IT Support Team Lead – Salesforce & SQL

andersen; Minnesota; On-site; USD 85,000 - 120,000; Full time

Job summary

Andersen Corporation is seeking a Supervisor for Level 1 Technical Support Analysts who resolve L2 tickets for Salesforce, iOS, Qlik and SQL applications, ensuring timely resolutions and an excellent customer experience. You will coach direct reports, monitor SLAs, and foster improvements across knowledge articles and standard work.

You will also manage workforce planning for multi-channel coverage, including after-hours and incident response, coordinating with IT peers and business stakeholders

Qualifications

• Bachelor's degree or 4+ years equivalent work experience and technical training.
• 3+ years of progressive technical support experience, including Level 2 (escalation) support for business applications and end-user technologies.
• 1+ year of experience providing work direction, coaching, or supervision.
• Proficiency with ticketing and IT service management practices.
• Experience supporting CRM platforms (Salesforce) and integrating troubleshooting across systems.

Responsibilities

• Supervise Level 2 Support Operations by directing intake, triage, prioritization, and resolution of escalated tickets.
• Balance workloads and queues, remove blockers, and ensure adherence to service level targets.
• Lead problem management and continuous improvement by root-cause analysis and corrective actions.
• Drive customer satisfaction by monitoring results and translating insights into coaching and process changes.
• Coordinate incident response and escalation management during outages, communicating status to customers and partners.
• Develop talent by hiring, onboarding, mentoring Level 2 agents and maintaining knowledge articles.
• Manage workforce planning and after-hours coverage, forecasting demand and reallocating resources.
• Own complex escalations and guide diagnostic approaches with cross-team collaboration.

Skills

Leadership

Coaching

Incident management

Salesforce

SQL

ITSM

CRM navigation

Education

Bachelor's degree or equivalent

Tools

Salesforce

SQL

Qlik

Job description

Andersen Corporation is seeking a Supervisor for Level 1 Technical Support Analysts who resolve L2 tickets for Salesforce, iOS, Qlik and SQL applications, ensuring timely resolutions and an excellent customer experience. You will coach direct reports, monitor SLAs, and foster improvements across knowledge articles and standard work.

You will also manage workforce planning for multi-channel coverage, including after-hours and incident response, coordinating with IT peers and business stakeholders