Technical support managers supervise a company's technical support. They must provide their team with strong leadership and direction to increase productivity. Being able to resolve the issues of customers and employees, being able to motivate a team, and being able to identify problems and recommend improvements to technical support processes are vital.
Strong computer skills, leadership traits, and technical accreditations are a must for technical support managers, as is an ability to troubleshoot problems, think critically, and come up with solutions to a wide array of technological service issues as they arise. Familiarity with software and hardware troubleshooting, service, and repair is a must.
In general, technical support managers must be familiar with technical support industry standards and practices, and they must have worked in technical support roles in the past.
Technical Support Manager Tasks
- Plan, direct, and coordinate of the internal information technology help desk.
- Oversee critical production events, targeting and managing trend analysis and metrics reporting.
- Perform administrative management of technical support and queue management.
- Perform extensive customer communication.
- Hire, review, and fire non-management employees.