What does a Support Manager do?

Learn all about Support Manager duties, skills and much more. Get expert advice on how to become a Support Manager.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A support manager provides customer service and technical support to customers. They may also provide training to new or existing employees on how to use company products and services.

Support Manager job duties include:

  • Providing support to employees and customers
  • Managing support staff
  • Training new support staff
  • Handling customer inquiries and complaints
  • Escalating issues to upper management
  • Monitoring support activity levels
  • Generating reports on support activity
  • Identifying areas for improvement in the support process
  • Making recommendations to upper management on how to improve the support process

Support Manager Job Requirements

A Support Manager typically needs a Bachelor's degree in computer science, information systems, or a related field. They may also need certification in project management and/or experience leading and managing customer support teams. In addition, they should have strong analytical, problem-solving, and interpersonal skills.

Support Manager Skills

  • Communication
  • Organization
  • Time management
  • Customer service
  • Active listening
  • Problem solving
  • Decision making
  • Stress management
  • Teamwork
  • Conflict resolution
  • Negotiation

Related: Top Support Manager Skills: Definition and Examples

How to become a Support Manager

There are many different types of support managers, each with their own unique skills and responsibilities. However, there are some commonalities among all support managers that are essential for success in this role. First and foremost, support managers must be excellent communicators. They must be able to clearly and effectively communicate with both customers and team members. They must also be able to manage customer expectations and handle difficult customer situations.

In addition to being excellent communicators, support managers must also be strong leaders. They must be able to motivate and inspire their team members to do their best work. They must also be able to provide clear direction and guidance when needed. Furthermore, they must be able to build strong relationships with their team members. Lastly, support managers must be good problem-solvers. They must be able to quickly identify and resolve issues that arise.

If you possess these qualities and skills, then you may have what it takes to become a successful support manager. To get started in this career, you will likely need at least a bachelor’s degree in business or a related field. Additionally, experience working in customer service or technical support is also helpful. If you have the necessary education and experience, then you can begin applying for support manager positions at companies of interest.

Related: Support Manager Resume Example

Related: Support Manager Interview Questions (With Example Answers)