Skills & Competencies for Technical Support Manager

Technical Support Manager job profile

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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
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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)
Explains the importance of customer support in meeting customer needs and expectations.
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Level 2 Behaviors
(Light Experience)
Identifies customer needs and requirements to meet customer support expectations.
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Level 3 Behaviors
(Moderate Experience)
Leverages tools and resources to provide prompt customer service troubleshooting.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvements to our customer support tools and methods to drive customer satisfaction.
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Level 5 Behaviors
(Mastery)
Establishes best practices in customer support to enhance customer satisfaction and retention.
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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)
Explains the difference between remote support and phone support.
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Level 2 Behaviors
(Light Experience)
Identifies the challenges and risks in facilitating remote communication with customers.
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Level 3 Behaviors
(Moderate Experience)
Helps develop a hotline for customer complaints to ensure prompt delivery of remote support services.
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Level 4 Behaviors
(Extensive Experience)
Integrates new methods in delivering remote access to enhance the overall support experience.
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Level 5 Behaviors
(Mastery)
Develops strategic plans to streamline the overall remote support delivery and ensure customer retention.
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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)
Explains common symptoms of inefficient processes that call for business process improvement.
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Level 2 Behaviors
(Light Experience)
Collects feedback directly from staff involved in the new process mapping.
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Level 3 Behaviors
(Moderate Experience)
Manages process improvements to ensure that the entire system works efficiently.
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Level 4 Behaviors
(Extensive Experience)
Expedites processes by switching from sequential tasks to simultaneous tasks.
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Level 5 Behaviors
(Mastery)
Leads the reorganization of the workforce based on the agreed and desired outcomes.
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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)
Discusses the considerations and concerns on applying SOP for the first time.
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Level 2 Behaviors
(Light Experience)
Documents the SOP drafts and outlines for final approval.
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Level 3 Behaviors
(Moderate Experience)
Initiates SOP revisions to support continuous improvement of processes.
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Level 4 Behaviors
(Extensive Experience)
Evaluates the benefits and drawbacks of a specific SOP; oversees the corresponding enhancements.
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Level 5 Behaviors
(Mastery)
Establishes formal policies and procedures to guide the our SOP practices.
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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.

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