%
Ethnicity

White

60.3%

Hispanic or Latino

16.9%

Black or African American

11.3%

Asian

7.1%

Unknown

4.3%
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Foreign Languages Spoken

Spanish

62.6%

French

8.4%

Carrier

4.7%

Portuguese

2.8%

Chinese

2.8%

German

2.8%

Arabic

2.8%

Japanese

1.9%

Korean

1.9%

Bambara

0.9%

Czech

0.9%

Filipino

0.9%

Greek

0.9%

Persian

0.9%

Mandarin

0.9%

Tagalog

0.9%

Russian

0.9%

Thai

0.9%

Italian

0.9%
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Supervisor, Technical Support Education

Schools

University of Phoenix

35.9%

Strayer University

11.0%

Utah Valley University

4.1%

University of Maryland - University College

3.8%

American InterContinental University

3.8%

Kaplan University

3.8%

Community College of the Air Force

3.1%

University of Houston

3.1%

Arizona State University

2.8%

Northeastern University

2.8%

Colorado Technical University

2.8%

Colorado State University

2.8%

University of South Florida

2.6%

Villanova University

2.6%

University of Utah

2.6%

A-Technical College

2.6%

Western Governors University

2.6%

Capella University

2.6%

Ashford University

2.3%

San Antonio College

2.3%
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Majors

Business

28.3%

Computer Science

11.8%

Information Technology

9.3%

Computer Information Systems

7.9%

Electrical Engineering

6.0%

Management

4.0%

Computer Networking

4.0%

Psychology

2.9%

Communication

2.8%

Accounting

2.5%

Electrical Engineering Technology

2.4%

Project Management

2.4%

Criminal Justice

2.4%

General Studies

2.2%

Education

2.1%

Management Information Systems

2.0%

Liberal Arts

1.8%

Health Care Administration

1.8%

Marketing

1.8%

Elementary Education

1.6%
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Degrees

Bachelors

38.3%

Other

26.0%

Associate

17.8%

Masters

12.1%

Certificate

3.8%

Diploma

1.2%

Doctorate

0.6%

License

0.1%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$89,000
View Detailed Salary Report
$68,000
Min 10%
$89,000
Median 50%
$89,000
Median 50%
$89,000
Median 50%
$89,000
Median 50%
$89,000
Median 50%
$89,000
Median 50%
$89,000
Median 50%
$117,000
Max 90%
Best Paying Company
Salesforce
Highest Paying City
Las Vegas, NV
Highest Paying State
Nevada
Avg Experience Level
3.3 years
How much does a Supervisor, Technical Support make at top companies?
The national average salary for a Supervisor, Technical Support in the United States is $90,068 per year or $43 per hour. Those in the bottom 10 percent make under $68,000 a year, and the top 10 percent make over $117,000.

Real Supervisor, Technical Support Salaries

Job Title Company Location Start Date Salary
IT Supervisor-Application Support Ozburn-Hessey Logistics Brentwood, TN Nov 03, 2016 $130,395
Supervisor, Technical Support A10 Networks, Inc. (Formerly Raksha Networks, Inc.) San Jose, CA Nov 18, 2014 $125,387
Media Technology Applications Support Supervisor Nbcuniversal Media, LLC New York, NY Jul 01, 2013 $121,500 -
$129,000
Technical Support Supervisor Weatherford International, LLC Houston, TX Oct 21, 2014 $120,000 -
$130,000
Supervisor Technical Support Aspen Technology, Inc. Houston, TX Jul 28, 2016 $109,366
Technical Support Supervisor Varian Semiconductor Equip. Ass, Inc. (Applied Mat Gloucester, MA Jul 02, 2013 $101,561
Supervisor IT Application Support Ozburn-Hessey Logistics Brentwood, TN Nov 09, 2016 $101,278
Supervisor, Technical Support A10 Networks, Inc. San Jose, CA Apr 15, 2014 $100,279 -
$125,386
IT Supervisor-Application Support Ozburn-Hessey Logistics, LLC Brentwood, TN Jul 16, 2015 $100,000
Supervisor Technical Support Sci Funeral & Cemetery Purchasing Cooperative, Inc. Houston, TX May 23, 2016 $98,030 -
$125,400
Supervisor Technical Support Sci Shared Resources, LLC Houston, TX May 23, 2016 $98,030 -
$125,400
Technical Support Supervisor Applied Materials, Inc. Sunnyvale, CA Sep 23, 2011 $96,651 -
$133,500
Supervisor Technical Support Aspen Technology, Inc. Houston, TX Oct 01, 2015 $96,509
Supervisor, Technical Support Aspen Technology, Inc. Houston, TX Sep 29, 2014 $96,500
Technical Support Supervisor W. W. Grainger, Inc. Lincolnshire, IL Sep 12, 2011 $91,054
Supervisor Technical Support Optum Services, Inc. Ridgefield, NJ Jan 06, 2016 $89,700 -
$107,900
Supervisor, Tech Support EMC Corporation Draper, UT Mar 30, 2016 $82,701 -
$90,900
Technical Support Supervisor HBC Solutions, Inc. Quincy, IL Jul 15, 2013 $80,974 -
$90,974
Supervisor, Tech Support EMC Corporation Draper, UT Jul 21, 2014 $79,000
Technical Support Supervisor Thorlabs, Inc. Newton, NJ Dec 01, 2010 $77,600
Supervisor-Tech Support Verizon Data Services LLC Chicago, IL Feb 25, 2013 $74,650
Technical Support Supervisor-Fire Protection Uponor, Inc. Lakeville, MN Sep 24, 2010 $71,519
Supervisor Quality and Technical Support Perkins School for The Blind Watertown Town, MA Sep 10, 2015 $70,000
Supervisor, Technical Support EMC Corporation Hopkinton, MA Apr 27, 2012 $68,640 -
$91,100
Supervisor, Tech Support EMC Corporation Draper, UT Feb 09, 2016 $67,050 -
$91,350

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Top Skills for A Supervisor, Technical Support

  1. Customer Service
  2. Technical Support
  3. Computer Hardware
You can check out examples of real life uses of top skills on resumes here:
  • Developed and directed overall technical support for the customer service function by implementing policies for the resolution of service related inquiries.
  • Provide advanced technical support on operation or maintenance of personal computers and/or peripherals using documented procedures and available tools.
  • Replaced obsolete computer hardware to with new state-of-the-art machines.
  • Handled all technical and service-related customer telephone calls.
  • Provided and documented performance feedback through side-by-side coaching, performance reviews, goal setting and deficiency management.

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Top 10 Best States for Supervisors, Technical Support

  1. District of Columbia
  2. Delaware
  3. Massachusetts
  4. Colorado
  5. Connecticut
  6. Alaska
  7. New Jersey
  8. Virginia
  9. Rhode Island
  10. Minnesota
  • (267 jobs)
  • (93 jobs)
  • (849 jobs)
  • (746 jobs)
  • (328 jobs)
  • (78 jobs)
  • (734 jobs)
  • (1,156 jobs)
  • (89 jobs)
  • (566 jobs)

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