Supervisor IT Technical Support
Core
Supervises Level 1 Technical Support Analysts resolving L2 tickets for RbA retail-facing Salesforce, iOS, Qlik, and SQL applications.
Role type
Senior IT Technical Support Supervisor
Builds
Support operations for Salesforce, iOS, and SQL-based applications for the residential and home improvement sector
Domain
IT Service Management / Customer Support
Required skills
Team leadership and coaching, Incident and problem management, Root cause analysis, Workforce planning, CRM platform support (Salesforce), Operational reporting, Cross-functional collaboration
Preferred skills
Experience with Qlik and SQL, Knowledge of ITIL practices, Data-driven decision making
Technologies
Salesforce, iOS, Qlik, SQL, Ticketing systems
Responsibilities
Supervise Level 2 Support Operations by directing day-to-day intake, triage, prioritization, and resolution of escalated tickets. Lead problem management and continuous improvement by identifying recurring issues and driving corrective actions. Drive customer satisfaction by monitoring service results and translating insights into coaching and process changes. Coordinate incident response and escalation management during outages. Develop talent and technical capability by hiring, onboarding, and mentoring Level 2 agents. Manage workforce planning and resource allocation to ensure consistent multi-channel coverage.
Seniority
Senior, hands-on IC with management responsibilities