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If you’ve Googled “Technical Support Manager job description,” chances are you’ve come across the same thing over and over again:
Bullet points. Corporate jargon. No real insight into the role. Just… filler.
But here’s the problem: Generic job descriptions don’t attract great candidates. They attract generic applicants.
Top candidates—especially in technical support—aren’t just looking for a checklist of duties. They want to know:
- What kind of team they’re stepping into
- What problems they’ll help solve
- And how the company actually treats people (both employees and customers)
If your job post reads like a policy doc, don’t be surprised if it gets ignored.
In this article, we’ll flip the script. You’ll learn how to write a human, high-converting job post that attracts serious, qualified Technical Support Managers—without sounding like a robot.
Before we get into examples, if you haven’t already, check out our full guide on how to write a job post that attracts top talent , Link https://workscreen.io/how-to-write-a-job-post/. It walks through everything you need to know—from structure to tone to candidate psychology.
Ready to do it right? Let’s break down the role first.
Build a winning team—without the hiring headache. WorkScreen helps you hire fast, confidently, and without second-guessing.
What Does a Technical Support Manager Actually Do?
Let’s skip the fluff and break it down:
A Technical Support Manager leads the team responsible for helping customers solve product issues—whether through live chat, email, phone, or ticketing systems. But they don’t just answer questions.
They build the systems, hire the people, track performance, and make sure the entire support operation runs smoothly.
Think of them as the bridge between your customers and your product team. They gather feedback, escalate bugs, improve support workflows, and train support reps to deliver top-tier service.
The best ones aren’t just good at solving problems—they’re great at preventing them. They create documentation, automate repetitive tasks, and work cross-functionally to reduce support volume over time.
In short:
👉 They lead the support team,
👉 Improve customer experience, and
👉 Make your support process scale.
And depending on your company size, they might wear several hats—from hands-on technical triage to high-level strategy.
Two Great Technical Support Manager Job Description Templates
✅ Option 1: Job Description For Experienced Technical Support Manager
📌 Job Title: Technical Support Manager – HelpDeskFlow (Remote, US Timezones)
💼 Type: Full-Time | Remote | $70,000–$90,000/year
🕒 Schedule: Flexible hours with 4-hour overlap in EST/PST
🎥 Meet Your Future Manager: [Insert Loom video link here]
About Us
HelpDeskFlow is a customer support automation platform used by over 2,000 growing businesses to streamline ticketing, live chat, and knowledge base creation. We’re on a mission to help support teams do more with less—without losing the human touch.
Behind the scenes, we’re a fast-moving, product-led team that cares deeply about customer experience. Our support is one of the biggest reasons customers stay, and now we’re looking for a Technical Support Manager to help us scale it with care.
What You’ll Be Doing
- Lead, mentor, and grow our remote support team (currently 5 reps across 3 time zones)
● Create and improve support workflows using tools like Zendesk, Notion, and Linear
● Monitor KPIs (first response time, CSAT, resolution time) and drive weekly improvements
● Partner with Product and Engineering to escalate bugs and close feedback loops
● Maintain and expand our internal knowledge base
● Build training systems and hire new team members as we scale
● Step in when needed during product launches or high-volume periods
What We’re Looking For
✅ 3+ years managing a technical support or customer experience team
✅ Experience with helpdesk tools (Zendesk, HelpScout, Intercom, etc.)
✅ Systems thinker with strong leadership and coaching skills
✅ Strong written communication and problem-solving mindset
✅ Passion for improving support processes through automation and data
✅ Bonus: Experience supporting a SaaS product or startup
Why This Role Is a Great Fit
This is more than a management role—it’s a chance to shape the future of support at a product-first company. You’ll have ownership, autonomy, and real input in how we grow the team and serve our users. If you’ve ever wanted to build a world-class support function from the ground up, this is your opportunity.
Perks & Benefits
✅ Full health, dental, and vision insurance
✅ 401(k) with matching
✅ Equity options
✅ Annual learning & development budget
✅ $500 remote work stipend
✅ 15 days paid vacation + company holidays
✅ Optional in-person team retreats (twice a year)
How to Apply
We use WorkScreen.io to make our hiring process fair and skill-based. Complete the short evaluation to show us what you can do—we’ll be in touch shortly.
[Insert WorkScreen link]
✅ Option 2: Job Description For Willing-to-Train / Growth Track Candidate
📌 Job Title: Support Team Lead (Growth Path to Technical Support Manager – NetLink IT Solutions)
💼 Type: Full-Time | Hybrid – Houston, TX | $50,000–$60,000/year
🕒 Schedule: Mon–Fri | 8AM–4PM
🎥 Meet the Team: [Insert Loom or YouTube link]
About Us
NetLink IT Solutions is a managed IT services provider helping small businesses across Texas stay secure, connected, and productive. From helpdesk support to on-site network installs, we deliver fast, reliable service that keeps our clients running smoothly.
We’re a growing team with a tight-knit culture—and we’re looking for a Support Team Lead ready to step into more responsibility. If you’re currently working in support and want to move into a leadership role, this could be the perfect fit.
What You’ll Be Doing
- Supervise and support a small team of helpdesk reps
● Resolve customer issues through email, phone, and ticketing systems
● Assist with ticket escalations and knowledge base documentation
● Collaborate with senior engineers on complex issues
● Contribute to building internal processes, onboarding new staff, and planning weekly support schedules
● Learn the ropes of team leadership—with coaching from our management team
What We’re Looking For
✅ Experience in a Tier 2 helpdesk or team lead role
✅ Strong communication and documentation skills
✅ Tech-savvy and eager to learn new tools (Freshdesk, Jira, etc.)
✅ Proactive, curious, and solutions-oriented
✅ Bonus: Experience supporting hardware or SaaS tools
Why This Role Is a Great Fit
We’re hiring with the future in mind. If you’ve got leadership potential but haven’t had the chance to step up—this is it. You’ll receive hands-on mentorship, the freedom to try new ideas, and a clear path to grow into a full Technical Support Manager role within 6–12 months.
Perks & Benefits
✅ Health, dental, and vision coverage
✅ 10 paid vacation days (increases after 1 year)
✅ On-the-job leadership coaching
✅ Paid certifications and training
✅ Commuter reimbursement
✅ Quarterly team lunches and bonus incentives
How to Apply
We use WorkScreen.io to evaluate applicants based on performance and potential—not just resumes. Complete the quick assessment below to get started.
[Insert WorkScreen link]
WorkScreen simplifies the hiring process, helping you quickly identify top talent while eliminating low-quality applications. By saving you countless hours and reducing the risk of bad hires, it empowers you to build a team that delivers results
Breakdown of Why These Job Descriptions Actually Work
These job posts don’t just list tasks—they connect with real people. Let’s break down why each section helps attract stronger, more aligned applicants:
1. ✅ The Job Titles Are Clear, Specific, and Purpose-Driven
Instead of vague titles like “Support Manager”, each post clearly communicates:
- The role
- The company
- The context (e.g., remote, hybrid, SaaS, career growth)
That clarity improves relevance, especially on job boards and search engines. Candidates instantly know if the role fits their expertise and goals.
2. ✅ The Introductions Are Warm and Contextual
These posts don’t start with corporate blur. They lead with:
- What the company actually does
- What the mission is
- Why this role matters within the bigger picture
This builds emotional connection. It makes the reader feel like they’re joining something real—not just filling a seat.
3. ✅ The Responsibilities Are Framed Around Impact, Not Tasks
Rather than bullet-pointing “manage tickets” or “lead team,” these templates:
- Show how the role impacts customers and teammates
- Use verbs like lead, improve, scale, reduce
- Provide context for each responsibility
That attracts candidates who think strategically and want to make a difference—not just punch a clock.
4. ✅ There’s a Clear, Human-Centered Hiring Pitch
Each post includes a section on “Why This Role Is a Great Fit”—and it’s not copy-paste fluff. These sections:
- Speak to candidates’ motivations (ownership, growth, impact)
- Make the reader feel seen and valued
- Show how the company invests in their success
This is where serious candidates get excited—and bad-fit applicants quietly disqualify themselves.
5. ✅ Perks & Benefits Are Transparent and Specific
Each job post spells out real benefits—health insurance, PTO, remote stipends, development budgets. This:
- Builds trust and signals professionalism
- Helps candidates understand the true value of the offer
- Shows that the company respects employees, not just output
Even simple perks like “team lunches” or “mentorship” add emotional weight when presented clearly.
6. ✅ The Application Process Is Respectful and Modern
Instead of “send CV and wait,” the posts:
- Explain how the process works
- Use WorkScreen to evaluate fairly and transparently
- Set realistic expectations (you’ll hear back, here’s what happens next)
That improves candidate experience and reduces anxiety—which makes good people more likely to apply.
7. ✅ Optional Loom Video Adds a Personal Touch
Including a video from the hiring manager or team shows:
- You’re human
- You care about transparency
- You’re willing to go the extra mile to make the post feel alive
This builds trust and helps your job stand out—especially in competitive roles where candidates have options.
Bad Technical Support Manager Job Post Example – And Why It Falls Flat
Let’s take a look at the kind of job description that still shows up on company websites and job boards today. It’s not offensive—it’s just ineffective.
❌ Bad Job Post Example
Job Title: Technical Support Manager
Company: GlobalTech Inc.
Location: Remote
Type: Full-Time
Job Summary
We are seeking an experienced Technical Support Manager to oversee our support team and ensure efficient handling of customer queries. The successful candidate will be responsible for maintaining service level agreements and reporting on performance metrics.
Key Responsibilities
● Manage daily support operations
● Supervise technical support staff
● Monitor and enforce SLAs
● Generate weekly performance reports
● Collaborate with other departments as needed
Requirements
● Bachelor’s degree in Computer Science or related field
● 5+ years experience in a technical support leadership role
● Strong communication and leadership skills
● Knowledge of CRM and helpdesk tools
How to Apply
Interested candidates should send their résumé and cover letter to hiring@globaltech.com. Only shortlisted candidates will be contacted.
⚠️ Why This Job Post Doesn’t Attract Top Talent
Let’s break down where it goes wrong:
1. 💤 The Job Title Is Generic
There’s no context. No industry. No unique element.
It doesn’t help a candidate self-select or get excited. It could be for any company in any vertical.
2. 💡 The Introduction Offers Zero Insight
There’s no mention of:
- What the company does
- Why the role matters
- Who the candidate would be serving or working with
It reads like a formality—not an invitation.
3. 💰 No Mention of Salary or Benefits
This instantly raises red flags for high-quality candidates.
Without transparency, they assume the worst—or they move on to companies that respect their time and expectations.
4. 🧱 Culture and Values Are Missing
What’s it like to work there? What does the team value? How do they support employee growth?
There’s nothing here to help the candidate imagine themselves in the role—or understand if they’d be a fit.
5. 📉 The Responsibilities Are Flat and Uninspiring
“Manage daily operations” and “generate reports” doesn’t show impact.
It tells us what to do, but not why it matters. There’s no sense of ownership, creativity, or contribution.
6. 📬 The Application Process Feels Dismissive
“Only shortlisted candidates will be contacted” is cold.
It signals that the company doesn’t value every applicant’s effort, which discourages thoughtful, mission-driven candidates from applying.
7. ❌ There’s No Personality in the CTA
There’s no urgency. No warmth. No reason to take action.
It’s a throwaway line at the end of a forgettable post.
This kind of post may still “technically” work—but only if you’re okay attracting disengaged or desperate candidates.
Bonus Tips to Make Your Job Description Stand Out
Even a well-structured post can fall flat if it misses the emotional details that matter to great candidates. These are the subtle touches that signal, “We respect your time, we care about people, and we take hiring seriously.”
If you want to attract thoughtful, high-quality applicants—not just warm bodies—add these details to your job posts:
✅ Tip 1: Add a Security / Privacy Notice
Fraudulent job scams are everywhere. A simple trust notice helps candidates feel safe applying.
You can add:
“🔒 We take the security and privacy of all job applicants seriously. We will never ask for payment, bank details, or sensitive personal information during any part of the hiring process.”
It shows integrity—and builds credibility with cautious applicants.
✅ Tip 2: Mention Leave Days and Flexibility
Top talent isn’t just looking for a paycheck—they want to know you value their time and wellbeing.
Even something simple like:
“Enjoy up to 15 paid vacation days per year, plus company holidays—because we know rest makes people better.”
Or:
“Need to pick up your kid from school? No problem. We trust you to manage your schedule like a pro.”
This signals emotional intelligence and helps your role stand out.
✅ Tip 3: Highlight Training and Growth Opportunities
Let candidates know you invest in their development. Especially for junior or mid-level roles, this can be the difference between apply or scroll past.
You could include lines like:
“We invest in our team. From mentorship to annual learning stipends, you’ll have the support you need to grow into the next version of yourself.”
Or:
“This role comes with a clear path to [Manager/Senior Support Lead/etc.], and we’ll support you every step of the way.”
✅ Tip 4: Add a Loom or Video Message from the Hiring Manager
A short video builds trust instantly. It helps humanize your brand and gives the job post personality.
The video doesn’t need to be fancy. Just cover:
- Who you are
- Why this role matters
- What kind of person you’re excited to work with
If someone’s deciding between 5 job listings, your video could be the reason they choose yours.
Here is an example that we used in our master guide on how to write a great job post description , you can check it out here https://www.loom.com/share/ba401b65b7f943b68a91fc6b04a62ad4
✅ Tip 5: Set Expectations and Respect the Applicant’s Time
Include a friendly statement about your hiring process.
For example:
“We review every application and aim to respond within 1–2 weeks. You’ll always hear back—whether you’re moving forward or not.”
This earns goodwill—and it’s rare enough that it makes you stand out instantly.
Should You Use AI to Write Your Job Descriptions?
Short answer: yes—but not blindly.
AI can help you write faster. But if you just type “Write a job post for a Technical Support Manager” into ChatGPT or any ATS that uses AI, you’ll end up with exactly what we warned you about earlier:
❌ Generic posts
❌ Zero personality
❌ Buzzwords and boilerplate
It’s not that AI is bad—it’s that bad prompts lead to bad content.
🚫 The Wrong Way to Use AI
Many job boards and ATS platforms now offer “one-click” AI-generated job posts. But here’s what typically happens when you use them without any input:
- You get a boring list of duties and requirements
- It fails to reflect your company’s culture or voice
- You attract low-effort, mass-applying candidates
- And worst of all… it sounds like every other post out there
That’s how you blend in—not stand out.
✅ The Right Way to Use AI
Treat AI like a writing assistant—not a strategist.
Here’s what to do:
Give it your raw ingredients:
- What your company actually does
- What the role entails day-to-day
- What kind of candidate you’re looking for
- What makes your company culture special
- What perks, salary, and benefits you offer
- Your hiring process and timeline
Then prompt it like this:
“Help me write a job post for our company, NetLink IT Solutions. We’re hiring a Support Team Lead to help manage our helpdesk team and grow into a Technical Support Manager role. Our culture is collaborative, supportive, and customer-first. We want someone who is reliable, communicative, and excited about leadership. We offer health insurance, paid time off, training support, and a clear promotion path. Here are a few bullet points I wrote to guide you: [paste your rough notes]”
Now the AI has something real to work with—and can actually help you craft something that reflects your voice and values.
🧠 Final Reminder:
AI is great for refining your writing. Use it to:
- Improve clarity
- Adjust tone
- Organize your ideas
- Polish formatting
But don’t outsource the heart of the message. The best candidates will feel it if your job post was written with care—and they’ll feel it just as clearly when it wasn’t.
Don’t let bad hires slow you down. WorkScreen helps you identify the right people—fast, easy, and stress-free.
Need a Quick Copy-Paste Job Description?
✅ Option 1: Conversational Job Description Template (Culture-First Style)
📌 Job Title: Technical Support Manager – [Remote / Hybrid / On-Site]
💼 Type: [Full-Time / Part-Time] | [Remote / Location] | [$XX,000–$XX,000/year]
🎥 Meet Your Future Manager: [Insert Loom or video link here]
Who We Are
At [Company Name], we help [describe your mission, product, or market briefly—e.g., “remote teams manage customer communication effortlessly”]. We’re proud to be trusted by [insert number] of customers who rely on our support to solve problems fast and with care.
Now, we’re hiring a Technical Support Manager to lead and grow our support team. You’ll bring structure, empathy, and leadership to the way we serve customers—and help shape the systems that scale our service.
What You’ll Do
● Lead and coach a team of [X] support agents across [time zones or regions]
● Improve support workflows using tools like [Zendesk, Notion, etc.]
● Track and improve performance metrics (CSAT, resolution time, etc.)
● Collaborate with Product and Engineering to close feedback loops
● Build out internal and external documentation
● Support hiring, onboarding, and team growth
What We’re Looking For
✅ [2–4+] years managing a support or service team
✅ Experience with [Zendesk / Intercom / HelpScout / Jira]
✅ Excellent communicator—especially in writing
✅ Strong leadership skills with a calm, empathetic approach
✅ Bonus: Experience in [SaaS / B2B / IT / e-commerce] environments
Why This Role Is a Great Fit
This isn’t just a management role—it’s a high-impact leadership opportunity. You’ll have real influence over how support operates, how the team grows, and how customers experience our brand. If you’re excited about building, not babysitting, this role is for you.
Perks & Benefits
✅ Health, dental, and vision insurance
✅ [X] PTO days + company holidays
✅ Home office stipend or coworking support
✅ [$X] annual learning budget
✅ Flexible hours and remote culture
✅ Optional team retreats and leadership coaching
How to Apply
We use WorkScreen.io to evaluate applicants based on skill—not just resumes. Click below to complete a short, role-specific evaluation, and we’ll follow up with next steps.
[Insert WorkScreen link]
✅ Option 2: Structured “Job Brief + Responsibilities + Requirements” Format
📌 Job Title: Technical Support Manager
Company: [Company Name]
Location: [Remote / Hybrid / On-Site in Location]
Type: [Full-Time / Part-Time] | [$XX,000–$XX,000/year]
🎥 Meet Your Team Lead: [Insert Loom or video link here]
Job Brief
[Company Name] is looking for an experienced Technical Support Manager to lead our support function. You’ll be responsible for managing day-to-day operations, coaching team members, and ensuring high-quality service across all channels. The right candidate will be highly organized, customer-obsessed, and experienced in scaling support systems.
Key Responsibilities
● Lead and mentor a team of [X] technical support agents
● Monitor support performance metrics (e.g., SLAs, CSAT)
● Oversee ticket routing, escalation protocols, and daily workflows
● Collaborate with Engineering/Product to resolve issues and improve feedback loops
● Develop knowledge base articles and internal SOPs
● Hire and onboard new team members as the department scales
Requirements
● [3–5+] years experience in a technical support or service leadership role
● Familiar with tools like [Zendesk, Jira, HelpScout, etc.]
● Strong interpersonal and conflict resolution skills
● Excellent written communication and documentation skills
● Bonus: Experience managing distributed teams or remote agents
Perks & Benefits
● Health, dental, and vision insurance
● [X] PTO days
● Professional development stipend
● Laptop/equipment reimbursement
● [Any other relevant company perks]
How to Apply
We use WorkScreen.io to assess applicants fairly and efficiently. You’ll complete a brief skill-based evaluation tailored to this role. Once submitted, we’ll get back to you quickly.
[Insert WorkScreen link]
Ready to Take the Next Step? Let WorkScreen Help You Hire Smarter
Writing a great job post is just the first step. Once the applications start rolling in, the real challenge begins: How do you quickly and confidently identify your best candidates—without wasting time on guesswork or generic resumes?
That’s where WorkScreen.io comes in.
Here’s how we help you hire better:
🔍 Instantly Spot Top Talent
WorkScreen automatically evaluates, scores, and ranks candidates on a performance-based leaderboard—so you can immediately focus on the most promising applicants.
No more résumé roulette. No more hiring based on “vibes.” Just real results, upfront.
🛠️ Test Real-World Skills, Not Just Talk
Easily send role-specific skill tests that mimic real work—so you can see how candidates think, solve problems, and communicate before the interview.
This levels the playing field and helps you hire based on ability, not background.
🚫 Eliminate Low-Effort or AI-Generated Applications
WorkScreen filters out applicants who use one-click apply tools, copy-paste answers, or AI-written fluff.
You get to focus only on genuine, high-effort applicants who are serious about the role.
💼 Save Hours—And Avoid Costly Hiring Mistakes
With WorkScreen, you skip the resume pile, avoid unqualified interviews, and reduce bias. You’ll make faster, smarter hiring decisions—with far less stress.
Whether you’re hiring your first support manager or building an entire team, WorkScreen gives you the structure, speed, and confidence you need. Create a job post, invite candidates, and let WorkScreen do the heavy lifting.
FAQ
Look for a mix of technical know-how, leadership ability, and communication skills. A great Technical Support Manager should:
- Understand common support tools (e.g., Zendesk, Intercom, Jira)
- Be comfortable interpreting data (CSAT, resolution times, backlog metrics)
- Know how to de-escalate tense situations and coach others to do the same
- Communicate clearly across teams—especially with Product and Engineering
- Create repeatable systems, not just react to issues
Bonus points if they’ve worked in a remote environment or helped scale support during fast growth.
The average salary for a Technical Support Manager in the U.S. typically ranges from $70,000 to $110,000 per year, depending on:
- Location
- Company size and industry
- Experience level
- Whether the role is remote or in-office
In tech or SaaS companies, the range often leans higher—especially for candidates with experience managing distributed teams or scaling support systems.
Both approaches can work—but here’s the difference:
- Internal promotions often come with deeper product knowledge, stronger team trust, and smoother onboarding.
- External hires bring in fresh ideas, outside best practices, and objectivity—especially if the current team is struggling.
If you have a strong support lead internally who’s coachable, it may be worth investing in their growth. Otherwise, hiring someone with prior management experience may help you level up faster.
Accordion Conten
While they sound similar, there’s a key distinction:
- A Technical Support Manager typically supports more complex tools, software, or systems—often working closely with Engineering and Product.
- A Customer Support Manager may focus more on general inquiries, order issues, and broader customer experience.
If your product is software or IT-related, you’ll likely want a Technical Support Manager who can navigate troubleshooting workflows and technical escalations with ease.
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