Roles and Responsibilities of IT Manager/ Support

Introduction

Hello Ninja! Are you a technology geek with a service mindset? Do you have problem-solving skills? Do the possibilities offered by the cutting-edge world of technology intrigue you? If you answered yes, you have the qualities that can make you a great IT manager. If you want to know more about an IT manager's roles and responsibilities, you’ve come to the right place.
Coding Ninjas brings you all the necessary information about the role of IT manager along with the responsibilities of IT manager. Keep reading to find out.

Let us begin by answering a simple question. Who is an IT support manager?

Who is IT Manager or Support

As the name suggests, support means to provide help to grow and develop. An IT support manager supports or helps all the technical departments of an organization. They deal with the customer support department and technical equipment used by the department. They also ensure the smooth running of the software and hardware used by the company.

An IT support manager may also be referred to as an IT manager by different companies. They are responsible for the day-to-day functioning of the IT department of the company. The role of IT manager also includes being the lead to many professionals who work as developers, engineers, support desk staff, etc.

They handle all three levels of technical support.

Level One - basic support by help desk staff.
Level Two - in-depth technical solutions with product problem-solving.
Level Three - high-level expert support using the best technical resources.

IT support manager is a growth-in-demand role. It requires a degree in engineering and management experience or a degree to crack this job.
To guide you throughout the process, Coding ninja has curated this article. We will now learn about the domain of IT managers.

What is the Domain of IT Manager or Support

The word domain refers to the area under control. The domain of the IT support manager will explain all areas an IT manager can control or operate.

The domain of the IT support manager are:

Customer Support
Business Technology
Business Equipment
Troubleshooting

Let us discuss these domains in detail.

Customer Support

Customer satisfaction is incomplete without providing help when needed by the customer. This is the customer support team's duty. They are a team of help desk staff, managers, expert technical engineers, etc. They make sure that every customer’s problem is attended to and resolved.
The whole customer support team falls under the control of an IT manager. The role of IT manager is to ensure the smooth functioning of this domain. They are skilled in interpersonal and business communications with management skills which help them complete this responsibility.

Business Technology

There is software in our phones and laptops, inside the applications, and also inside our TV, fridge, washing machine, etc. Basically, there is the software inside every digital instrument that we use. Similarly, there are different software required for different tasks and functions performed by an organization.
From taking the decision of software to be used by the company to installation, upgradation, and smooth functioning of this software is under the role of IT manager.

Business Equipment

A company uses laptops, desktops, CPUs, smart boards for presentations, projectors, etc. All the devices or digital instruments used by an organization are called business equipment.
From taking the decision of the equipment to be used by the company to installation, upgradation, and smooth functioning of this equipment is under the role of IT manager.

Troubleshooting

This term is widely used in several contexts. Troubleshooting refers to the solving of a complex problem by tracing the problem’s cause. It is the problem-solving solution used by a customer support team. As the name suggests, shooting away the trouble is the purpose of troubleshooting. This means that we find the cause of the problem and then implement the solution to cure the issue.
All the problems faced by the customer are troubleshooting as soon as possible is the responsibility of an IT support manager. The troubleshooting of business equipment and technology is also under the role of IT manager.

Let us now find out how an IT manager contributes to society and the company.

How can IT Manager or Support Improve or Contribute to the Company and Society

There are areas where the role of IT manager has improved citizens' lives by providing them with benefits to improve their lifestyles.

Problem Solver - IT manager ensures that problems faced by customers and employees are solved.
Mentor- IT manager guides and implements ways to enhance the skills of their team.
Customer Experience - IT manager ensures that the customer’s experience is the best. They aim for positive feedback.
Real-Time Solution - they reach solutions in real time because of experience and skills.
Technology knowledge - IT managers have excellent knowledge of software and technologies. They are also aware of the new technologies in the market.
Empathic - as the role of a digital analyst requires customer/user experience enhancement, they promote empathy.

Now that we understand what an IT support manager is, let us move further and learn about their responsibilities.

What are the Responsibilities of IT Manager or Support

Responsibilities of IT manager are mentioned below.

Management of Licenses of business technology and equipment.
Support the HR team with onboarding and offboarding of employees.
Train and enhance the help-desk customer support team.
Maintain and lead the company’s internal technical support team.
Develop documentation on IT budget requirements, routine system operations, etc.
Plan and execute standard business technology and equipment checkups.
Build opportunities like workshops, training programs, etc., to enhance the team with skills.
Manage IT projects
Creating manuals for best practices and IT policies.

The responsibilities of IT manager in all companies are similar to the ones listed above. These might differ depending on the size and operation of a few companies.

Now that you are well-versed in the details of the role of IT manager. Let’s see how to become one.

How to Become IT Manager or Support

Below are the steps you may follow to become a skilled IT support manager.
You can refer to preparation guides by Coding Ninjas to get your preparations started immediately.

Get a Degree

The initial step towards becoming an IT support manager is to obtain a degree in the following fields:

Bachelor of Technology in Computer Science or IT.
Bachelors of Science in Computer Science or IT or management information systems.

A degree in a technical field is a must. The above-listed majors help to stand out.

Entry Level Job

Experience as an IT support technician is mandatory to become an IT manager. When you work as a support executive, you learn the whats and how’s and shortcomings better than an overview. This will help you make better decisions when you become an IT support manager. Thus get yourself an entry-level job in any IT-related field. (IT support department is preferred).

Enhance Leadership Skills

Leadership is one of the most important required skills for an IT support manager. Being able to manage and lead a team effectively comes with practical knowledge. Thus look for opportunities at your entry-level job for acts or tasks of leadership.

Take a Certificate Course

Take up a course to develop communication skills, including interpersonal communication. This can also be learned otherwise, but a course is recommended because its systematically developed modules help one learn better and more effectively.
Along with the easy learning curve of a course, the certificate courses look great in your portfolio. They increase your chances of getting a job.

Improve Problem-Solving Skills

All the work of an IT manager is to ensure problems are being solved. Thus being a problem solver is the key to this role.

A good problem solver follows the following steps to solve any problem effectively.

Understand and analyze the problem.
Develop solutions.
Evaluate and choose the best solution.
Implement the solution.
Measure the results.

Experts train themselves in problem-solving using the above-listed steps.

Master's Degree (Optional)

Getting a master's degree in management will set you off in your career. This ensures the employer that you have the ability to manage a team effectively. There are other ways to learn effective management and showcase that in your portfolio. Thus this step is entirely optional.

Rebuild Portfolio and Apply

Now that you have been working for a company, you know the importance of portfolio building. Thus effectively rebuilding your portfolio, including all you have learned and your experiences. Include your certificates and letter of recommendation.
You are ready to apply for the role of IT manager. Be confident, and do not go to the interview unprepared. You can refer to the interview preparation bundle by Coding Ninjas.

Now we have a roadmap to start preparing for the IT manager position. Let's have a look at the salaries of IT support managers.

What is the Salary of IT Manager or Support

The table below shows the average annual salaries of IT support managers in India.

**The salary mentioned above is only an estimate. The actual salary may vary.**

Skills of IT Manager or Support

We will begin with some of the hard skills you need to master.

Hard Skills

Following is a list of critical skills that an IT manager must have.

Knowledge of Hardware and Software
Networking Protocols and Components Knowledge
Troubleshooting Large Technical Issues Skills
End User Services Working Experience
Advanced Knowledge of O365. Including SharePoint, Exchange Online, Azure AD, and Microsoft Endpoint Manager
Exceptional Customer Service Skills
Desktop Support
Remote Support Experience
Ability to Train-Tech and Non-Tech Audience

Let us now look at the soft skills required in an IT manager.

Soft Skills

Following is a list of behavioral skills employers look for in an IT manager.

Effective Communication Skills
Problem-Solving Skills
Report Writing Skills
Presentation Skills
Patience
Critical Thinking

Skills to Stand Out

Following is a list of skills that will help you stand out from the huge competition in today's corporate companies.

Motivational and Empathy Skills
Customer-Services Oriented
Effective Working Under Pressure
Team Player
Task Oriented
Analytical and Creative Thinking Skills

When you choose a career, you always consider the future scope of that job. So let us find out the future scope of the IT manager job.

Future Picture of IT Manager or Support

In light of the world's growing business technical support demands, IT managers has a bright future. With more education in management and IT, a person can carve out a diverse career. There are many opportunities for aspiring IT support managers as organizations/companies are forever emerging, and thus their demand for technical problem solving and development, which IT support managers serve to survive within the competition.

Organizations are searching for better solutions and solution providers. It is due to emerging advanced technologies and competition. As an IT manager, staying updated with software, technology, and equipment changes is crucial. Doing so will allow you to improve your abilities.

Today, there is a growing demand for qualified IT managers. The industry is expected to boom by introducing new tech, products, and business equipment. As a result, the demand for qualified IT managers will grow more.

Now that you’re aware of the roles and responsibilities of IT manager, why don’t you look at the top companies to which you should consider applying?

Top Companies for the Role of IT Manager or Support

Here’s a list of companies that offer excellent working environments and attractive salaries to IT managers.

Let us now answer some frequently asked questions.

Frequently Asked Questions

What does an IT manager do?

An IT manager develops solutions for the development of the customer support team of an organization. They ensure smooth troubleshooting of customer and employee technical problems.

What are the qualities of a good IT manager?

A skilled IT manager will possess strong problem-solving, leadership, and communication skills. He will also deeply understand the technology and the tech product life cycle.

How can someone become an IT manager after the 12th grade?

Earn a degree in a field related to IT, invest effort into developing relevant skills, practice a lot, work on projects, and start applying for internships before you graduate.

Can someone become an IT manager without a degree?

The possibilities currently are low, but it is still not impossible. All a recruiter wants is whether you have the necessary skills and knowledge for the position.

Can someone from a commerce background become an IT manager?

You can if you have a management degree and strong technical skills. Your skills count, not whether you took a short course or learned them on your own.

Conclusion

In this article, we discussed the roles and responsibilities of IT manager. We also learned about this job's salary, benefits, and other details.
Coding ninjas curated the following articles to guide you toward becoming a professional at your dream company.