A support service manager is in charge of a group of professionals who are trained to offer support, guidance, and assistance to users of specific products and services. An experienced support service manager is usually a specialist in a particular field. This person may also perform customer service duties on behalf of a manufacturer, depending on the field. This person may also work as part of a company’s in-house support team, assisting employees with a variety of workplace issues so that customers are served efficiently and correctly. A knowledgeable manager and qualified support staff can help any business run as smoothly as possible.
This type of support manager typically holds a bachelor’s degree and has extensive experience in their field of specialization. These people are usually educated in engineering, computer science, or business administration, and they may have a service support certification in a specific field. A member of the Association of Support Professionals (ASP) or another organization, which requires a certain level of experience and expertise, may also be a support service manager. Whatever industry the service manager works in, his or her experience, education, and affiliations are almost always matched a formidable set of skills.
A support service manager is typically an analytical and detail-oriented person with strong problem-solving and communication skills, as well as the traits of a good leader. Most importantly, because this position may interact directly with end users on a daily basis, excellent customer service, patience, and teaching abilities are required for success. When working in an environment where technology is prevalent, a support service manager and team must be skilled computer users with a broad understanding of a variety of software applications. Effective support managers can be accurately measured specific accomplishments during the course of a business day, in addition to having the necessary knowledge and skill set.
The ability to quickly and correctly solve problems for users of various types of technology, services, and products is the foundation of support service management. Support managers frequently assist product manufacturers in achieving a higher level of quality creating documentation, databases, and new media based on the information they gather from the problems they solve and the users they assist. These professionals serve as educators, guiding those with limited understanding down a path of productivity and success, whether they solve problems face to face or through some form of communication technology.