Hiring: Supervisor IT Technical Support Company: Andersen Corporation Location: St Paul, MN Job Posted Time: 2026-09-10 14:20:48 Target Skills & Keywords : SQL, Salesforce, iOS About the job Experience: •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. Required Skills: •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. •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. •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. Qualifications: •Bachelor’s degree or 4+ years equivalent work experience and technical training. Compensation: •$90,039 - $139,561 / year •Medical, Dental and Vision Coverage* Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!