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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
  • $96,000

    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 Career Paths

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Help others decide if this is a good career for them

Average Length of Employment
Technical Manager 3.9 years
Top Careers Before Technical Support Manager
Manager 5.3%
Supervisor 3.2%
Consultant 3.0%
Top Careers After Technical Support Manager
Manager 7.3%
Consultant 6.1%
Owner 5.5%
Director 4.1%

Do you work as a Technical Support Manager?

Technical Support Manager Demographics

Gender

Male

74.3%

Female

18.4%

Unknown

7.4%
Ethnicity

White

60.4%

Hispanic or Latino

16.0%

Black or African American

10.9%

Asian

8.5%

Unknown

4.2%
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Foreign Languages Spoken

Spanish

46.3%

French

6.9%

Chinese

6.4%

Mandarin

5.9%

Portuguese

4.9%

Japanese

4.9%

Carrier

3.9%

German

3.9%

Russian

2.5%

Korean

2.0%

Cantonese

2.0%

Italian

2.0%

Arabic

2.0%

Vietnamese

1.5%

Polish

1.5%

Ukrainian

1.0%

Persian

1.0%

Romanian

0.5%

Hungarian

0.5%

Thai

0.5%
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Technical Support Manager Education

Schools

University of Phoenix

35.8%

Northeastern University

5.3%

American InterContinental University

4.2%

Strayer University

4.0%

San Jose State University

3.9%

Texas A&M University

3.7%

University of North Texas

3.6%

University of Texas at Austin

3.6%

Purdue University

3.6%

University of Washington

3.4%

University of Houston

3.2%

Villanova University

3.1%

Michigan State University

3.1%

University of Maryland - College Park

2.9%

Rochester Institute of Technology

2.9%

Community College of the Air Force

2.8%

Utah State University

2.8%

Arizona State University

2.8%

Western Governors University

2.8%

University of South Florida

2.8%
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Majors

Business

26.5%

Computer Science

14.1%

Electrical Engineering

8.7%

Computer Information Systems

7.3%

Information Technology

5.7%

Management

5.4%

Project Management

3.4%

Computer Networking

3.1%

Electrical Engineering Technology

2.8%

Marketing

2.5%

Information Systems

2.4%

Communication

2.4%

Computer Engineering

2.1%

Accounting

2.1%

Management Information Systems

2.1%

Finance

2.0%

Mechanical Engineering

1.9%

Education

1.9%

Psychology

1.9%

Liberal Arts

1.6%
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Degrees

Bachelors

39.6%

Other

22.6%

Masters

18.5%

Associate

11.7%

Certificate

4.6%

Doctorate

1.5%

Diploma

1.3%

License

0.2%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$96,000
View Detailed Salary Report
$73,000
Min 10%
$96,000
Median 50%
$96,000
Median 50%
$96,000
Median 50%
$96,000
Median 50%
$96,000
Median 50%
$96,000
Median 50%
$96,000
Median 50%
$128,000
Max 90%
Best Paying Company
Cisco Systems
Highest Paying City
Los Angeles, CA
Highest Paying State
New Mexico
Avg Experience Level
3.9 years
How much does a Technical Support Manager make at top companies?
The national average salary for a Technical Support Manager in the United States is $97,024 per year or $47 per hour. Those in the bottom 10 percent make under $73,000 a year, and the top 10 percent make over $128,000.

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 Hopto, Inc. Campbell, CA Oct 13, 2014 $145,000
Technical Support Manager Twilio, Inc. San Francisco, CA Jul 31, 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
Technical Support Manager Accenture LLP Milpitas, CA Dec 05, 2016 $135,000
Technical Support Manager Accenture LLP San Jose, 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
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 Sling Media, Inc. Foster City, CA Aug 01, 2015 $115,586 -
$140,004
Manager, Technical Support Cisco Systems, Inc. Austin, TX Dec 06, 2013 $115,076 -
$161,400
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

  1. Technical Support
  2. Customer Service
  3. Business Development
You can check out examples of real life uses of top skills on resumes here:
  • Managed transition and complete restructuring of technical support team during consolidation effort.
  • Managed a team of account managers and customer service representatives to ensure high quality service delivery.
  • Key strategist for business development and technical support for cutting edge semiconductor manufacturing equipment for global customers.
  • Defined procedures in conjunction with operating staff, as well as communicating with management regarding relevant quality-related training.
  • Carried out major upgrade of all computers from Windows 2000 to Windows XP with no unscheduled loss of service.

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Top 10 Best States for Technical Support Managers

  1. District of Columbia
  2. Washington
  3. California
  4. New Jersey
  5. Colorado
  6. Rhode Island
  7. Alaska
  8. Connecticut
  9. Delaware
  10. Texas
  • (352 jobs)
  • (1,668 jobs)
  • (4,547 jobs)
  • (964 jobs)
  • (950 jobs)
  • (132 jobs)
  • (63 jobs)
  • (370 jobs)
  • (102 jobs)
  • (2,463 jobs)

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