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Software Support Manager Jobs in Illinois (NOW HIRING)

ConfigUSA

Desktop Support Specialist

Chicago, IL · On-site

Tanium (endpoint management, data gathering, software deployment). ServiceNow (ITSM incident and ... Support Specialist provides hands-on and remote technical support for enterprise hardware ...

QCR Holdings, Inc

Manager of Desktop Support

Moline, IL · On-site

Manager of Desktop Support DEPARTMENT: 937 - GO End-User Services JOB SUMMARY: The Manager of ... Plan and execute hardware and software upgrades, desktop deployments, and technology refresh cycles ...

Paylocity

Supervisor- Benefits Support

Schaumburg, IL · On-site

$59K/yr

The company has become one of the fastest-growing HCM software providers worldwide by offering an ... The Team Lead will be instrumental in assisting management by providing feedback on staff ...

TEKsystems

It Support Analyst

Alsip, IL · On-site

$25 - $28/hr

Provide Tier 1/Tier 2 end-user hardware and software support * Deliver white-glove support to executive leadership and boardroom environments * Manage device provisioning, deployment, onboarding, and ...

TEKsystems

It Support Analyst

Alsip, IL · On-site

$25 - $28/hr

Key Responsibilities: • Provide Tier 1/Tier 2 end-user hardware and software support • Deliver white-glove support to executive leadership and boardroom environments • Manage device ...

Aptaero

Support Specialist

Schaumburg, IL · On-site

$50K - $65K/yr

Use ticketing system for incident management and customer coordination. * Occasional onsite support ... Required Qualifications * 3+ years of software and application support. * Excellent problem-solving ...

Aptaero

Support Specialist

Schaumburg, IL · On-site

$50K - $65K/yr

Use ticketing system for incident management and customer coordination. * Occasional onsite support ... Required Qualifications * 3+ years of software and application support. * Excellent problem-solving ...

Aptaero

Support Specialist

Schaumburg, IL · On-site

$50K - $65K/yr

Use ticketing system for incident management and customer coordination. * Occasional onsite support ... Required Qualifications * 3+ years of software and application support. * Excellent problem-solving ...

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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:

Desktop Support Specialist

Chicago, IL • On-site

ConfigUSA
See more jobs at ConfigUSAexternal

Contractor

Posted 29 days ago

Job description

Location: Chicago, IL- 100% onsite FROM DAY 1

Duration: 6 months

Role:  Desktop Support Specialist

Required Skills: Deep technical knowledge of Windows 10/11, macOS, and Dell commercial laptop lineups.

 Tooling Proficiency:

Active Directory (Domain services, Group Policy, account provisioning).

Microsoft Intune & Autopilot (zero-touch deployment, compliance policies).

Tanium (endpoint management, data gathering, software deployment).

ServiceNow (ITSM incident and request management).

Skills: Microsoft Entra Identity Management~Windows 11~Communication~OpenLDAP~Java Solutions~ServiceNow Experience Required: 2-4 Years

Job Summary

The Desktop Support Specialist provides hands-on and remote technical support for enterprise hardware, operating systems, and core business applications. This role is responsible for provisioning, maintaining, and troubleshooting Dell Windows laptops and Apple Mac workstations while ensuring high customer satisfaction and minimal downtime.

Key Responsibilities

●       Endpoint Management & Provisioning: Build, configure, and deploy Windows (Dell) devices using Microsoft Intune and Windows Autopilot and macOS devices with Jamf.

●       Ticket & Lifecycle Management: Log, prioritize, escalate, and resolve user requests and incidents within ServiceNow while meeting established SLAs.

●       Endpoint Operations & Security: Utilize Tanium for real-time endpoint query and compliance tracking across the fleet.

●       Hardware & Software Support: Diagnose and repair hardware failures, system crashes, network connectivity issues, and peripheral problems for Dell laptops, Macs, monitors, and docking stations.

●       Asset Tracking: Maintain accurate inventory records in ServiceNow throughout the asset lifecycle, including onboarding, offboarding, repairs, and disposals.

Required Qualifications

●       Experience: 2–4 years of technical support or desktop engineering experience in a corporate environment.

●       OS & Hardware Mastery: Deep technical knowledge of Windows 10/11, macOS, and Dell commercial laptop lineups.

●       Tooling Proficiency:

○       Active Directory (Domain services, Group Policy, account provisioning).

○       Microsoft Intune & Autopilot (zero-touch deployment, compliance policies).

○       Tanium (endpoint management, data gathering, software deployment).

○       ServiceNow (ITSM incident and request management).

●       Troubleshooting: Strong analytical skills to diagnose hardware, software, and basic network issues (VPN, Wi-Fi).

●       Communication: Excellent customer-facing skills with the ability to explain technical concepts to non-technical users clearly.  Excellent team player.