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%
$130,039
TOTAL 50%
$136,231
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)
Lists root-cause analysis techniques used for technical problem solving within the platform.
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Level 2 Behaviors
(Light Experience)
Responds to quality issues across our business using root cause problem analysis.
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Level 3 Behaviors
(Moderate Experience)
Monitors the status of assigned projects, troubleshoots incidents to determine the possible source.
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Level 4 Behaviors
(Extensive Experience)
Promotes the use of advanced tools to drive root cause analysis and corrective actions.
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Level 5 Behaviors
(Mastery)
Optimizes root cause failure analysis process for all product machines for maintenance cost reduction.
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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)
Cites the common types of customer escalation systems for proper routing of customer concerns.
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Level 2 Behaviors
(Light Experience)
Adheres to our policies in escalating customer concerns to higher-level departments.
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Level 3 Behaviors
(Moderate Experience)
Checks and analyzes customer service script for escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Creates an escalation framework to ensure prioritization and escalation of higher-level customer issues.
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Level 5 Behaviors
(Mastery)
Builds an escalation model that explains the importance and procedures for each customer service tier.
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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)
Cites basic techniques to have efficient and effective Linux server maintenance.
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Level 2 Behaviors
(Light Experience)
Applies the guidelines for automation of Linux using various scripting tools.
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Level 3 Behaviors
(Moderate Experience)
Implements guidelines for the installation and maintenance of Linux operating systems equipment.
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Level 4 Behaviors
(Extensive Experience)
Collaborates with teams to ensure Linux systems conform to security and connectivity standards.
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Level 5 Behaviors
(Mastery)
Adapts the trends in support requests to help create long-term solutions in the Linux Operating system.
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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)
Compiles a list of basic issues and risks for conducting our budget processes.
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Level 2 Behaviors
(Light Experience)
Applies established guidelines for conducting our budgeting processes.
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Level 3 Behaviors
(Moderate Experience)
Communicates budget objectives and plans to help identify financial trends and create budget forecasts.
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Level 4 Behaviors
(Extensive Experience)
Anticipates organizational income and expenses to make forecasts and develop budget plans.
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Level 5 Behaviors
(Mastery)
Adapts relevant industry trends on techniques in financial budgeting in our organization.
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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)
Cites potential challenges and workplace issues in delegating tasks that may impede well coordinated work.
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Level 2 Behaviors
(Light Experience)
Assists in identifying and breaking tasks into a sequence of steps for a more organized task plan.
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Level 3 Behaviors
(Moderate Experience)
Aligns tasks and priorities with business goals and objectives.
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Level 4 Behaviors
(Extensive Experience)
Creates programs to improve planning and organization of work to achieve business objectives.
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Level 5 Behaviors
(Mastery)
Builds and designs organizational systems and planning tools to enhance overall productivity.
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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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