Leads the support organisation, strategy and service quality across perimeters.
Entry
Expert
Coding
Low
Key skills
Career overview
The Head of Support leads the support organisation: strategy, service quality, SLAs, vendor governance and team development. They report to executive leadership. The role leads to IT Manager, IT Director or VP Technology.
Main responsibilities
- Manage the support organisation, SLAs and vendors
- Define strategy and steer long-term direction
- Coordinate the technical work of the team
- Mentor junior team members and review their work
- Manage budget, scope and risks
- Align stakeholders and report progress
- Prioritise work and manage competing demands
- Structure work, resources and governance
- Ensure delivery of products and programs
- Keep technical documentation up to date
Technical skills
Technologies
Education level
Education requirements vary depending on the company, country and experience. Professional experience, certifications and technical skills can sometimes compensate for formal education.
High School / Bac
Less common
Bac+2 (2-year degree)
Less common
Bac+3 (Bachelor)
Less common
Bac+5 (Master / Engineering)
Common entry point
Experience & coding level
Experience level
Coding level
Useful certifications
Certifications are never mandatory. They are one way among others to prove a skill.
- ITIL 4 Strategist
- PMP
- HDI Manager
Where can this career take you?
Multiple paths are possible. Click a role to open its profile.
Direct progression
Possible branches
Where can you go next?
Realistic next career moves, with compatibility and a transition roadmap for each.
Overlap: 73% · Difficulty: Hard
Skills to learn: Architecture & platforms, Innovation
View roadmapWhere can you go from here?
A typical progression built from real career relationships. Click any role to open its profile.
Soft skills
- Leadership
- Strategic thinking
- Clear communication
- Stakeholder management
- Mentoring
- Decisiveness
- Big-picture thinking
Common previous careers
Roles that frequently lead into this career.
Overlap: 48% · Difficulty: Medium
Skills to learn: Support leadership, Team development, Continuous improvement
View roadmapOverlap: 0% · Difficulty: Hard
Skills to learn: Support leadership, Service strategy, SLA & vendor governance
View roadmapRelated resources
Continue your career exploration
Keep moving: compare roles, follow a roadmap, read a guide or prepare for an interview.
Ready to explore your next step?
A documented transition from this role to the next.
Head of SupportIT Manager
Keep exploring
Compare this role with others, or check which career fits you best.