Support Manager → Head of Support
A realistic transition from Support Manager to Head of Support: transferable skills, the gaps to close, a step-by-step learning plan and alternative routes. Estimated skill overlap 48%. Difficulty: Medium.
Difficulty: Medium6 stepsDuration: 9 to 13 monthsOverlap: 48%
Transition from Support Manager to Head of Support.
Transferable skills
- Service strategy
- SLA & vendor governance
- Stakeholder management
- Budget
Skills to learn
- Support leadership
- Team development
- Continuous improvement
- Mentoring
Step-by-step learning plan
1. Build on your Support Manager experience
2–4 weeks
Leverage
- Service strategy
- SLA & vendor governance
- Stakeholder management
- Budget
Map transferable skills — Service strategy, SLA & vendor governance, Stakeholder management — against what a Head of Support needs.
2. Learn the core of the Head of Support role
6–10 weeks
Learn
- Support leadership
- Team development
Technologies
Jira Service ManagementTableauPowerPoint
Cover the biggest gaps first: Support leadership, Team development.
3. Master advanced Head of Support skills
6–10 weeks
Learn
- Continuous improvement
- Mentoring
Technologies
M365ITILPlanview
Handle the advanced topics: Continuous improvement, Mentoring.
4. Get productive with the Head of Support toolchain
4–8 weeks
Technologies
Jira Service ManagementTableauPowerPointM365ITILPlanviewOutlookWord
Be hands-on with Jira Service Management, Tableau, PowerPoint and the rest of the target stack.
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. 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.