Supervisor IT Technical Support

Andersen Corporation · United States

ANDERSEN CORPORATION SUMMARY:

JOB DESCRIPTION:

SUMMARY

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 updates to stakeholders.

COMPENSATION

PAY RANGE:

CULTURE AND BENEFITS:

• 401 (k) Plan, Employer Fixed Contributions & 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 & Paid Holidays
• Paid Maternity Leave & Paid Parental Leave*
• Career Growth Planning & Nationwide Career Opportunities