Technical Support Manager Job Description

Requirements and Responsibilities

Manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Recommends changes to products or services to fulfill customer needs. Requires a bachelor's degree. Typically reports to top management. Manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. Typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. The Technical Support Manager is responsible for the day-to-day operation of the organization’s computer systems and network, ensuring 24/7 operation of systems and when problems arise, effecting quick and permanent solutions. TECHNICAL SUPPORT MANAGER ESSENTIAL DUTIES AND RESPONSIBILITIES Direct and coordinate a team of tech support specialists/help desk technicians Prioritize IT-related problems as they come in to Help Desk and escalate when necessary Assign problems/tasks to tech support specialists Regularly analyze and review logs to determine if problems are imminent and develop solutions before they occur Analyze situations and determine resources needed to solve them Make decisions quickly, often with limited information Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions Ensure ongoing training for tech support staff; advise tech support staff on career planning; maintain and analyze training records