The Software Support Manager oversees the day-to-day operations of Software Support, which advises and guides users of internally and externally developed applications.
Reports directly to the IT Manager. Works with Software Development, Technical Support, and other software-related departments.
The Software Support Manager Job Description is mentioned in the following procedures:
|Procedure ID and Name||Policies & Procedures Manual|
|ITSW101 IT Project Definition||Computer & Network(IT)/Software Development|
A bachelor’s degree in business administration, finance, or computer science is required. Must have 5 or more years of experience as a service desk/help desk manager or installation/integration services manager or equivalent work experience within the (type of) industry.
Need experience with and a strong commitment to rigorous, quality-driven process methods. Must have strong presentation, interpersonal written and oral communication skills. Require project management experience; candidates with PMP are preferred.
Must have demonstrated the ability to provide consistent, high quality responsiveness and overall service to clients. Need to be able to build successful relationships with clients (in-house users) via telephone, email, IM, and in person. Presentation skills are necessary.
5+ years of experience with Java and/or C# required; experience with UML, Rational preferred.
Ability to communicate orally with customers, vendors, management, and coworkers is crucial. Regular use of phone, email, etc., 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 and on racks.
Occasional heavy lifting (30+ lbs.) can be expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and carrying binders, laptops) is more common. 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 and in computing facilities. Extended periods of sitting while using a computer or other devices are common.
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