Skills & Competencies for Software Support Manager

Software Support Manager job profile

Book a Demo and Receive a Sample Job Profile

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%
$130,315
TOTAL 50%
$136,523
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
BOOK A DEMO

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 concepts and benefits of root cause analysis in process improvement.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects data for investigations and troubleshooting processing issues for root cause analysis.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Guides the data collection and review process to support the root cause analysis operations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Improves and updates the fundamental nature of systems and procedures based on the root cause analysis results.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs corrective action plan to notify and solve principal customers with major issues.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers feedback from clients on software support services to help identify areas of improvement.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Provides technical support to clients by identifying, analyzing, and resolving their software issues and concerns.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Oversees the execution of all software support functions to ensure timely resolution of all end-users needs.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Keeps current on the latest IT developments to improve product installation and software support services.
See 4 More Skill Behaviors
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)
Knows how to use the escalation matrix to identify escalation level for resolution.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies the severity of conflicts and issues to make labeling decisions with minimal escalation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes techniques in managing escalations to drive customer incidents to closure.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Sets de-escalation approaches to facilitate respectful troubleshooting conversations with customers.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes an escalation management framework to avoid incorrect and insufficient issue resolution.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Selects and works with appropriate Linux command to execute an action.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Monitors Linux systems performance and ensures compliance with security standards.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Improves existing systems and processes in implementing Linux system management.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Monitors technology development and industry directions to adopt advanced functions and features.
See 4 More Skill Behaviors
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 different purposes and uses of our organization's budgets.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Produces budget reports showing planned vs. actual variances highlighted and explained.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Reviews and helps approve major budget adjustments to negotiate and reconcile line variances.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors budgeting processes to ensure adherence to our organization's financial practices and standards.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Forecasts asset needs to leverage available inventory and data compilation for annual budgeting.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies key implications of ineffective planning and organization that affects decision-making.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Leverages key performance indicators to measure progress completion against performance metrics.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages the planning and sequencing of activities to create well-planned schedules and achieve goals on time.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes standards for planning and organization processes to align efforts with business goals.
See 4 More Skill Behaviors
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.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.