IT Support Supervisor - Lead L2 & Incident Response

Andersen Windows, Inc.

Northern (KY)

Hybrid

USD 90,000 - 140,000

Full time

14 days+

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Benefits offered by this job

Profit Sharing

401(k) Plan

Paid Time Off

Career Growth Opportunities

Job summary

Andersen Corporation is seeking a Supervisor IT Technical Support to lead Level 2 operations for Salesforce, iOS, Qlik, and SQL applications. You will coach agents, manage escalations, and drive continuous improvement while ensuring high customer satisfaction and adherence to SLAs.

The role requires a Bachelor’s degree or 4+ years of related experience, 3+ years in technical support, and 1+ year of supervision.

Qualifications

Bachelor’s degree or 4+ years equivalent work experience and technical training.
3+ years of progressive technical support experience, including Level 2 escalation.
1+ year of experience providing work direction, coaching, or supervision.
Proficiency with ticketing and IT service management practices and ability to prioritize work based on impact, urgency, and service level expectations.

Responsibilities

Supervise Level 2 Support Operations by directing day-to-day intake, triage, prioritization, and resolution of escalated tickets across Salesforce, iOS, and SQL-based applications.
Lead problem management and continuous improvement by identifying recurring issues and driving corrective actions.
Drive customer satisfaction and performance outcomes by monitoring service results and translating insights into actions.
Coordinate incident response and escalation management during outages and urgent events, communicating status and next steps.
Develop talent and technical capability by hiring, onboarding, mentoring, and coaching Level 2 agents.