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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 At McKesson

* Ensure that each employee has the tools & receives the coaching/mentoring necessary to maximize their potential.
* Ensure all performance metrics are achieved.
* Understand internal customer needs and issues and how your team processes affect customer satisfaction.
* Understand the business processes to enable management of bottom line business results.
* Create and manage the budget for the local customer service site.
* Manage toward business objectives.
* Effectively manage relationships with internal & external business partners.
* Manage escalated HR issues.
* Acts on behalf of Director as required.
* Manage fiscal year budget to ensure total expenses do not exceed incoming allocations
* Manage staffing to ensure we are staffed to support call volume, handle time, and hours of operation for all lines of business
* Ability to react quickly to business changes to reduce or increase headcount and negotiate allocation increases due to staffing needs
* Minimum Requirements
* years technical customer support experience including 2 years managerial/leadership experience
* Critical Skills
* Ability to lead a technical team of pharmacy system trouble-shooting technicians for customer resolutions
* Additional Knowledge & Skills
* Knowledge of Pharmacy Operating Systems
* Understanding of Pharmacy Adjudication
* Aptitude for Technical Support
* Customer Escalations
* Leadership Abilities
* Change Management
* Interpersonal Communication
* Diversity Management
* Business Acumen
* Critical Thinking
* Strategic Management
* Customer Astuteness
* Conceptual Thinking
* Analytical
* Relationship Management
* Specialized Knowledge/Skills Required
* Staff Development
* Financial Budget Management
* Hiring / Selection Skills
* Computer Proficiency
* Project Management Skills
* Organizational Planning
* Demonstrated Organization and Time Management Skills
* Education
* year degree in business or related field or equivalent experience.
* Physical Requirements
* General Office Demands
* Benefits & Company Statement
* McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded.
* We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.
* We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare.
* We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.
* But we can’t do it without you.
* Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe.
* Talented, compassionate people are the future of our company—and of healthcare.
* At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare.
* Working here is your opportunity to shape an industry that’s vital to us all.
* McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.
* Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
* Agency Statement
* No agencies please

What Does A Technical Support Manager Do At Dell

* Manages second-level and/or first-level leaders
* Directly manage individual contributor subject matter experts Leads cross-functional teams domestically and/or globally that encompass a variety of technical specialties requiring broad integration and product knowledge
* Leads or acts as a significant contributor to leadership in the development of key initiatives that provide high-level results to improve business processes and customer service delivery
* Assumes lead role within a major project and is responsible for determining project approach, decision on operating procedure, analytical approaches and work flow
* Provides significant support in enhancing existing systems and system software products and facilitating the definition of solutions to meet business requirements, client training, design reviews and executive briefings
* Applies broad technical expertise across multiple disciplines coupled with an understanding of business and management principles
* Dell is a collective of customer-obsessed, industry-leading visionaries.
* At our core is a commitment to diversity, sustainability and our communities.
* We offer unparalleled growth and development opportunities for our team members.
* We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live

What Does A Technical Support Manager Do At Atlas Copco Compressors

* Manage the CP Technical Support Team to deliver best in class service support to our customers, resolving compressed air and air treatment related technical issues with a first-time fix approach.
* Contribute to positive company branding by projecting knowledge, professionalism, and a drive to help customers.
* You will be “Player/Coach , resolve , and also support customers one on one yourself.
* We are a small team with "all hands-on deck".
* Primary
* Responsibilities:
* Supervise day to day activities & manage longer-term activities of the CP Technical Support Group, while also providing front line technical support via phone, email, fax, etc. to external customers and distributors. (Player/Coach role.)
* Manage implementation and continued success of management tools & KPI s, ex., upcoming ticket system for service requests case management to measure & improve customer response.
* In-house Training Program:
* o Develop in-house grade level training, competency and evaluation program for the Technical Support Team to deliver best solutions and to grow & measure the team competency.
* o Hiring future Service Tech Support personnel based on this system.
* Keep up to date with product evolution and train other Tech Support personnel in the same.
* o Develop and grow the skill level, effectiveness & long-term improvement of each Tech Support employee and the team to increase efficiency and customer satisfaction, including employee reviews, training and other management related activities.
* Develop and implement a distributor service training plan for CP distributors throughout North America, communicating all relevant product, technical service information to the customer and work together to sustain & improve product integrity.
* Activities:
* Update and complete reports to CP President/General Manager on business information needed.
* Daily and weekly follow up on all open items for external and internal customers and other CP related service items, issues & projects.
* Manage system to train distributors to implement ECB s (Engineering Change Bulletins)
* Work with engineering & our warranty manager to resolve quality issues, report claims and recover warrantable costs.
* Assist in the creation and maintenance of technical documentation to assist customer service and customers for the highest level of efficiency – including FAQ s, procedures, review of operating manual and spare part books.
* Manage team to provide online/active customer tech support for our standard hours and emergency support for North America.
* Organize back-up for members of the technical service team in their absence.
* As needed, occasionally go to customer sites to investigate issues & trouble shoot open cases.
* Use and train team to effectively use communicate with our information systems such as MS Office 365, ERP System and internal programs related to warranty, service, parts, equipment and logistics.
* Perform all duties in accordance with Atlas Copco standards, while always striving to understand the needs and expectations of the customer.
* You must have a can-do attitude and take appropriate action required to get the job done performing all duties as assigned and needed

What Does A Technical Support Manager Do At Sas Institute Inc.

* Oversees the technical support for products that are highly technical and analytically challenging, with a focus on statistical and quantitative end users.
* Ensures the quality of technical support provided, and takes steps to improve it.
* Monitors the tracking system to ensure adequate responses are given in areas of responsibility within appropriate time frame.
* Balances priorities against strategic SAS and customer business needs, specialized domain needs, product direction and maturity as well as software release and implementation delivery demands; adjusts staff responsibilities and workloads as necessary.
* Routinely sets and manages expectations, including escalation activities and service level commitments, for both internal and external customers (outside business hours for business-critical problems as appropriate).
* Works with customers, staff, and other divisions to resolve problems and escalations in a timely manner.
* Responsible for business management and development of enhanced support services.
* Strategizes with staff in regard to their work in the customer lifecycle, including pre-sales activities, proof-of-concept, architecture and system design, implementation, hand-off, production support, and maintenance.
* Continually builds and applies specialized advanced analytical and business domain knowledge, and knowledge of other vendors’ products, to assist staff.
* Strategizes with technical support staff in their role in the software product lifecycle, to improve the quality and design of future software releases and influence product direction based on knowledge of analytics, analytical experience, software knowledge, vendor comparisons, and customer feedback.
* Acts as an advocate for the customer.
* Advances the company’s leadership position in the market for analytical software by understanding customer requirements and needs for specific analytical methods.
* Provides analytical and technical assistance and direction to analytical staff.
* Promotes professional development among staff.
* Ensures staff members build additional skills by learning emerging SAS and analytical technologies, and portfolio offerings.
* Conducts performance appraisals and provides ongoing performance feedback to direct reports.
* Interacts with and provides assistance to international technical support staff and management counterparts in other departments/teams/divisions.
* Represents the company at customer sites, local customer forums, Global Forum, trade shows, and user group meetings.
* Suggests, manages, and implements special projects to assist Technical Support, users, or other departments/teams/divisions.
* Might undertake initiatives to make business recommendations based on applications of the appropriate advanced analytics tools and techniques.
* Perform other duties, as assigned

What Does A Technical Support Manager Do At Comcast

* Ensures quality customer service and availability on all inbound/outbound calling.
* Provides customer service and operations leadership with regards to all facets of customer contact and technical analysis.
* Manages, directs, and controls all activities related to resources such as headcount, management information systems, and training and
* development.
* Manages the development and implementation of effective policies, procedures, and programs to support customer care strategies.
* Designs and implements process improvements in partnership with related departments to maximize resources, improve technical efficiencies, and ensure the best experience for customers.
* Sets standards of performance to meet established departmental goals.
* Develops and supports tactical implementation of the annual budget.
* Improves customer feedback mechanism and related work order processes to support technical development and improve customer satisfaction.
* Consistent exercise of independent judgment and discretion in matters of significance.
* Regular, consistent and punctual attendance.
* Must be able to work nights and weekends, variable schedule(s) as necessary.
* Other duties and responsibilities as assigned

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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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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

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Technical Support Manager Education

Technical Support Manager

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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 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
Manager, Technical Support MAPR Technologies, Inc. San Jose, CA Dec 27, 2016 $140,000 -
$180,000
Technical Support Manager, Online Content and Serv Altium, Inc. Carlsbad, CA May 01, 2013 $140,000
Manager SAP Technical Support J. Crew Group, Inc. New York, NY Feb 25, 2014 $137,500
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
Infrastructure Technical Support Manager Accenture LLP Cranston, RI Feb 11, 2015 $128,800
Technical Support Manager Cisco Systems, Inc. San Jose, CA Jan 09, 2016 $128,003 -
$185,000
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 A10 Networks, Inc. San Jose, CA Feb 22, 2016 $105,708 -
$120,000
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

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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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