Computer/IT Support Manager

Also known as:

IT Support Manager
Manager, Computer/IT Support

Introduction

Computer/IT support managers are responsible for providing IT advice and support to IT users within their organisation.

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Work Activities

Computer/IT support managers are responsible for advising and supporting IT users within their organisation. They usually manage a small team of staff, including helpline operators, computer service technicians and network technicians/administrators.

They work for a wide range of organisations, from private sector companies to local authorities, central government and the civil service.

In smaller departments, computer/IT support managers might provide day-to-day support themselves. They might help users to solve problems. This will often be done on the phone, but sometimes they will go to the user's office to work on their computer.

An important part of their work is managing staff and resources in their department. This could include:
• recruiting new staff
• organising helpdesk rotas
• budgeting and forward planning
• organising and perhaps delivering training
• attending meetings and preparing reports, eg on the number and type of support requests received
• reviewing the effectiveness of existing computer systems.

They might be involved in deciding what new hardware/software is needed in the organisation. They might negotiate agreements with external suppliers. They might be responsible for recovering the system if it crashes. They usually have to plan system shut downs for maintenance and upgrades.

Computer/IT support managers work with other staff to resolve technical problems. They might also liaise with external hardware and software suppliers, and internet access providers.

When new hardware or software is being introduced, computer/IT support managers must become familiar with it quickly, so they can support users. They must keep up to date with new developments.

Some computer/IT support managers are also responsible for network management within their organisation.

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Personal Qualities and Skills

As a computer/IT support manager, you will need good IT skills and a detailed knowledge of hardware and software. You also need good business knowledge and management skills.

You should have a patient, methodical approach, as identifying the cause of a problem sometimes requires a degree of detective work. You must be able to explain IT matters clearly to people who may not have a technical background.

For managing and motivating staff and liaising with users and suppliers, you need good written and spoken communication skills.

You will need good planning and time management skills.

You should be calm and conscientious, and able to cope with stress, especially when there are problems, such as network failures, outside your control.

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Pay and Opportunities

The pay rates given below are approximate.

Salaries are in the range of £26,000 - £33,000 a year, rising to £43,500 - £58,500. Higher earners can make around £77,000 a year.

Salaries may include performance related pay, profit sharing or company bonuses.

Computer/IT support managers usually work 35-37 hours, Monday to Friday. Late finishes and weekend work may be required, and sometimes, they may be on call to deal with emergencies.

There are jobs throughout the UK, in industry and commerce, including banks, building societies and insurance companies, and in the public sector with local authorities and central government, the National Health Service (NHS) and public utilities.

Some experienced support managers work freelance - usually on short term contracts. This work can be found through specialist IT recruitment agencies.

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Adult Opportunities

It is illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

Some employers will consider applicants with relevant skills, even if they do not have the usual academic qualifications.

These skills could be gained as a systems designer, programmer, engineer or analyst, with a focus on one or more specialised areas of IT, such as networks or databases.

Experience as a team leader can be an advantage for entry into management-level posts.

For senior posts, taking the MBA (Master of Business Administration) can be an advantage.

A range of manufacturer accredited courses is available on an intensive basis, often flexible and part-time, including evenings and weekends.

British Computer Society (BCS) Professional Examination Certificate and Diploma courses are available by distance learning from a number of centres. A full list of providers is available from the BCS.

If you don't have the qualifications needed to enter your chosen degree or HND course, a college or university Access course, eg, Access to IT/Computing, could be the way in. These courses are designed for people who have not followed the usual routes into higher education. No formal qualifications are usually needed, but you should check this with individual colleges.

• 6% of people in occupations such as computer/IT support manager are self-employed.
• 4% work part-time.
• 17% have flexible hours.
• 1% of employees work on a temporary basis.

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