Technical Support Supervisor

Grainger; Santa Ana (CA); In loco; USD 102.000 - 136.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, vision, and life ins.

PTO 18 days + 6 holidays

401(k) with 6% match

Tuition reimbursement

Descrizione del lavoro

Grainger is seeking a Support Team Supervisor to lead the daily operations of the technical support group and ensure service expectations are met across times zones. Reporting to the Support Team Director, you will coordinate ticket assignments, guide staff, and handle escalations with cross-functional teams.

You will monitor queues, share knowledge, and help maintain troubleshooting guides while supporting onboarding and training to improve coverage and quality for a premier retail technology

Competenze

• High school diploma or equivalent required.
• Associate's/Bachelor's in a technology-related field preferred.
• 3+ years in technical support or IT operations.

Mansioni

• Oversee daily support activities by coordinating ticket assignments, workload priorities, queue coverage, and follow-up.
• Provide day-to-day guidance, coaching, and feedback to support personnel; reinforce procedures and standards.
• Monitor review queues and support activities to identify overdue requests and service risks; escalate as needed.
• Assist with escalated client, shopper, and operational issues by coordinating investigation and troubleshooting with technical teams.
• Maintain troubleshooting guides and knowledge resources; propose process improvements to the director.
• Assist with onboarding and cross-training to improve coverage and quality.
• Maintain knowledge of supported hardware, software, network connectivity, and system workflows to aid troubleshooting.

Conoscenze

Team leadership

Communication

Client relations

Operational analysis

Formazione

High School Diploma

Associate's Degree

Bachelor's Degree

Descrizione del lavoro

About Grainger

W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion. For more information, visitwww.grainger.com.

Work Location Type:

Onsite

Req Number

336685

Compensation

The anticipated base pay compensation range for this position is $102,100-136,100. This role is eligible for an incentive target of up to 10% or $, based on the achievement of individual and company performance objectives in accordance with the current terms of the incentive program which are subject to change.

Rewards And Benefits

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

For additional information and details regarding Grainger’s benefits, please click on the link below:

https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire

Grainger Benefits

The pay range provided above is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.

The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above.

Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.

Position Details

The Support Team Supervisor oversees the daily activities of the technical support team to ensure client and operational issues are handled accurately, consistently, and within established service expectations. Reporting to the Support Team Director, this role coordinates team workload and coverage, provides day-to-day coaching, supports escalated issues, and reinforces established support procedures to help maintain reliable retail technology operations.

You Will

• Oversee daily support activities by coordinating ticket assignments, workload priorities, queue coverage, and follow-up to help ensure requests are addressed within established service expectations.
• Provide day-to-day guidance, coaching, and feedback to support personnel; reinforce team procedures, service standards, and consistent communication.
• Monitors manual review queue and support activities to identify overdue requests, recurring issues, workload imbalances, and service risks; bring significant concerns to the Support Team Director.
• Assists with escalated client, shopper, and operational issues by coordinating investigation, troubleshooting, documentation, and communication with the appropriate technical teams.
• Helps maintain troubleshooting guides, support procedures, and knowledge resources; identify opportunities to improve consistency and recommend process changes to the Support Team Director.
• Assists with onboarding and cross-training, share technical knowledge, and identify team training needs to improve quality and coverage.
• Maintains working knowledge of supported hardware, software, network connectivity, and system workflows to guide technicians and assist with troubleshooting when needed.
• Supports coverage across relevant time zones and participate in after-hours escalation coordination when required by business needs.

You Have

• High School Diploma/GED or equivalent experience High school diploma or equivalent, or a combination of education and relevant experience sufficient to perform the role.
• Associate's Degree Associate's degree in a technology-related field (preferred)
• Bachelor's Degree Bachelor’s degree in a technology-related field (preferred)
• 3+ years related experience
• 3+ years experience in technical support, customer support operations, IT support, or a related field
• 3+ years experience monitoring ticket queues and service levels; and experience supporting retail technology, distributed sites, hardware deployments, or field service operations.
• Experience leading teams responsible for technology operations, application support, systems administration, business application administration, or related IT operational services.
• Knowledge of complex, integrated business applications, enterprise systems, and/or technology platforms that support business operations.
• Understanding of standard IT and business process disciplines, including change management, problem management, work prioritization, quality assurance, documentation, and continuous improvement practices.
• Ability to supervise daily operational work, assign priorities, monitor progress, and support timely completion of team deliverables.
• Ability to analyze operational issues, identify trends, interpret information, and support resolution using established guidelines, procedures, and precedents.
• Client relationship management and collaboration skills.
• 3+ years prior supervisory or team-lead experience (preferred)
• 2+ years equivalent combination of training and supervisory/team lead experience (preferred)

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace.

We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.