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Software Support Manager Jobs in Illinois (NOW HIRING)

Northern Trust

Technical Software Support Lead

Chicago, IL · On-site

$114K - $194K/yr

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset ... Technical Software Support Lead - Chicago ISS NTAM Service Delivery organization is looking for a ...

Northern Trust

Technical Software Support Lead

Chicago, IL · On-site

$114K - $194K/yr

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset ... Technical Software Support Lead - Chicago ISS NTAM Service Delivery organization is looking for a ...

Sralab

Business Support Manager

Chicago, IL · On-site

Summary The Business Support Manager will analyze, organize and direct office operations and ... software, including word processing, spreadsheets, e-mail, and databases. Ability to use office ...

Sralab

Business Support Manager

Chicago, IL · On-site

Summary The Business Support Manager will analyze, organize and direct office operations and ... software, including word processing, spreadsheets, e-mail, and databases. Ability to use office ...

Sralab

Business Support Manager

Chicago, IL

Summary The Business Support Manager will analyze, organize and direct office operations and ... software, including word processing, spreadsheets, e-mail, and databases. Ability to use office ...

Scigon Solutions

Field Support Manager

Oak Brook, IL · On-site

$86K - $115K/yr

Field Support Manager Salary: $86,250-$115,000 Position Summary The Field Support Manager is ... Ensure timely resolution of hardware, software, networking, and endpoint issues. * Monitor ticket ...

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Software Support Manager information

What does a software support manager do?

A Software Support Manager oversees the support team responsible for assisting clients and end-users with software-related issues. They manage daily operations, ensure timely resolution of technical problems, and work to improve customer satisfaction. The role often involves coordinating with development teams to address bugs, implementing support processes, and training staff. Software Support Managers also analyze support metrics to optimize performance and may assist in developing documentation or training materials.

How does a software support manager typically balance technical troubleshooting with team leadership responsibilities?

A Software Support Manager often divides their time between overseeing the support team’s daily operations and directly handling complex technical issues that require advanced expertise. While they may step in to resolve escalated customer problems, much of their role involves mentoring support staff, coordinating training sessions, monitoring performance metrics, and optimizing support processes. Effective managers also collaborate closely with development teams to communicate recurring software issues and recommend improvements, ensuring both customer satisfaction and continuous product enhancement.

What are the key skills and qualifications needed to thrive as a software support manager, and why are they important?

To thrive as a Software Support Manager, you need strong technical knowledge of software products, troubleshooting expertise, and experience in customer service or IT support, often backed by a relevant degree. Familiarity with ticketing systems (like Zendesk or Jira), CRM platforms, and ITIL or similar certifications is typically required. Exceptional leadership, communication, and problem-solving skills set outstanding managers apart by enabling them to guide teams and resolve client issues effectively. These competencies are crucial for ensuring timely customer support, maintaining high client satisfaction, and leading a productive support team.

What is the difference between Software Support Manager vs Software Support Specialist?

AspectSoftware Support ManagerSoftware Support Specialist
ResponsibilitiesOversees support teams, manages escalations, develops support strategiesProvides technical support, troubleshoots issues, assists customers directly
Required SkillsLeadership, communication, technical knowledge, problem-solvingTechnical troubleshooting, customer service, product knowledge
CertificationsITIL, CompTIA, relevant technical certificationsCompTIA A+, Microsoft Certified, product-specific certifications
Work EnvironmentOffice-based, team management, coordination with other departmentsCustomer support centers, remote or on-site troubleshooting

The main difference between a Software Support Manager and a Software Support Specialist lies in their scope of responsibilities. Managers oversee support teams and strategic planning, while specialists focus on direct technical support. Both roles require technical knowledge and certifications, but managers emphasize leadership and coordination skills.

What cities in Illinois are hiring for Software Support Manager jobs?

Cities in Illinois with the most Software Support Manager job openings:

Software Support Technician

Chicago, IL • On-site

Today's Business Solutions Inc.
See more jobs at Today's Business Solutions Inc.external

$45K - $60K/yr

Full-time

Medical, Dental, Life

Re-posted 18 days ago

Job description

Helpdesk Technician (Willowbrook, IL)

Compensation: Based on Experience, 401K and Health and Life Insurance.

Today’s Business Solution Inc. due to our growth we will be hiring IT Professionals to support our growth. The positions will be filled immediately.


The Professional Service Technician role is to ensure the stable operation of TBS networked solutions installed in primarily Public Libraries and Higher Education markets as well as other similar industries. This includes planning, installing, configuring, maintaining, and supporting all software and hardware products such as; PC Management, Print Management, Cashless Payment Systems and Hardware product lines. Daily and weekly work schedule is very dynamic and On-Call Support is also a requirement. The position requires routine travel to local installations as well as periodic out of State installation and service support.
Candidates must have a working background in computers and network systems. Experience with Public Libraries or Higher Education markets a plus.
Primary Responsibilities:
- Learns and follows standard conventions for hardware and software installation, problem diagnosis, and problem resolution. Provide technical support over the phone using remote access software as well as on-site support.
- Provide on-call technical support. Must be able to troubleshoot problems over the phone with customers.
- Perform network and security audits.
- Communicate with Manufacturers and QA on field issues and provide feedback on new product.
- Communicate with customers
- Provide technical counsel and training to clients, sales, and administrative staff.
- Determines parts, supplies or tools needed to complete service requests.
- Relays any special problems to service management following each call.
- Uses, maintains, and secures test devices and tools used to adjust, calibrate, and repair equipment.
- Completes all required paperwork and reports (time sheets, service orders, forms, inventory, expense reports, daily project reports, service call reports, and equipment related items).
- Returns defective assemblies or parts to the main office and labels items.

Requirements:
- Must have valid driver’s license with clean driving record.
- Must have a personal vehicle for use in travelling to customer sites as required.
- Must have a clean criminal record with no history of felony conviction.
- Must pass random drug testing.
- Must be flexible to travel on short notice and work irregular work schedules in an on-call work environment.
- Ability to lift and move equipment as needed for repair or installation.

Qualifications:
- Experience working in a team-oriented, collaborative environment

- Excellent customer service and communication skills

- Working knowledge of computers and network systems
- Proven technical aptitude
- Strong organizational and problem solving skills
- Strong interpersonal and oral communication skills
- Ability to present ideas and solutions in user-friendly language
- Adept at reading, writing, and interpreting technical documentation and procedure manuals
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment

- Degree in electronics and network systems a plus

- Data Management Experience a plus

Company Description

Today's Business Solutions Inc est. 1991 is a leader in Print Management, Mobile Printing, Computer Reservation, Cashless Payment solutions and Self-Serve Scanning solutions in the Public Library market.