# 8. Support manager *Nature of the tasks* * Organisation , implementation and maintenance of (IS) support * Coordination of support teams * IS Service management * Coordination with the project teams * Coordination of wiki sites, collaborative sites or social networks * Follow-up of service quality * Management and follow-up of user requests * Guidance regarding the use of information systems * Management of incidents related to information systems; organisation of the reporting * Conception and organisation of user documentation for information systems * Conception and management of IS and ICT trainings * Participation in user, service and project meetings * Elaboration and implementation of relevant support processes *Education* -EQF6 any degree *Specific expertise and technologies* * Knowledge in end user assistance or support of information systems * Good knowledge of ITIL * Knowledge of wiki, collaborative sites and social networks * Good reporting skills *Certification and/or Standards* Optional certification : * ITIL foundation certification *Skills* * Good IT skills * Excellent communication / writing skills. * Ability to give presentations. * Ability to apply high quality standards * Ability to participate in multi-lingual meetings, good communication skills. * Capability of working in an international/multi- cultural environment, rapid self-starting capability and experience in working in team; leadership capability. * Able to cope with the needs of multi-language site deployment. *On-call services foreseen for this profile :* Yes --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://doc.montoyer.com/framework-contracts/digit-tm-ii/digit-tm-ii-profiles-description/8.-support-manager.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.