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Support Manager Jobs in Normal, IL (NOW HIRING)

Heritage Tractor

Assistant Service Manager

Roanoke, IL · On-site

$60 - $75/hr

Provide support in keeping the pipeline filled with work, manage customer experience to exceed benchmarks * Support the execution of consistent HTI service department processes that yield high ...

UniFirst

Route Support

Normal, IL · On-site

$53K - $74K/yr

Accurately manage invoices, conduct inventory audits, and maintain the safety and appearance of ... Route Support: Collaborate with the Service and Management Teams to support new account ...

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Support Manager information

See Normal, IL salary details

$22K

$66.4K

$118.3K

How much do support manager jobs pay per year?

As of Sep 4, 2026, the average yearly pay for support manager in Normal, IL is $66,382.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,100.00 and $89,000.00 per year, depending on experience, location, and employer.

What does a support manager do?

A Support Manager oversees a team responsible for assisting customers or end-users with their issues, inquiries, and technical problems. They ensure high-quality customer service, manage workflows, and implement policies to improve support processes. Support Managers also train and mentor support staff, monitor performance metrics, and handle escalated cases. Their role is essential for maintaining customer satisfaction and supporting the overall goals of the organization.

What are some typical challenges a support manager faces when leading a customer service team, and how can they be addressed?

Support Managers often encounter challenges such as balancing team workload, maintaining high customer satisfaction, and handling escalated issues. Managing a diverse team with varying skill levels requires strong communication and coaching skills. Proactively setting clear expectations, implementing effective training programs, and leveraging data-driven performance metrics can help address these challenges. Regular feedback sessions and fostering a collaborative environment also contribute to team success and improved service quality.

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

To thrive as a Support Manager, you need strong leadership abilities, deep knowledge of customer service best practices, and relevant experience in support environments, often backed by a bachelor's degree. Familiarity with customer relationship management (CRM) software, ticketing systems, and analytics tools is typically required. Excellent communication, conflict resolution, and team-building skills help set outstanding Support Managers apart. These competencies enable effective team management, high customer satisfaction, and efficient support operations.

What is the difference between Support Manager vs Customer Service Supervisor?

AspectSupport ManagerCustomer Service Supervisor
ResponsibilitiesOversees support teams, manages escalations, develops support strategiesSupervises customer service representatives, handles daily customer interactions
Required SkillsLeadership, technical knowledge, problem-solvingCommunication, conflict resolution, customer focus
Work EnvironmentSupport centers, technical environmentsCall centers, retail, service industries
Common CertificationsITIL, customer service management certificationsCustomer service certifications, leadership training

The Support Manager typically oversees support teams and handles escalations, requiring technical and leadership skills. In contrast, the Customer Service Supervisor focuses on daily customer interactions and team supervision. Both roles are vital in customer support but differ in scope and responsibilities.

How much do support managers make in the US?

Support managers in the US typically earn an average salary ranging from $50,000 to $80,000 per year, depending on experience, industry, and location. Senior support managers or those in larger organizations may earn higher salaries, often exceeding $100,000 annually. Compensation can also include bonuses and benefits related to team size and technical expertise.

What is the role of a support manager?

A support manager oversees customer support teams to ensure high-quality service, resolve issues efficiently, and improve customer satisfaction. They coordinate support operations, analyze performance metrics, and may use tools like ticketing systems to manage workflows.

What job categories do people searching Support Manager jobs in Normal, IL look for?

The top searched job categories for Support Manager jobs in Normal, IL are:

What cities near Normal, IL are hiring for Support Manager jobs?

Cities near Normal, IL with the most Support Manager job openings:

Support Manager jobs near you
Infographic showing various Support Manager job openings in Normal, IL as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 22% Part Time, and 4% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $66,382 per year, or $31.9 per hour.

Assistant Service Manager

Heritage Tractor

Roanoke, IL • On-site

$60 - $75/hr

Other

Re-posted 29 days ago

Heritage Tractor rating

7.5

Company rating: 7.5 out of 10

Based on 17 frontline employees who took The Breakroom Quiz

101st of 177 rated vehicle equipment hire

Job description

Job Details

Job DetailsJob Location: Roanoke, IL 61561Position Type: Full TimeSalary Range: $60,000.00 - $75,000.00 Salary/yearPurpose:


Purpose

The Assistant Service Manager will provide leadership in motivating service technicians while efficiently coordinating, scheduling, and managing service technicians time and support the Service Manager in keeping the pipeline filled with work. The Assistant Service Manager is responsible for managing the entire work order lifecycle from opening the work order to invoicing the customer. Additionally, the Assistant Service Manager will communicate with the customer as needed with regards to quotes, job status, and scheduling. This individual may coordinate activities with other departments of the dealership to best serve the needs of the customer and employees. They may supervise technicians to ensure an excellent customer experience.


Responsibilities

  • Provide support in keeping the pipeline filled with work, manage customer experience to exceed benchmarks

  • Support the execution of consistent HTI service department processes that yield high productivity, charge out efficiency, excellent expense control and an outstanding customer experience

  • Schedule and assign jobs and work areas to employees in the service department according to their skills and knowledge

  • Responsible for creation of a professionally prepared invoice by properly using standard job codes, service estimate texting, reviewing work orders for completeness and accuracy prior to customer billing

  • Review work order segments and ensure they include correct parts

  • Schedule pick-up and delivery using TMS and charges are properly charged per HTI requirements

  • Fields internal and external customer inquiries to the Service Department

  • Maintains Service Department filings and records related to equipment manuals

  • Work with HTI Centralized Warranty processing to ensure warranty and/or product improvement claims are submitted within the required timeframe to receive maximum credit. Zero PIPs within 90 days of expiration is required.

  • Support managing Work in Process (WIP) to less than 5% of Total Service Sales

  • Monitor technician progress on jobs and engages other resources to improve job efficiency

  • Work with Transportation Department to maintain vehicle maintenance files in accordance with DOT regulations

  • Maintain a positive and professional working relationship with peers, management, and support personnel with a constant commitment to teamwork and exemplary customer service


Qualifications

Experience, Education, Skills and Knowledge:



  • Basic knowledge of accounting practices

  • Ability to use standard John Deere applications, Microsoft Office, and internet functions

  • Knowledge of office procedures

  • General understanding of mechanical/technical terms is preferred

  • High School Diploma or equivalent experience

  • Works in a standard office environment, including consistently viewing a computer monitor and using keyboard/mouse

  • Physical requirements include lifting at least 10 lbs.

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