Skills & Competencies for Software Support Manager

Software Support Manager job profile

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JOB SUMMARY for Software Support Manager

Oversees software support staff.

JOB RESPONSIBILITIES for Software Support Manager

Manages department budget to ensure goals are met. Establishes and maintains relationships with engineering and software development. Provides advanced troubleshooting skills to resolve technical problems. Researches, reports and corrects any quality assurance issues.

Software Support Manager SALARY RANGE

BASE 50%
$136,638
TOTAL 50%
$143,151
Job Level
M02
Job Code
IT10000270
Education/Degree
Bachelor's Degree
Reports To
Head of a Unit/Department

Software Support Manager Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Software Support Manager skill and competencie below to view definitions.
INDUSTRY COMPETENCIES JOB FAMILY COMPETENCIES CORE COMPETENCIES
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3 hard skills or competencies (industry competencies) for Software Support Manager

1 Industry Competency – Root Cause Analysis
Proficiency Level -4
Skill definition-Identifying and analyzing the causes of issues to reduce recurrence using problem-solving techniques.
Level 1 Behaviors
(General Familiarity)
Describes the methodologies of root cause analysis and its applications.
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Level 2 Behaviors
(Light Experience)
Conducts visual inspection of related equipment, tools, and machinery to determine root causes.
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Level 3 Behaviors
(Moderate Experience)
Implements resolutions and plans based on root cause analysis reports and related research.
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Level 4 Behaviors
(Extensive Experience)
Improves and updates the fundamental nature of systems and procedures based on the root cause analysis results.
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Level 5 Behaviors
(Mastery)
Develops data-gathering strategies to enable early detection of defects and root causes.
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2 Industry Competency – Software Product Installation and Support
Proficiency Level -4
Skill definition-Conducting installation and support functions to keep software products up to date and ensure the maintenance of custom software solutions.
Level 1 Behaviors
(General Familiarity)
Describes the functions of servers and protocols involved in software installation and automation.
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Level 2 Behaviors
(Light Experience)
Assists in testing all installed systems to ensure proper performance and compliance with client requirements.
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Level 3 Behaviors
(Moderate Experience)
Conducts software installation and support functions following technical and client requirements.
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Level 4 Behaviors
(Extensive Experience)
Implements strategic plans for installing and maintaining software systems to meet IT goals and needs.
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Level 5 Behaviors
(Mastery)
Establishes and executes technical support models that address and meet the organization’s specialized needs.
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3 Software Support Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Software Support Manager
Proficiency Level - 4
5 Competency for - Software Support Manager
Proficiency Level - 5

3 general skills or competencies (Job family competencies) for Software Support Manager

1 Job Family Competencies – Customer Escalation Management
Proficiency Level -3
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Discusses the proper workflow in managing the customer escalation process.
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Level 2 Behaviors
(Light Experience)
Documents negative feedback from our customers into the escalation system for proper escalation.
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Level 3 Behaviors
(Moderate Experience)
Determines root cause of dissatisfaction to effectively handle escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer service techniques in creating solutions to common escalation causes.
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Level 5 Behaviors
(Mastery)
Constructs escalation and contingency plans to improve customer service and conflict resolution process.
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2 Job Family Competencies – Linux
Proficiency Level -2
Skill definition-Managing a system's hardware and resources using a Unix-like open-source operating system.
Level 1 Behaviors
(General Familiarity)
Lists and describes basic concepts and frameworks of the Linux operating system.
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Level 2 Behaviors
(Light Experience)
Supports management in the maintenance of the Unix and Linux infrastructure servers.
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Level 3 Behaviors
(Moderate Experience)
Operates multiple Linux-based servers on physical and virtual platforms in support of program initiatives.
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Level 4 Behaviors
(Extensive Experience)
Optimizes and develops fixes and new features related to the Linux Operating System.
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Level 5 Behaviors
(Mastery)
Monitors technology development and industry directions to adopt advanced functions and features.
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3 Software Support Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Software Support Manager
Proficiency Level - 4
5 Competency for - Software Support Manager
Proficiency Level - 5

11 soft skills or competencies (core competencies) for Software Support Manager

1 Core Competencies – Budgeting
Proficiency Level -2
Skill definition-Applying specific policies, tools and practices to plan and prepare projected revenues, expenses, cash flows, and capital expenditures.
Level 1 Behaviors
(General Familiarity)
Explains the importance of budget reporting and forecasting in our workplace.
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Level 2 Behaviors
(Light Experience)
Supplies supporting information and justification for major line items.
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Level 3 Behaviors
(Moderate Experience)
Utilizes software tools and applications to forecast our annual budget accurately.
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Level 4 Behaviors
(Extensive Experience)
Provides in-depth training to our entire organization about the zero based budgeting methodology.
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Level 5 Behaviors
(Mastery)
Forecasts asset needs to leverage available inventory and data compilation for annual budgeting.
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2 Core Competencies – Planning and Organizing
Proficiency Level -3
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Explains the importance of planning and organization in building a good working environment.
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Level 2 Behaviors
(Light Experience)
Identifies key implications of ineffective planning and organization that affects decision-making.
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Level 3 Behaviors
(Moderate Experience)
Leverages key performance indicators to measure progress completion against performance metrics.
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Level 4 Behaviors
(Extensive Experience)
Manages the planning and sequencing of activities to create well-planned schedules and achieve goals on time.
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Level 5 Behaviors
(Mastery)
Establishes standards for planning and organization processes to align efforts with business goals.
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3 Software Support Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Software Support Manager
Proficiency Level - 4
5 Competency for - Software Support Manager
Proficiency Level - 5

Summary of Software Support Manager skills and competencies

There are 3 hard skills for Software Support Manager, Root Cause Analysis, Software Product Installation and Support, Software Field Support.
3 general skills for Software Support Manager, Customer Escalation Management, Linux, Programming.
11 soft skills for Software Support Manager, Budgeting, Planning and Organizing, Coordination, etc.
While the list totals 17 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Software Support Manager, he or she needs to be proficient in Budgeting, be skilled in Planning and Organizing, and be skilled in Coordination.

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