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%
$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
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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)
Defines appropriate tools in performing root cause analysis.
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Level 2 Behaviors
(Light Experience)
Assists in document analysis to determine causal factors and the root causes of recurring problems.
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Level 3 Behaviors
(Moderate Experience)
Consults on the utilization of root cause analysis approaches and techniques.
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Level 4 Behaviors
(Extensive Experience)
Conducts root cause failure analysis investigations in production and maintenance processes.
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Level 5 Behaviors
(Mastery)
Creates standard documentation process to maintain relevant root cause analysis data and report.
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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)
Cites best practices in gathering and processing installation and support requests from clients.
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Level 2 Behaviors
(Light Experience)
Assists in conducting computer diagnostics to investigate and resolve technical issues for clients.
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Level 3 Behaviors
(Moderate Experience)
Analyzes technical specifications to determine and plan the installation of software systems.
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Level 4 Behaviors
(Extensive Experience)
Evaluates project plans regarding software product installations and upgrades for release and implementation.
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Level 5 Behaviors
(Mastery)
Conceptualizes strategic plans to optimize the speed and efficiency of software installation and 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)
Determines root cause of dissatisfaction to effectively handle escalation situations.
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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)
Explains Linux native firewall and system services.
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Level 2 Behaviors
(Light Experience)
Researches basic Linux-related hardware and software to support system development efforts.
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Level 3 Behaviors
(Moderate Experience)
Manages the Linux Servers to secure the servers according to the Policy Compliance Management requirements.
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Level 4 Behaviors
(Extensive Experience)
Evaluates program performance to identify security vulnerabilities in the Linux system components.
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Level 5 Behaviors
(Mastery)
Establishes best practices and efficient maintenance strategies for the Linux platform.
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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)
Describes the procedures for capital and expense allocation and budgeting.
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Level 2 Behaviors
(Light Experience)
Gathers financial data to help support management in budgeting analysis and forecasting.
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Level 3 Behaviors
(Moderate Experience)
Prepares and reviews the annual budgeting process to ensure effective and efficient budgeting.
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Level 4 Behaviors
(Extensive Experience)
Evaluates past decisions on budgetary considerations to improve the budgeting process.
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Level 5 Behaviors
(Mastery)
Establishes operating procedures to guide the consistency and repeatability of our budgeting processes.
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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)
Documents best practices in planning and organizing work to address important tasks.
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Level 2 Behaviors
(Light Experience)
Discusses the positive and negative outcomes of planning and organization in the workplace.
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Level 3 Behaviors
(Moderate Experience)
Helps set up new practices to anticipate and address the needs of planning and organization initiatives.
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Level 4 Behaviors
(Extensive Experience)
Facilitates the adoption of advanced tools to streamline the process of planning and organization.
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Level 5 Behaviors
(Mastery)
Develops best practices in planning and organizing activities to improve organizational efficiency.
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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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