Technical Support Manager Resume Guide

Technical Support Managers oversee the day-to-day operations of a technical support team, ensuring that customer issues are resolved quickly and efficiently. They provide guidance to technicians on how to troubleshoot problems, create processes for handling requests in an organized manner, and develop strategies for improving customer service.

You have a wealth of experience in customer service and technical support, but how do you get potential employers to notice? Crafting an attention-grabbing resume is the key; it will make them aware of your qualifications and capabilities.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Technical Support Manager Resume Sample

Addie Borer
Technical Support Manager

[email protected]
397-253-5640
linkedin.com/in/addie-borer

Summary

Committed technical support manager with 8 years of experience leading large teams in providing help desk and technical support services. Successfully managed budgets, resources, projects and personnel at XYZ Corporation and ABC Technologies. Experienced in troubleshooting hardware/software problems and developing customer service policies to improve the level of customer satisfaction. Proven track record of reducing downtime by 25% over a period of 4 years while increasing efficiency by 30%.

Experience

Technical Support Manager, Employer A
Las Vegas, Jan 2018 – Present

Formulated technical support documentation and user guides, resulting in a 25% decrease of customer service inquiries.
Expedited problem resolution processes by working closely with IT personnel to identify underlying issues; achieved an average turnaround time reduction by 7 hours per ticket.
Compiled performance metrics reports on technical support team members’ activities; identified areas for improvement that led to a 20% increase in first call resolutions over the last quarter.
Actively monitored incoming tickets and escalated them when necessary, ensuring all client requests were addressed within 24 hours or less from receipt date/time stamp each month.
Achieved 100% compliance with SLA agreements through proactive management of technicians’ schedules, resources allocation and issue prioritization techniques developed as part of quality control initiatives.

Technical Support Manager, Employer B
Rockford, Mar 2012 – Dec 2017

Accurately monitored and responded to 1,000+ technical support inquiries each month while providing timely resolutions for customers’ issues.
Represented the company in various customer outreach events, successfully raising awareness of IT products by 25%.
Troubleshot network issues, identified hardware problems and implemented solutions to reduce outages by 40% over a six-month period.
Trained 10 new technicians on product knowledge and troubleshooting techniques; improved team efficiency resulting in quicker response times for customers’ complaints/queries.
Utilized software applications such as JIRA & Salesforce Dashboards to organize & track all data related to service requests & tickets; increased visibility into customer needs by 20%.

Skills

Technical Support
Troubleshooting
Team Leadership
Process Improvement
Networking
Integration
Active Directory
Windows
Windows Server

Education

Bachelor of Science in Computer Science
Educational Institution XYZ
Nov 2011

Certifications

Certified Technical Support Manager
International Association of Technical Support Professionals
May 2017

1. Summary / Objective

Your resume summary/objective should provide the hiring manager with a snapshot of your experience and skills as a technical support manager. In this section, you can highlight your ability to lead teams in resolving complex customer issues, the successful implementation of new software systems that improved efficiency, and any certifications or qualifications related to IT management.

Below are some resume summary examples:

Reliable technical support manager with 10+ years of experience leading dynamic teams and providing 24/7 IT services. Proven record of increasing customer satisfaction by 30% while reducing costs through efficient workflow design. At XYZ, managed a team of 20 technicians who provided remote and on-site support to over 1000 customers in the US & Canada. Skilled at diagnosing complex hardware/software issues, training new staff members, and troubleshooting user complaints quickly & accurately.

Enthusiastic technical support manager with 8+ years of experience leading teams and providing customer service for a diverse range of products. Proven track record in optimizing processes, reducing call times by 15%, increasing customer satisfaction ratings to 98% and developing comprehensive training programs that reduce onboarding time from 4 hours to 1.5 hours. Looking to join ABC Tech as the next Technical Support Manager and drive quality assurance initiatives forward.

Hard-working technical support manager with 7+ years of experience in customer service, IT operations and software development. Proven track record of providing efficient solutions to complex technological issues for clients from diverse industries. Skilled at leading teams, developing processes and driving innovative projects to completion on time and within budget. Recognized as a reliable leader who can deliver results while maintaining high customer satisfaction levels.

Seasoned technical support manager with 10+ years’ experience in customer service, IT operations management, and team leadership. Skilled at developing remote teams to provide fast response times for customers across multiple channels. At XYZ Inc., improved the average resolution time of issues by 20% and increased customer satisfaction ratings by 15%. Dedicated to empowering employees through communication, training and recognition programs that drive success.

Proficient technical support manager with 8+ years of experience leading high-performance teams to resolve customer inquiries and improve user satisfaction. Adept at problem solving, incident management, and implementing service improvement plans. At XYZ Company, increased first call resolution rate by 40% while reducing average ticket response times by 30%. Seeking to leverage my skills in a leadership role with ABC Tech’s growing customer success team.

Talented technical support manager with 8+ years of experience managing IT technical support teams in a fast-paced, customer-facing environment. Skilled at resolving complex technical problems and developing efficient processes that improve service delivery. Achieved an average resolution time reduction of 15% for all incidents reported to the team in 2019. Looking to leverage my expertise as the next Technical Support Manager at ABC Company.

Detail-oriented technical support manager with 5+ years of experience leading teams to exceed customer expectations. Proven track record in delivering first-time resolution for service issues and driving high satisfaction ratings from customers. Looking to bring my expertise to ABC Tech as the next Technical Support Manager, where I can streamline processes, ensure quality standards are met, and train staff on best practices.

Determined technical support manager with 6+ years of experience in IT customer service. At XYZ, managed a team of 10 technicians and increased customer satisfaction ratings by 15%. Skilled at resolving complex technical issues while leading problem-solving initiatives to ensure timely issue resolution. Promote the use of best practices for optimal user performance and system security.

2. Experience / Employment

In the experience section, you should provide a detailed overview of your previous employment history. It is best to list this in reverse chronological order, meaning the most recent job comes first.

When writing about what you did in each role, try and stick to bullet points; doing so allows the reader to quickly digest the information without getting bogged down with too much detail. You want to make sure that you include quantifiable results where possible as well as any other successes or accomplishments achieved while working at that company.

For example, instead of saying “Provided technical support,” you could say, “Managed a team of 10+ customer service representatives providing technical support for customers via phone and email resulting in an average response time reduction from 2 hours to 30 minutes.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Managed
Monitored
Troubleshot
Resolved
Trained
Documented
Assisted
Analyzed
Investigated
Coordinated
Implemented
Optimized
Automated
Upgraded
Configured

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Demonstrated
Developed
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Managed a team of 10 technical support analysts, ensuring that all customer service requests were handled efficiently and in a timely manner.
Resolved over 500 technical issues each month for a range of clients; decreased customer complaints by 22% within the first 6 months on the job.
Efficiently created comprehensive troubleshooting procedures and documentation to improve customer service quality while reducing wait times by 25%.
Assessed existing IT infrastructure, identified weaknesses and recommended actionable solutions which saved $6,000 in costs annually.
Revised staff training program to ensure up-to-date knowledge about latest technologies used within organization; reduced tech support call resolution time from 1 hour to 30 minutes on average per issue reported.

Utilized advanced technical knowledge and problem-solving skills to provide troubleshooting support for over 200 customers weekly, resulting in a 25% decrease in service tickets.
Prepared comprehensive reports analyzing customer feedback data, identifying areas of improvement and recommending strategies to enhance overall customer satisfaction by 15%.
Resourcefully managed the maintenance of IT systems including computers, networks & software applications; implemented new procedures that increased system uptime by 40%.
Structured training sessions on software use and operations best practices for up to 80 colleagues at a time; improved efficiency levels across all departments within 2 months of implementation.
Demonstrated exceptional interpersonal abilities when dealing with difficult customers or resolving complex problems; successfully resolved 95% of cases without escalation or further management intervention needed.

Coordinated technical support activities for a team of 15 technicians, overseeing the resolution of 2,000+ customer queries every month and ensuring that service level agreements were met.
Spearheaded the development of an innovative ticketing system to automate incoming requests from customers; reduced response times by 30% and improved overall customer satisfaction scores by 8%.
Presented monthly reports on IT performance metrics such as uptime percentage (99%), average call wait time (5 minutes) & number of unresolved tickets (0%) to senior management executives.
Streamlined technical operations processes through automation, resulting in 20 hours saved per week across the entire department while also increasing efficiency levels by 25%.
Substantially lowered operational costs associated with IT infrastructure maintenance over a 3-month period through effective budgeting strategies and cost optimization initiatives.

Diligently managed technical support operations for a team of 10+ customer service representatives; resolved 250+ complex customer complaints in an average time of 6 hours.
Investigated and troubleshooted software/hardware problems, while also providing training to other staff members on the usage of different systems as needed.
Upgraded IT infrastructure by streamlining processes & procedures, which resulted in improved efficiency levels and cost savings of $12K annually.
Assisted customers with their inquiries via phone calls and emails; successfully handled 500+ cases within 24-hour period without any escalations or repeat contacts from customers.
Automated user onboarding process using cloud-based technologies, increasing accuracy rate by 30% per month compared to manual methods used previously.

Optimized technical support processes, resulting in a 28% decrease in customer wait time and a 59% increase in resolution rate.
Facilitated comprehensive onboarding of new staff members, providing technical guidance to 10+ employees per month on computer software & hardware troubleshooting techniques.
Reorganized the workflow management system for all help desk tickets; streamlined operations by 15%, reducing response times from 24 minutes to 14 minutes on average.
Mentored junior technicians through regular one-on-one sessions and team meetings; provided hands-on training with problem diagnosis tools and improved their technical skills by 45%.
Competently resolved complex IT issues such as network connectivity errors and software malfunctions, achieving first call resolution rates exceeding 95%.

Reliably managed a team of 15 technical support engineers, overseeing the resolution of over 1,000 customer inquiries each month and ensuring that all SLAs were met.
Developed an efficient ticketing system to track progress on customer issues; reduced incident response time by 25% in just 2 months.
Introduced advanced troubleshooting techniques for resolving complex hardware & software problems within 24 hours; increased overall client satisfaction rate by 8%.
Advised clients on best practices when using various computer programs and applications, offering custom solutions to meet unique needs while maintaining high standards of quality control at all times.
Reduced IT costs associated with tech support operations by 12%, through careful inventory management and strategic vendor selection initiatives.

Analyzed & diagnosed technical issues for 20+ employees, troubleshooting computer hardware & software problems and providing effective solutions to ensure minimal downtime.
Improved customer service response times by 30%, streamlining support processes and reducing wait times for customers seeking help with their electronic devices.
Configured over 200 new computers per month with the latest company-approved applications and operating systems; ensured 100% satisfaction rate from users on all installations performed.
Participated in product testing sessions of existing & upcoming products, working directly with developers to identify potential bugs prior to release; successfully reduced number of reported defects by 15%.
Meticulously tracked client requests using a web-based ticketing system while providing detailed reports related to user activities as needed; decreased resolution timeframes by 40%.

3. Skills

Even though two organizations are hiring for the same role, the skillset they want an ideal candidate to possess could differ significantly. For instance, one may be on the lookout for an individual with experience in customer service, while another might be more interested in someone with technical expertise.

The skills section of your resume should reflect this; it is essential to tailor the list of qualifications you include here to each job that you are applying for. This will not only demonstrate that you have read and understood what they are looking for but also help applicant tracking systems (which many employers use) recognize relevant keywords on your CV.

In addition, don’t forget to elaborate further on these skills by discussing them throughout other sections of your resume as well.

Below is a list of common skills & terms:

Account Management
Active Directory
Business Analysis
Business Development
Business Process Improvement
Change Management
Cloud Computing
Computer Hardware
Continuous Improvement
Cross Functional Team Leadership
Customer Satisfaction
Data Center
Databases
Disaster Recovery
Electronics
Engineering
Enterprise Software
HTML
Hardware
Help Desk Support
IT Management
IT Service Management
ITIL
Integration
Linux
Manufacturing
Microsoft Exchange
Microsoft SQL Server
Network Administration
Networking
Operations Management
Process Improvement
Product Development
Product Management
Program Management
Project Planning
Quality Assurance
SQL
Security
Servers
Software Documentation
Software Installation
System Administration
TCP/IP
Team Leadership
Team Management
Technical Support
Telecommunications
Testing
Troubleshooting
VMware
Vendor Management
Virtualization
VoIP
Windows
Windows 7
Windows Server

4. Education

Adding an education section to your resume depends on how much work experience you have. If you just graduated and don’t have any professional experience, it is worth including an education section below your resume objective. However, if you are further along in your career and can showcase plenty of relevant technical support manager experiences from previous positions, there is no need to include the education section at all.

If an education section is included, try to mention courses or topics related to the technical support management role you are applying for.

Bachelor of Science in Computer Science
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications demonstrate to potential employers that you have the knowledge and skills necessary for a specific job. They also show that you are committed to staying up-to-date with industry trends and developments, as well as having taken professional development courses.

Including certifications on your resume is an excellent way of showing hiring managers what qualifications and expertise you possess in relation to the position they are looking for. This could be the deciding factor when it comes down to choosing between two equally qualified candidates.

Certified Technical Support Manager
International Association of Technical Support Professionals
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Addie Borer, this would be Addie-Borer-resume.pdf or Addie-Borer-resume.docx.

7. Cover Letter

Attaching a cover letter to your resume is a great way to make an impression on potential employers. It’s composed of 2 to 4 paragraphs and provides more details about who you are, what makes you the best candidate for the job and why you want it.

Cover letters aren’t always required but they can be very beneficial in making sure that recruiters understand how well-suited you are for the position. Writing one will give them more insight into your experiences, strengths, education and skills so don’t miss out on this important opportunity!

Below is an example cover letter:

Dear Mose,

I am writing to apply for the Technical Support Manager position at [company name]. I have a proven track record of providing excellent technical support and leadership in a fast-paced environment. In my current role as Technical Support Manager at [current company], I manage a team of 15 technicians who provide support for over 100,000 customers. I have experience troubleshooting hardware and software issues, managing projects, and training new employees.

Under my leadership, the average customer satisfaction rating has increased from 85% to 92%. I have also reduced first call resolution time by 10%. My team has won the “Team of the Month” award three times in the past year. In addition to my managerial experience, I also have extensive technical knowledge. I am familiar with a variety of programming languages and operating systems.

I am confident that I can be an asset to your organization and would welcome the opportunity to discuss how my skills and experience can benefit your company. Thank you for your time and consideration; please do not hesitate to contact me if you have any questions.

Sincerely,

Addie