What does a Support Manager do?

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.
Support manager responsibilities
Here are examples of responsibilities from real support manager resumes:
- Lead the team to a successful ISO audit with commendation for processes and documentation.
- Utilize AutoTask for managing tickets, field technicians, and scheduling POS installs with store owners or managers.
- Manage dependencies for the build out, maintenance, and ongoing support of QA environments during the CME/NYMEX and CME/CBOT mergers.
- Manage eight AS/400 and Unix lab technicians, responsible troubleshooting and maintaining the AS400 & UNIX systems that support customer functionality.
- Manage payroll issues, authore and perform performance appraisals and disciplinary actions.
- Develop and implement strategic merchandising plans to achieve revenue objectives and reduce expenditures while ensuring payroll remains within budget.
- Simplify a complex troubleshooting procedure that increase customer satisfaction by resolving customer issues quicker and reduce escalations to the provisioning team.
- Provide logistics support services focusing on supply support, maintenance task analysis, transportation, distribution, and packaging information.
- Support maintenance planning and parts provisioning.
- Replace each field office Linux server with newer model.
- Implement a SQL base decision support system to be used in conjunction with IDX.
- Supervise a staff of fifteen workers that support individuals with autism in their own homes.
- Implement a variety of KPI to track and improve performance, quality and cost per contact.
- Analyze KPI and introduce a new call distribution system to ensure equitable distribution of customer issues.
- Install major application releases and patches during regular maintenance windows and assist with any post production issues.
Support manager skills and personality traits
We calculated that 7% of Support Managers are proficient in Project Management, Technical Support, and PowerPoint. They’re also known for soft skills such as Communication skills, Leadership skills, and Management skills.
We break down the percentage of Support Managers that have these skills listed on their resume here:
- Project Management, 7%
Promote quality management, change control, risk management and customer satisfaction through in-house developed SharePoint application for Project Management.
- Technical Support, 6%
Maintained software updates and enhancements Administered executive seminars, sales presentations and demonstrations Technical liaison between staff and technical support.
- PowerPoint, 6%
Trained all associates on safety policies and operational procedures through PowerPoint presentations, work instructions and computer-based training.
- Windows, 6%
Guided massive growth in Microsoft Windows and Linux server infrastructure while improving availability.
- Logistics, 5%
Provided oversight and input for logistics program management to include cost account management, cost forecasting and earned value management.
- Support Services, 5%
Directed and coordinated administrative services, to include office clerical and support services, and telecommunications.
Common skills that a support manager uses to do their job include "project management," "technical support," and "powerpoint." You can find details on the most important support manager responsibilities below.
Communication skills. The most essential soft skill for a support manager to carry out their responsibilities is communication skills. This skill is important for the role because "top executives must be able to convey information clearly and persuasively." Additionally, a support manager resume shows how their duties depend on communication skills: "created effective, timed communication to share with all hrsc associates as well as all hr services partners. "
Leadership skills. Another essential skill to perform support manager duties is leadership skills. Support managers responsibilities require that "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." Support managers also use leadership skills in their role according to a real resume snippet: "praised by executive leadership for strong management skills and focus on achieving vital objectives. "
Time-management skills. A big part of what support managers do relies on "time-management skills." You can see how essential it is to support manager responsibilities because "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." Here's an example of how this skill is used from a resume that represents typical support manager tasks: "assisted my company in delivering the rig on time and promoting better customer relations for the next contract. "
Problem-solving skills. Another skill commonly found on support manager job descriptions is "problem-solving skills." It can come up quite often in support manager duties, since "top executives need to identify and resolve issues within an organization." Here's an example from a resume of how this skill fits into day-to-day support manager responsibilities: "attend and lead weekly meetings presenting solutions to daily challenges regarding operations and loss prevention. "
The three companies that hire the most support managers are:
- Black & Veatch98 support managers jobs
- Pwc67 support managers jobs
- Amazon47 support managers jobs
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Support manager vs. Assistant customer service manager
An assistant customer service manager is in charge of performing support tasks for managers, helping customer service operations run smoothly and efficiently. Among their responsibilities include assisting managers in supervising customer service teams, managing schedules and objectives, coordinating staff, and addressing issues and concerns, resolving them promptly and efficiently. There are also instances when they must communicate with customers to identify and meet their needs. Moreover, as an assistant manager, it is essential to monitor the workflow and progress of the workforce, all while enforcing the company's policies and regulations.
There are some key differences in the responsibilities of each position. For example, support manager responsibilities require skills like "project management," "technical support," "windows," and "logistics." Meanwhile a typical assistant customer service manager has skills in areas such as "excellent interpersonal," "customer service," "bill pay," and "customer satisfaction." This difference in skills reveals the differences in what each career does.
On average, assistant customer service managers reach similar levels of education than support managers. Assistant customer service managers are 4.7% less likely to earn a Master's Degree and 0.5% less likely to graduate with a Doctoral Degree.Support manager vs. Managing supervisor
A managing supervisor is an individual who is responsible for managing staff members and providing reports about their progress and development in the organization. Managing supervisors must represent the company to the external parties and should exhibit excellent leadership. They are expected to assist in the hiring process and selection of staff members for the company and train them on their new assignments. They must also maintain proper discipline among the staff members to avoid conflicts.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that support manager responsibilities requires skills like "technical support," "windows," "logistics," and "support services." But a managing supervisor might use other skills in their typical duties, such as, "patients," "customer service," "oversight," and "hipaa."
On average, managing supervisors earn a lower salary than support managers. Some industries support higher salaries in each profession. Interestingly enough, managing supervisors earn the most pay in the media industry with an average salary of $82,331. Whereas support managers have higher pay in the finance industry, with an average salary of $103,459.Average education levels between the two professions vary. Managing supervisors tend to reach similar levels of education than support managers. In fact, they're 0.9% more likely to graduate with a Master's Degree and 0.5% less likely to earn a Doctoral Degree.Support manager vs. Customer service/operations manager
A customer service/operations manager is primarily in charge of spearheading and overseeing the efforts of a customer service team, ensuring efficiency and client satisfaction. Their responsibilities include setting goals and objectives, establishing guidelines and schedules, managing the employees, creating new programs for customers, and developing strategies to optimize customer service operations. They may also participate in reaching out to clients through calls and correspondence, resolving issues promptly and professionally. Furthermore, as a manager, it is essential to lead and encourage teams to reach goals, all while implementing the company's policies and regulations.
The required skills of the two careers differ considerably. For example, support managers are more likely to have skills like "project management," "technical support," "powerpoint," and "windows." But a customer service/operations manager is more likely to have skills like "customer satisfaction," "customer service," "human resources," and "customer care."
Customer service/operations managers earn the best pay in the finance industry, where they command an average salary of $67,456. Support managers earn the highest pay from the finance industry, with an average salary of $103,459.customer service/operations managers typically earn similar educational levels compared to support managers. Specifically, they're 2.3% less likely to graduate with a Master's Degree, and 0.4% less likely to earn a Doctoral Degree.Support manager vs. Customer relationship manager
A customer relationship manager is in charge of overseeing teams that handle and provide services to a company's key clients. It is their duty to spearhead programs and projects that cater to key clients, ensuring to build positive relationships with them. They must also develop strategies to optimize operations and research new business opportunities. Furthermore, as a customer relationship manager, it is essential to lead and encourage the workforce to reach goals, all while implementing the company's policies and regulations.
Types of support manager
Updated January 8, 2025