United Kingdom · Technology and data · Senior (5-8 years)

IT Support Manager

Here is the whole job, in plain words. What it is, what you decide, how you're judged, how people get here and where they go next. Then the part no course gives you: twelve AI tutors who learn your work.

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Experience bandSenior (5-8 years)
Direct reportsNo direct reports
Reports toIT Support Manager (L5)
UK framework levelUsually a professional owning their own work, or leading a small team

Also advertised as Senior IT Support Engineer · Technical Support Lead · IT Systems Specialist (Senior) · Service Desk Team Lead

Built on 43,079 real UK job descriptions we analysed · grounded in what real qualifications cover

Two short quizzes about you

1From this job to a course

The qualifications matched to this job

Pearson BTEC Level 4 Diploma in Healthcare Science Pearson Education Ltd · Level 4 · covers 1 of 2 standards

City & Guilds Level 4 Diploma For ICT Professionals (Systems and Principles) City & Guilds Limited · Level 4 · covers 1 of 2 standards

ETCAL Level 3 Diploma in Laboratory and Associated Technical Activities ETC Awards Limited · Level 3 · covers 1 of 2 standards

GQA PAA\VQ-SET Level 3 NVQ Diploma in Laboratory and Associated Technical Activities GQA Qualifications Limited · Level 3 · covers 1 of 2 standards

EAL Level 3 Diploma in Advanced Manufacturing and Engineering - Technical Support Technician (Development Competence) Excellence, Achievement & Learning Limited · Level 3 · covers 1 of 2 standards

ETCAL Level 2 NVQ Certificate in Laboratory and Associated Technical Activities ETC Awards Limited · Level 2 · covers 1 of 2 standards

Matched from the standards this job is measured against: a suggestion, not an official ruling.

The units you would start with

Technical Support for Computerised Medical Devices Pearson BTEC Level 4 Diploma in Healthcare Science

Networking Infrastructure City & Guilds Level 4 Diploma For ICT Professionals (Systems and Principles)

Provide technical support for computer application software and equipment for learning activities ETCAL Level 3 Diploma in Laboratory and Associated Technical Activities

Providing technical sales and marketing support for engineering activities EAL Level 3 Diploma in Advanced Manufacturing and Engineering - Technical Support Technician (Development Competence)

Provide scientific or technical support for learning activities ETCAL Level 2 NVQ Certificate in Laboratory and Associated Technical Activities

The future skills this job leans on

AI Fluency working with AI as a thinking partner

Data Fluency turning numbers into a decision

Automation Fluency building AI into how work runs

Systems Fluency seeing the whole picture

Trust Fluency keeping the digital world safe

Your Plan Illustration

Built for IT Support Manager

5 units that map to this job, from the qualifications that cover it.

Technical Support for Computerised Medical Devices Pearson Education Ltd · covers 1 of 2 standards Level 4
Networking Infrastructure City & Guilds Limited · covers 1 of 2 standards Level 4
Provide technical support for computer application software and equipment for learning activities ETC Awards Limited · covers 1 of 2 standards Level 3
Providing technical sales and marketing support for engineering activities Excellence, Achievement & Learning Limited · covers 1 of 2 standards Level 3
Provide scientific or technical support for learning activities ETC Awards Limited · covers 1 of 2 standards Level 2

These are the real units behind this job, in the order they rank for it. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

2AI and this work

Will AI change your work as an IT Support Manager?

Nobody can say exactly how. Here is what this job is being asked for next, and where to start.

The new skills this role is being asked for

Prompt Engineering & LLM Integration
Advanced Automation Scripting (PowerShell/Python)

Why each one is rising

The future skills this job leans on

AI Fluencyworking with AI as a thinking partner
Data Fluencyturning numbers into a decision
Automation Fluencybuilding AI into how work runs
Systems Fluencyseeing the whole picture
Trust Fluencykeeping the digital world safe

We'll only ever tell you what we can actually back up. No hype, no scare tactics.

What happens when you start

Next, a free account. We build your IT Support Manager plan as you set up, starting with the free AI Fluency module. No card.

Your first Future Fluency module is free. After that, your AI tutor is £70 a month.

Ready to pay? Subscribe for £70 a month

Keep this read. One email with what AI is changing in this job, the new skills it asks for and where to start free. Nothing else follows unless you confirm your address.

3What this role really is

An IT Support Manager handles the toughest technical problems and helps less experienced staff work through them. The role involves keeping systems running smoothly and spotting problems before they grow.

4What you'd actually use

The tools this job runs on, and how well you'd need to know each one.

ITSM Platform (ServiceNow, Jira Service Management, Zendesk) Expert

You'll be configuring workflows, building custom reports and dashboards to track team performance, training new users on advanced features, and managing automation rules to streamline ticket handling. You're not just using it; you're shaping it.

Endpoint Management (Microsoft Intune, Jamf Pro, Kandji) Advanced

You'll be creating and testing deployment packages for new software, building complex configuration profiles, and troubleshooting tricky policy conflicts across our fleet of devices. You'll ensure our devices are secure and correctly configured.

Identity & Access Management (Okta, Azure Active Directory, JumpCloud) Advanced

You'll be managing group policies, troubleshooting complex SSO/MFA failures, and conducting regular user access reviews and audits. You're ensuring the right people have the right access, and no more.

Remote Support Tools (BeyondTrust, TeamViewer, Splashtop) Expert

You'll be using advanced features like session recording for training purposes, troubleshooting connectivity issues with the tool itself, and ensuring secure, efficient remote access for complex problem resolution.

Knowledge Base (Confluence, Guru, Notion) Advanced

You'll be authoring, reviewing, and publishing new KB articles and detailed runbooks. You'll also be analysing usage metrics to identify critical knowledge gaps and ensure our documentation is actually used and useful.

Executive Dashboards (Power BI, Tableau) Advanced

You'll be connecting data sources (like the ITSM API) to build custom reports and dashboards on team performance, incident trends, and problem management effectiveness. You'll turn raw data into actionable insights.

GRC Systems (ServiceNow GRC, OneTrust) Basic

You'll be providing evidence for IT controls during audits (e.g., access reviews, change logs) and understanding how our support processes contribute to overall compliance requirements.

5What you get to decide, and how that grows

Power in a job isn't your title. It's what you're allowed to decide. Here's how it grows as you move up.

The choice	Coming in	Where you are now	The step above
Troubleshooting Steps for Complex Issue	Follows documented steps; escalates when unsure.	Chooses appropriate troubleshooting path from experience; escalates novel issues.	Defines novel troubleshooting paths; makes real-time decisions during P1 incidents; rarely escalates for technical guidance.
Knowledge Base Article Creation/Update	Suggests edits to existing articles; documents simple solutions.	Creates articles for common, undocumented issues; gets manager approval.	Designs and authors comprehensive new articles/runbooks; reviews and approves junior team's contributions; identifies knowledge gaps.
Prioritising Daily Workload	Prioritises based on ticket queue order or supervisor guidance.	Independently prioritises based on SLA and business impact for routine tickets.	Strategically prioritises complex incidents, problem investigations, and mentorship activities, often reprioritising junior team's work during a 'ticket swarm'.
Vendor Escalation	Provides information to senior team for vendor escalation.	Initiates vendor support requests for known issues; follows up on existing tickets.	Leads vendor escalation calls; holds vendors accountable to SLAs; influences vendor technical direction for specific issues.

6How you'll be judged

The scoreboard, and what is not on it. The hard targets, how often each is actually looked at, and the quiet signals that never reach a dashboard.

SLA Adherence for Escalated Tickets

Ensuring that the more complex tickets you handle, or that your mentees escalate to you, are resolved within our agreed Service Level Agreements.

Target · >98% compliance on response and resolution SLAs for L2/L3 tickets.

If a P2 incident is assigned to you, you'll make sure it's acknowledged within 30 minutes and resolved within 4 hours, consistently hitting that target.

Ticket Escalation Rate Reduction

Reducing the number of tickets that need to be escalated to other, more specialised IT teams (like Networking or DevOps) by improving our internal knowledge and troubleshooting capabilities.

Target · Reduce escalations to other teams by 15% quarter-over-quarter.

If we escalated 100 tickets to the Networking team last quarter, your goal is to help the team resolve 15 of those types of issues internally this quarter, perhaps by creating a new runbook.

Knowledge Contribution & Quality

Actively creating, reviewing, and improving our internal knowledge base articles and runbooks, making it easier for everyone (especially junior staff) to solve problems.

Target · Author or approve >10 new or significantly updated KB articles per quarter.

You'll write a detailed guide on 'Troubleshooting VPN Connectivity Issues on macOS' and review five articles written by junior engineers, ensuring they're clear and accurate.

Problem Management & RCA Completion

Successfully identifying the root cause of recurring incidents and ensuring that a permanent fix or workaround is implemented to prevent them from happening again.

Target · Lead and close out >3 Root Cause Analysis (RCA) investigations per quarter.

After a series of printer outages, you'll lead the RCA, identify a driver conflict, and work with the Endpoint Management team to deploy a fix, then document it.

Mentorship Effectiveness

How well you guide and develop junior IT Support Engineers, helping them grow their technical skills and problem-solving abilities.

Feedback from junior team members (anonymous surveys or 1-to-1s), observed improvement in their ticket handling, their ability to take on more complex tasks, and their reduced need for direct supervision. Your manager will also look for your active participation in their development plans.

Incident Leadership & De-escalation

Your ability to take charge during P1 incidents, communicate calmly and clearly, and effectively de-escalate frustrated users or stakeholders.

Post-incident review feedback, observations during 'war room' calls, positive comments from business users or other IT teams about your handling of stressful situations. The speed and clarity of your incident communications will also be key.

Process Improvement Impact

Your contributions to making our IT support processes more efficient, reliable, and user-friendly.

Documented process changes you've initiated or championed, reduction in manual steps for common tasks, positive feedback from the team on new runbooks or workflows you've helped create, and observable improvements in team efficiency or user experience.

7Would you like it

Both sides. What people enjoy, and what grinds them down.

What people enjoy

Solving Complex Puzzles

You get a real kick out of taking on the trickiest, most obscure technical problems that have stumped everyone else. When a user has a weird, intermittent issue that defies all logic, you're the first to volunteer to dig in.

Spending an afternoon tracking down a subtle DNS misconfiguration that was causing intermittent access issues for a handful of remote users, and finally getting it resolved.

Helping Others Grow and Succeed

You genuinely enjoy seeing junior team members 'get it' and become more capable. You're always ready to offer guidance, share knowledge, and patiently explain complex concepts, knowing it makes the whole team stronger.

Sitting with a junior engineer for an hour, walking them through a complex PowerShell script for user provisioning, and seeing their 'aha!' moment.

Making Systems More Efficient and Reliable

You're not content with just fixing things; you want to make sure they don't break again. You're always looking for ways to automate repetitive tasks, improve documentation, and streamline processes, so everyone's life is easier.

Identifying a recurring issue with a specific application, leading a Root Cause Analysis, and then implementing a new runbook or automated script that prevents future occurrences.

What frustrates people

The 'Reboot Lie': Spending 15 minutes troubleshooting only to discover the user never performed the first and most basic step: rebooting their machine. It's infuriating.
Being the 'Bearer of Bad News': Having to tell the business a critical application is down when the underlying infrastructure is managed by a different team that is slow to respond. You take all the heat.
'Urgent' Ticket Fatigue: When every other ticket is marked 'Urgent' or 'High Priority' by users for non-urgent issues, completely devaluing the entire priority system.
Scope Creep from 'Shadow IT': Being asked to support a SaaS tool that a department purchased on a credit card, with no admin access, documentation, or training. It's a nightmare.
The Bottleneck Blame Game: Your team's MTTR metrics look terrible because you're waiting on the Networking or DevOps team for 80% of the resolution time, but your SLA is the one that breaches. It's not fair.

What this role does not give you

A quiet, solitary work environment with no interruptions – you'll be constantly interacting with people.
A clear, linear path where every problem has a simple, documented solution – you'll be dealing with ambiguity a lot.
A role where you can avoid documentation or process improvement – these are core to your success here.
An escape from direct user interaction – you're still very much on the front lines, just for tougher issues.

8Who you work with

This role is crucial for keeping our entire workforce productive. You're directly responsible for resolving complex technical roadblocks that stop people from doing their jobs. Your work ensures that our IT services are reliable, and that our support team is constantly improving, which frankly, saves the company a lot of money in lost productivity and keeps everyone sane.

Inside the business

L1/L2 IT Support Engineers (your mentees)
IT Support Manager (your boss)
Networking Team
DevOps Team
Internal Business Users (everyone from the CEO to the newest intern)
Product Teams (when troubleshooting application issues)

Outside the business

Hardware and Software Vendors (when escalating issues to third-party support)
Managed Service Providers (if we use them for specific functions)

9What you need before you start

Not a wish list. The things you would be expected to already have.

Proven ability to independently resolve complex, undocumented technical issues, demonstrating strong analytical and problem-solving skills.
Experience taking ownership of tickets from initial contact through to resolution, including effective communication with users and internal teams.
A track record of identifying recurring problems and proposing solutions, even if you didn't lead the full Root Cause Analysis.
Demonstrated ability to work effectively with cross-functional teams and manage minor projects or initiatives within IT support.
A solid foundation in all core IT support tools and methodologies, including advanced use of an ITSM platform and endpoint management solutions.

10What to practise next

Where the job is going, and what to do about it starting this week.

Cloud Service Management & Optimisation

Critical within 12-18 months. More and more of our services are moving to the cloud. You'll need to understand how to support, monitor, and even help optimise costs for cloud-native applications and infrastructure.

Cloud Cost Management (FinOps) · Serverless Architectures · Cloud Security Best Practices · Monitoring & Alerting in Cloud · Hybrid Cloud Support Challenges

This week: Read up on the basics of our primary cloud provider (e.g., Azure Fundamentals or AWS Cloud Practitioner).
This month: Complete an online course on cloud service management or a specific cloud platform's support features.
Month 2: Shadow a member of the DevOps or Cloud Engineering team to understand how they manage cloud resources.
Month 3: Take ownership of troubleshooting one recurring cloud-related support issue, working with relevant teams to resolve it permanently.

Quick win: Familiarise yourself with the dashboards and monitoring tools for our current cloud services. Just knowing where to look for logs is a great start.

11Staying current once you are in

What people here do to keep up

Regularly attending industry webinars and conferences focused on IT service management, cybersecurity, and cloud technologies.
Actively participating in online technical communities and forums (e.g., Reddit's r/sysadmin, specific vendor communities) to stay updated on emerging issues and solutions.
Seeking out opportunities to lead internal projects that improve IT support tools or processes.
Mentoring junior colleagues and actively engaging in knowledge sharing within the team.
Undertaking advanced training in scripting languages like PowerShell or Python for automation.

12The rising capability

The rising capability

Zavmo analysis

What's rising in its place

This is where the work is heading, and the higher pay with it. Get fluent here and the shift stops being a threat and starts being your edge.

Prompt Engineering & LLM Integration

Critical within 6 months—this isn't future-gazing; it's happening now. Competitors are already using Large Language Models (LLMs) to draft incident reports in minutes that used to take hours. Support professionals who figure this out will outproduce peers significantly.

Context Windows & Token Limits
Temperature Settings
RAG Architectures (Retrieval-Augmented Generation)
Output Validation & Hallucination Detection
Prompt Chaining for Complex Analysis

Advanced Automation Scripting (PowerShell/Python)

Important within 12 months. The drive for 'shift-left' and 'self-healing' IT means more tasks will be automated. If you can write scripts to fix common problems or automate repetitive tasks, you'll be invaluable.

API Integration
Error Handling & Logging
Scheduled Tasks & Event Triggers
Script Version Control
Security Best Practices for Scripting

13What you’ll use

What you’ll use

Skills this role draws on

Technical

ITIL Framework (v4) Application
SLA & OLA Management
Root Cause Analysis (RCA) Leadership
Knowledge-Centered Service (KCS) Implementation
IT Asset Lifecycle Management (ITAM) Contribution
Vendor Management & Accountability

14The pathway

The pathway

How you actually get there, here

How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.

1
From IT Support Engineer (Level 2)
2-3 years at Level 2
Skills to master
- Independent problem resolution, strong user communication, basic process understanding, and a keen eye for recurring issues. You'll need to show initiative in improving things and a desire to help others.
You're ready to move on when
- Consistently exceeding SLAs for complex tickets without escalation.
- Proactively identifying and documenting solutions for new issues.
- Taking initiative to help onboard or guide new team members informally.
- Receiving positive feedback from users and other IT teams for your problem-solving skills.
2
From System Administrator / Junior DevOps Engineer
3-5 years in a sysadmin/devops role with strong user-facing experience
Skills to master
- Translating technical infrastructure knowledge into user-friendly support solutions, strong troubleshooting across various systems, and a commitment to service delivery. You'll need to adapt to a more direct user interaction model.
You're ready to move on when
- Demonstrated ability to diagnose and fix issues across infrastructure, applications, and endpoints.
- Strong communication skills, particularly when explaining complex technical problems to non-technical users.
- A desire to work directly with users and improve their daily experience, rather than just managing systems.
- Experience with automation and scripting that can be applied to support tasks.
3
From Technical Specialist (e.g., Desktop Support Specialist)
4-6 years in a specialist role, with broad exposure
Skills to master
- Deep expertise in a specific technical area (e.g., Windows, macOS, network troubleshooting), coupled with a broader understanding of IT operations. You'll need to broaden your scope beyond just one area.
You're ready to move on when
- Being the 'go-to' person for complex issues within your specialism.
- Ability to mentor and train peers in your area of expertise.
- A willingness to learn and take ownership of issues outside your primary specialism.
- Proven ability to document complex solutions and create training materials.

15Where this role leads

The long view: This work can lead to running larger IT teams, specialising in a technical area, or moving into wider IT leadership.

16Pay and demand

Pay & demand

Typical pay £56,438 a year Source: ONS Annual Survey of Hours and Earnings, 2025 (provisional), under the Open Government Licence v3.0

The figure is the median for full-time employees in the ONS occupation this job title codes to (IT managers), from the April 2025 survey, about six months old when published, as ASHE always is. It is that occupation's middle, not this role's. Half earn more.

The ten Future Fluencies

Zavmo analysis

The credential is what you can do today. These are what keep you valuable.

A qualification proves you can do the job as it's defined today. These ten are what decide whether you're still the obvious person for it in five years. They're the capabilities employers are now writing into senior roles faster than people are learning them. Zavmo weaves them through whatever you study, so you come out with both: the credential and the fluency.

The highlighted ones are the Fluencies your role leans on hardest, from how IT Support Manager is actually changing.

How you would learn this

One to one, on the work you already do

A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.

A lesson from Technical Support for Computerised Medical Devices, worked against IT Support Manager.

Technical Support for Computerised Medical Devices Level 4

Applied to your work in IT Support Manager

This unit aims to develop learners' abilities to provide technical support for computerised medical devices. Learners will understand system administration procedures in a local area network, construct and install hardware and software systems, utilise equipment management databases, and understand how ICT supports clinical activity.

How the thinking builds

1 Remember
2 Understand
3 Apply
4 Analyse
5 Evaluate
6 Create

An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time.

See Your Progress Grow Illustration

IT Support Manager

ITIL Framework (v4) Application
SLA & OLA Management
Root Cause Analysis (RCA) Leadership
Knowledge-Centered Service (KCS) Implementation
IT Asset Lifecycle Management (ITAM) Contribution
Vendor Management & Accountability

This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

17The detail, folded away

Everything else the record holds

The career branches in full, how AI is already showing up in the day-to-day, and the questions people ask about this job. Here when you want them, out of the way while you decide.

Where it leads next, rung by rung

Where it leads

The career path, and where it branches

IT Support Manager is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

Lead IT Support Manager (Level 4)
3-5 years in this Senior IT Support Manager role

This is a natural step up, moving from mentoring individuals to leading small teams or owning significant support projects and processes end-to-end. You'll be defining strategy, not just executing it.
- Support Process Architecture Designing and optimising entire support workflows, not just individual articles.
- Vendor Relationship Management (strategic) Managing key vendor relationships at a higher level, including contract negotiations.
- Incident Management Leadership (enterprise-wide) Leading major incident response across the entire organisation.
- Data Analytics for Support Using advanced analytics to identify trends, predict issues, and drive strategic improvements.
IT Support Manager (Level 5)
4-6 years in this Senior IT Support Manager role (or from Lead IT Support Manager)

This role involves formally managing the entire IT Support team, owning the budget, and being accountable for all operational support metrics. It's a significant step into people management and departmental leadership.
- Service Portfolio Management Defining the range of IT services offered and their associated SLAs.
- Strategic Vendor Management Overseeing all vendor relationships and contracts for the support function.
- IT Governance & Compliance Ensuring all support operations adhere to internal policies and external regulations.
- Capacity Planning Forecasting future support needs and planning resources accordingly.

Working with AI on the job

Working with AI

Where AI is starting to help

Let's be honest, a lot of IT support work is repetitive, time-consuming, or just plain tedious. But what if you could offload some of that to an intelligent assistant? Our new AI Productivity Hub is designed to do just that, giving you back precious hours every week to focus on the truly complex problems and strategic improvements.

As a Senior IT Support Manager, your time is gold. You're meant to be solving the tough stuff, mentoring the team, and improving processes, not getting bogged down in manual tasks. Here's how AI can help you reclaim your day and make a bigger impact, faster.

Automated Ticket Triage

Imagine AI reading every incoming ticket, instantly categorising it, setting the right priority, and routing it to the exact specialist who can help. You won't waste time sifting through queues or reassigning tickets; the AI handles the grunt work, ensuring the right person sees the right problem, right away. This means faster response times for users and less administrative overhead for you.

Predictive Incident Analysis

Instead of reacting to outages, what if you could see them coming? AI can scan thousands of system logs, network alerts, and past ticket records to spot subtle patterns that often precede major incidents. This gives you a heads-up, allowing for proactive intervention before a P1 incident brings the business to its knees. You'll shift from firefighting to prevention.

Instant Knowledge Surfacing

No more digging through endless Confluence pages or asking colleagues for that obscure runbook. An AI-powered bot, integrated into your Teams or Slack, lets you ask natural language questions like 'What's the process for a finance laptop replacement?' and get instant, accurate answers directly from our knowledge base. This means faster resolution times and less time spent searching for information for you and your mentees.

Draft Incident Comms

During a P1 incident, every second counts. AI can generate initial drafts of incident communications for status pages and stakeholder emails based on the real-time ticket data. This ensures speed, clarity, and a consistent tone during a crisis, freeing you up to focus on the actual technical resolution rather than crafting the perfect message under pressure. You'll be able to get updates out faster and more accurately.

Common questions

How do you become an IT Support Manager?

Common routes in include From IT Support Engineer (2-3 years at Level 2), From System Administrator / Junior DevOps Engineer (3-5 years in a sysadmin/devops role with strong user-facing experience) and From Technical Specialist (e.g., Desktop Support Specialist) (4-6 years in a specialist role, with broad exposure). Times vary with prior experience.

Where can an IT Support Manager progress to?

This role can lead on to Lead IT Support Manager (3-5 years in this Senior IT Support Manager role) and IT Support Manager (4-6 years in this Senior IT Support Manager role (or from Lead IT Support Manager)), depending on the skills you build.

What new skills matter most for an IT Support Manager?

Increasingly, Prompt Engineering & LLM Integration and Advanced Automation Scripting (PowerShell/Python). These are the skills our record of this role lists as growing.

You're not behind. You're right on time. The shift is only just beginning. Your role won't look the same in two years. Be the one who leads the change, not the one it happens to. Start my free AI Fluency module What happens next: a free account, then we build your plan as you set up. No card. Build your plan, see your roadmap and meet the twelve tutors matched to you. All free. When you're ready to start learning, it's £70 a month, billed monthly. Cancel any time and billing stops.

IT Support Manager

Where should we send it?

Two short quizzes about you

Will AI change your work as an IT Support Manager?

What's rising in its place

Prompt Engineering & LLM Integration

Advanced Automation Scripting (PowerShell/Python)

Skills this role draws on

Technical

How you actually get there, here

From IT Support Engineer (Level 2)

From System Administrator / Junior DevOps Engineer

From Technical Specialist (e.g., Desktop Support Specialist)

The credential is what you can do today. These are what keep you valuable.

Roles this leads to

One to one, on the work you already do

Everything else the record holds

The career path, and where it branches

Lead IT Support Manager (Level 4)