Supervisor IT Technical Support

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 updates to stakeholders.

COMPENSATION

Pay is based on several factors, including but not limited to work experience, education, geographic location, certifications, etc. Your recruiter can share more about the specific compensation package for your preferred role during the hiring process.

PAY RANGE:

CULTURE AND BENEFITS:

At Andersen, we believe our people are at the heart of everything we do. Every day, their talent, dedication and passion enables us to be the most trusted window & door company. To support our employees, we provide a comprehensive Total Rewards Package - a thoughtful combination of pay and benefits that reflects our commitment to investing in each team member’s wellbeing and success. While specific benefits may vary by position or location, we’re proud to offer a comprehensive Total Rewards Package designed to support your well-being, growth, and future. Our benefits include:

• 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

*For employees covered by a collective bargaining agreement, some benefits may differ or may not be available based on the terms of the agreement.

PROFIT SHARING: In 2026 Andersen has set a profit-sharing target of $3,600 per eligible employee, prorated as appropriate. Profit Sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.

EEOC EMPLOYER: Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law. Andersen Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable federal, state and local laws.

If you need a reasonable accommodation to complete a job application, participate in a job interview, or engage in any part of the hiring process, please contact [email protected].

We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.