SUPPORT MANAGER

JOB DESCRIPTION

The role of a Support Manager is to lead his technical support and customer assistance teams while ensuring the quality of service provided to users. The Support Manager is also known as Head of Support, Hotline Supervisor or Technical Support Manager. This profile identifies the incidents and malfunctions that are related to its service and tries to find solutions to resolve them and develop functionalities.

REQUIRED QUALITIES

- TECHNIQUES -

Among the main activities of the Support Manager, we can distinguish the management of the support activity, the management of deployments, the management of incidents and team supervision and management. The Support Manager leads the technical support teams. It ensures the quality of service provided to users. To achieve this objective, it analyzes the results obtained and optimizes the assistance procedures.

The Support Manager demonstrates excellent knowledge of IT infrastructures and knows how to analyze and propose solutions adapted to customers. He attaches some importance to the quality of the service delivered.

- SOFT SKILLS -

The soft skills of the Support Manager are:

• Communication
• Organization
• Initiative
• Empathy
• Multi-task
• Curiousity

TRAINING

The profession of Support Manager requires a bac + 2 level diploma, either a BTS or a DUT in IT, electronics or industrial maintenance.

OPPORTUNITIES

The Support Manager finds opportunities in user companies or in IT services companies (Manufacturers, Software Publishers, Service and Engineering Companies).

Over time, the Support Manager can become a Service Manager, a Resource Manager or even a pre-sales consultant.

WAGES

Junior: x K € (0 to 3 years of experience)

Confirmed: 35-48 K € (3 to 6 years of experience)

Senior: 50-68 K € (6 years and over)

To note :

This profile is not necessarily subject to a variable. If this is the case, it will be on average between 8 and 10% of the total compensation

As a recruitment firm specializing in the French digital sector, we are a privileged witness to trends and salary developments in commercial positions. Each year, we offer a Salary Study for Sales professions.

You can read our 2021 study here.