Interview Guide for

IT Support Manager

This comprehensive guide to interviewing IT Support Manager candidates provides a structured framework for evaluating technical skills, leadership capabilities, and cultural fit. With carefully crafted questions and evaluation metrics, this interview guide will help you identify candidates who can effectively manage IT support teams while aligning with your organization's vision and technical ecosystem.

How to Use This Guide

This interview guide provides a structured approach to identifying the ideal IT Support Manager for your organization. To get the most value from this guide:

Customize the questions and evaluation criteria to align with your specific technical environment, team structure, and organizational culture.
Share this guide with your interview team before the process begins to ensure consistency in approach and evaluation.
Use the follow-up questions to dig deeper into candidates' experiences and gain meaningful insights beyond rehearsed answers.
Have each interviewer complete their scorecard independently before discussing candidates to avoid group bias.
Focus on gathering detailed examples rather than hypothetical responses to better assess candidates' actual capabilities.

For additional guidance on conducting effective interviews, check out our resources on how to conduct a job interview and why structured interviews are essential.

Job Description

IT Support Manager

About [Company]

[Company] is a [industry] leader dedicated to providing innovative solutions to our clients. With our headquarters in [location] and offices across [regions], we are committed to technical excellence and customer satisfaction in everything we do.

The Role

The IT Support Manager will play a crucial role in ensuring our technical infrastructure runs smoothly while leading and developing a talented team of IT support professionals. This position will be responsible for implementing best practices, managing IT support operations, and ensuring high-quality service delivery to all users across the organization.

Key Responsibilities

Lead and develop a team of IT support specialists, providing mentorship, guidance, and performance management
Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) for the IT support function
Oversee ticket management and resolution processes to ensure timely and effective responses to technical issues
Develop and maintain IT documentation, knowledge bases, and standard operating procedures
Collaborate with other IT teams and business units to ensure alignment of IT support services with organizational needs
Implement and monitor IT security best practices and ensure compliance with relevant regulations
Manage relationships with vendors and third-party service providers
Oversee system maintenance, patching, and updates to ensure system reliability and security
Develop and manage the IT support budget and resource allocation
Identify opportunities for process improvement and technology enhancements

What We're Looking For

5+ years of experience in IT support management, with a proven track record of leading technical teams
Strong understanding of IT service management principles and best practices
Experience with ticketing systems and IT support tools
Excellent knowledge of Windows/macOS, networking, security protocols, and cloud platforms
Strong problem-solving abilities with a methodical approach to troubleshooting
Outstanding leadership and team development skills
Excellent communication abilities, with the capability to explain technical concepts to non-technical users
Experience with IT documentation and knowledge management
Relevant certifications (e.g., ITIL, CompTIA, Microsoft, etc.) are a plus
Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience

Why Join [Company]

At [Company], we value innovation, collaboration, and continuous learning. As our IT Support Manager, you'll be part of an organization that invests in its people and technologies to create an exceptional workplace.

Competitive compensation package of [pay range]
Comprehensive health, dental, and vision benefits
Generous paid time off and flexible work arrangements
Professional development opportunities and certification reimbursement
401(k) retirement plan with company match
Collaborative and inclusive work environment

Hiring Process

We've designed our hiring process to be thorough yet efficient, giving you the opportunity to showcase your skills while getting to know our team and culture:

Initial Phone Screen: A 30-minute conversation with our recruiter to discuss your background and interest in the role.
Technical Assessment: A practical exercise to evaluate your approach to IT support management scenarios.
Leadership Interview: A deeper conversation about your management style and experience with our IT Director.
Team Fit & Technical Interview: Meet with key stakeholders to discuss technical expertise and cultural alignment.
Final Interview: A conversation with senior leadership to discuss your vision for the IT support function.

Ideal Candidate Profile (Internal)

Role Overview

The IT Support Manager serves as a critical bridge between technical operations and business users, ensuring that all employees have the technical support they need while strategically improving IT service delivery. This role requires a blend of technical expertise, leadership skills, and business acumen to effectively manage the IT support function and contribute to the organization's overall success.

Essential Behavioral Competencies

Technical Leadership: Demonstrates deep technical knowledge while also being able to guide and develop others. Stays current with industry trends and best practices to continually improve support services.

Problem-Solving & Troubleshooting: Uses a systematic approach to identify, analyze, and resolve complex technical issues. Encourages creative solutions while maintaining service quality and efficiency.

Team Management: Effectively builds, leads, and develops the IT support team. Creates a positive work environment that encourages collaboration, growth, and high performance.

Communication & Stakeholder Management: Clearly communicates technical concepts to non-technical users. Builds strong relationships with stakeholders across the organization to understand their needs and ensure IT support aligns with business objectives.

Process Improvement: Continuously evaluates and enhances IT support processes to improve efficiency, quality, and user satisfaction. Identifies opportunities for automation and standardization.

Desired Outcomes

Develop and implement an IT support strategy that aligns with the organization's business goals and improves user satisfaction by at least 20% within the first year.
Create and maintain comprehensive IT documentation, knowledge bases, and standard operating procedures that reduce recurring issues by 30% and improve first-call resolution rates.
Build a high-performing IT support team through effective recruitment, training, and performance management, resulting in improved team productivity and reduced turnover.
Establish and monitor KPIs and SLAs that demonstrate continuous improvement in IT support services and provide meaningful metrics for business stakeholders.
Implement security best practices and ensure compliance with relevant regulations, resulting in zero security breaches and successful audit outcomes.

Ideal Candidate Traits

The ideal IT Support Manager combines technical expertise with strong leadership capabilities and business acumen. They are both strategic and hands-on, able to develop long-term plans while also diving into technical issues when needed. They thrive in collaborative environments but can make decisive decisions independently when necessary.

They possess excellent communication skills and can explain complex technical concepts in accessible terms to stakeholders at all levels. They are passionate about continuous improvement and stay current with emerging technologies and best practices. They demonstrate empathy and patience when working with users experiencing technical difficulties.

The ideal candidate has experience managing IT support in a [industry]-like environment or organizations of similar size and complexity to [company]. They understand the specific challenges of supporting [technologies relevant to company] and have successfully led teams through technological changes and upgrades.

Screening Interview

Directions for the Interviewer

This screening interview aims to quickly assess if the candidate has the fundamental qualifications and experience needed for the IT Support Manager role. Focus on their management experience, technical knowledge, problem-solving approach, and communication skills. Look for candidates who demonstrate both technical competence and leadership capabilities.

Use the structured questions below, but feel free to ask follow-up questions to clarify responses. Note that this is just the first step in the hiring process, so focus on identifying red flags and determining if the candidate merits further consideration. Save time at the end for the candidate to ask questions. Their questions often reveal their priorities, preparation level, and genuine interest in the role.

Directions to Share with Candidate

I'll be asking you a series of questions about your experience managing IT support teams, your technical background, and your approach to leadership. This conversation helps us understand if your skills and experience align with what we're looking for in an IT Support Manager. We'll have time at the end for you to ask questions about the role and our company.

Interview Questions

Tell me about your experience managing IT support teams. What size teams have you managed, and what was your approach to leadership?

Areas to Cover

Size and structure of teams managed
Length of management experience
Leadership style and philosophy
How they developed team members
Examples of team successes under their leadership
How they handled underperforming team members

Possible Follow-up Questions

How did you structure your team to handle different types of support requests?
What strategies did you use to develop your team members' skills?
How do you measure the success of your team?
Can you tell me about a time when you had to address performance issues with a team member?

What ticketing systems and IT support tools have you worked with, and how have you used data from these systems to improve service delivery?

Areas to Cover

Specific systems and tools used
How they implemented or improved these systems
Metrics they tracked and why
How they used data to drive improvements
Examples of process changes based on data analysis
Integration with other business systems

Possible Follow-up Questions

How did you determine which metrics to track?
What was your process for reviewing and acting on support data?
Can you share an example of how you improved a process based on data insights?
How did you present support metrics to non-technical stakeholders?

How do you approach establishing and managing SLAs for IT support?

Areas to Cover

Experience setting realistic SLAs
Methods for tracking and reporting on SLAs
How they communicate SLAs to stakeholders
Process for addressing SLA breaches
Balancing competing priorities when resources are limited
Examples of improving SLA performance

Possible Follow-up Questions

How do you determine appropriate SLA targets?
What process do you follow when an SLA breach occurs?
How do you balance urgent issues against SLA commitments for other tickets?
Can you describe a situation where you had to revise SLAs? What led to this change?

Describe your approach to IT security and compliance within the support function. How have you implemented security best practices?

Areas to Cover

Knowledge of relevant security frameworks and regulations
Security measures implemented in previous roles
How they incorporated security into support processes
Training provided to team on security practices
Methods for ensuring compliance
Handling of security incidents

Possible Follow-up Questions

How did you ensure your team followed security protocols?
What compliance regulations have you worked with?
Can you describe a security incident you handled and what you learned?
How do you balance security requirements with user convenience?

What technologies are you most experienced with supporting, and how do you stay current with new technologies?

Areas to Cover

Operating systems (Windows, macOS, Linux)
Network technologies and protocols
Cloud platforms (AWS, Azure, Google Cloud)
Enterprise applications
Mobile device management
Methods for continuous learning and development
Certifications held or pursued

Possible Follow-up Questions

How do you prioritize which new technologies to learn?
How do you train your team on new technologies?
What recent technology have you learned, and how did you apply it?
What technical areas do you feel you need to develop further?

How have you handled high-pressure support situations, such as system outages or security incidents?

Areas to Cover

Examples of major incidents managed
Communication approach during crises
Steps taken to resolve issues
Post-incident analysis process
Preventative measures implemented afterward
How they supported their team during stressful situations

Possible Follow-up Questions

How did you prioritize actions during the incident?
How did you communicate with stakeholders during the outage?
What did you learn from the incident, and what changes did you implement?
How did you support team members who were working long hours during the incident?

How do you approach budgeting and resource planning for an IT support function?

Areas to Cover

Experience creating and managing budgets
Methods for forecasting resource needs
Approach to hardware/software lifecycle management
Strategies for optimizing costs
Experience negotiating with vendors
Balance between cost control and service quality

Possible Follow-up Questions

How do you justify budget increases when needed?
What factors do you consider when planning resources?
Can you share an example of how you optimized costs without reducing service quality?
How do you approach vendor management and contract negotiations?

Interview Scorecard

Technical Expertise

0: Not Enough Information Gathered to Evaluate
1: Limited knowledge of IT systems, tools, and processes
2: Basic understanding of common IT systems but lacks depth in critical areas
3: Solid understanding of relevant technologies and support tools
4: Comprehensive technical knowledge with expertise in multiple domains

Leadership & Team Management

0: Not Enough Information Gathered to Evaluate
1: Minimal management experience or demonstrates ineffective leadership approaches
2: Some management experience but limited evidence of team development
3: Proven track record of effectively leading IT support teams
4: Exceptional leadership skills with demonstrated success in team development and performance improvement

Problem-Solving Ability

0: Not Enough Information Gathered to Evaluate
1: Reactive approach with little strategic thinking
2: Can solve routine problems but struggles with complex issues
3: Methodical approach to problem-solving with good analytical skills
4: Exceptional problem-solving skills with innovative approaches to complex challenges

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Difficulty explaining technical concepts; communication lacks clarity
2: Adequate communication but may struggle with adapting to different audiences
3: Clear communicator who can explain technical concepts to various stakeholders
4: Exceptional communicator who tailors messages effectively to all levels of technical understanding

Develop and implement an IT support strategy

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Create and maintain comprehensive IT documentation

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Build a high-performing IT support team

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Establish and monitor KPIs and SLAs

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Implement security best practices

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Hiring Recommendation

1: Strong No Hire
2: No Hire
3: Hire
4: Strong Hire

Technical Assessment

Directions for the Interviewer

This technical assessment evaluates the candidate's practical approach to IT support management and technical problem-solving. The assessment is designed to reveal how the candidate thinks through support scenarios, prioritizes issues, and applies technical knowledge in real-world situations.

As the interviewer, guide the candidate through the scenario without leading them to specific answers. Note their systematic approach, technical accuracy, consideration of user impacts, and ability to communicate their thought process. Pay attention to how they balance technical solutions with business needs and user experience considerations.

This assessment should take approximately 60-75 minutes. Allow sufficient time for the candidate to work through the scenario and explain their approach. Remember to save time at the end for the candidate to ask questions.

Directions to Share with Candidate

In this assessment, I'll present you with a realistic IT support scenario that you might encounter as an IT Support Manager. I'll ask you to walk me through your approach to handling the situation, explaining your thought process, priorities, and technical considerations. This isn't about having a perfect answer but about demonstrating your problem-solving approach and technical understanding. I might ask follow-up questions to understand your thinking better. Feel free to ask clarifying questions about the scenario.

Scenario Exercise: Managing a Complex IT Support Situation

Scenario: You've recently joined as the IT Support Manager at [Company]. The company has approximately 500 employees across three office locations and some remote workers. You manage a team of 6 support specialists. Today, several critical issues have emerged simultaneously:

The email system is experiencing intermittent outages affecting about 30% of employees.
The finance department (15 users) cannot access the financial management system just as they're preparing month-end reports due tomorrow.
The CEO's laptop has crashed, and they have an important client presentation in 2 hours.
The customer service team (50 agents) reports that their CRM system is running extremely slowly, impacting customer call times.
Ten new employees are starting today and need their workstations and system access set up.

Questions to ask the candidate:

How would you approach this situation? Walk me through your immediate response, prioritization process, and action plan.

Areas to Cover

Initial assessment and information gathering approach
Prioritization methodology and reasoning
Resource allocation and team coordination
Communication strategy with stakeholders
Delegation decisions and escalation paths
Balancing immediate fixes versus proper resolution
Consideration of business impacts and dependencies

Possible Follow-up Questions

How would you determine the root cause of the email issue while managing the other problems?
What information would you need to properly assess each of these issues?
How would you communicate with different stakeholders about these issues?
What would your follow-up process be after the immediate issues are resolved?

For the slow CRM system issue specifically, walk me through your troubleshooting approach. What potential causes would you investigate, and what solutions might you implement?

Areas to Cover

Systematic troubleshooting methodology
Consideration of potential causes (network, database, application, user load)
Diagnostic tools and techniques they would use
Short-term fixes versus long-term solutions
Performance monitoring and benchmarking approach
Preventative measures for the future
How they would validate that the issue is resolved

Possible Follow-up Questions

What metrics would you look at to diagnose performance issues?
How would you determine if this is a new issue or a gradual degradation?
What temporary measures might you implement while investigating the root cause?
How would you work with the application vendor if needed?

How would you document these incidents, and what processes would you implement to prevent similar situations in the future?

Areas to Cover

Incident documentation approach and tools
Root cause analysis methodology
Knowledge base and SOP development
Team training considerations
Proactive monitoring and alerting improvements
Change management procedures
Regular maintenance scheduling
Cross-training and knowledge sharing within the team

Possible Follow-up Questions

How would you ensure the documentation is useful for future incidents?
What types of proactive measures would you implement to detect issues earlier?
How would you incorporate lessons learned into team training?
What would your post-incident review process look like?

How would you develop a longer-term strategic plan to improve the overall stability and reliability of IT systems based on this experience?

Areas to Cover

Assessment of current systems and identification of weaknesses
Approach to gathering requirements from stakeholders
Prioritization of improvements based on business impact
Resource planning and budget considerations
Implementation timeline and phasing approach
KPIs and success metrics
Change management and user adoption strategy
Ongoing evaluation and adjustment procedures

Possible Follow-up Questions

How would you build support for necessary infrastructure investments?
What would be your approach to balancing quick wins versus longer-term improvements?
How would you incorporate user feedback into your improvement plans?
How would you align your strategic plan with the overall business objectives?

Assessment Scorecard

Technical Troubleshooting Approach

0: Not Enough Information Gathered to Evaluate
1: Disorganized approach with significant technical gaps
2: Basic troubleshooting skills but lacks systematic methodology
3: Methodical approach with sound technical reasoning
4: Exceptional troubleshooting methodology with comprehensive technical understanding

Prioritization and Resource Management

0: Not Enough Information Gathered to Evaluate
1: Inability to effectively prioritize; poor resource allocation
2: Basic prioritization but may miss critical business impacts
3: Effective prioritization balancing technical and business needs
4: Exceptional ability to prioritize complex competing demands with optimal resource allocation

Crisis Communication and Stakeholder Management

0: Not Enough Information Gathered to Evaluate
1: Poor communication approach; lack of stakeholder consideration
2: Basic communication plan but lacks tailoring to different audiences
3: Clear communication strategy appropriately tailored to stakeholders
4: Sophisticated communication approach that manages expectations while maintaining confidence

Strategic Planning and Process Improvement

0: Not Enough Information Gathered to Evaluate
1: Reactive mindset with little strategic thinking
2: Some strategic elements but lacks comprehensive approach
3: Well-developed strategic thinking with solid process improvement methodology
4: Exceptional strategic vision with innovative approaches to sustainable improvement

Develop and implement an IT support strategy

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Create and maintain comprehensive IT documentation

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Build a high-performing IT support team

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Establish and monitor KPIs and SLAs

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Implement security best practices

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Hiring Recommendation

1: Strong No Hire
2: No Hire
3: Hire
4: Strong Hire

Leadership Interview

Directions for the Interviewer

This interview focuses on the candidate's leadership capabilities, management philosophy, and experience developing IT support teams. Your goal is to understand how they lead, motivate, and develop their team members while managing stakeholder relationships and driving continuous improvement.

Ask behavioral questions that require specific examples from the candidate's past experience. Listen for their leadership style, how they handle team dynamics, their approach to performance management, and their ability to navigate challenging situations. Pay attention to how they balance technical excellence with people management and business alignment.

Allocate approximately 60 minutes for this interview, ensuring you leave time for the candidate's questions at the end. Their questions will provide additional insights into their priorities and leadership focus.

Directions to Share with Candidate

In this interview, I'd like to explore your approach to leadership and team management in an IT support context. I'll ask questions about specific situations you've faced as a leader and how you've handled them. Please provide concrete examples from your experience, describing the situation, your actions, and the outcomes. There are no right or wrong answers—I'm interested in understanding your leadership style and how you've developed as a manager.

Interview Questions

Tell me about a time when you had to build or rebuild an IT support team. What challenges did you face, and how did you approach creating a high-performing team? (Team Management)

Areas to Cover

Assessment of existing team capabilities and gaps
Recruitment and selection approach
Training and development strategies
Team structure and role definitions
Performance management framework
Team culture development
Metrics and goals established
Timeline for improvement

Possible Follow-up Questions

How did you determine what skills were needed on the team?
What specific changes did you make to improve team performance?
How did you handle any resistance to changes you implemented?
How did you measure the team's improvement over time?

Describe a situation where you had to manage a significant change in IT support systems or processes. How did you lead your team through this change? (Change Management)

Areas to Cover

Nature of the change and business drivers
Change management approach and methodology
Communication strategy with team and stakeholders
Training and preparation activities
How resistance or challenges were addressed
User adoption strategies
Results and lessons learned
Post-implementation support

Possible Follow-up Questions

How did you prepare your team for the change?
What resistance did you encounter, and how did you address it?
How did you ensure business continuity during the transition?
What would you do differently if you had to implement a similar change again?

Tell me about a time when you had to address performance issues with a member of your team. What was your approach, and what was the outcome? (Performance Management)

Areas to Cover

Identification of the performance issue
Initial conversations and feedback approach
Performance improvement plan development
Support and coaching provided
Documentation and HR processes followed
Monitoring of progress
Ultimate resolution (improvement or exit)
Impact on team dynamics

Possible Follow-up Questions

How did you ensure fairness in your approach?
What support did you provide to help the employee improve?
How did you handle the situation if performance didn't improve?
What did you learn from this experience that you've applied since?

Describe how you've developed the technical and professional skills of your team members. What strategies have been most effective? (Team Development)

Areas to Cover

Needs assessment approach
Individual development planning process
Training methods and resources utilized
Mentoring and coaching techniques
Cross-training and knowledge sharing initiatives
Recognition and reward systems
Career progression opportunities created
Measuring development effectiveness

Possible Follow-up Questions

How do you identify development needs for individual team members?
What specific development activities have you found most effective?
How do you handle development for team members with different learning styles?
How do you balance immediate support needs with long-term development?

Tell me about a time when you had to manage relationships with difficult stakeholders or navigate competing priorities from different departments. How did you handle it? (Stakeholder Management)

Areas to Cover

Nature of the stakeholder challenges
Communication approach and frequency
Negotiation and conflict resolution techniques
Prioritization methodology used
How expectations were managed
Documentation and transparency measures
Resolution and relationship improvement
Organizational politics navigation

Possible Follow-up Questions

How did you determine which priorities to address first?
What specific techniques did you use to improve difficult relationships?
How did you communicate decisions that disappointed some stakeholders?
What preventative measures did you implement to avoid similar conflicts?

Describe a situation where you identified and implemented a significant improvement to IT support processes or services. What was your approach, and what results did you achieve? (Process Improvement)

Areas to Cover

How the opportunity was identified
Assessment and analysis approach
Stakeholder input and buy-in process
Implementation planning and execution
Change management considerations
Metrics used to measure success
Results achieved (quantitative if possible)
Sustainability measures implemented

Possible Follow-up Questions

How did you identify this opportunity for improvement?
What resistance did you encounter, and how did you address it?
How did you measure the impact of the improvement?
What follow-up did you conduct to ensure the improvement was sustained?

How do you approach balancing technical expertise with management responsibilities? How has your technical involvement evolved as you've progressed in leadership roles? (Technical Leadership)

Areas to Cover

Philosophy on technical involvement as a manager
Evolution of their technical role over time
Methods for staying technically relevant without micromanaging
Delegation approach and trust-building
How they add value technically while leading
Team empowerment strategies
Technical mentoring approach
Time management between technical and leadership work

Possible Follow-up Questions

How do you decide when to get technically involved versus when to delegate?
How do you maintain technical credibility with your team?
How do you stay current with technology trends while focusing on management?
How do you handle situations where team members have deeper technical knowledge in certain areas?

Interview Scorecard

Team Leadership & Development

0: Not Enough Information Gathered to Evaluate
1: Directive leadership style with limited focus on development
2: Basic leadership skills but lacks sophisticated development approach
3: Effective leader who actively develops team capabilities
4: Exceptional leader who transforms teams and creates growth opportunities

Change Management & Stakeholder Relations

0: Not Enough Information Gathered to Evaluate
1: Struggles with change management and stakeholder conflicts
2: Can manage simple changes but has difficulty with complex stakeholder dynamics
3: Effectively leads change and navigates stakeholder relationships
4: Masterful change leader who excels at building stakeholder partnerships

Performance Management

0: Not Enough Information Gathered to Evaluate
1: Avoids difficult conversations; inconsistent approach
2: Addresses obvious issues but may lack nuance in approach
3: Effective and fair performance manager with clear processes
4: Exceptional at developing performance while maintaining accountability

Process Improvement & Innovation

0: Not Enough Information Gathered to Evaluate
1: Maintains status quo with little focus on improvement
2: Makes incremental improvements but lacks strategic approach
3: Consistently identifies and implements meaningful improvements
4: Drives transformative innovation with measurable business impact

Develop and implement an IT support strategy

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Create and maintain comprehensive IT documentation

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Build a high-performing IT support team

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Establish and monitor KPIs and SLAs

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Implement security best practices

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Hiring Recommendation

1: Strong No Hire
2: No Hire
3: Hire
4: Strong Hire

Team Fit & Technical Interview

Directions for the Interviewer

This interview focuses on assessing the candidate's technical knowledge depth, approach to specific support scenarios, and cultural fit with the team and organization. Your goal is to determine if the candidate has the right technical skills and problem-solving approach while aligning with your company values and team dynamics.

Ask probing technical questions that reveal not just what the candidate knows, but how they think through problems. Listen for technical accuracy, thoroughness, clarity of explanation, and alignment with best practices. Pay attention to their communication style, adaptability, and how they might interact with team members and stakeholders.

Schedule approximately 60 minutes for this interview, allowing time for detailed responses and the candidate's questions. Their questions can provide insights into their technical interests and culture preferences.

Directions to Share with Candidate

In this interview, I'd like to explore your technical knowledge and approach to IT support scenarios. I'll ask about specific technical areas and how you would handle certain situations. Please explain your thinking process as you work through the scenarios, and feel free to ask clarifying questions. I'm interested not just in your technical knowledge but in how you approach problems and communicate solutions.

Interview Questions

Walk me through how you would set up or improve a multi-tiered IT support model. What would each tier handle, and how would you structure escalation processes? (Technical Leadership)

Areas to Cover

Tier structure and responsibilities
Ticket routing and assignment logic
Escalation triggers and processes
Knowledge sharing between tiers
Training requirements for each tier
Self-service and automation opportunities
SLAs for different tiers
Continuous improvement mechanisms

Possible Follow-up Questions

How would you determine what issues should be handled at each tier?
What metrics would you use to evaluate the effectiveness of each tier?
How would you handle situations where issues bounce between tiers?
How would you implement knowledge sharing between tiers?

Describe your approach to IT security within the support function. How would you ensure security best practices are followed while maintaining service quality? (Problem-Solving & Troubleshooting)

Areas to Cover

Security frameworks and standards familiarity
Access management principles
Security awareness training approach
Patch management strategy
Vulnerability assessment processes
Incident response procedures
Security documentation and policies
Balance between security and usability

Possible Follow-up Questions

How would you handle emergency patches that might disrupt users?
What security measures would you implement for remote support?
How would you ensure team members follow security protocols?
How would you respond to a potential security breach?

How would you approach creating and maintaining IT documentation and knowledge management systems? What elements do you consider most critical? (Process Improvement)

Areas to Cover

Documentation types and organization
Knowledge base structure and tools
Documentation creation process and standards
Maintenance and review procedures
User-friendliness considerations
Search functionality and accessibility
Knowledge sharing culture development
Metrics for measuring documentation effectiveness

Possible Follow-up Questions

How do you ensure documentation stays current and accurate?
What incentives would you use to encourage team contributions to documentation?
How would you organize documentation for different user types?
How would you measure the effectiveness of your knowledge management system?

Tell me about a complex technical problem you've solved. What was your troubleshooting methodology, and what was the outcome? (Problem-Solving & Troubleshooting)

Areas to Cover

Problem nature and complexity
Systematic troubleshooting approach
Tools and resources utilized
Collaboration with others if applicable
Technical solutions considered and implemented
Validation of the resolution
Documentation and knowledge sharing afterward
Preventative measures implemented

Possible Follow-up Questions

What made this problem particularly challenging?
How did you narrow down potential causes?
What resources or references did you use in your troubleshooting?
What did you learn from this experience that you've applied since?

How do you approach building relationships with other IT teams (like Development, Security, or Infrastructure) and business units to ensure effective support service delivery? (Communication & Stakeholder Management)

Areas to Cover

Relationship-building strategies
Cross-team collaboration approaches
Communication cadence and methods
Understanding business unit needs
Managing expectations and setting boundaries
Handling conflicts or competing priorities
Alignment of support services with business objectives
Feedback gathering and incorporation

Possible Follow-up Questions

How do you ensure support requirements are considered in projects led by other teams?
How do you handle situations where business units circumvent support processes?
How do you align IT support priorities with business objectives?
How do you build credibility with technical and non-technical stakeholders?

What monitoring and alerting tools have you used, and how have you leveraged them to improve proactive support? (Technical Leadership)

Areas to Cover

Specific tools and technologies used
Monitoring strategy and configuration approach
Alert thresholds and notification setup
False positive management
Automation opportunities identified
Trend analysis for proactive improvements
Integration with ticketing systems
Reporting and dashboards for stakeholders

Possible Follow-up Questions

How did you determine what to monitor and appropriate thresholds?
How did you reduce alert fatigue and false positives?
What proactive interventions resulted from your monitoring?
How did you demonstrate the value of proactive support to stakeholders?

How would you measure and improve user satisfaction with IT support services? (Communication & Stakeholder Management)

Areas to Cover

Satisfaction measurement methods
Survey design and implementation
Quantitative and qualitative feedback gathering
Analysis approaches for feedback data
Action planning based on feedback
Communicating improvements to users
Tracking satisfaction trends over time
Training support staff based on feedback

Possible Follow-up Questions

How would you increase response rates to satisfaction surveys?
How would you handle negative feedback about specific team members?
How would you balance satisfaction metrics with operational metrics?
How would you identify the root causes of user dissatisfaction?

Interview Scorecard

Technical Knowledge Depth

0: Not Enough Information Gathered to Evaluate
1: Limited technical knowledge with significant gaps
2: Basic technical understanding but lacks depth in key areas
3: Strong technical knowledge across relevant technologies
4: Exceptional technical expertise with deep knowledge in multiple domains

Support Process Design

0: Not Enough Information Gathered to Evaluate
1: Limited understanding of support structures and processes
2: Basic knowledge of support processes but lacks sophistication
3: Well-developed approach to support process design and improvement
4: Innovative and comprehensive support process methodology

Security Awareness

0: Not Enough Information Gathered to Evaluate
1: Minimal security knowledge or consideration
2: Basic security understanding but lacks comprehensive approach
3: Strong security mindset with practical implementation knowledge
4: Advanced security expertise with proactive protection strategies

Cultural Fit

0: Not Enough Information Gathered to Evaluate
1: Significant misalignment with organization values and team culture
2: Some alignment but potential friction points identified
3: Good alignment with organizational values and team dynamics
4: Exceptional cultural fit with potential to enhance team culture

Develop and implement an IT support strategy

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Create and maintain comprehensive IT documentation

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Build a high-performing IT support team

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Establish and monitor KPIs and SLAs

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Implement security best practices

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Hiring Recommendation

1: Strong No Hire
2: No Hire
3: Hire
4: Strong Hire

Final Interview

Directions for the Interviewer

This final interview focuses on the candidate's strategic vision, alignment with organizational goals, and executive presence. Your goal is to determine if the candidate can translate technical expertise into business value and if they have the leadership qualities to influence at senior levels of the organization.

Ask questions that explore the candidate's strategic thinking, their ability to see the big picture, and their approach to driving organizational change. Listen for their understanding of IT support as a strategic function, their vision for the future, and their ability to articulate complex concepts to senior stakeholders. Pay attention to their executive presence, communication style, and alignment with the company's mission and values.

Schedule approximately 60 minutes for this interview, allowing time for detailed responses and the candidate's questions. Their questions at this stage often reveal their decision-making criteria and career aspirations.

Directions to Share with Candidate

In this final interview, I'd like to explore your strategic vision for IT support and your approach to aligning technical operations with business objectives. We'll discuss your experience at a more strategic level and explore how you see the role of IT support evolving. This conversation will help us understand how you might shape the IT support function at [Company] and contribute to our overall success.

Interview Questions

What is your vision for a modern IT support function, and how would you work to implement that vision in our organization? (Technical Leadership)

Areas to Cover

Strategic view of IT support's role in the organization
Modern support technologies and methodologies
Implementation approach and change management
User experience focus
Automation and self-service strategies
Metrics and success criteria
Resource requirements and justification
Alignment with business objectives

Possible Follow-up Questions

How would you prioritize elements of this vision for implementation?
How would you secure buy-in from leadership and support team members?
What challenges do you anticipate in implementing this vision?
How would you measure the success of these changes?

How do you see IT support evolving over the next 3-5 years, and how do you stay ahead of emerging trends and technologies? (Technical Leadership)

Areas to Cover

Technology trends that will impact support
Changing user expectations and support models
Remote/hybrid work implications
Automation and AI in support functions
Security challenges and solutions
Self-service and knowledge management evolution
Professional development approach
Sources for staying current with trends

Possible Follow-up Questions

Which emerging technologies do you think will have the biggest impact on IT support?
How do you evaluate which trends are worth investing in?
How do you prepare your team for technological changes?
How do you balance innovation with stability in support services?

Tell me about a time when you had to secure executive support and resources for a significant IT support initiative. What was your approach, and what was the outcome? (Communication & Stakeholder Management)

Areas to Cover

Initiative nature and business case
Stakeholder analysis and approach
Communication strategy with executives
ROI calculation and presentation
Handling of questions and objections
Negotiation approach for resources
Implementation after securing support
Reporting on outcomes and value delivered

Possible Follow-up Questions

How did you tailor your message to different executive stakeholders?
What objections did you encounter, and how did you address them?
How did you demonstrate the business value of your proposal?
What would you do differently if you were making the case again?

How do you align IT support priorities with overall business objectives? Provide an example of how you've done this successfully. (Communication & Stakeholder Management)

Areas to Cover

Methods for understanding business priorities
Integration of business goals into support planning
Resource allocation based on business priorities
Communication with business stakeholders
Metrics alignment with business outcomes
Specific example of successful alignment
Results and business impact
Lessons learned and approach refinement

Possible Follow-up Questions

How do you handle competing priorities from different business units?
How do you translate business goals into support objectives?
How do you communicate support's contribution to business success?
How did you measure the business impact of your support initiatives?

Describe how you've managed IT support through a significant business change, such as rapid growth, acquisition, or business model shift. (Team Management)

Areas to Cover

Nature of the business change
Support challenges created by the change
Planning and preparation approach
Resource adjustment strategy
Team management during transition
Process adaptations implemented
Communication with stakeholders
Stabilization and normalization approach

Possible Follow-up Questions

How did you prepare your team for the change?
What unexpected challenges emerged, and how did you address them?
How did you maintain service levels during the transition?
What lessons did you learn that would apply to future changes?

What do you consider to be the most significant challenges facing IT support organizations today, and how would you address them in our company? (Process Improvement)

Areas to Cover

Key industry challenges identified
Relevance to our specific organization
Strategic approaches to address each challenge
Resource implications and considerations
Change management aspects
Risk assessment and mitigation
Timeline and implementation considerations
Measures of success

Possible Follow-up Questions

How would you prioritize these challenges for our organization?
What specific steps would you take in your first 90 days to begin addressing these challenges?
What resources would you need to effectively tackle these issues?
How would you build support for your approach across the organization?

How do you balance the need for standardization and control with user requests for flexibility and personalization in IT support? (Problem-Solving & Troubleshooting)

Areas to Cover

Philosophy on standardization versus flexibility
Decision framework for exceptions
User experience considerations
Security and compliance aspects
Cost and efficiency factors
Service level differentiation approach
Communication strategy with users
Continuous improvement process

Possible Follow-up Questions

How do you determine when to make exceptions to standard policies?
How do you communicate policies and limitations to users?
How do you incorporate user feedback into standards development?
How do you handle situations where business needs conflict with IT standards?

Interview Scorecard

Strategic Vision

0: Not Enough Information Gathered to Evaluate
1: Tactical mindset with limited strategic thinking
2: Some strategic elements but lacks cohesive vision
3: Clear strategic vision with practical implementation approach
4: Exceptional strategic thinker with innovative vision and execution plan

Business Alignment

0: Not Enough Information Gathered to Evaluate
1: Technology-focused with minimal business perspective
2: Basic understanding of business alignment but lacks sophistication
3: Strong ability to align IT support with business objectives
4: Exceptional at translating business goals into support strategy with measurable impact

Executive Presence

0: Not Enough Information Gathered to Evaluate
1: Struggles to communicate effectively at executive level
2: Adequate communication but lacks persuasive influence
3: Clear, confident communication with good stakeholder management
4: Outstanding executive presence with ability to influence and inspire at all levels

Change Leadership

0: Not Enough Information Gathered to Evaluate
1: Reactive to change with limited transformation experience
2: Can manage simple changes but struggles with complex transformations
3: Effective change leader with proven ability to drive transformation
4: Exceptional change agent who drives sustainable transformation with measurable results

Develop and implement an IT support strategy

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Create and maintain comprehensive IT documentation

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Build a high-performing IT support team

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Establish and monitor KPIs and SLAs

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Implement security best practices

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Goal
2: Likely to Partially Achieve Goal
3: Likely to Achieve Goal
4: Likely to Exceed Goal

Hiring Recommendation

1: Strong No Hire
2: No Hire
3: Hire
4: Strong Hire

Debrief Meeting

Directions for Conducting the Debrief Meeting

The Debrief Meeting is an open discussion for the hiring team members to share the information learned during the candidate interviews. Use the questions below to guide the discussion.

Start the meeting by reviewing the requirements for the role and the key competencies and goals to succeed.

The meeting leader should strive to create an environment where it is okay to express opinions about the candidate that differ from the consensus or from leadership's opinions.

Scores and interview notes are important data points but should not be the sole factor in making the final decision.

Any hiring team member should feel free to change their recommendation as they learn new information and reflect on what they've learned.

Questions to Guide the Debrief Meeting

Does anyone have any questions for the other interviewers about the candidate?

Guidance: The meeting facilitator should initially present themselves as neutral and try not to sway the conversation before others have a chance to speak up.

Are there any additional comments about the Candidate?

Guidance: This is an opportunity for all the interviewers to share anything they learned that is important for the other interviewers to know.

Is there anything further we need to investigate before making a decision?

Guidance: Based on this discussion, you may decide to probe further on certain issues with the candidate or explore specific issues in the reference calls.

Has anyone changed their hire/no-hire recommendation?

Guidance: This is an opportunity for the interviewers to change their recommendation from the new information they learned in this meeting.

If the consensus is no hire, should the candidate be considered for other roles? If so, what roles?

Guidance: Discuss whether engaging with the candidate about a different role would be worthwhile.

What are the next steps?

Guidance: If there is no consensus, follow the process for that situation (e.g., it is the hiring manager's decision). Further investigation may be needed before making the decision. If there is a consensus on hiring, reference checks could be the next step.

Reference Checks

Directions for Conducting Reference Checks

Reference checks are a crucial final step in the hiring process for an IT Support Manager. These conversations provide independent verification of the candidate's capabilities, leadership style, and track record of success. When conducting reference checks, approach the conversation as a professional dialogue rather than an interrogation.

Begin by establishing rapport and explaining the role the candidate is being considered for. Ask open-ended questions that encourage detailed responses, and listen for both explicit information and subtle cues about the candidate's strengths and development areas. Pay particular attention to leadership capabilities, technical expertise, problem-solving approach, and communication style.

Request specific examples that illustrate the candidate's skills and impact. Take detailed notes, and if you identify any concerns, consider conducting additional reference checks to determine if it's a pattern or an isolated incident. Remember that reference checks should validate your hiring decision, not serve as the primary assessment method.

Questions for Reference Checks

In what capacity did you work with [Candidate], and for how long?

Guidance: Establish the reference's relationship with the candidate, including reporting structure, project collaboration, or other professional interactions. Understanding the duration and recency of their relationship helps contextualize their feedback.

How would you describe [Candidate]'s leadership style and effectiveness in managing IT support teams?

Guidance: Listen for specific examples of the candidate's team management approach, development of staff, handling of performance issues, and ability to build high-performing teams. Note whether the reference describes a leadership style that would fit your organization's culture.

Can you provide an example of a significant technical challenge or support issue that [Candidate] successfully resolved? How did they approach it?

Guidance: This question reveals the candidate's technical capabilities, problem-solving methodology, and ability to handle complex situations. Listen for their systematic approach, collaboration with others, and effectiveness of solutions implemented.

How would you rate [Candidate]'s ability to communicate technical concepts to non-technical stakeholders, and can you provide an example?

Guidance: Communication is critical for an IT Support Manager. Note whether the reference provides clear examples of effective communication across different audiences, particularly with executives and business users with varying levels of technical knowledge.

What would you say are [Candidate]'s key strengths in an IT support management role?

Guidance: Compare the strengths mentioned by the reference with those identified during your interview process. Look for alignment and consistency with what the candidate presented. Pay attention to strengths that specifically align with your role requirements.

In what areas do you think [Candidate] could further develop or improve as an IT support leader?

Guidance: This is a diplomatic way to ask about weaknesses. Listen carefully to what the reference shares, and note whether these development areas would be significant concerns in your environment or manageable with proper support.

On a scale of 1-10, how likely would you be to hire [Candidate] again for an IT Support Manager role, and why?

Guidance: This direct question often elicits revealing responses. Pay attention not just to the numerical rating but to the explanation provided. A strong endorsement should include specific reasons, while hesitation or qualifiers may indicate concerns.

Reference Check Scorecard

Leadership Capability

0: Not Enough Information Gathered to Evaluate
1: Significant concerns about leadership effectiveness
2: Some leadership skills but notable development areas
3: Effective leader with consistent positive outcomes
4: Exceptional leader who transforms teams and delivers outstanding results

Technical Expertise

0: Not Enough Information Gathered to Evaluate
1: Limited technical knowledge or capabilities
2: Adequate technical knowledge but may lack depth in key areas
3: Strong technical knowledge with demonstrated problem-solving abilities
4: Exceptional technical expertise with comprehensive understanding across domains

Communication Effectiveness

0: Not Enough Information Gathered to Evaluate
1: Communication challenges noted by references
2: Adequate communication but room for improvement
3: Effective communicator with stakeholders at all levels
4: Outstanding communicator who excels at translating technical concepts

Professional Reputation

0: Not Enough Information Gathered to Evaluate
1: Concerning feedback about professional conduct or performance
2: Generally positive reputation with some limitations noted
3: Strong professional reputation with consistent positive feedback
4: Exceptional reputation with references enthusiastically endorsing the candidate

Develop and implement an IT support strategy

0: Not Enough Information Gathered to Evaluate
1: References indicate candidate is unlikely to achieve this goal
2: References indicate candidate may partially achieve this goal
3: References indicate candidate is likely to achieve this goal
4: References indicate candidate is likely to exceed this goal

Create and maintain comprehensive IT documentation

0: Not Enough Information Gathered to Evaluate
1: References indicate candidate is unlikely to achieve this goal
2: References indicate candidate may partially achieve this goal
3: References indicate candidate is likely to achieve this goal
4: References indicate candidate is likely to exceed this goal

Build a high-performing IT support team

0: Not Enough Information Gathered to Evaluate
1: References indicate candidate is unlikely to achieve this goal
2: References indicate candidate may partially achieve this goal
3: References indicate candidate is likely to achieve this goal
4: References indicate candidate is likely to exceed this goal

Establish and monitor KPIs and SLAs

0: Not Enough Information Gathered to Evaluate
1: References indicate candidate is unlikely to achieve this goal
2: References indicate candidate may partially achieve this goal
3: References indicate candidate is likely to achieve this goal
4: References indicate candidate is likely to exceed this goal

Implement security best practices

0: Not Enough Information Gathered to Evaluate
1: References indicate candidate is unlikely to achieve this goal
2: References indicate candidate may partially achieve this goal
3: References indicate candidate is likely to achieve this goal
4: References indicate candidate is likely to exceed this goal

Frequently Asked Questions

How should I prepare for interviewing IT Support Manager candidates?

Review the job description and essential competencies thoroughly before conducting interviews. Familiarize yourself with the candidate's resume, noting relevant experience and potential areas to explore. Prepare your environment for technical discussions, which might include having system information available for scenario-based questions. Consider the current challenges in your IT support department and think about how candidates might address them. You may find our article on how to conduct a job interview helpful for general interview preparation.

How can I effectively assess a candidate's technical knowledge without getting too deep into technical weeds?

Focus on asking scenario-based questions that reveal their problem-solving approach rather than quizzing them on specific technical details. Ask them to explain how they would handle realistic support situations, design support processes, or implement new technologies. Their explanations will reveal both their technical knowledge and their ability to communicate complex concepts clearly. Listen for their methodology, consideration of business impacts, and awareness of best practices rather than specific technical solutions.

What if a candidate has strong technical skills but limited management experience?

Consider whether they've had informal leadership opportunities, such as project leadership, mentoring junior staff, or coordinating cross-functional initiatives. Ask for specific examples of how they've influenced others without formal authority. Assess their leadership potential by discussing their approach to hypothetical management scenarios. If their technical expertise is exceptional and they demonstrate strong potential, you might consider them for the role with appropriate mentoring and development support, or perhaps for a team lead role with a path to management.

How important is industry-specific experience for an IT Support Manager?

While industry experience can be valuable, especially in highly specialized fields, the core competencies of an IT Support Manager often transfer well across industries. Focus more on their experience supporting similar technologies, managing comparable team sizes, and handling the complexity level relevant to your environment. A candidate from a different industry might bring fresh perspectives and best practices that could benefit your organization. Their ability to learn quickly and adapt to new environments is often more important than specific industry experience.

What red flags should I watch for when interviewing IT Support Manager candidates?

Watch for candidates who focus exclusively on technology without considering business impact, user experience, or team development. Be cautious of those who cannot provide specific examples of how they've resolved complex issues or developed team members. Other warning signs include blame-shifting when discussing past challenges, poor communication skills, rigid thinking about support processes, or dismissive attitudes toward user concerns. Pay attention to how they talk about former team members and employers, as this often reveals their leadership approach and interpersonal skills.

How can I assess a candidate's ability to balance technical expertise with management responsibilities?

Ask about their typical day in previous roles and how they allocated time between technical work and management duties. Inquire about their approach to delegation and how they stay technically relevant without micromanaging. Discuss specific examples of technical decisions they influenced versus delegated. Look for candidates who demonstrate good judgment about when to get technically involved and when to empower their team. The best candidates can articulate a clear philosophy about technical leadership that balances hands-on work with team development and strategic responsibilities.

What's the best way to evaluate a candidate's ability to communicate technical concepts to non-technical stakeholders?

Ask them to explain a complex technical concept or recent IT problem to you as if you were a non-technical executive. Observe whether they adjust their language, use appropriate analogies, focus on business impact, and check for understanding. You can also ask for specific examples of how they've communicated technical issues to business users or executives in the past, including any presentation materials they developed. The most effective candidates will demonstrate an ability to translate technical details into business value propositions.