Skills & Competencies for Technical Support Manager

Technical Support Manager job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Technical Support Manager

Manages technical service-related operations for an organization.

JOB RESPONSIBILITIES for Technical Support Manager

Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Recommends changes to products or services to fulfill customer needs.

Technical Support Manager SALARY RANGE

BASE 50%
$133,956
TOTAL 50%
$147,411
Job Level
M02
Job Code
SC16000603
Education/Degree
Bachelor's Degree
Reports To
Top Management

Technical 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 Technical Support Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

11 general skills or competencies (Job family competencies) for Technical Support Manager

1 Job Family Competencies – Customer Support
Proficiency Level -3
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Describes the process flow in delivering customer care support.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents customer interactions to track the promptness and effectiveness of provided resolutions.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Handles complex issues and inquiries of customers to avoid escalations and increase service.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Evaluates alternative service delivery mechanisms to satisfy customer requests and needs.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs operational workflows to ensure quality technical support and positive customer feedback.
See 4 More Skill Behaviors
2 Job Family Competencies – Remote Support
Proficiency Level -3
Skill definition-Leveraging support tools and software to provide remote and instant access in addressing issues on customers' device.
Level 1 Behaviors
(General Familiarity)
Describes the key principles in providing effective remote support.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents call notes to ensure capturing of data essential in remote support troubleshooting.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes policies and standards in providing remote support access to mitigate possible security risks.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers training sessions on the best practices on remote access security to increase customer satisfaction.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds and designs tools to optimize remote support capabilities and improve customer service.
See 4 More Skill Behaviors
3 Technical Support Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Support Manager
Proficiency Level - 4
5 Competency for - Technical Support Manager
Proficiency Level - 5

14 soft skills or competencies (core competencies) for Technical Support Manager

1 Core Competencies – Business Process Improvement
Proficiency Level -2
Skill definition-Proactively defining, analyzing, and streamlining existing business processes within an organization to meet new quotas or standards of quality.
Level 1 Behaviors
(General Familiarity)
Describes the core principles of business process improvement.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects data from various channels to support analysis of business processes.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Develops alternative solutions to business process improvement and assesses their feasibility.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Evaluates reported issues and restructures the workflow design.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Facilitates the implementation of business process improvement strategies.
See 4 More Skill Behaviors
2 Core Competencies – Standard Operating Procedures (SOP)
Proficiency Level -3
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Describes the purposes and benefits of Standard Operating Procedures (SOP).
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents the SOP drafts and outlines for final approval.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Implements the use of SOP throughout our business to drive efficiency.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Enhances the SOP management system to improve efficiency and user experience.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs a Standard Operating Procedure (SOP) strategy to align with our business objectives.
See 4 More Skill Behaviors
3 Technical Support Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Technical Support Manager
Proficiency Level - 4
5 Competency for - Technical Support Manager
Proficiency Level - 5

Summary of Technical Support Manager skills and competencies

There are 0 hard skills for Technical Support Manager.
11 general skills for Technical Support Manager, Customer Support, Remote Support, Service Delivery, etc.
14 soft skills for Technical Support Manager, Business Process Improvement, Standard Operating Procedures (SOP), Budgeting, etc.
While the list totals 25 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 Technical Support Manager, he or she needs to be proficient in Business Process Improvement, be skilled in Standard Operating Procedures (SOP), and be proficient in Budgeting.

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.