IT Support Engineer Manager Job Description
Job Title: IT Support Engineer Manager
Overview/Summary of the role:
The IT Support Engineer Manager is responsible for managing a team of technical support professionals and ensuring the timely resolution of technical issues, while also ensuring the delivery of high-quality customer service. The role requires an individual who is highly skilled in technical support, has extensive knowledge of IT, and can lead a team to provide excellent service and support to customers.
Responsibilities and Duties:
- Managing a team of technical support personnel and providing guidance and supervision to ensure the team delivers high-quality support.
- Ensuring that customer issues are resolved in a timely manner, and that a high level of customer satisfaction is maintained at all times.
- Maintaining knowledge of current technical tools and trends to provide the most effective support to customers.
- Recruiting and training new technical support staff and ensuring that they have the necessary skills to provide excellent service to customers.
- Developing and implementing processes and procedures to increase the efficiency of the technical support team.
- Managing IT support equipment, software, and hardware systems.
- Maintaining records of technical support requests, resolutions, and customer interactions.
- Providing technical support to internal teams and external customers.
Qualifications and Skills:
Hard Skills:
- Expert knowledge in IT Support
- Knowledge of networking systems and protocols
- Excellent problem-solving skills
- Understanding of Microsoft Windows, macOS, and iOS systems
- Experience with printers, scanners, and other peripherals
- Knowledge of service desk ticketing systems
- Understanding of IT service management
- Familiarity with remote application support tools
Soft Skills:
- Excellent communication skills to interact with customers and internal teams
- Strong leadership and management skills
- Ability to multitask and prioritize tasks in a fast-paced environment
- Ability to work independently as well as part of a team
- Excellent customer service and interpersonal skills
Education and Experience:
Required:
- Bachelor's degree in Computer Science or a related field
- Minimum of 5 years' experience in IT Support
- Management experience in a technical support role
Preferred:
- Master's degree in Computer Science or a related field
- Certifications in IT support, such as CompTIA A+ or Microsoft Certified Systems Engineer (MCSE)
- Experience working in a large enterprise IT environmentLicensing (if applicable):
Depending on the industry, specific certifications, licenses or credentials may be required for a manager of IT support engineering. For instance, some employers may ask for CompTIA A+, Network+, CCNA, or Microsoft Certified Systems Engineer (MCSE) certification.
Typical Employers:
IT support engineer managers can find employment opportunities with various organizations, ranging from technology-focused firms, banks, healthcare providers, educational institutions, government agencies, and many others. Additionally, some companies may hire these professionals on a contract basis.
Work Environment:
IT support engineer managers typically work in office environments, but may also work remotely or travel to different sites to meet clients or customers. They may work in shifts, particularly those who oversee global IT support teams to ensure 24/7 coverage.
Career Pathways (both leading to this position and next positions):
To become an IT support engineer manager, several years of technical support and IT management experience are necessary. Typically, one would progress from a technical support role, to an advanced technical support role, then to a support team lead, and finally to IT support engineer manager. Some may start their career with a degree in computer science or an IT-related field.
From this position, IT support engineer managers can continue advancing to senior IT management roles, such as IT director, CIO, or IT project manager.
Job Growth Trend (USA and Global):
According to the U.S. Bureau of Labor Statistics (BLS), employment of computer and information technology (IT) managers, including IT support engineer managers, is projected to grow by 10% from 2019 to 2029, which is much faster than the average for all occupations. Companies will continue to seek IT support engineers to develop and supervise computer networks and systems, and services will continue to expand. On a global scale, similar trends are also seen in many countries.Career Satisfaction:
IT Support Engineer Managers generally report high levels of job satisfaction. They enjoy the challenge of managing various teams and ensuring that all IT systems are running smoothly. They also enjoy being able to use their technical skills and knowledge to find solutions to complex problems.
Related Job Positions:
- Help Desk Manager
- IT Manager
- Network Manager
- Systems Administrator
- IT Operations Manager
Connected People:
IT Support Engineer Managers interact with a wide range of people in their daily work, including:
- IT Support Technicians
- Network Engineers
- Systems Administrators
- IT Project Managers
- IT Directors/Executives
- Business Users
Average Salary:
According to Glassdoor, the average salary for an IT Support Engineer Manager in the following countries is:
- USA: $88,317 per year
- UK: £44,803 per year
- Germany: €77,916 per year
- India: ₹2,059,416 per year
- Brazil: R$170,000 per year
Benefits Package:
IT Support Engineer Managers typically enjoy a comprehensive benefits package that may include:
- Health insurance
- Retirement savings plan
- Paid time off
- Sick leave
- Employee training and development programs
- Flexible work schedule options
- Life insurance
Schedule and Hours Required:
IT Support Engineer Managers typically work full-time during standard business hours. However, they may be required to work outside these hours in order to resolve urgent technical issues or implement system upgrades outside of regular working hours. Additionally, they may be on-call for periods of time in case of emergencies.Level of Autonomy:
As an IT Support Engineer Manager, some level of autonomy is expected. You'll be responsible for managing your team and ensuring that they're working towards the company's IT goals. You'll also be expected to identify and implement improvements to IT processes and procedures. However, you'll be working closely with other departments such as the IT team, HR, and senior management, and will need to collaborate and communicate effectively in ensuring that your team members are working effectively across the organization.
Opportunities for Professional Development and Advancement:
As an IT Support Engineer Manager, you'll have considerable opportunities for professional development and advancement. You can take on additional responsibilities, manage larger teams, or graduate into IT leadership roles. Additionally, there are numerous opportunities to expand your skills and knowledge through training and certification programs. In some instances, you may even be offered career progression incentives such as company-funded IT-related courses or an annual conference.
Specialized Skills or Knowledge Required:
To be eligible for this role, you should have relevant qualifications, including a degree or diploma in computer science, IT support, or a related discipline. Additionally, you should have at least five years of experience in IT support and management. Leadership and people management skills, an understanding of software, hardware, and networking, problem-solving abilities, excellent communication, and time management skills are important for this role. Other desirable skills include project management, attention to detail, excellent customer service, and process evaluation.
Physical Demands:
The physical demands of this job are comparatively minimal, as it requires extensive work with computer systems and online service delivery. However, it is essential to ensure that you have appropriate ergonomic equipment to avoid eye strain, back and neck pain, and other issues that may arise when spending long periods working on a computer.
Tools and Technologies Used:
To function effectively as an IT Support Engineer Manager, you'll need to be familiar with and experienced in using various tools and technologies. These include helpdesk software, database management, server management, and network management software. Additionally, it is essential to stay up to date with emerging technologies such as cloud computing, software as a service, and big data analysis.Work Style:
As an IT Support Engineer Manager, the work style should involve effective management skills, critical thinking, problem-solving, analytical skills, and effective communication skills. The person should be result-oriented and work towards achieving the company's goals and objectives. They should be able to manage multiple projects at once and prioritize accordingly. Time management skills are also essential to ensure that deadlines are met. The IT Support Engineer Manager should also stay up-to-date with the latest developments in IT and apply them to the company's processes.
Working Conditions:
The working conditions for an IT Support Engineer Manager may vary based on the company's structure and operations. Typically they work in an office environment, for standard business hours. They may be required to work overtime, including evenings and weekends, to ensure the department is running smoothly. They may also need to be on call to address urgent situations outside of business hours.
Team Size and Structure:
The size and structure of the IT Support Engineer team can vary based on the company's size and operations. In smaller companies, the manager may manage a team of IT support specialists while in larger companies, they may manage multiple teams of IT support personnel. The manager may also work with other teams within the company such as operations and development teams.
Collaboration and Communication Requirements:
The IT Support Engineer Manager must have excellent communication skills to communicate effectively with the other departments within the company. They should also be able to collaborate well within their own team, providing guidance and support to their team members. Additionally, they should be adept in building relationships with external vendors and clients to support the company's IT infrastructure.
Cultural Fit and Company Values:
The IT Support Engineer Manager should embody the company values and culture. They should be willing to learn and adapt to the company's values and work style. They should be ethical, professional, and committed to the company's goals and objectives. The manager should also be dedicated to delivering excellent customer service to the clients or users of the IT systems.
Overview/Summary of the role:
The IT Support Engineer Manager is responsible for managing a team of technical support professionals and ensuring the timely resolution of technical issues, while also ensuring the delivery of high-quality customer service. The role requires an individual who is highly skilled in technical support, has extensive knowledge of IT, and can lead a team to provide excellent service and support to customers.
Responsibilities and Duties:
- Managing a team of technical support personnel and providing guidance and supervision to ensure the team delivers high-quality support.
- Ensuring that customer issues are resolved in a timely manner, and that a high level of customer satisfaction is maintained at all times.
- Maintaining knowledge of current technical tools and trends to provide the most effective support to customers.
- Recruiting and training new technical support staff and ensuring that they have the necessary skills to provide excellent service to customers.
- Developing and implementing processes and procedures to increase the efficiency of the technical support team.
- Managing IT support equipment, software, and hardware systems.
- Maintaining records of technical support requests, resolutions, and customer interactions.
- Providing technical support to internal teams and external customers.
Qualifications and Skills:
Hard Skills:
- Expert knowledge in IT Support
- Knowledge of networking systems and protocols
- Excellent problem-solving skills
- Understanding of Microsoft Windows, macOS, and iOS systems
- Experience with printers, scanners, and other peripherals
- Knowledge of service desk ticketing systems
- Understanding of IT service management
- Familiarity with remote application support tools
Soft Skills:
- Excellent communication skills to interact with customers and internal teams
- Strong leadership and management skills
- Ability to multitask and prioritize tasks in a fast-paced environment
- Ability to work independently as well as part of a team
- Excellent customer service and interpersonal skills
Education and Experience:
Required:
- Bachelor's degree in Computer Science or a related field
- Minimum of 5 years' experience in IT Support
- Management experience in a technical support role
Preferred:
- Master's degree in Computer Science or a related field
- Certifications in IT support, such as CompTIA A+ or Microsoft Certified Systems Engineer (MCSE)
- Experience working in a large enterprise IT environmentLicensing (if applicable):
Depending on the industry, specific certifications, licenses or credentials may be required for a manager of IT support engineering. For instance, some employers may ask for CompTIA A+, Network+, CCNA, or Microsoft Certified Systems Engineer (MCSE) certification.
Typical Employers:
IT support engineer managers can find employment opportunities with various organizations, ranging from technology-focused firms, banks, healthcare providers, educational institutions, government agencies, and many others. Additionally, some companies may hire these professionals on a contract basis.
Work Environment:
IT support engineer managers typically work in office environments, but may also work remotely or travel to different sites to meet clients or customers. They may work in shifts, particularly those who oversee global IT support teams to ensure 24/7 coverage.
Career Pathways (both leading to this position and next positions):
To become an IT support engineer manager, several years of technical support and IT management experience are necessary. Typically, one would progress from a technical support role, to an advanced technical support role, then to a support team lead, and finally to IT support engineer manager. Some may start their career with a degree in computer science or an IT-related field.
From this position, IT support engineer managers can continue advancing to senior IT management roles, such as IT director, CIO, or IT project manager.
Job Growth Trend (USA and Global):
According to the U.S. Bureau of Labor Statistics (BLS), employment of computer and information technology (IT) managers, including IT support engineer managers, is projected to grow by 10% from 2019 to 2029, which is much faster than the average for all occupations. Companies will continue to seek IT support engineers to develop and supervise computer networks and systems, and services will continue to expand. On a global scale, similar trends are also seen in many countries.Career Satisfaction:
IT Support Engineer Managers generally report high levels of job satisfaction. They enjoy the challenge of managing various teams and ensuring that all IT systems are running smoothly. They also enjoy being able to use their technical skills and knowledge to find solutions to complex problems.
Related Job Positions:
- Help Desk Manager
- IT Manager
- Network Manager
- Systems Administrator
- IT Operations Manager
Connected People:
IT Support Engineer Managers interact with a wide range of people in their daily work, including:
- IT Support Technicians
- Network Engineers
- Systems Administrators
- IT Project Managers
- IT Directors/Executives
- Business Users
Average Salary:
According to Glassdoor, the average salary for an IT Support Engineer Manager in the following countries is:
- USA: $88,317 per year
- UK: £44,803 per year
- Germany: €77,916 per year
- India: ₹2,059,416 per year
- Brazil: R$170,000 per year
Benefits Package:
IT Support Engineer Managers typically enjoy a comprehensive benefits package that may include:
- Health insurance
- Retirement savings plan
- Paid time off
- Sick leave
- Employee training and development programs
- Flexible work schedule options
- Life insurance
Schedule and Hours Required:
IT Support Engineer Managers typically work full-time during standard business hours. However, they may be required to work outside these hours in order to resolve urgent technical issues or implement system upgrades outside of regular working hours. Additionally, they may be on-call for periods of time in case of emergencies.Level of Autonomy:
As an IT Support Engineer Manager, some level of autonomy is expected. You'll be responsible for managing your team and ensuring that they're working towards the company's IT goals. You'll also be expected to identify and implement improvements to IT processes and procedures. However, you'll be working closely with other departments such as the IT team, HR, and senior management, and will need to collaborate and communicate effectively in ensuring that your team members are working effectively across the organization.
Opportunities for Professional Development and Advancement:
As an IT Support Engineer Manager, you'll have considerable opportunities for professional development and advancement. You can take on additional responsibilities, manage larger teams, or graduate into IT leadership roles. Additionally, there are numerous opportunities to expand your skills and knowledge through training and certification programs. In some instances, you may even be offered career progression incentives such as company-funded IT-related courses or an annual conference.
Specialized Skills or Knowledge Required:
To be eligible for this role, you should have relevant qualifications, including a degree or diploma in computer science, IT support, or a related discipline. Additionally, you should have at least five years of experience in IT support and management. Leadership and people management skills, an understanding of software, hardware, and networking, problem-solving abilities, excellent communication, and time management skills are important for this role. Other desirable skills include project management, attention to detail, excellent customer service, and process evaluation.
Physical Demands:
The physical demands of this job are comparatively minimal, as it requires extensive work with computer systems and online service delivery. However, it is essential to ensure that you have appropriate ergonomic equipment to avoid eye strain, back and neck pain, and other issues that may arise when spending long periods working on a computer.
Tools and Technologies Used:
To function effectively as an IT Support Engineer Manager, you'll need to be familiar with and experienced in using various tools and technologies. These include helpdesk software, database management, server management, and network management software. Additionally, it is essential to stay up to date with emerging technologies such as cloud computing, software as a service, and big data analysis.Work Style:
As an IT Support Engineer Manager, the work style should involve effective management skills, critical thinking, problem-solving, analytical skills, and effective communication skills. The person should be result-oriented and work towards achieving the company's goals and objectives. They should be able to manage multiple projects at once and prioritize accordingly. Time management skills are also essential to ensure that deadlines are met. The IT Support Engineer Manager should also stay up-to-date with the latest developments in IT and apply them to the company's processes.
Working Conditions:
The working conditions for an IT Support Engineer Manager may vary based on the company's structure and operations. Typically they work in an office environment, for standard business hours. They may be required to work overtime, including evenings and weekends, to ensure the department is running smoothly. They may also need to be on call to address urgent situations outside of business hours.
Team Size and Structure:
The size and structure of the IT Support Engineer team can vary based on the company's size and operations. In smaller companies, the manager may manage a team of IT support specialists while in larger companies, they may manage multiple teams of IT support personnel. The manager may also work with other teams within the company such as operations and development teams.
Collaboration and Communication Requirements:
The IT Support Engineer Manager must have excellent communication skills to communicate effectively with the other departments within the company. They should also be able to collaborate well within their own team, providing guidance and support to their team members. Additionally, they should be adept in building relationships with external vendors and clients to support the company's IT infrastructure.
Cultural Fit and Company Values:
The IT Support Engineer Manager should embody the company values and culture. They should be willing to learn and adapt to the company's values and work style. They should be ethical, professional, and committed to the company's goals and objectives. The manager should also be dedicated to delivering excellent customer service to the clients or users of the IT systems.