IT support manager job description.

What does an IT support manager do?

 

An IT support manager leads technical support teams and ensures end users receive effective service. They oversee support processes, manage incidents and SLAs, and coordinate team efforts across multiple sites or departments.

 

Key responsibilities include setting team goals, developing support procedures, leading escalations, and reporting to IT leadership on system issues or trends. They also support hiring and training support staff.

 

In growing companies, they help build scalable support systems. In larger businesses, they often manage multiple teams or regions and ensure service consistency across departments.

 

Key responsibilities of an IT support manager.

 

IT support managers lead technical support teams and ensure consistent, reliable IT service across the business. Typical responsibilities include:

• Overseeing support operations across 1st, 2nd, and potentially 3rd line teams

• Setting KPIs and monitoring service desk performance metrics

• Managing incident escalations and coordinating resolution plans

• Hiring, mentoring, and reviewing support team performance

• Aligning IT support with broader infrastructure and operations strategies

• Ensuring end-user satisfaction and internal SLA compliance

• Leading rollouts of new tools or internal systems

• Managing support documentation, asset logs, and ticketing systems

• Supporting hardware procurement, lifecycle, and vendor relationships

• Collaborating with senior IT leaders to improve service delivery

This role blends IT service delivery with leadership and continuous improvement.

 

Skills and requirements for an IT support manager.

 

IT support managers oversee daily support operations and user experience. Employers typically look for:

• 5–8 years of experience in IT support, service desk, or technical operations

• Experience managing support teams and IT helpdesk environments

• Skilled in performance management, reporting, and SLA ownership

• Ability to manage vendor tools, device fleets, and access controls

• Strong knowledge of Microsoft 365, user provisioning, and network access

• Comfortable handling escalations, outages, and service disruptions

• Experience rolling out new processes, systems, or support models

• Confidence managing training, onboarding, and support documentation

• Excellent communication and cross-department collaboration skills

Most IT support managers manage internal IT performance and collaborate closely with infrastructure teams.

 

Average salary for an IT support manager.

 

In the UK, the average salary for an IT support manager typically ranges from £40,000 to £60,000, reflecting operational oversight, escalations management, and staff leadership.

• Mid-level managers tend to earn between £40,000 and £50,000

• Senior IT support managers running full infrastructure helpdesks or hybrid support models can earn between £51,000 and £60,000

• Exposure to ITIL, remote support systems, and cyber hygiene protocols increases earning potential

Salaries are strongest in enterprise internal IT teams, especially in finance, consultancy, and retail tech.

 

Career progression for an IT support manager.

 

An IT support manager oversees service delivery across IT support teams, ensuring uptime, user satisfaction, and SLA adherence. This mid-senior role has a strong progression into senior IT leadership. A typical career path includes:

 

1st / 2nd line support

 

Manages day-to-day user support and resolves basic technical problems.

 

IT support engineer / 3rd line

 

Owns more complex cases, infrastructure, or software issues.

 

Helpdesk manager

 

Leads the support team and ensures operational efficiency and performance.

 

IT support manager

 

Oversees multi-tier support functions, vendor tools, and internal service strategy.

 

Head of IT / IT operations director

 

Sets strategic vision for support, technology partnerships, and process automation across departments.