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Tier 2 Technical Support Supervisor Jobs (NOW HIRING)

INTEGRATED IT GROUP LLC

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Technical Support Engineer - Tier 2

Cleveland, OH · On-site

$65K - $75K/yr

Minimum 5 years' experience troubleshooting in a technical support role * Minimum 1 year of experience in an escalation or Tier 2 support role * Proven ability to manage multiple concurrent tasks and ...

VC5 Consulting

Field IT Support Analyst

Odessa, TX · On-site

This role involves providing tier two technical support within the oil and gas industry, primarily focusing on one site while also assisting multiple regions. The position requires the use of a ...

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Tier 2 Technical Support Supervisor information

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$29.5K

$85.9K

$147.5K

How much do tier 2 technical support supervisor jobs pay per year?

As of Jun 14, 2026, the average yearly pay for tier 2 technical support supervisor in the United States is $85,913.00, according to ZipRecruiter salary data. Most workers in this role earn between $65,000.00 and $104,000.00 per year, depending on experience, location, and employer.

What are Tier 2 Technical Support Supervisors?

Tier 2 Technical Support Supervisors are professionals who manage and oversee the activities of Tier 2 technical support teams within an organization. They handle escalated technical issues that require more advanced troubleshooting than what Tier 1 support can provide, ensure effective resolution of complex problems, and maintain a high level of customer satisfaction. Additionally, they are responsible for training and mentoring support staff, developing support processes, and coordinating with other departments to resolve persistent or critical technical issues.

What is the difference between Tier 2 Technical Support Supervisor vs Tier 1 Technical Support Specialist?

AspectTier 2 Technical Support SupervisorTier 1 Technical Support Specialist
CredentialsTypically requires relevant certifications (e.g., CompTIA, Microsoft) and experience in technical supportEntry-level certifications or none required; focus on basic technical knowledge
Work EnvironmentSupervisory role overseeing Tier 1 staff, handling escalations, and ensuring qualityFrontline support, assisting customers with common issues
Employer & Industry UsageUsed in IT, telecom, and tech companies for team leadership rolesCommon in customer service centers and help desks across industries

The main difference is that the Tier 2 Technical Support Supervisor manages and oversees Tier 1 specialists, handling escalations and ensuring support quality, while the Tier 1 Technical Support Specialist provides direct customer support for basic technical issues. The supervisor role requires more experience and leadership skills, whereas the specialist focuses on initial troubleshooting.

What are the key skills and qualifications needed to thrive as a Tier 2 Technical Support Supervisor, and why are they important?

To thrive as a Tier 2 Technical Support Supervisor, you need advanced troubleshooting abilities, strong technical knowledge of networked systems, and experience in IT support, often supported by a bachelor’s degree or relevant certifications like CompTIA, Cisco, or Microsoft. Familiarity with ticketing systems, remote diagnostic tools, and IT service management platforms is typically required. Excellent communication, leadership, and conflict resolution skills help manage teams and ensure customer satisfaction. These skills and qualities are vital for maintaining service quality, efficiently resolving escalated issues, and leading technical support teams effectively.

How does a Tier 2 Technical Support Supervisor typically balance managing their team and handling complex technical escalations?

As a Tier 2 Technical Support Supervisor, you will often split your time between overseeing your team’s daily activities and directly addressing more complex technical issues that have been escalated from Tier 1 support. Effective supervisors set clear priorities, ensuring team members have the guidance and resources they need, while also remaining available to step in on challenging cases that require deeper expertise. This dual responsibility requires strong organizational skills and the ability to communicate effectively with both staff and higher-level engineers. Supervisors frequently collaborate with other departments, such as engineering or product teams, to resolve persistent issues and improve support processes.
More about Tier 2 Technical Support Supervisor jobs
What job categories do people searching Tier 2 Technical Support Supervisor jobs look for? The top searched job categories for Tier 2 Technical Support Supervisor jobs are:
Tier 2 Technical Support Supervisor jobs near you
Technical Support Engineer - Tier 2

Technical Support Engineer - Tier 2

INTEGRATED IT GROUP LLC

Cleveland, OH • On-site

$65K - $75K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 10 days ago

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Job description

Job description

We are currently seeking a self-motivated and dedicated individual to join our Technical Support team. This role requires a broad array of technical knowledge to support our clients located throughout Northeast Ohio. The primary responsibilities include providing onsite advanced troubleshooting for our clients, handling escalated issues from Tier 1, interfacing with our ticketing platform, and working in our managed services system. The qualified individual will possess superior customer service and communication skills and the ability to solve problems and multi-task effectively in challenging situations. The capacity to work independently as well as part of a team is critical.

Essential Functions

  • Resolve complex technical issues, focusing on hardware, software, and network problems
  • Act as the point of escalation for unresolved Tier 1 issues, ensuring timely and effective resolutions
  • Collaborate closely with relevant teams, vendors, and clients to address and resolve recurring or high-impact technical issues
  • Accurately document all support interactions, troubleshooting steps, and solutions in a ticketing system
  • Contribute to the internal knowledge base by documenting recurring issues and resolutions for future reference
  • Proactively monitor system performance to identify potential issues before they impact users
  • Maintain clear and effective communication with clients, providing timely updates and transparent status reports
  • Provide guidance, training, and mentorship to Tier 1 engineers, sharing troubleshooting techniques and best practices
  • Follow standard help desk procedures
  • Achieve daily utilization goals
  • Participate in the on-call rotation schedule
  • Proactively stay current with technology changes, updates, and practices

Experience Required

  • Degree in IT relevant field and/or equivalent certifications (preferred)
  • Minimum 5 years’ experience troubleshooting in a technical support role
  • Minimum 1 year of experience in an escalation or Tier 2 support role
  • Proven ability to manage multiple concurrent tasks and to prioritize them based on urgency
  • Strong experience with Windows OS, Windows Server, and Microsoft 365
  • Working knowledge of server and desktop virtualization
  • Familiar with cloud business apps, operations, and infrastructure
  • Hands-on experience with networking L1 and L2
  • Comfortable with network and server monitoring and troubleshooting
  • Knowledge of backup solutions and security and compliance practices
  • Experience with patch, access, and storage management
  • Ability to work effectively within a cross-functional team
  • Familiarity with ticketing systems, remote desktop tools, and network monitoring software
  • Proven attention to detail in documenting support requests, troubleshooting processes, and resolutions

Integrated IT Group is an equal opportunity employer and does not discriminate in hiring or employment, in accordance with the requirements of all applicable laws, including race, color, religion, national origin, ancestry, age, gender, marital status, military status, sexual orientation, disability, or medical condition.

Company Description

Integrated IT Group is a comprehensive provider of managed, shared, and stand-alone services for clients throughout Northeast Ohio. These services include managed IT support, cloud solutions, cybersecurity, network solutions, IT consulting, mobile solutions, and disaster recovery for companies in commercial and public sector markets.