The Product Support Supervisor is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships. The Product Support Supervisor is also responsible for collaborating on and producing content for the knowledge database and training materials for more junior team members.
As a Product Support Supervisor, you will act as a SME driving alignment across the team. In addition, you will lead and manage IT Support Team projects and enable projects outside the Support Desk area as needs arise.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
40% - Delivery & Execution:
Provides on-call support at Team Lead level in paging system
Documents, reviews and ensures that all quality and change control standards are met
Partners to resolve escalated technical and executive level issues
Acts as a SME for various aspects of the IT Support business to ensure knowledge base articles, training, and knowledge is shared across the Support Desk Services business for VPN/Connectivity, Networking/Firewall, Security/Virus, Training/Knowledge Mgmt, Change Mgmt, Microsoft, Telepresence, etc.
Engages, tracks, and partners with The Home Depot teams to build relationships and ensure root cause fixes are implemented
Leads and manages projects within the IT Support Teams; provides engagement, consultation, and direction for projects outside of the Support Desk
Drives alignment and improvement across the IT Support
30% - Administration & Operations:
Monitors daily business operations; assigns and delegates work to the team to meet SLAs (e.g., HPSM inboxes, CMS L2 phone queue)
Creates reports to help run business needs (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues)
Assesses sets, communicates, and drives standards in quality, call handling, troubleshooting, and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task; holds team accountable to meeting these standards
Communicates regular pertinent product update information to keep knowledge current
30% - People:
Provides leadership, mentoring, and coaching to the team
Attracts, retains, and develops top talent
Conducts annual and mid-year reviews, reviewing individual development plans and providing performance feedback
Acts as a proponent of best practices
Facilitates the onboarding and ramp up of new team members
Monitors and observes team performance
NATURE AND SCOPE
Typically reports to the Product Support Manager or Sr. Manager.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Must be legally permitted to work in the United States
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 3 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
3-5 years of relevant work experience
Expertise in CRM or standard help desk ticketing systems, and remote monitoring and management software
Proficient in Microsoft Office standard applications
Expertise in troubleshooting and diagnosing networking issues and problems with modern operating systems
Expertise in troubleshooting and diagnosing in virtualized and cloud-based environments
Expertise in administering antivirus software
Expertise in administering mobile devices and mobile device management systems
Expertise in data management (backup) software and Windows Server
Expertise in DNS, DHCP, Internet infrastructure, and IP informational tools
Expertise in setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers
Expertise in contributing to and developing content for a knowledge database and team training documentation
Expertise in guiding and coaching more junior team members
Expertise in setting high standards through action
Proficient in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness
Experience managing and growing team members in a professional setting
Knowledge, Skills, Abilities and Competencies:Attracts Top Talent: Attracting and selecting the best talent to meet current and future business needs
Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique
needs of different audiences
Customer Focus: Building strong customer relationships and delivering customer-centric solutions
Decision Quality: Making good and timely decisions that keep the organization moving forward
Develops Talent: Developing people to meet both their career goals and the organization s goals
Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives
Ensures Accountability: Holding self and others accountable to meet commitments
Manages Conflict: Handling conflict situations effectively, with a minimum of noise
Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
Resourcefulness: Securing and deploying resources effectively and efficiently