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Become A Support Lead

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Working As A Support Lead

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $90,054

    Average Salary

What Does A Support Lead 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 Support Lead

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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Support Lead jobs

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Support Lead Career Paths

Support Lead
Account Manager Technical Support Specialist Senior System Administrator
Data Center Manager
9 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Support Supervisor Technical Support Manager Information Technology Manager
Director Of Information Technology Services
12 Yearsyrs
Operations Manager General Manager
District Manager
7 Yearsyrs
Project Manager Program Manager
General Manager
7 Yearsyrs
Network Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Program Manager Information Technology Project Manager
Information Technology Director
10 Yearsyrs
Support Supervisor Systems Administrator Information Technology Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Network Technician Systems Engineer Information Technology Manager
Infrastructure Manager
10 Yearsyrs
Information Technology Manager Project Manager Program Manager
Operations Director
9 Yearsyrs
Program Manager General Manager Account Manager
Operations Manager
7 Yearsyrs
Operations Manager Branch Manager Account Manager
Product Manager
7 Yearsyrs
Project Manager Consultant Senior Consultant
Program Manager
8 Yearsyrs
Business Analyst Senior Finance Analyst Finance Manager
Sales Manager
5 Yearsyrs
Systems Engineer Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Business Analyst Product Manager
Senior Product Manager
9 Yearsyrs
Systems Engineer Systems Administrator Software Engineer
Senior Software Engineer
6 Yearsyrs
Office Manager Sales Consultant Solution Specialist
Solutions Manager
8 Yearsyrs
Information Technology Manager Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Support Supervisor 3.4 years
Support Manager 3.3 years
Lead Technician 3.3 years
Systems Support 3.1 years
Help Desk Leader 3.0 years
Support Lead 3.0 years
Production Support 2.7 years
Support Specialist 2.3 years
Support Analyst 2.3 years
Support Associate 2.0 years
Support 2.0 years
Top Employers Before
Executive 5.1%
Mate 4.7%
Manager 3.9%
Developer 3.9%
Internship 3.6%
Consultant 3.4%
Top Employers After
Consultant 5.3%
Manager 4.2%

Support Lead Demographics

Gender

Male

59.5%

Female

38.1%

Unknown

2.4%
Ethnicity

White

73.9%

Asian

13.1%

Hispanic or Latino

10.0%

Unknown

2.3%

Black or African American

0.7%
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Languages Spoken

Spanish

58.4%

French

8.0%

Portuguese

4.8%

Japanese

4.8%

Carrier

3.2%

Hindi

2.4%

Arabic

2.4%

Telugu

1.6%

Russian

1.6%

Croatian

1.6%

Italian

1.6%

Chinese

1.6%

German

1.6%

Polish

1.6%

Vietnamese

0.8%

Samoan

0.8%

Dutch

0.8%

Mandarin

0.8%

Hungarian

0.8%

Bosnian

0.8%
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Support Lead Education

Schools

University of Phoenix

22.6%

Strayer University

6.3%

American InterContinental University

5.2%

University of Maryland - University College

4.9%

Southern New Hampshire University

4.9%

Ashford University

4.5%

George Mason University

4.5%

San Jose State University

4.2%

More Tech Institute

4.2%

Community College of the Air Force

4.2%

National University

3.8%

University of North Texas

3.8%

Colorado Technical University

3.8%

Arizona State University

3.5%

University of Central Florida

3.5%

University of Houston

3.5%

Western Washington University

3.1%

Texas A&M University

3.1%

University of Texas at Austin

3.1%

Kaplan University

3.1%
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Majors

Business

26.9%

Computer Science

12.2%

Information Technology

6.4%

Computer Information Systems

6.0%

Electrical Engineering

4.3%

Management

4.1%

Psychology

3.8%

Computer Applications

3.6%

Communication

3.5%

Criminal Justice

3.5%

Finance

3.2%

Computer Networking

3.2%

Accounting

3.1%

Computer Engineering

2.9%

Marketing

2.7%

Management Information Systems

2.4%

Project Management

2.2%

Engineering

2.1%

General Studies

2.1%

Information Systems

1.9%
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Degrees

Bachelors

40.7%

Other

22.4%

Masters

18.4%

Associate

12.3%

Certificate

3.6%

Diploma

1.6%

Doctorate

1.0%

License

0.1%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Support Lead Salaries

Job Title Company Location Start Date Salary
Applications Support Lead Jpmorgan Chase & Co. New York, NY Aug 22, 2016 $165,000
Oracle Support Lead TPC Group, LLC Houston, TX Jul 01, 2016 $140,567
Hyperion Financial Management Support Lead Biomarin Pharmaceutical Inc. San Rafael, CA Oct 24, 2016 $140,000
Lead Backup Support Lead Jpmorgan Chase & Co. Jersey City, NJ May 04, 2015 $140,000
Payroll Support Lead Biomarin Pharmaceutical, Inc. Novato, CA Jul 06, 2015 $140,000
Informatica Mdm/Eim Support Lead Predica Inc. Dallas, TX Dec 05, 2016 $137,000
IS&T Test Environment Support Lead Apple Inc. Cupertino, CA May 28, 2015 $135,000 -
$161,700
Applications Support Lead JP Morgan Chase & Co New York, NY Jul 28, 2016 $130,666
Application Support Lead Jpmorgan Chase & Co. New York, NY Feb 05, 2016 $130,000
Hyperion Support Lead Biomarin Pharmaceutical, Inc. Novato, CA Feb 09, 2015 $130,000
Oracle Support Lead TPC Group Houston, TX Jul 13, 2015 $130,000
Applications Support Lead Jpmorgan Chase & Co. New York, NY Aug 25, 2016 $130,000
Specialty L2 Support Leader GE Healthcare IITS USA Corp. Barrington, IL Jul 10, 2015 $130,000 -
$140,000
Application Support Lead Bridgewater Associates, LP Westport, CT Feb 16, 2015 $129,896 -
$144,000
Production Support Lead-US Infosys Limited Beaverton, OR Jun 22, 2015 $83,866
Production Support Lead-US Infosys Limited Plano, TX Jul 20, 2015 $83,818
Production Support Lead-US Infosys Limited New York, NY Oct 27, 2015 $83,748
Production Support Lead-US Infosys Limited Jersey City, NJ Sep 08, 2015 $83,748
Production Support Lead-US Infosys Limited Somers, NY Jul 30, 2015 $83,690
Production Support Lead-US Infosys Limited Somers, NY Feb 09, 2015 $83,690
Production Support Lead-US Infosys Limited New York, NY Jul 01, 2015 $83,690
Production Support Lead-US Infosys Limited Somers, NY Jun 29, 2015 $83,690
Production Support Lead-US Infosys Limited Richmond, VA Jun 11, 2015 $78,100
Production Support Lead-US Infosys Limited Saint Louis, MO Jan 05, 2016 $78,100
Onsite Production Support Lead IBM India Private Limited Overland Park, KS Apr 30, 2015 $77,997
Onsite Production Support Lead IBM India Private Limited Overland Park, KS Feb 02, 2016 $77,997
Production Support Lead-US Infosys Limited Beaverton, OR Sep 14, 2016 $77,917
Production Support Lead-US Infosys Limited Beaverton, OR Feb 07, 2016 $77,903
Production Support Lead-US Infosys Limited Plano, TX Dec 29, 2015 $77,857
Production Support Lead-US Infosys Limited Irving, TX Jul 03, 2015 $77,857

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Top Skills for A Support Lead

ProceduresHardwareCustomerServiceTechnicalSupportDatabasePersonnelSLACompliancePl/SqlWebDesktopSupportTroubleshootPhoneCallsSetupActiveDirectoryOnsiteUnixCustomerSatisfactionOrganizationManagementCustomerSupport

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Top Support Lead Skills

  1. Procedures
  2. Hardware
  3. Customer Service
You can check out examples of real life uses of top skills on resumes here:
  • Provided communication and training to representatives regarding policies and procedures.
  • Serve as technical consultant to management staff for hardware, software and services recommendations for future growth direction.
  • Assisted customers with their shopping experience and provided outstanding customer service.
  • Position created to coordinate approximately a dozen technical support analysts in their daily tasks.
  • Produced testing scripts for creating and manipulating databases, tables, stored procedures, views, and security settings.

Top Support Lead Employers

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