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Become A Technical Support Manager

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Working As A Technical Support Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $92,995

    Average Salary

What Does A Technical 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 Technical 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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Technical Support Manager jobs

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Technical Support Manager Career Paths

Technical Support Manager
Operations Manager General Manager
Account Manager
5 Yearsyrs
Senior Manager Business Developer
Business Development Manager
9 Yearsyrs
Program Manager Senior Manager
Director Of Human Resources
10 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Support Manager Information Technology Manager
Director Of Information Technology Services
12 Yearsyrs
Senior Project Manager Marketing Director
Director Of Sales
10 Yearsyrs
Service Manager Account Manager
District Sales Manager
7 Yearsyrs
Program Manager Information Technology Project Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Information Technology Consultant
Information Technology Manager
8 Yearsyrs
Network Engineer Senior Network Engineer
Infrastructure Manager
10 Yearsyrs
Senior Manager Senior Manager Of Marketing
Marketing Director
7 Yearsyrs
Senior Project Manager Marketing Consultant
Marketing Manager
6 Yearsyrs
Project Manager Program Manager
Operations Director
9 Yearsyrs
Product Manager Sales Manager
Operations Manager
7 Yearsyrs
Service Manager Account Executive
Product Manager
7 Yearsyrs
Information Technology Manager Project Manager
Program Manager
8 Yearsyrs
Operations Manager Account Executive
Sales Manager
5 Yearsyrs
Product Manager Regional Sales Manager
Senior Account Manager
7 Yearsyrs
Project Manager Senior Project Manager
Senior Product Manager
9 Yearsyrs
Information Technology Manager Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Average Length of Employment
Technical Manager 4.0 years
Support Supervisor 3.4 years
Support Manager 3.3 years
Systems Support 3.1 years
Support Lead 2.7 years
Technical Advisor 2.4 years
Support Analyst 2.3 years
Support Specialist 2.3 years
Support 2.0 years
Top Employers Before
Manager 5.0%
Consultant 3.1%
Top Employers After
Manager 6.3%
Consultant 5.5%
Owner 4.4%
Director 3.8%

Technical Support Manager Demographics

Gender

Male

78.6%

Female

19.5%

Unknown

1.9%
Ethnicity

White

78.0%

Hispanic or Latino

10.6%

Asian

8.4%

Unknown

2.3%

Black or African American

0.6%
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Languages Spoken

Spanish

48.6%

Chinese

7.9%

French

7.1%

Mandarin

5.7%

Carrier

5.0%

Portuguese

5.0%

Japanese

5.0%

German

2.9%

Arabic

2.1%

Vietnamese

1.4%

Korean

1.4%

Cantonese

1.4%

Italian

1.4%

Cheyenne

0.7%

Hungarian

0.7%

Thai

0.7%

Serbian

0.7%

Irish

0.7%

Hawaiian

0.7%

Persian

0.7%
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Technical Support Manager Education

Schools

University of Phoenix

37.3%

Northeastern University

7.2%

Villanova University

4.4%

American InterContinental University

3.9%

Strayer University

3.9%

University of Maryland - College Park

3.3%

University of Alabama

3.1%

University of Houston

3.1%

University of Texas at Austin

3.1%

Western Governors University

3.1%

Florida State University

3.1%

Utah State University

3.1%

University of North Texas

2.8%

University of Washington

2.8%

Rochester Institute of Technology

2.8%

Purdue University

2.8%

Syracuse University

2.6%

George Washington University

2.6%

San Jose State University

2.6%

University of Central Florida

2.6%
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Majors

Business

26.7%

Computer Science

14.2%

Electrical Engineering

8.4%

Computer Information Systems

7.4%

Information Technology

5.8%

Management

5.3%

Project Management

3.8%

Electrical Engineering Technology

3.0%

Computer Networking

3.0%

Management Information Systems

2.5%

Marketing

2.5%

Communication

2.4%

Information Systems

2.2%

Education

2.0%

Computer Engineering

2.0%

Psychology

2.0%

Accounting

1.9%

Finance

1.8%

Mechanical Engineering

1.7%

Chemistry

1.5%
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Degrees

Bachelors

38.7%

Other

24.4%

Masters

18.5%

Associate

11.3%

Certificate

4.7%

Doctorate

1.4%

Diploma

1.0%

License

0.0%
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Full Time
Part Time
Internship
Temporary

Real Technical Support Manager Salaries

Job Title Company Location Start Date Salary
Technical Support Manager (Industrial Production) STI Polymer, Inc. Sanford, NC Aug 06, 2013 $200,000
Technical Support Engineering Manager Allot Communications Inc. Woburn, MA Dec 29, 2014 $166,837
Technical Support SR. Manager Dell Marketing L.P. San Jose, CA Oct 01, 2013 $155,000
Technical Support MGR Datacore Software Corp. Fort Lauderdale, FL Dec 15, 2014 $148,387
Technical Support Manager Twilio, Inc. San Francisco, CA Jul 31, 2014 $145,000
Technical Support Manager Hopto, Inc. Campbell, CA Oct 13, 2014 $145,000
Technical Support Manager, Online Content and Serv Altium, Inc. Carlsbad, CA May 01, 2013 $140,000
Manager, Technical Support MAPR Technologies, Inc. San Jose, CA Dec 27, 2016 $140,000 -
$180,000
Manager SAP Technical Support J. Crew Group, Inc. New York, NY Feb 25, 2014 $137,500
Manager, Technology Development Global Engineering Support Globalfoundries U.S. Inc. Malta, NY Aug 09, 2016 $135,470 -
$171,000
Technical Support Manager Accenture LLP San Jose, CA Dec 05, 2016 $135,000
Technical Support Manager Accenture LLP Milpitas, CA Dec 05, 2016 $135,000
Technical Support Manager Appian Corporation Reston, VA Apr 21, 2016 $133,099
Technical Support Manager Applied Materials, Inc. Santa Clara, CA Oct 26, 2013 $117,624 -
$162,500
Commissioning Technical Support Manager Comau LLC Royal Oak, MI Jun 22, 2015 $117,500
Manager, Technical Support Cisco Systems, Inc. Parkton, NC Oct 01, 2015 $116,834 -
$161,400
Technical Support Manager Twilio, Inc. San Francisco, CA Aug 07, 2014 $116,000
Technical Support Manager KLA-Tencor Corporation Milpitas, CA Jan 07, 2015 $115,981
Technical Support Manager KLA-Tencor Corporation Milpitas, CA Aug 28, 2013 $115,981
Technical Support Manager Moxie Software CIM Corp. Bellevue, WA Jan 30, 2015 $115,773 -
$116,500
Technical Support Manager Noetix Corporation Redmond, WA May 11, 2013 $103,000
Manager, Technical Support Aspen Technology, Inc. Houston, TX Jan 10, 2016 $102,782
Manager, Technical Support Manhattan Associates, Inc. Atlanta, GA Nov 02, 2016 $101,647
Manager, Technical Support Manhattan Associates, Inc. Atlanta, GA Aug 19, 2016 $101,647
Field Technical Support Manager Southwest Oilfield Products, Inc. Houston, TX Sep 20, 2014 $100,901 -
$110,000
Manager, Technical Support Manhattan Associates, Inc. Atlanta, GA Aug 26, 2015 $100,310
Technical Support Manager Rumble News Inc. New York, NY Sep 17, 2015 $100,000
Technical Support Manager Bentley Systems, Incorporated Anaheim, CA Sep 30, 2015 $99,578

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Top Skills for A Technical Support Manager

TechnicalSupportDepartmentHardwareProductDevelopmentProceduresCustomerSatisfactionCustomerServiceWebPCDesktopSupportCustomerSupportInternetTechnicalSupportEngineersSetupTroubleshootTechnicalIssuesProjectManagementCustomerIssuesSQLUnixDisaster

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Top Technical Support Manager Skills

  1. Technical Support Department
  2. Hardware
  3. Product Development
You can check out examples of real life uses of top skills on resumes here:
  • Managed the Technical Support Department growth from 80 to 600 professionals.
  • Initiated and implemented corrective actions to eliminate software and hardware issues for cost reduction and performance improvement.
  • Gather data requirements and participate in product development initiatives to ensure that support issues are addressed appropriately.
  • Managed department to insure all shifts were covered and all employees were properly trained regarding quality control procedures.
  • Serve as customer advocate to increase customer satisfaction and confidence in maintenance and installation.

Top Technical Support Manager Employers

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