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About Job Titles and the hierarchy within corporate structures and in the respective IT Departments.
Each company will call the various IT positions by other names since each company’s structure will be different from one another. This will partially depend on the size of each company, the job descriptions and who the IT professionals work for and under.

Technical Support Manager

In smaller companies, the Technical Support Manager would answer to the VP of Information Technology. In large companies, the Technical Support Manager would either be a Director or a manager that answers to another Director. Many companies have a user support manager at each site. The Technical Support Manager will need to have at least 5 years of operational and support experience and 3 or more years of managerial experience related to software and hardware related technical support. They will need a bachelor’s degree in computer science or related field and having professional certifications such as: Microsoft’s Certified Systems Engineer (MCSE) or the Help Desk Institute’s Help Desk Manager (HDM) will be a big plus with employers. The Technical Support Manager’s salary had a 1.5% increase from 2006 to 2007 and the salary range for this position is: $62,000 - $88,000.

Some responsibilities for the Technical Support Manager include:

Managing technical hardware and/or software support; troubleshooting on an as needed basis
Managing operations of the help desk and support services
Managing people in the various IT help desk and support services positions
Evaluating efficiencies, reporting and making recommendations