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.

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.

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.

• 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.

• Bachelor’s degree or 4+ years…