Technical support manager
The Technical Support Manager and his/her team manage technical incidents relating to a company's websites and applications. Their aim is to deliver a quality user experience.
The support manager intervenes between a company and its users. They are responsible for technical support for a website or application. They respond to technical malfunctions by analysing incidents reported by users, writing reports to diagnose the problems and proposing effective solutions.
In addition to resolving technical problems, the support manager is responsible for coordinating the company's customer support commitments. He or she ensures that the various components of the customer relationship, such as commercial and technical support, delivery performance and maintenance, are respected.
The technical support manager excels at diagnosing faults and anomalies and has excellent technical knowledge of the products and services offered by the company. They quickly identify and resolve technical problems encountered by users. To do this, they use problem-solving methods, procedures and tools specific to the company's business. You will be familiar with the company's CRM and ERP systems, as well as ticketing solutions such as Jira.
Team management plays a central role in this job: he/she leads and motivates his/her team on a daily basis to maintain their performance. They are proficient in the main office software packages, particularly word processing and presentation software (Office pack, OpenOffice suite). They are at ease with computer-assisted maintenance management software (CMMS). Fluency in one or more foreign languages is useful, as you will be dealing with a large number of foreign contacts.
The Technical Support Manager is organised, autonomous and knows how to prioritise tasks. Their ability to communicate and listen enables them to understand and respond to users' needs. As a manager, they must inspire, motivate and lead their team with diplomacy and empathy. Knowledge of the sector and an interest in technical issues complete their profile, enabling them to provide relevant and proactive support.
Candidates can follow a sandwich course in infrastructure and information systems and then go on to study for a Master's degree, such as :
IEP or engineering school diplomas also offer training in understanding the technical and political aspects of information technologies.
Technical support managers may aspire to positions of greater responsibility within their company. Depending on their expertise, they may be promoted to systems engineer, cloud developer or IT security expert - jobs that require a thorough understanding of IT infrastructures.
Beyond the technical side, support managers can also progress to management and leadership roles, such as service manager or IT manager. These positions enable them to manage larger teams and supervise more ambitious projects.
Their in-depth knowledge of products and customer needs also enables them to become pre-sales consultants or technical sales representatives.