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IT Support Manager Job Description

Job Title: IT Support Manager

Overview/Summary of the role:
The IT Support Manager is responsible for overseeing technical support teams who provide maintenance and resolve issues pertaining to the organization’s IT infrastructure. This role is critical in ensuring that technology is operating effectively and in line with the company’s goals and objectives. The IT Support Manager must possess the ability to effectively supervise the support team, work collaboratively with other IT professionals, and maintain a high level of technical expertise in order to provide comprehensive support services.

Responsibilities and Duties:
• Manage and supervise IT support teams in their daily activities and technical support requests
• Ensure timely resolution of technical support requests and incidents
• Implement technical support processes and service level agreements that comply with organizational goals and objectives
• Work collaboratively with other IT professionals to design and implement new systems
• Ensure all equipment and systems are running efficiently
• Develop and maintain a technical support knowledge base for team members
• Create and maintain technical documentation which includes the IT infrastructure and system setup

Qualifications and Skills:

Hard Skills:
• In-depth knowledge of IT infrastructure, systems and networks
• Experience working with computer systems, software and applications
• Proven track record of supervising an IT support team
• Familiarity with implementing ITIL and Service Level Agreements to meet organizational goals and objectives
• Experience in designing and implementing IT projects
• Ability to regularly analyze system and service levels and make recommendations for improvement
• Ability to solve complex technical issues

Soft Skills:
• Excellent verbal and written communication skills
• Strong leadership and managerial skills
• Ability to work collaboratively and effectively manage multiple priorities
• Demonstrated ability to work under pressure and meet deadlines
• Excellent customer service skills

Education and Experience:

• Bachelor’s degree in Computer Science, Information Technology or a relevant field
• At least five years of experience in an IT support role including supervising technical staff
• Solid understanding of ITIL and Service Level Agreements

• Master's degree in IT or an equivalent degree
• A+ and other technical certifications relevant to the job.

The IT Support Manager plays a critical role in ensuring the efficiency and functionality of an organization's IT systems. By leveraging their technical and managerial skills, the IT Support Manager ensures that technical support services are provided promptly, efficiently and in a way that is aligned with the company's strategic objectives. This position requires someone with extensive technical knowledge, excellent leadership skills, and a customer service-oriented mindset.


IT Support Managers do not typically require licensure. However, IT management positions may be required to hold certain certifications such as CompTIA A+, Network+ and Security+ certifications to demonstrate knowledge and expertise in the field. Additionally, certification in ITIL (Information Technology Infrastructure Library) or ITSM (IT Service Management) may be preferred.

Typical Employers:

IT Support Managers may work in a variety of industries, including healthcare, hospitality, finance, technology, and educational institutions. They may work in-house for large businesses or organizations, or they may work for specialized IT service providers.

Work Environment:

IT Support Managers typically work in office settings, either as part of an internal IT team or as a part of a contracted IT services provider. They may be required to work long hours, including evenings and weekends, to ensure the smooth operation of systems and networks. IT Support Managers may also be required to be on call outside of regular business hours to address urgent issues or emergencies.

Career Pathways:

Leading to this position, individuals may start in entry-level IT support roles, such as a Help Desk Technician or Desktop Support Technician. After gaining experience and knowledge of IT systems and software, individuals may be promoted to IT Support Specialist or IT Support Analyst, before obtaining a management role.

Next positions for IT Support Managers may include IT Director, Chief Information Officer (CIO), or Program Manager in IT. Alternatively, some IT Support Managers may choose to specialize in a specific area like Information Security, which can lead to positions like Information Security Manager, Chief Security Officer (CSO), or even Ethical Hacker.

Job Growth Trend:

According to the US Bureau of Labor Statistics, employment of Computer and Information Systems Managers (which includes IT Support Managers) is projected to grow 10 percent from 2019 to 2029, faster than the average for all occupations. The rise of cyber threats and the increasing importance of information technology in various industries is expected to continue to drive demand for qualified IT professionals, including IT Support Managers, in the United States and globally.

Career Satisfaction:
Being an IT Support Manager can be a rewarding career for those who enjoy working with technology and helping people. Many IT Support Managers find satisfaction in resolving complex issues, creating efficient processes, and ensuring the smooth functioning of IT systems within a company. According to, the average job satisfaction rating for IT Support Managers is 3.9 out of 5.

Related Job Positions:
Other job positions that are related to IT Support Manager include:

1. IT Manager
2. Help Desk Manager
3. Technical Support Manager
4. Network Administrator
5. System Administrator

Connected People:
Positions that an IT Support Manager would be interacting with include:

1. IT Support Specialists
2. IT Technicians
3. Network Engineers
4. System Administrators
5. Department Heads/Users

Average Salary:
The average salary of an IT Support Manager varies depending on location and experience. According to, the average salary for IT Support Managers in the following countries is:

1. USA: $76,341
2. UK: £41,540 ($53,172)
3. Germany: €65,000 ($76,573)
4. India: ₹900,000 ($12,102)
5. Brazil: R$102,864 ($19,369)

Benefits Package:
The benefits package for an IT Support Manager can vary widely depending on the organization. Typically, a benefits package includes health insurance, retirement plans, paid time off, and education/ professional development opportunities. Other benefits may include flexible work arrangements, employee discounts, and bonus/ incentive plans.

Schedule and Hours Required:
The schedule and hours required for an IT Support Manager typically align with the organization's business hours, which are generally 9 am to 5 pm. Depending on the organization and its IT needs, an IT Support Manager may be required to work additional hours or be on call for after-hours support. However, some organizations offer flexible work hours and remote work options for IT Support Managers.

Level of Autonomy:
The IT Support Manager role typically requires a moderate level of autonomy. While they will receive guidance and direction from higher-level IT management, they are responsible for overseeing their team and managing projects independently. They are also responsible for making decisions related to how IT support services are provided, prioritizing tasks, managing budgets, and ensuring compliance with relevant policies and regulations.

Opportunities for Professional Development and Advancement:
There are many opportunities for professional development and advancement in the IT Support Manager role. Some common ways to advance include obtaining additional certifications, attending conferences and workshops, networking with other professionals in the field, and pursuing higher-level education. Professional development and training opportunities may be offered through the company, or the IT Support Manager may be expected to seek out their own training and development opportunities.

Specialized Skills or Knowledge Required:
The IT Support Manager must have a strong foundation in IT concepts and principles, including network management, cybersecurity, hardware and software troubleshooting, and customer service. They should also have excellent leadership, communication, and organizational skills, as they will be responsible for managing a team of IT support specialists, overseeing multiple IT projects, and effectively communicating with stakeholders across the organization.

Physical Demands:
The IT Support Manager role typically does not require significant physical demands beyond sitting for extended periods of time, using a computer or other office equipment, and occasionally lifting or moving equipment.

Tools and Technologies Used:
The IT Support Manager must be knowledgeable about a wide range of technology tools and platforms, including various operating systems, networking equipment, software applications, cybersecurity tools, and cloud-based technologies. They must also be able to use project management software and other collaborative tools to manage their team and projects effectively. Some examples of tools and technologies commonly used by IT Support Managers include Active Directory, Microsoft Exchange, Salesforce, and Cisco routers and switches.

Work Style: An IT Support Manager should possess strong analytical and problem-solving skills to identify and address IT-related issues. They should have exceptional leadership qualities to lead a team of support staff and work collaboratively with IT and other departments. Additionally, an IT Support Manager should stay up-to-date with emerging technological trends to ensure the company's infrastructure is efficient and cost-effective.

Working Conditions: An IT Support Manager may work long hours and irregular schedules since IT support is a 24/7 operation. They may work in an office or remote location; the job can involve some travel to remote sites. An IT Support Manager is exposed to computer screens for long periods, and it is essential to have a comfortable and ergonomic workspace.

Team Size and Structure: IT Support Manager may lead a team of support staff, which can range from a few members to a large pool of technicians, depending on the company's size and complexity of the IT infrastructure. They should have strong management skills to delegate tasks, mentor and train junior technicians to ensure a high level of performance.

Collaboration and Communication Requirements: An IT Support Manager should be an excellent communicator, capable of interacting with various teams and departments to achieve the company's IT objectives. They should collaborate with IT leaders to provide effective IT solutions and strategies to meet business needs. Additionally, they should possess excellent written and verbal communication skills to document and report IT-related issues and recommendations.

Cultural Fit and Company Values: An IT Support Manager should be aligned with the company's values and culture. They should be passionate about delivering excellent service to their colleagues and clients while following the company's ethical standards. They should be committed to continuous learning and self-improvement to keep up with the company's evolving needs and technological advancements.