IT Support Supervisor: Lead Salesforce/SQL & 2nd‑Line Support

Renewal by Andersen Metro & Midwest; United States; On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

401(k) Plan

Profit Sharing

Medical, Dental and Vision Coverage

FSAs/HSA/HRA

Life Insurance

PTO & Holidays

Maternity/Parental Leave

Career Growth

Job summary

Andersen Corporation seeks a Technical Support Supervisor to lead Level 1 and Level 2 support teams handling Salesforce, iOS, and SQL issues, ensuring timely resolution and a strong customer experience. The role emphasizes coaching, escalation management, and data-driven improvements across service levels and quality metrics.

You will build knowledge resources, drive standard work, and coordinate with IT and business partners to reduce downtime and improve first-time fix rates, while maintaining

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.
• Demonstrated ability to navigate and support CRM platforms (e.g., Salesforce) and integrate troubleshooting across multiple systems.
• Ability to produce and interpret operational reporting (e.g., ticket volume, backlog, cycle time, service level attainment, and quality trends).
• Strong customer service and written/verbal communication skills.

Responsibilities

• Supervise Level 2 Support Operations and manage escalated tickets across Salesforce, iOS, and SQL apps.
• Lead problem management and continuous improvement with root-cause analysis.
• Drive customer satisfaction by monitoring results and coaching teams.
• Coordinate incident response and escalation during outages and urgent events.
• Develop talent by hiring, onboarding, and mentoring Level 2 agents; maintain knowledge articles and playbooks.
• Manage workforce planning for multi-channel coverage including after-hours and surge events.
• Own complex escalations and coordinate cross-team fixes with minimal customer impact.

Skills

Technical leadership

Customer service

ITSM

CRM systems

Communication

Education

Bachelor’s degree or 4+ years experience

Tools

Salesforce

SQL

Job description

Andersen Corporation seeks a Technical Support Supervisor to lead Level 1 and Level 2 support teams handling Salesforce, iOS, and SQL issues, ensuring timely resolution and a strong customer experience. The role emphasizes coaching, escalation management, and data-driven improvements across service levels and quality metrics.

You will build knowledge resources, drive standard work, and coordinate with IT and business partners to reduce downtime and improve first-time fix rates, while maintaining