IT Support Manager

What is an IT support manager?

The IT support manager oversees all IT support professionals, including engineers and helpdesk staff. Through their role, they also help to ensure business IT software and hardware runs smoothly.

IT support managers uphold the help desk escalation process through 1st and 2nd line IT support. As head of the support team, they will be responsible for maintaining a high level of customer satisfaction and finding ways to measure and improve it. They also assist with purchasing and installing IT equipment for the business.

It support manager job description and responsibilities

An IT support manager is the connection between 1st line and 2nd line IT support, and business clients/staff. Their primary objective is to lay out the query escalation process for troubleshooting and to ensure that the helpdesk system remains fit for purpose as the business’ technology evolves.

Aside from these fundamental tasks, an IT support manager will also assist with business technology and equipment, including installation, maintenance and assessments.

IT support manager duties include:

Assessing the technical needs of staff or clients

Establishing and maintaining strong relationships across teams and with staff/clients

Measure service satisfaction levels

Managing and upholding the troubleshooting escalation process

Managing hardware and software

Resolving system and application issues

Assisting with IT equipment sourcing and budgeting

Occasionally working with third parties to rectify issues

Identifying gaps in the support process and amending it accordingly

IT support manager job qualifications, skills and experience

The role of IT support manager should blend management with customer service and technical knowledge. As a basic requirement, they should have a degree in one of the following subjects:

Computer Science

Management

Engineering

Experience in customer service is essential, as is several years’ experience in a 1st or 2nd line IT support role. Employers will be looking for evidence of the following skills:

Excellent software knowledge, including: Microsoft products, MS SQL, Exchange, and Apple iOS system

Excellent knowledge of networking protocols and components

Knowledge of hardware, such as cabling (fibre and wire), wireless products and desktop systems

An IT support manager should have some or all of the following personal characteristics:

Good problem-solving skills

Excellent communication skills, both written and verbal

Critical thinking

Patience

Ability to work well under pressure

Good interpersonal skills

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Salary for IT Support Manager

34250 - 49000

25th percentile

34250

The candidate has little or no prior experience in the position and is still developing relevant skills.

50th percentile

42000

The candidate has an average level of experience and has most of the necessary skills.

75th percentile

49000

The candidate has above-average experience, has most or all the necessary skills, and may have specialised qualifications.

Projected salaries for related positions

Position title

25th percentile

50th percentile

75th percentile

DevOps Manager

82000

97500

113000

Head of Infrastructure

67250

85000

99250

Infrastructure Manager

55500

64250

73500

Network Manager

59000

64750

71250

DevOps Engineer

58250

70750

83250

Cloud Engineer

55000

66250

77250

Network Engineer

52500

60250

70000

Service Delivery Manager

42250

50000

59000

Infrastructure Engineer

46000

54750

63500

Systems Engineer

37500

47000

55000

Network Administrator

34250

38250

44250

Second Line Support

27000

29250

31750

First Line Support

23000

24500

26500

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Our starting salary projections come from a detailed, multistep process that ensures our numbers accurately reflect the marketplace. They’re based on real compensation data for job seekers our recruiters have matched with companies across the country, in addition to 350,000 third-party vacancies data from Textkernel for independent validation.

The Salary Guide From Robert Half is the original. We’ve been publishing salary forecasts since 1950, and our guide has served as a trusted source for employers, job seekers, industry associations, government and educational institutions, and national and local media.