Technical Support Supervisor

W.W. Grainger, Inc. is looking for a Technical Support Supervisor to help lead day-to-day operations for a technical support team in Santa Ana, CA. In this onsite role, you will coordinate ticket workflow and queue coverage, coach support personnel, and help ensure client and operational issues are handled accurately, consistently, and within established service expectations. You will report to the Support Team Director while also supporting escalations and reinforcing support procedures that keep retail technology operations reliable.

What you will do

• Oversee daily support activities by coordinating ticket assignments, workload priorities, queue coverage, and follow-up so requests are addressed within service expectations.
• Provide day-to-day guidance, coaching, and feedback to support personnel, reinforcing team procedures, service standards, and consistent communication.
• Monitor the manual review queue and support activities to spot overdue requests, recurring issues, workload imbalances, and service risks, escalating significant concerns to the Support Team Director.
• Assist with escalated client, shopper, and operational issues by coordinating investigation, troubleshooting, documentation, and communication with appropriate technical teams.
• Support the maintenance of troubleshooting guides, support procedures, and knowledge resources, identifying opportunities to improve consistency and recommending process changes to the Support Team Director.
• Assist with onboarding and cross-training by sharing technical knowledge and identifying team training needs to improve quality and coverage.
• Maintain working knowledge of supported hardware, software, network connectivity, and system workflows to guide technicians and support troubleshooting when needed.
• Support coverage across relevant time zones and participate in after-hours escalation coordination when required by business needs.

Qualifications

• High school diploma/GED or equivalent experience.
• Associate’s degree in a technology-related field (preferred).
• Bachelor’s degree in a technology-related field (preferred).
• 3+ years related experience.
• 3+ years experience in technical support, customer support operations, IT support, or a related field.
• 3+ years experience monitoring ticket queues and service levels, plus experience supporting retail technology, distributed sites, hardware deployments, or field service operations.
• Experience leading teams responsible for technology operations, application support, systems administration, business application administration, or related IT operational services.
• Knowledge of complex, integrated business applications, enterprise systems, and/or technology platforms that support business operations.
• Understanding of IT and business process disciplines, including change management, problem management, work prioritization, quality assurance, documentation, and continuous improvement practices.
• Ability to supervise daily operational work, assign priorities, monitor progress, and support timely completion of team deliverables.
• Ability to analyze operational issues, identify trends, interpret information, and support resolution using established guidelines, procedures, and precedents.
• Client relationship management and collaboration skills.
• 3+ years prior supervisory or team-lead experience (preferred).
• 2+ years equivalent combination of training and supervisory/team lead experience (preferred).

Compensation and location

• Location: Onsite in Santa Ana, CA
• Salary range: USD 102,100 - 136,100 per year
• Incentive: Eligible for an incentive target of up to 10% or $ (based on individual and company performance objectives; terms subject to change)
• Requirement number: 336685

Benefits

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
• 6 free sessions each year with a licensed therapist
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date)
• 6 company holidays per year
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required
• Employee discounts
• Tuition reimbursement
• Student loan refinancing
• Free access to financial counseling, education, and tools
• Maternity support programs
• Nursing benefits
• Up to 14 weeks paid leave for birth parents
• Up to 4 weeks paid leave for non-birth parents

For additional information and details regarding Grainger’s benefits, please see: https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire.