A technical support manager supervises and trains a team of technical support employees, ensuring timely and exemplary customer service. They are responsible for hiring and promoting employees, providing ongoing training, and developing guidelines and procedures to improve customer satisfaction. A bachelor’s degree or equivalent technical education is required, along with familiarity with computers and high-tech products.
A technical support manager is responsible for training, supervising, and motivating a group of technical support employees. Typically, this support team relies on providing customers and clients with exemplary and timely support on the phone and through email and website communications. The manager may work for a third-party support company or be part of an in-house technical support department.
Technical support generally focuses on resolving technical issues related to computer applications or electronic operating systems or devices. Typically, the manager is required to be an expert on all supported products and often interact regularly with vendors, customers, and other department managers. She is also the person who typically selects and hires new employees and makes recommendations for promotions and terminations.
Satisfying customer needs is often the main objective of a technical support manager. She relies on her team to provide practical, expert advice to clients in a friendly and professional manner. To ensure customer satisfaction, she frequently monitors communications to ensure they are free of condescending, impolite or reckless language and attitudes.
Providing ongoing and appropriate training on new and existing systems is an important part of the technical support manager’s job. Typically, you need to be up-to-date on the latest products that your team supports. Once she is educated on system operations and learns what the most common questions will be, it is her responsibility to convey this information clearly to her team. Her ability to effectively train her staff to help resolve customer issues is critical to her and her department’s success.
In addition to training and customer service activities, a technical support manager is typically required to prepare work schedules that ensure adequate customer service coverage at all times. It is generally thought that overworked help desk employees often provide substandard support to customers. Effective staffing by the technical support manager usually avoids this problem.
Another typical responsibility of a technical support manager is to help develop or redesign guidelines and procedures to improve the quality of help your team provides. She regularly monitors customer communications and notes areas where interactions seem unclear or need improvement. Incorporating positive changes into your help desk relationships improves customer and employee satisfaction.
Qualified Technical Support Manager candidates must have a bachelor’s degree or equivalent technical education in computer operations, mathematics, or computer science. Familiarity and knowledge of computers and high-tech products is required. Customer service and customer management experience are advantages for technical support manager job candidates.
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