TECHNICAL SUPPORT MANAGER SUMMARY OF FUNCTIONS

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

ORGANIZATIONAL RELATIONSHIPS

Reports directly to the Computer & Network Systems Administrator. Works with other IT staff to effect rapid corrections and, more importantly, corrective and preventive actions to prevent the occurrence or recurrence of problems.

PROCEDURES

The Technical Support Manager Job Description is mentioned in the following procedures:

Procedure ID and Name	Policies & Procedures Manual
ITAD102 IT Records Management	IT Policies and Procedures Templates
ITAD104 IT Device Naming Conventions	Computer & Network (IT)
ITAD106 Network Infrastructure Standards	Computer & Network (IT)
ITAD110 IT Department Satisfaction	Computer & Network (IT)
ITAM101 IT Asset Standards	Computer & Network (IT)
ITAM102 IT Asset Management	Computer & Network (IT)
ITAM104 IT Asset Assessment	Computer & Network (IT)
ITAM105 IT Asset Installation Satisfaction	Computer & Network (IT)
ITSD105 Computer Malware	Computer & Network (IT)
ITSW112 Software Training	Computer & Network (IT)/Software Development
ITTS102 IT Support Center	Computer & Network (IT)
ITTS104 IT Troubleshooting	Computer & Network (IT)

TECHNICAL SUPPORT MANAGER QUALIFICATIONS

A bachelor’s degree in computer science or electrical engineering is required; an MBA in information management is desirable. 5+ years of experience in technical support (help desk) is desired, though a similar amount of experience in a customer support role would be very helpful.

Experience as a team leader in any area of IT will be considered. Good communication skills and the ability to work well with people at all levels are essential; must be customer focused. Strong computer, analytical, organizational skills. Must be able to work quickly and methodically. Need a problem solver. Want someone with a positive, take-charge attitude. Prefer someone with appropriate project management and/or tech support management certification.

Experience using Remedy is important – experience managing with Remedy ITSM even better.

TECHNICAL SUPPORT MANAGER PHYSICAL DEMANDS

Ability to communicate well orally and in writing with customers, vendors, management, and coworkers is crucial. Regular use of phone and email for communication is essential. Hearing and vision correctable to within normal ranges is essential for normal conversations, receiving ordinary information, and preparing or inspecting documents.

The ability to remain in a stationary position roughly 50% of the time, as well as the ability to move about the office occasionally (accessing files/storage, office equipment, computers and other office productivity devices, attending meetings, etc.), is required.

Using a computer while sitting for extended periods is common. Must also be able to position self to maintain equipment, including under tables and desks.

No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and carrying binders, laptops) may be required. Good manual dexterity required to use common office equipment (e.g., computers, mobile devices, calculators, copiers, scanners).