IT Support Manager Job Description [Updated for 2025]

In the digital era, the need for IT Support Managers has become more crucial than ever.

As technology continues to evolve, the demand for skillful individuals who can oversee, manage, and safeguard our IT infrastructure becomes more pressing.

But let’s delve deeper: What’s truly expected from an IT Support Manager?

Whether you are:

• A job seeker trying to understand the core responsibilities of this role,
• A hiring manager shaping your perfect candidate,
• Or simply curious about the intricacies of IT Support Management,

You’ve come to the right place.

Today, we reveal a customizable IT Support Manager job description template, designed for effortless posting on job boards or career sites.

Let’s dive right into it.

IT Support Manager Duties and Responsibilities

IT Support Managers are responsible for coordinating, planning, and leading computer-related activities in an organization.

They help determine the IT needs of an organization and are responsible for implementing computer systems to fulfill the organization’s information systems requirements.

The duties and responsibilities of an IT Support Manager include:

• Overseeing the daily operations of the IT department
• Developing and managing the IT department’s budget
• Ensuring all IT activities are performed within the parameters of applicable laws, codes, and regulations
• Deployment and maintenance of hardware, software, networks and communications
• Directing and prioritizing IT projects and coordinating resources
• Providing technical direction and support to IT staff
• Creating and maintaining documentation for IT procedures, software, and hardware
• Assessing and anticipating technology projects and recommending appropriate action and resources
• Establishing and maintaining relationships with external IT vendors
• Identifying and recommending new technology solutions
• Managing and updating the company’s IT policies and procedures

 

IT Support Manager Job Description Template

Job Brief

We are seeking a skilled IT Support Manager to oversee our IT support team.

The IT Support Manager will manage and coordinate all IT-related matters including systems integration, data, wireless communications, security, and computer hardware and software.

The ideal candidate should have a solid technical background combined with customer service experience.

A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

 

Responsibilities

• Manage and coordinate all IT-related matters including systems integration, data, wireless communications, security, and computer hardware and software.
• Troubleshoot hardware and software issues related to internal IT.
• Guide staff through steps to promote optimal productivity.
• Develop and implement IT policy and best practice guides for the organization.
• Run and share regular operation system reports with senior staff.
• Oversee and determine timeframes for major IT projects including system updates, upgrades, migrations and outages.
• Identify and act on opportunities to improve and update software and systems.
• Conduct regular system audits.
• Lead large IT projects, including the design and deployment of new IT systems and services.

 

Qualifications

• Proven working experience as an IT Manager or relevant experience.
• Excellent knowledge of IT systems and infrastructure.
• Background in designing/developing IT systems and planning IT implementation.
• Solid understanding of data analysis, budgeting and business operations.
• Excellent organizational and leadership skills.
• Outstanding communication abilities.
• BSc/BA in Computer Science, Engineering or a related field; MSc/MA will be a plus.

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: IT Support Manager
• Work Environment: Office setting with options for remote work. Some travel may be required for team meetings or client consultations.
• Reporting Structure: Reports to the IT Director or Chief Information Officer.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $100,000 minimum to $150,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does an IT Support Manager Do?

IT Support Managers generally work in companies across a variety of industries or within IT service firms.

They can also work as independent consultants, offering their expertise to multiple clients.

Their primary role is to lead a team of IT support specialists who provide assistance to employees or customers facing technical issues.

They manage, guide and train their team members to ensure the delivery of high-quality technical support.

IT Support Managers are responsible for setting and managing service levels, conducting performance reviews, and dealing with escalations to ensure timely resolution of IT-related issues.

They interact frequently with end users, understanding their technology-related problems, and work towards resolving them in the most efficient manner possible.

IT Support Managers also liaise with vendors and suppliers, negotiate contracts for the procurement of IT hardware and software, and ensure timely upgrades and maintenance of the IT infrastructure.

In addition, they play a significant role in the development and implementation of IT policies and procedures, and they are often involved in strategic planning and budgeting within the IT department.

 

IT Support Manager Qualifications and Skills

An IT Support Manager should possess a combination of technical expertise, leadership skills and industry knowledge to oversee IT support teams, and manage the delivery of technical support services.

These include:

• Expert understanding of IT systems and infrastructure to resolve complex technical issues and provide strategic direction to the IT support team.
• Strong leadership skills to effectively manage and motivate a team of IT support professionals.
• Exceptional problem-solving skills to diagnose and fix IT issues quickly and efficiently, minimizing downtime and disruption.
• Excellent communication skills to clearly explain complex technical information to non-technical staff, and to liaise effectively with stakeholders at all levels.
• Project management skills to oversee the implementation of new systems and improvements to existing infrastructure.
• Knowledge of IT service management methodologies, such as ITIL, and experience with service desk management tools.
• Customer service skills to ensure user satisfaction and manage relationships with key clients.
• Ability to keep up-to-date with the latest technology trends and apply this knowledge to the role.
• Attention to detail and organizational skills to manage multiple tasks and priorities effectively.

 

IT Support Manager Experience Requirements

IT Support Managers typically require at least 5 to 7 years of experience in IT support or a related field.

Entry-level candidates may start off in roles such as IT Support Specialist, Network Administrator, or Systems Analyst, where they gain a broad understanding of IT systems and processes.

In these roles, professionals gain hands-on experience in managing software and hardware issues, network troubleshooting, system updates, and user support.

It’s also essential to have experience in customer service as this role requires constant communication with users to understand their issues and provide solutions.

After gaining foundational experience, candidates may move into senior roles where they handle more complex tasks and may supervise a team of IT support professionals.

This experience can include project management, strategic planning, and team leadership.

For the IT Support Manager role, candidates with more than 7 years of experience are preferred.

They should have substantial technical expertise, managerial experience, and a strong ability to troubleshoot complex IT issues.

They are often expected to have experience in managing large teams and dealing with high-level strategic planning.

Specifically, they must have a deep understanding of the organization’s IT infrastructure, a proven track record of managing IT projects, and experience implementing IT policies and procedures.

Finally, IT Support Managers are typically expected to have advanced certifications and degrees in IT or related fields.

 

IT Support Manager Education and Training Requirements

IT Support Managers typically hold a bachelor’s degree in computer science, information technology or a related field.

This provides the foundational knowledge needed for understanding the technicalities and intricacies of IT support.

During their degree, they should develop a solid understanding of networking, databases, software and hardware systems, and possibly specialize in areas such as cybersecurity or cloud computing.

Depending on the complexity of the organization’s IT infrastructure, some businesses may require IT Support Managers to hold a master’s degree in Information Systems or a similar field.

This advanced degree can help to deepen their understanding of high-level IT strategies and systems management.

Certifications are also highly beneficial for an IT Support Manager.

Such certifications may include Microsoft Certified: Azure Administrator Associate, CompTIA A+, Network+, or Security+, or Cisco Certified Network Associate (CCNA).

These certifications validate their skills and knowledge in specific areas such as networking, security, or cloud administration.

Practical experience is an essential part of becoming an IT Support Manager.

A background in IT support or a related role is typically required, with several years of experience often expected.

This experience allows them to develop problem-solving skills, a key trait needed for managing IT support.

Finally, as they will be managing a team, some businesses may require IT Support Managers to have experience or training in management or leadership.

This may be gained through work experience or through a qualification such as a Master of Business Administration (MBA).

 

IT Support Manager Salary Expectations

An IT Support Manager can expect to earn an average salary of $85,249 (USD) per year.

The actual salary can fluctuate depending on factors such as years of experience, certifications, the size of the organization, and the location of employment.

 

IT Support Manager Job Description FAQs

What skills does an IT Support Manager need?

An IT Support Manager needs a broad set of technical skills, including knowledge of hardware, software, networks, and systems.

They also need to have excellent problem-solving skills to troubleshoot IT issues effectively.

As they manage a team, strong leadership, communication, and organizational skills are crucial.

Finally, since they frequently interact with non-technical staff, they should be able to explain complex IT concepts in a way that non-IT personnel can understand.

 

Do IT Support Managers need a degree?

While not always a strict requirement, most IT Support Managers have a degree in a related field such as Information Technology or Computer Science.

Some also have a Master’s degree in Business Administration or a related field.

Additionally, relevant work experience and professional certifications in IT are often required.

 

What should you look for in an IT Support Manager resume?

When reviewing an IT Support Manager’s resume, look for a strong background in IT, including experience with various technologies and systems.

Leadership experience is important as this role involves managing a team.

Certifications such as CompTIA A+, Network+, or ITIL can also be beneficial.

Finally, look for evidence of problem-solving skills and the ability to manage IT projects and budgets.

 

What qualities make a good IT Support Manager?

A good IT Support Manager is knowledgeable about IT, proactive, and solution-oriented.

They should be able to anticipate and mitigate potential IT issues before they become a problem.

As leaders, they should be able to motivate their team, delegate tasks effectively, and foster a positive work environment.

Good communication skills are also important as they often act as a liaison between the IT department and other areas of the business.

 

What is the role of an IT Support Manager in cybersecurity?

IT Support Managers play a crucial role in cybersecurity.

They are responsible for implementing security measures, ensuring the system’s integrity and protecting sensitive data.

They also oversee the response to security breaches, coordinate system recovery, and ensure lessons are learned to prevent future attacks.

Additionally, they often provide training to staff on cybersecurity best practices.

 

Conclusion

There you have it.

Today, we’ve unveiled the true essence of what it means to be an IT Support Manager.

And guess what?

It’s not just about fixing technical issues.

It’s about shaping the technological backbone of the business, one troubleshooting ticket at a time.

With our handy IT Support Manager job description template and real-world examples, you’re ready to take the leap.

But why stop there?

Delve further with our job description generator. It’s your next step towards crafting pinpoint-accurate job listings or honing your resume to perfection.

Remember:

Every solved IT issue is a step towards smoother business operations.

Let’s shape that future. Together.

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