Technical Service Support Manager: Job Description & Career Info

A technical service support manager answers questions and provides guidance to end-users of technical products and services. They may provide customer service on behalf of a manufacturer or work as part of a company's in-house support team, assisting employees with technical issues that arise in the workplace. Read on to learn more about the requirements and benefits of this occupation.

Career Definition for a Technical Service Support Manager

Technical service support managers resolve issues for end-users of various forms of technology. They provide information via phone, e-mail, websites, or in person for technological products used in industries ranging from renewable energy and agriculture to scientific research and telecommunications. Technical service support managers may document service issues, compile 'tech notes' detailing specific information about a product or application, maintain 'knowledge bases' of support information, post information to support websites, and provide customer feedback to research and development teams working on product upgrades. They often work for product manufacturers, service providers, scientific research companies, academic institutions, government agencies, and municipalities throughout the United States.

Education Bachelor's degree in field of specialty usually required
Job Skills Analytical, detail orientation, management, computer skills
Median Salary (2018)* $55,810 for supervisors of office and administrative support, $50,980 for computer user support specialists
Job Growth (2016-2026)* 3% for supervisors of office and administrative support, 11% for computer support specialists

Source: *U.S. Bureau of Labor Statistics

Education Requirements

Technical service support managers generally have a bachelor's degree in the field in which they specialize, such as life sciences, agriculture, computer science, or business administration. Employers may also require service support certification related to a specific industry. Membership in a professional organization, such as the Association of Support Professionals (ASP) may enhance job prospects with networking opportunities and industry information.

Skill Essentials

Technical service support managers must be analytical and detail-oriented with excellent troubleshooting and problem-solving abilities. They must have strong communication, leadership and management skills, in addition to excellent customer service skills and the ability to assist and train end-users. Technical service support managers also need strong computer skills and proficiency with word processing and spreadsheet software programs. Multiple language skills may be helpful for some positions.

Economic Forecast and Career Outlook

Although the U.S. Bureau of Labor Statistics does not provide data specifically for technical service support managers, it did publish that employment in the field of first-line supervisors of office and administrative support workers is expected to grow by 3% from 2016-2026; the BLS also reported that computer support specialists could reasonably expect job opportunities to increase by 11% through the end of the decade in 2026. Respective median salaries for these positions in 2018 were $55,810 and $50,980 (for computer user support specialists).

Alternate Career Options

Check out these other choices in computer and customer support:

Customer Service Representative

High school graduates can learn the skills to process orders, deal with customers' complaints and give out information about services and products while on the job. Those working in finance or insurance may be required to pass a qualifying exam. The BLS reported the annual median salary for customer service representatives as $33,750 in 2018 and projected an average growth rate of 5% for available positions from 2016 through 2026.

Network and Computer Systems Administrator

Normally having a bachelor's degree in a field related to computers, information science or electrical engineering, these administrators then pursue employment determining organizations' computer system needs, installing and maintaining network software and hardware, adding users, training users and solving problems within computer systems. According to BLS figures, these administrators earned a median income of $82,050 per year in 2018 and could anticipate an average employment rise of 6% through 2026.


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