The Information Technology Support Center Manager, or Tech Support Manager, supervises and motivates a staff of tech support specialists, manages the IT service group (aka, “help desk”), helps prioritize tech support requests, and helps ensure prompt, satisfactory resolution of requests and problems.
IT SUPPORT CENTER MANAGER ESSENTIAL DUTIES AND RESPONSIBILITIES
- Motivate a team of tech support personnel (hardware/software specialists) via performance assessment and coaching, career planning, and educational goals
- Supervise tech support quality calibration and validation
- Ensure periodic review, analysis of tech support’s performance; identify opportunities for improvement (with respect to tools, methods, etc.)
- Facilitate resolution in the case of escalated support requests and engage appropriate support personnel
- Ensure appropriate follow-up with external and internal customers
- Make decisions quickly and decisively, often with limited information
Reports directly to the IT Manager (CTO, IT Systems Admin, etc.). Assists and works in conjunction with Information Technology staff and end users to facilitate IT support services.
The IT Support Center 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)|
|ITSD108 IT Incident Handling||Computer & Network (IT)|
|ITSW112 Software Training||Computer & Network (IT)|
|ITTS102 IT Support Center||Computer & Network (IT)|
|ITTS104 IT Troubleshooting||Computer & Network (IT)|
IT SUPPORT CENTER MANAGER QUALIFICATIONS
A bachelor’s degree in information technology or equivalent education/experience level is required. Must have tech support experience at operational and managerial levels.
Must have demonstrated ability to lead a diverse team of computer hardware/software support specialists (technicians). Good communication skills and the ability to work well with technical and non-technical people at all levels are essential, as are strong coaching/mentoring skills. Project management experience preferred but not necessary. Need strong customer support skills and experience.
Prefer candidates with one or more recognized industry certifications (e.g., CompTIA A+, Network+; MCTS; CCNA; CISSP). Experience with Remedy Help Desk is required.
IT SUPPORT CENTER MANAGER PHYSICAL DEMANDS
Ability to communicate orally 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 install, maintain, or exchange 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).
The job is performed indoors in a traditional office setting. Extended periods of sitting while using a computer or other devices are common.