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Technical Support Specialist Manager Job Description

Job Title: Technical Support Specialist Manager

Overview/Summary of the Role:
A Technical Support Specialist Manager is responsible for overseeing and leading a team of technical support specialists who are responsible for providing effective and efficient technical support services to customers. The manager is responsible for ensuring that the technical support specialists are providing high-quality services, meeting customer satisfaction targets, and keeping assigned technical support tasks on schedule. The Technical Support Specialist Manager is also responsible for ensuring that the technical support team members are continuously engaged in their work, motivated, and meeting their performance targets.

Responsibilities and Duties:
• Lead and manage a team of technical support specialists.
• Train and mentor technical support specialists to enhance their technical skills, customer service skills, and communication skills.
• Create and maintain an effective communication channel between technical support specialists and other team members.
• Develop and implement technical support policies and procedures that align with the company's objectives and requirements.
• Create and monitor goals and objectives for technical support specialists to achieve high levels of customer satisfaction and continuous improvement.
• Ensure that technical support services are provided in a timely and efficient manner.
• Manage customer escalations and ensure that they are resolved in a timely manner.
• Conduct regular performance evaluations to assess the team's performance and develop plans to address areas of improvement.
• Report and provide insights on the technical support team's performance to management
• Continuously monitor reports and work orders to ensure that they are on schedule.

Qualifications and Skills:

Hard skills:
• Strong technical knowledge and expertise on hardware, software, operating systems, and networks.
• Excellent troubleshooting and problem-solving skills
• Experience with Help Desk or Call Center operations management
• Capable of project management responsibilities
• Experience in delivering technical training to employees
• Proficient in Microsoft Office applications

Soft skills:
• Strong leadership and management skills
• Excellent verbal and written communication skills
• High level of customer service orientation
• Collaboration and teamwork capabilities
• Adaptability to handle changing situations
• Strong critical thinking and decision-making abilities

Education and Experience:

• Bachelor's degree in Information Technology, Computer Science, or related field
• Minimum of 5 years experience in technical support

• ITIL or HDI Certification
• Previous experience in technical support team management.

Licensing (if applicable):
A Technical Support Specialist Manager typically does not require any specific licensing, but having industry-standard certifications like CompTIA A+, Network+, Security+, or Microsoft certifications, etc. can be beneficial.

Typical Employers:
Technical Support Specialist Managers can be employed by various companies, including software development firms, technology manufacturers, telecommunications companies, and other tech-related businesses.

Work Environment:
Technical Support Specialist Managers can work in different settings, including offices, data centers, and customer service centers. The work may involve a lot of interactions with employees and clients, which may result in a high-stress environment.

Career Pathways (both leading to this position and next positions):
To become a Technical Support Specialist Manager, one must first have experience working as a Technical Support Specialist or a related position such as a Support Technician or Technical Support Analyst. Professionals can improve their chances of moving up the ladder by pursuing leadership courses, certifications, and diplomas. The next steps in this career path could include a position such as an IT Manager, Service Desk Manager, or Director of Technical Support.

Job Growth Trend (USA and Global):
According to the Bureau of Labor Statistics, computer and information technology occupations are projected to grow 11% from 2029 to 2029, which is much faster than the average for all occupations. The demand for Technical Support Specialist Managers will continue to rise as technology advances and more companies rely on technical support to resolve users' computer or software issues. With the growing reliance on technology across the globe, the demand for Technical Support Specialists is also expected to increase globally.

Career Satisfaction:

As a Technical Support Specialist Manager, one can experience high levels of job satisfaction due to the dynamic nature of the job profile. The role combines technical expertise with managerial skills, which provides a challenging work environment for professionals who enjoy multitasking and problem-solving. The job offers opportunities to lead and coach a team, implement new technologies, and engage with customers to provide technical support. Successful resolution of technical issues and customer service satisfaction can be rewarding, leading to high job satisfaction.

Related Job Positions:

Below are a few job positions related to Technical Support Specialist Manager:

1. Help Desk Manager
2. IT Support Manager
3. Technical Manager
4. Customer Support Manager
5. Technical Support Engineer

Connected People:

As a Technical Support Specialist Manager, the following people would be interacting with on a regular basis:

1. Technical support engineers
2. Customer service representatives
3. Project managers
4. IT managers
5. Sales and marketing managers
6. Customer support specialists

Average Salary:

The average salary for a Technical Support Specialist Manager can vary significantly depending on several factors such as experience, location, and industry. Below are the average salaries for this job profile in five different countries:

1. USA - $80,000 per year
2. UK - £41,000 per year
3. Germany - €60,000 per year
4. India - Rs. 1,200,000 per year
5. Brazil - R$90,000 per year

Benefits Package:

The benefits package for Technical Support Specialist Manager may include:

1. Health insurance
2. Life insurance
3. Paid time off
4. Retirement plans
5. Sick leave
6. Bonuses and incentives

Schedule and Hours Required:

Typically, Technical Support Specialist Manager may work up to 40 hours a week. However, the work schedule can vary depending on business needs or projects. The job may also include occasional work on weekends or holidays. The role may involve working in an office or remotely, depending on the company's policies.

Level of Autonomy:

As a Technical Support Specialist Manager, you will have a high level of autonomy in your job. You will be responsible for managing your team and ensuring that they are meeting their goals and objectives. You will need to have a strong understanding of the technical issues your team is facing and be able to make informed decisions about the best course of action to take.

Opportunities for Professional Development and Advancement:

There are a variety of opportunities for professional development and advancement in the field of technical support. As a Technical Support Specialist Manager, you may choose to pursue additional training in areas such as project management, customer service, or technical skills. Additionally, you may be able to advance to higher-level management positions within your organization.

Specialized Skills or Knowledge Required:

To succeed as a Technical Support Specialist Manager, you will need to have a range of specialized skills and knowledge. You should have a strong understanding of technical support processes and be able to lead your team in resolving complex technical issues. Additionally, you should have excellent communication and interpersonal skills, as you will be working closely with both technical and non-technical staff.

Physical Demands:

The physical demands of a Technical Support Specialist Manager are generally minimal. You will be working in an office environment and should be able to sit and work at a computer for extended periods of time. However, you may need to travel occasionally to meet with clients or attend industry conferences.

Tools and Technologies Used:

As a Technical Support Specialist Manager, you will be working with a variety of tools and technologies. These may include help desk software, remote access tools, network monitoring tools, and hardware and software troubleshooting tools. You should have a strong understanding of these technologies and be able to train your team on their use.

Work Style:
A Technical Support Specialist Manager should exhibit excellent problem-solving skills, ability to multitask and prioritize tasks, keen attention to detail, and possess exceptional communication abilities. They must have a passion for technology and keep up with the latest advancements in the field. The ideal candidate should also be a quick learner and adapt to changes quickly.

Working Conditions:
The role of Technical Support Specialist Manager requires working full-time in an office environment. They may be required to work extended hours, including evenings and weekends, to meet urgent job requirements. The job can be demanding and stressful, as Technical Support Specialist Manager often deal with customers who are frustrated and upset due to technical issues.

Team Size and Structure:
As a Technical Support Specialist Manager, you would manage a team of technical support specialists. The size of the team depends on the organization's size and the customer base. Typically, the team size ranges from 5 to 20 members. The team structure comprises of Technical Support Specialists who provide technical support to customers and report to the Technical Support Specialist Manager.

Collaboration and Communication Requirements:
A Technical Support Specialist Manager needs to communicate effectively with the team, customers, and stakeholders. They collaborate with other teams, such as product development and customer success teams to ensure that the customer's issues are resolved efficiently. They must have strong leadership abilities to manage team members, coach, and mentor them to achieve organizational goals.

Cultural Fit and Company Values:
A Technical Support Specialist Manager must align with the company's culture and core values. They must put the customer first and provide the best customer experience by delivering prompt, courteous, and professional Technical Support. The candidate should also fit into the organization's culture and be a team player to achieve team objectives.