Support Manager Job Description

Support Manager Job Description

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Support manager provides independent analysis and reporting for various risks (credit, liquidity, operating) and sectors within the investments portfolio.

Support Manager Duties & Responsibilities

To write an effective support manager job description, begin by listing detailed duties, responsibilities and expectations. We have included support manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Perform prequalification assessment and analysis of financial condition and risk of financing requests within the Company’s credit policies and programs, all state and federal lending regulations (FHA, VA, Fannie Mae, Freddie Mac, Conventional, Conforming, Rural Housing Development, Bond and Portfolio)
Reviews and recommends changes to policies affecting his/her team
Demonstrate a positive attitude, collaborative spirit to facilitate and build relationship with various stakeholders, TS partners, Line of business teams, infrastructure support teams, vendors and L2 support teams
Performs troubleshooting and preventive maintenance on servers, network devices, and other infrastructure devices in the data center and IT closets
Provides insight on server placement, Active Directory structure, network design, and all other technology
Responsible for site management in lean staffing periods
Actively participates and represents team members in the annual performance review cycle
Nurture a culture within the team that consistently demonstrates alignment with leadership principles
Manage a team of technical consultants providing customer issue resolution and training
Resolve complex issues on our core applications/system

Support Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Support Manager

List any licenses or certifications required by the position: ITIL, PMP, NCDA, HDI, III, O.E.M, PRINCE, IAT, ACE, CSM

Education for Support Manager

Typically a job would require a certain level of education.

Employers hiring for the support manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Technical, Business, Education, Engineering, Management, MBA, Business/Administration, Finance, Science

Skills for Support Manager

Desired skills for support manager include:

MS Office suite
Excel
Products and services
Bank’s structures
Operating systems
International business and various industry sectors
Policies
Credit application process and credit risk policies and procedures
PowerPoint
Applicable tools & techniques of customer support within telecommunications

Desired experience for support manager includes:

Knowledge of GAAP accounting principles preferred
Experience working with blended teams, including outsourced providers and multiple time zones, preferred
Must have strong competency in working with multiple systems, applications and SAP
Must be very detail oriented, without losing sight of the big picture
Must have excellent problem solving skills and be able to conceptualize and communicate solutions
RISR (Minimum IFIC completed

Support Manager Examples

1

Support Manager Job Description

Job Description Example
Our company is searching for experienced candidates for the position of support manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support manager
  • Collaborates with Succession Management team to identify future leadership talent
  • Approves Global Leadership Development program materials to verify the outline of leadership development purpose and process
  • Reviews leadership development program evaluations to assess the organizational (i.e., business unit) impact
  • Maintains relationships with professional networks to gain best practice information for the enhancement of TM processes and systems
  • Recommends selection and development process enhancements to ensure TM strategies are effective in meeting business unit goals
  • Ensures that direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop them personally and professionally
  • Identifies opportunities to involve others in new and challenging work assignments and/or rotations that advance the skills and capabilities of individuals and the organization
  • Complete time sheets and calculate wages
  • To complete RAG audit inspections within contracts that are considered at risk and failing to meet the required SLA as specified by the client
  • To build relationships and rapport with each contract client within the geographical region, ensuring a meeting takes place with each client a minimum of once per month
Qualifications for support manager
  • BHPB - LOB initiative leads, National Training and Development Manager, BHPB Operations teams, Human Resources, BHPB Compliance, PCG Risk Management, BHPB Operations
  • Direct interaction with National Support Managers
  • PCG and P&C – leaders and work teams
  • Must be able to identify solutions to issues before they become obstacles
  • Must be able to work well in collaborative team environment, but also independently
  • Will need to undertake occasional travel to Luxembourg and possibly other European sites for periods up to a week
2

Support Manager Job Description

Job Description Example
Our company is hiring for a support manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support manager
  • Report on measurable performance targets through the creation of statistical and management reports
  • Arrange staff training and awareness sessions keeping your team updated on changes or deployments that may affect case volumes
  • Maximise fee-earning potential within your team by encouraging them to identify where enhanced support can be provided
  • Support your team and the business in ensuring customers are aware of key changes and items of interest by creating customer update communications, surveys and campaigns
  • Be a champion of the business Customer Relationship Management and Customer Support Portal software ensuring customer data remains accurate and case management processes remains relevant and efficient for the helpdesk services
  • Ownership for driving progress and resolution of customer's critical issues
  • Engage and lead cross-functional and geographically disperse teams in the development and execution of action plans to address critical situations
  • Customer Satisfaction is the single most important measurement of the support organization, and the best way to measure our ability to achieve our mission to “Make our customers successful!”
  • Plan and manage all modifications to sonar and visual systems within their remit
  • Pro-actively manage obsolescence of sonar and visual systems within their remit
Qualifications for support manager
  • Cash flow/budging experience preferred
  • Within prescribed limits, establish priorities, improve process efficiency and service levels, and ensure team have a
  • Provide friendly and professional service to customers and Commercial colleagues by ensuring tasks are completed
  • On time in accordance to agreed upon standards of quality, quantity and risk management
  • Bachelor degree is preferred with two or more years’ experience in golf or computer technology
  • Good interpersonal communication and customer service skills are needed in order work successfully with customers, and cross functional teams to help to increase sales
3

Support Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of support manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for support manager
  • Identify and lead department-wide strategic projects and initiatives, drive department-wide instructional design process and product improvements through collaboration with teams both inside and outside of Support
  • Recruit, hire, train, and develop direct reports
  • Capture customer insights to include in customer specific marketing material
  • For each machine with local modifications, collect scope of work and cost and communicate to PLM
  • Collect data on product performance
  • Develop Total life Cycle Cost and product performance models
  • Support the Product Managers to develop the Product Strategy and Product Pricing Strategy
  • Work with Product Application specialists on projects requiring detailed application related studies & input
  • Ensure that you are visiting all client sites in line with contract requirements to ensure all cleaning standards are continually being met
  • Continually look for opportunities to introduce add on services, consumables and window cleaning to name a few
Qualifications for support manager
  • NFS, CIFS, SAN
  • In-depth knowledge of Windows 98/2000/NT – knowledge of UNIX a plus
  • Extensive knowledge of all GolfNow systems including GolfNow Central and Salesforce required
  • Computer/internet sales expertise preferred
  • Background in golf industry with management experience preferred
  • Knowledge of Risk Management and/or Credit Risk and/or Digital Identity process and products is an asset
4

Support Manager Job Description

Job Description Example
Our growing company is hiring for a support manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support manager
  • Building and maintaining strong relationships with supply chain services peers and business line colleagues while building knowledge of bank policies and regulatory requirements to be viewed as a subject matter expert
  • Use open and honest communication to articulate the team’s business objectives, goals, procedures, policies, schedules and results
  • Manage and translate business requirements into applications specific implementations to provide services required to support the Absa business processes support with the design through to implementation of product applications as per business requirement to delivery product to customer
  • Provide skilled staff to execute BCM and disaster recovery (DR) plans and procedures support with application testing
  • Establish and execute the forums to manage vendor and customers
  • Manage the adherence to industry standards and best practices Information Technology Infrastructure Library (ITIL) and Control Objectives for Information and related Technology (COBIT)
  • Take responsibility to ensure all Aftersales business is handled in a common way throughout the region
  • Develop the sales of parts, workshop hours and other soft products throughout the region
  • Ensure correct levels of Aftersales support is provided to customers
  • Provide support to the branch managers as require customer meetings, query resolution
Qualifications for support manager
  • A solid track record leading cross functional teams and developing software applications following structured SDLC processes in a regulated environment
  • Application development experience sufficient to provide triage for complex technical issues
  • 7-10 years of experience in Production Support and Operation with detailed understanding of ITIL 3.0, coupled with proven ability and demonstration of leadership skills
  • 7-10 years of experience in the ECM field ( DIS/DMS ) with Kofax , Filenet ,CMOD and API technologies
  • 5 plus years of experience in people management of full time and contract team members
  • Ability to motivate and mentor the team members
5

Support Manager Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of support manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support manager
  • Identifying strengths/areas of opportunity for each member of the process team and build individual development plans
  • Influencing decisions related to sourcing approach for individual projects
  • Effectively manage/coach/motivate the needs of your team while meeting business objectives and targets
  • Manage team performance by providing coaching to team members to encourage performance improvement
  • Set objectives, goals and due dates for assignments
  • Provide guidance and resources to manage all aspects of professional development for large team by facilitating appropriate training, coaching and collaborative performance feedback
  • Evaluate individual and team training needs and collaborate with appropriate business owners to enable training opportunities
  • Work collaboratively with employees to meet schedules, business objectives and resolve problems
  • Frequently interact with functional peer groups to gain cooperation of others and/or conduct presentations concerning specific projects or schedules
  • Provide situational analysis and provide recommendations as required
Qualifications for support manager
  • Minimum five years previous participations, accounting, audit or financial related experience required
  • BA/BS in IT/IM or a science
  • Clear decision making and negotiation skills, especially when faced with contradictory and competing information and stakeholder needs
  • The ability to distil complex information and present it in a simple and understandable manner – quickly
  • Independent and trustworthy influencer, at all levels of the business, ranging from the General Manager to our most junior engineers
  • Fantastic at enabling other busy people around them to focus by delivering opportunities for repeatability

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