Supervisor IT Technical Support

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 SUMMARY

At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live.

Our portfolio of brands - Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ - is crafted to serve customers across the new residential, home improvement and light commercial building sector.

Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality.

JOB DESCRIPTION

SUMMARY

Supervises Level 1 Technical Support Analysts that resolve L2 technical support tickets for RbA retail-facing Salesforce, IOS, Qlik and SQL applications. Ensures timely, high-quality ticket resolution and excellent customer experience/NPS results. Coach and develop direct reports on troubleshooting, documentation, and communication while monitoring workload, adherence to service level expectations, metrics and quality standards. Partners with IT peers and business stakeholders to identify root causes, drive continuous improvement in processes and knowledge, and reduce repeat issues through prevention and automation where appropriate. Maintains agent channel assignments and shift schedules to ensure adequate coverage across all support channels during operating hours.

PRIMARY 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. Balance workloads and queues, remove blockers, and ensure consistent execution of support standards, service level targets, and quality requirements.
• Lead problem management and continuous improvement by identifying recurring issues, facilitating root-cause analysis, and driving corrective and preventive actions with L3 and RTT. Use data from tickets and system performance to recommend and implement improvements that reduce downtime, improve reliability, and streamline support workflows.
• Drive customer satisfaction and performance outcomes by monitoring service results, analyzing feedback and trends, and translating insights into coaching, process changes, and targeted action plans.
• Coordinate incident response and escalation management by leading real-time triage, impact assessment, and prioritization during outages and urgent events. Communicate status, risks, and next steps to customers and internal partners; engage resolver groups; and confirm restoration and follow-up actions are completed.
• Develop talent and technical capability by hiring, onboarding, mentoring, and coaching Level 2 agents on advanced troubleshooting, effective incident documentation, and strong customer communication. Establish and maintain knowledge articles, troubleshooting playbooks, and standard work to improve consistency, speed to resolution, and first-time fix rates.
• Manage workforce planning and resource allocation to ensure consistent multi-channel coverage across open hours, including after-hours and emergency response. Forecast demand using ticket trends, adjust assignments based on priority and complexity, and coordinate with peers to address staffing constraints and surge events.
• Perform other duties as assigned by leadership, including participation in special projects, operational reviews, and initiatives that support the organization's goals.
• Own the most complex escalations and technical outcomes by providing hands‑on oversight for difficult cases, guiding diagnostic approach, and validating root cause, workaround, and permanent fix. Coordinate cross-team efforts through resolution, document learnings, and collaborate on change planning/testing to ensure fixes are implemented with minimal customer impact.

QUALIFICATIONS AND SKILLS

• 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 (employees and/or contractors), including performance and quality feedback.
• Proficiency with ticketing and IT service management practices (incident, request, and problem management) 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) to support prioritization, escalation decisions, and continuous improvement.
• Strong customer service and written/verbal communication skills, including ability to explain technical topics to non-technical audiences and provide clear, timely status update