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)
Explains the significant steps and processes for conducting root cause analysis.
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Level 2 Behaviors
(Light Experience)
Follows best practices and data-gathering techniques for an effective root cause analysis.
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Level 3 Behaviors
(Moderate Experience)
Initiates test incident report for machine breakdown and proposes corrective action plans if required.
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Level 4 Behaviors
(Extensive Experience)
Leads and mentors cross-functional teams with the implementation of appropriate root cause analysis techniques.
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Level 5 Behaviors
(Mastery)
Develops simulation or engineering methodologies with a structured problem-solving approach.
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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 importance of systems installation and support in various business and technology sectors.
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Level 2 Behaviors
(Light Experience)
Documents information about software support activities and product installation processes.
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Level 3 Behaviors
(Moderate Experience)
Guides junior staff and less-experienced employees on systems installation services and techniques.
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Level 4 Behaviors
(Extensive Experience)
Manages the installation, performance monitoring, and support of complex operating systems and databases.
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Level 5 Behaviors
(Mastery)
Keeps current on the latest IT developments to improve product installation and software support services.
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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)
Explains the importance of customer escalation management in ensuring positive customer service.
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Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
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Level 3 Behaviors
(Moderate Experience)
Executes techniques in managing escalations to drive customer incidents to closure.
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Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
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Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
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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 the different features of Linux Operating systems such as RedHat, CentOS, and Ubuntu.
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Level 2 Behaviors
(Light Experience)
Supports the implementation and troubleshooting in a Linux enterprise environment.
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Level 3 Behaviors
(Moderate Experience)
Performs quality assurance testing of applications that run on the Linux store systems.
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Level 4 Behaviors
(Extensive Experience)
Resolves highly complex Linux issues to mitigate and minimize outages.
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Level 5 Behaviors
(Mastery)
Promotes the drive to learn new Linux technologies and shares useful knowledge with our organization.
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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)
Lists the elements and the steps on how to conduct budgeting.
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Level 2 Behaviors
(Light Experience)
Tracks and reports financial inefficiencies to ensure smooth functioning of our budgeting processes.
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Level 3 Behaviors
(Moderate Experience)
Works with senior management in creating appropriate budget amounts.
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Level 4 Behaviors
(Extensive Experience)
Recommends alternative budgeting strategies for resolving budgeting issues in our workplace.
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Level 5 Behaviors
(Mastery)
Introduces technologies, policies, and programs for more effective budget management.
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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)
Lists commonly used tools in workplace planning and organization.
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Level 2 Behaviors
(Light Experience)
Works with specific tools in prioritizing and allocating resources to ensure task accuracy.
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Level 3 Behaviors
(Moderate Experience)
Prepares schedules to plan, organize, and complete priorities promptly.
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Level 4 Behaviors
(Extensive Experience)
Sets short- and long-term objectives to organize team workload and improve efficiency.
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Level 5 Behaviors
(Mastery)
Leads the development of new techniques and strategies to drive effective planning and organization.
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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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