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Become A Technical Support Services Manager

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Working As A Technical Support Services Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $58,920

    Average Salary

What Does A Technical Support Services 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 Services 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 Services Manager Jobs

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Technical Support Services Manager Career Paths

Technical Support Services Manager
Service Manager General Manager
Account Manager
5 Yearsyrs
Systems Engineer Director Of Information
Chief Information Officer
11 Yearsyrs
Systems Administrator Information Technology Manager
Director Of Information
10 Yearsyrs
Systems Analyst Information Technology Director
Director Of Information Technology Services
12 Yearsyrs
Technical Support Manager Technical Services Manager
Director Of Technology And Services
11 Yearsyrs
Information Technology Project Manager Senior Manager
Director, Technical Operations
11 Yearsyrs
Information Technology Technician Network Administrator
Information Systems Manager
6 Yearsyrs
Systems Engineer Information Technology Manager
Information Technology Director
10 Yearsyrs
Information Technology Technician Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Operations Manager Business Analyst
Information Technology Manager
8 Yearsyrs
Systems Analyst Senior Network Engineer
Infrastructure Manager
10 Yearsyrs
Operations Manager Account Executive
Product Manager
7 Yearsyrs
Systems Administrator Project Manager
Program Manager
8 Yearsyrs
Service Manager Account Manager
Senior Account Manager
7 Yearsyrs
Information Technology Consultant Information Technology Project Manager
Senior Information Technology Manager
10 Yearsyrs
Project Manager Program Manager
Senior Manager
10 Yearsyrs
Project Manager Senior Project Manager
Senior Product Manager
9 Yearsyrs
Technical Support Manager Technical Account Manager
Solutions Manager
8 Yearsyrs
Information Technology Project Manager Service Delivery Manager
Technical Services Manager
8 Yearsyrs
Information Technology Consultant Director Of Information
Vice President Of Information Technology
12 Yearsyrs
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Do you work as a Technical Support Services Manager?

Help others decide if this is a good career for them

Average Length of Employment
Top Employers Before
Teller 6.5%
Manager 4.7%
Top Employers After
Manager 5.7%
Teller 3.8%
Consultant 3.5%
Owner 3.1%

Do you work as a Technical Support Services Manager?

Technical Support Services Manager Demographics

Gender

Male

68.8%

Female

29.2%

Unknown

2.1%
Ethnicity

White

76.6%

Hispanic or Latino

12.3%

Asian

8.1%

Unknown

2.2%

Black or African American

0.8%
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Languages Spoken

Spanish

49.0%

French

7.8%

Portuguese

5.9%

Chinese

3.9%

German

3.9%

Mandarin

3.9%

Italian

3.9%

Vietnamese

2.0%

Greek

2.0%

Hebrew

2.0%

Japanese

2.0%

Cayuga

2.0%

Corsican

2.0%

Tagalog

2.0%

Hmong

2.0%

Korean

2.0%

Cantonese

2.0%

Carrier

2.0%
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Technical Support Services Manager Education

Schools

University of Phoenix

33.6%

Michigan State University

5.2%

Ohio State University

4.3%

Rochester Institute of Technology

4.3%

University of Washington

4.3%

Drexel University

4.3%

University of Maryland - College Park

3.4%

Arizona State University

3.4%

San Jose State University

3.4%

A-Technical College

3.4%

Florida International University

3.4%

Southern New Hampshire University

3.4%

Texas Southern University

3.4%

Strayer University

3.4%

Northeastern University

3.4%

New York University

2.6%

Wentworth Institute of Technology

2.6%

Quincy College

2.6%

San Francisco State University

2.6%

The Academy

2.6%
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Majors

Business

26.7%

Computer Science

11.1%

Computer Information Systems

9.8%

Information Technology

6.2%

Management

5.7%

Computer Networking

5.4%

Electrical Engineering

4.7%

Electrical Engineering Technology

3.9%

Management Information Systems

3.3%

Finance

3.1%

Computer Engineering

2.9%

Criminal Justice

2.6%

Project Management

2.4%

Communication

2.3%

Education

2.1%

Computer Programming

1.6%

Psychology

1.6%

General Education, Specific Areas

1.6%

Biology

1.5%

Graphic Design

1.5%
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Degrees

Bachelors

35.8%

Other

28.0%

Associate

16.2%

Masters

12.9%

Certificate

5.0%

Diploma

1.2%

Doctorate

0.5%

License

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Technical Support Services Manager Salaries

Job Title Company Location Start Date Salary
Head, FM Tech Support Service Transformation Standard Chartered Bank New York, NY Nov 23, 2016 $140,000 -
$190,000
Technical Manager, Support Services Sidereus Technologies, Inc. Los Angeles, CA Sep 08, 2009 $100,000
Technical Manager, Support Services Sidereus Technologies, Inc. Los Angeles, CA Sep 28, 2009 $100,000
IT Support Services Manager Pepperdine University Los Angeles, CA May 10, 2016 $85,155
IT Support Services Manager Pepperdine University Los Angeles, CA Sep 16, 2016 $83,207
Technical Lead, Service Management Support Avery Dennison Corporation Pasadena, CA Dec 05, 2011 $82,000
Technical Lead, Service Management Support Avery Dennison Corporation Brea, CA Dec 06, 2010 $82,000
Technical Support Services Nokia Solutions and Networks Us LLC Irving, TX Feb 23, 2016 $80,205
IT Support Services Manager Pepperdine University Los Angeles, CA Sep 16, 2013 $71,531
Manager-Technology Support for Enrollment Service Kennesaw State University Kennesaw, GA Feb 11, 2013 $67,100
Manager-Technology Support for Enrollment Service Kennesaw State University Kennesaw, GA Mar 28, 2013 $67,100

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Top Skills for A Technical Support Services Manager

ComputerHardwareCustomerServiceDesktopSupportRemoteSupportServicesInternetTroubleTicketsPCInfrastructureCustomerSatisfactionWebCustomerSupportSetupServiceDeskInboundCallsSLALaptopsVideoHelpdeskWindowsXP

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  1. Computer Hardware
  2. Customer Service
  3. Desktop Support
You can check out examples of real life uses of top skills on resumes here:
  • Provided assistance with computer hardware, computer software, printing, program installation, word processing, email and operating systems.
  • Maintained high level customer service interaction within a high traffic retail environment.
  • Recommended creation of Level II Desktop Support Tech position to improve overall efficiency of the Help Desk.
  • Design and implement secure virtual office solutions for remote employees and executives who require access to the corporate network from home.
  • Created the Support Services manual provided to maintenance customers.

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