Senior Application Support Engineer → Head of Support

A realistic transition from Senior Application Support Engineer to Head of Support: transferable skills, the gaps to close, a step-by-step learning plan and alternative routes. Estimated skill overlap 0%. Difficulty: Hard.

Difficulty: Hard6 stepsDuration: 16 to 20 monthsOverlap: 0%

Transition from Senior Application Support Engineer to Head of Support.

Skills to learn

  • Support leadership
  • Service strategy
  • SLA & vendor governance
  • Team development
  • Stakeholder management
  • Budget

Step-by-step learning plan

  1. 1. Build on your Senior Application Support Engineer experience

    2–4 weeks

    Map your current strengths against the Head of Support role.

  2. 2. Learn the core of the Head of Support role

    6–10 weeks

    Learn

    • Support leadership
    • Service strategy
    • SLA & vendor governance
    • Stakeholder management

    Technologies

    ServiceNowJira Service ManagementPower BI

    Cover the biggest gaps first: Support leadership, Service strategy, SLA & vendor governance.

  3. 3. Master advanced Head of Support skills

    6–10 weeks

    Learn

    • Team development
    • Continuous improvement
    • Budget
    • Mentoring

    Technologies

    ExcelTableauTeams

    Handle the advanced topics: Team development, Continuous improvement, Budget.

  4. 4. Get productive with the Head of Support toolchain

    4–8 weeks

    Technologies

    ServiceNowJira Service ManagementPower BIExcelTableauTeamsSharePointPowerPoint

    Be hands-on with ServiceNow, Jira Service Management, Power BI and the rest of the target stack.

  5. 5. Practise Head of Support work in real conditions

    4–8 weeks

    Ship a portfolio project or take on Head of Support tasks at work.

  6. 6. Get certified and position yourself as a Head of Support

    4–8 weeks

    Technologies

    ITIL 4 StrategistPMPHDI Manager

    Update your CV and LinkedIn around Head of Support, then apply to target roles.

Alternative routes