What does a Support Manager do?

IT support managers serve in director level roles overseeing the day-to-day operations of an IT support department. They lead a team of IT professionals, which may include developers, programmers, and support desk staff. They select, implement, and oversee the systems and equipment used by the department, including ticketing programs and any automated self-service tools. They establish and enforce department policies, guidelines, and user support standards. They are also accountable for implementing and overseeing an information security program with sufficient safeguards and protocols to keep data secure. They take a lead role in driving strategic planning and directing major initiatives.

IT support managers typically have a bachelor’s degree in a computer science field, and a background in IT roles, including positions with supervisory responsibilities. They must have strong leadership skills and good project management abilities.

What responsibilities are common for Support Manager jobs?
  • Contribute to engagement strategies.
  • Anticipate, plan for and meet increases in customer needs and service levels.
  • Responsible for training of support team personnel on receiving, shipping processes.
  • Assume additional responsibilities and lead special projects as assigned.
  • Personalize the impact of behavior on performance and assignments.
  • Responsible for quality assurance functions.
  • Lead employee performance (including engagement strategies for high performers and corrective actions for lower performers).
  • Create and test job plans to ensure best practices are used.
  • Deliver complex reports via data mining and data warehousing.
  • Ensure departmental production goals, project and daily outputs.
  • Oversee the quality of services provided to customers and secure customer retention.
  • Hold presentations as needed to inform learners about process, career pathways (including earning potential), and role of apprenticeship coach.
  • Ensure the implementation and fidelity of agency designated curriculum.
What are the typical qualifications for Support Manager jobs?
  • Bachelor's or Graduate's Degree in business, computer science or information systems, or equivalent experience.
  • Experience with R Language, SaaS, GIS, Jira, APIs, and Cloud software, systems and processes.
  • Dedicated to successful team management and continuous improvement.
  • A natural collaborator and problem solver.
  • Demonstrated leadership and decision making skills.
  • Comfortable with critical thinking and swift programming needs.
Work/Life Balance
3.7 ★
Salary Range--
Career Opportunity
3.8 ★
Avg. Experience2-4 years

Support Manager Salaries near Canada

Average Base Pay

$60,413 /yr
Not including cash compensation
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Glassdoor Estimated Salary

Support Manager Career Path

Learn how to become a Support Manager, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

Support Manager

Years of Experience Distribution

0 - 1
2 - 4
5 - 7
Not including years spent in education and/or training

Support Manager Insights

Read what Support Manager professionals have to say about their job experiences and view top companies for this career.
Tātau Tātau o Te Wairoa
Business Support Manager
Jul 12, 2023

“Working to create opportunities and career pathways for our people Creating a horticulture industry in Wairoa”

Right at Home UKRight at Home UK
Business Support Manager
Feb 23, 2022

“Truly is a great place to work and look forward to building a long lasting successful career within the organisation.”

Chat Support Head
Nov 12, 2021

“It has been 6 months of working with OneFitPlus and I have got ample opportunities to grow personally and professionally.”

Papaya GlobalPapaya Global
Head of Support
Aug 20, 2023

“Unceasing Learning: One of the most outstanding aspects of Papaya Global is the emphasis on continuous learning.”

Mr Price Branded BargainsMr Price Branded Bargains
Junior Support Manager
Mar 30, 2023

“If looking to build a career a brilliant company to do this with so many opportunities for progression.”

IT Support Manager
Apr 21, 2021

“It is a pleasure to work for such a great team and I look forward to working with them for years to come.”

Rookie Rockstars
Business Support Manager
Apr 12, 2023

“I love the way we can make a real fro tli e difference to the lives of thousands of children and young people.”

Fetch (TX)Fetch (TX)
Resident Support Team Lead
Feb 17, 2023

“It was remote and the pay was good”

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Support Manager Interviews

Frequently asked questions about the role and responsibilities of a Support Manager

The most similar professions to Support Manager are:
  • Customer Care Representative
  • Customer Support Manager
  • Customer Service Manager
  • Customer Relations

Related Careers

Customer Care Representative
No skills overlap
Customer Support Manager
Customer Service Manager
Customer Relations
No skills overlap

Support Manager jobs