Supervisor IT Technical Support

Andersen Corporation • Minnesota, MN

7d • $90,039 - $139,561

About The Position

The Supervisor IT Technical Support oversees Level 1 Technical Support Analysts resolving Level 2 support tickets for Renewal by Andersen’s retail-facing Salesforce, iOS, Qlik, and SQL applications. The role is accountable for timely, high-quality resolution and strong customer experience results. It coaches and develops direct reports in troubleshooting, documentation, and communication, while monitoring workload, service-level adherence, performance metrics, and quality standards.

The supervisor partners with IT peers and business stakeholders to identify root causes, improve processes and knowledge, and prevent recurring issues through prevention and automation where appropriate. The role also manages channel assignments and shift schedules to maintain adequate coverage during operating hours, including after-hours and emergency response. It leads support operations, incident and escalation management, workforce planning, continuous improvement, and the resolution of complex technical cases.

Requirements

• Bachelor’s degree or at least 4 years of equivalent work experience and technical training.
• At least 3 years of progressive technical support experience, including Level 2 escalation support for business applications and end-user technologies.
• At least 1 year of experience providing work direction, coaching, or supervision to employees and/or contractors, including performance and quality feedback.
• Proficiency with ticketing and IT service management practices, including incident, request, and problem management; ability to prioritize work by impact, urgency, and service-level expectations.
• Ability to navigate and support CRM platforms such as Salesforce and integrate troubleshooting across multiple systems.
• Ability to produce and interpret operational reporting, such as ticket volume, backlog, cycle time, service-level attainment, and quality trends.
• Strong customer service and written and verbal communication skills, including the ability to explain technical topics to non-technical audiences and provide clear, timely stakeholder updates.

Responsibilities

• Direct 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 support standards, service-level targets, and quality requirements are met.
• Identify recurring issues, facilitate root-cause analysis, and drive corrective and preventive actions with L3 and RTT to reduce downtime, improve reliability, and streamline support workflows.
• Monitor service results and customer feedback, analyze trends, and use insights to guide coaching, process changes, and targeted action plans.
• Lead real-time incident triage, impact assessment, and prioritization during outages and urgent events; communicate status, risks, and next steps, engage resolver groups, and ensure restoration and follow-up actions are completed.
• Hire, onboard, mentor, and coach Level 2 agents in advanced troubleshooting, incident documentation, and customer communication.
• Create and maintain knowledge articles, troubleshooting playbooks, and standard work to improve consistency, speed to resolution, and first-time fix rates.
• Plan workforce and allocate resources to maintain multi-channel coverage during open hours, including after-hours and emergency response; forecast demand, adjust assignments, and coordinate with peers on staffing constraints and surge events.
• Own complex escalations by overseeing difficult cases, guiding diagnostics, and validating root causes, workarounds, and permanent fixes; coordinate cross-team resolution, document learnings, and collaborate on change planning and testing.
• Participate in special projects, operational reviews, and other initiatives or duties assigned by leadership.

Benefits

• 401(k) plan with employer fixed contributions and company matching
• Profit sharing
• Medical, dental, and vision coverage
• Flexible Spending Accounts (FSAs), Health Savings Account (HSA), and Health Reimbursement Account (HRA)
• Life insurance
• Paid time off and paid holidays
• Paid maternity leave and paid parental leave
• Career growth planning and nationwide career opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager