1+ months

Product Support Senior Manager

Atlanta, GA 30303
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cp\u003E\u003Cspan id=\u0022Field_REQ_DESCRIPTION_329\u0022 class=\u0022wgt-TextWidget PopupAutoCommit wgt-input\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E The Product Support Sr. Manager is responsible for resolving the most advanced technical and executive level issues, engaging as a Subject Matter Expert (SME) for various aspects of the Support Desk business, and overseeing and aligning many projects across the IT Support Team to help achieve enterprise objectives. This role also drives engagement and operational excellence, sets standards within the Product Support Team, and aids in setting the overall direction for the department. The Product Support Sr. Manager is responsible for guiding, challenging, and developing more junior team members and leaders from a professional development and execution perspective. The Sr. Manager must exhibit the ability to lead managers and their teams and drive change management and process improvement.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E 30% - Delivery \u0026 Execution: \u003Cbr /\u003E Partners to resolve the most advanced, escalated technical and executive-level issues \u003Cbr /\u003E Documents, reviews and ensures that all quality and change control standards are met \u003Cbr /\u003E Acts as a SME for various aspects of the 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 Management, Change Management, Microsoft, Telepresence, etc. \u003Cbr /\u003E Oversees many projects within the Support Team and drives alignment across them to achieve department and enterprise level goals; provides consultation and direction for projects outside of the Support Desk \u003Cbr /\u003E Makes suggestions that help drive operational excellence to create internal customer satisfaction and meet operational metrics \u003Cbr /\u003E\u003Cbr /\u003E 30% - Strategy \u0026 Planning: \u003Cbr /\u003E Engages, tracks, and partners with The Home Depot teams to understand current relationships, perceptions of user experience, and possible improvement opportunities for the Support Team and Support Leadership \u003Cbr /\u003E Assists directors in selecting critical vendors to partner with; engages vendors as needed to resolve or proactively remediate issues \u003Cbr /\u003E Supports and nurtures strategic vendor relationships; recommends ways to influence vendors that align to domain, portfolio, and enterprise strategic objectives \u003Cbr /\u003E Drives alignment and improvement across the Support Team by identifying and analyzing trends and considering suggestions from other Support Leaders; makes final decisions to drive necessary changes \u003Cbr /\u003E Communicates standards, processes, and updates that mitigate potential negative impact; holds Support Team members and leaders accountable for adhering to current processes and standards; encourages and considers suggestions from team members and leaders for improvement \u003Cbr /\u003E Determines critical insights from reports to help guide the direction and development of Support business (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues) \u003Cbr /\u003E Contributes to and makes recommendations for strategic plans in support of key objectives in a timely and fiscally responsible manner \u003Cbr /\u003E\u003Cbr /\u003E 15% - Administration \u0026 Operations: \u003Cbr /\u003E Assists Managers in assigning and delegating work to the team to meet SLAs as needed (e.g., HPSM inboxes, CMS L2 phone queue) \u003Cbr /\u003E Produces and updates content for knowledge base articles and training for Support Desk Level 3 and leaders; leads training classes for Level 3 and leaders; oversees training documentation for other levels and supports training as needed \u003Cbr /\u003E 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 and other Support Desk leaders accountable to meeting these standards \u003Cbr /\u003E\u003Cbr /\u003E 25% - People: \u003Cbr /\u003E Attracts, retains, and develops top talent \u003Cbr /\u003E Conducts annual and mid-year reviews for more junior leaders, reviewing individual development plans and providing performance feedback \u003Cbr /\u003E Acts as a proponent of best practices \u003Cbr /\u003E Monitors and observes team performance; determine areas for further training and coaching and produces associated content \u003Cbr /\u003E Makes final decisions on prioritized, team-level development and update needs to ensure team stays relevant, up to date, and highly skilled across customer service and issue resolution and continues to grow their technical abilities\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E NATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Typically reports to the Technology Director, Sr. Director or Vice President.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E ENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Environment: \u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Travel: \u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Typically requires overnight travel 5% to 20% of the time.\u003C/span\u003E\u003C/p\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cspan id=\u0022Field_REQ_ESSENTIALFUNC_332\u0022 class=\u0022wgt-TextWidget PopupAutoCommit wgt-input\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Additional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Must be legally permitted to work in the United States\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Education Required:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Years of Relevant Work Experience: \u003C/strong\u003E6 years\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Physical Requirements:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E 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.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E 6-8 years of relevant work experience \u003Cbr /\u003E Expertise in CRM, or standard help desk ticketing systems, and remote monitoring and management software \u003Cbr /\u003E Proficient in Microsoft Office standard applications \u003Cbr /\u003E Expertise in troubleshooting and diagnosing networking issues and problems with modern operating systems \u003Cbr /\u003E Expertise in troubleshooting and diagnosing in virtualized and cloud-based environments \u003Cbr /\u003E Expertise in administering antivirus software \u003Cbr /\u003E Expertise in administering mobile devices and mobile device management systems \u003Cbr /\u003E Expertise in data management (backup) software and Windows Server \u003Cbr /\u003E Expertise in DNS, DHCP, Internet infrastructure, and IP informational tools \u003Cbr /\u003E Expertise in setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers \u003Cbr /\u003E Expertise in contributing to and developing content for a knowledge database and team training documentation \u003Cbr /\u003E Expertise in serving as a resource for more junior team members on how to approach or complete Support Desk tasks \u003Cbr /\u003E Expertise in setting high standards through action \u003Cbr /\u003E Expertise in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness \u003Cbr /\u003E Proficient in selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Knowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E\u003Cbr /\u003E\u003C/strong\u003EAttracts Top Talent: Attracting and selecting the best talent to meet current and future business needs \u003Cbr /\u003E Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals \u003Cbr /\u003E Collaborates: Building partnerships and working collaboratively with others to meet shared objectives \u003Cbr /\u003E Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique \u003Cbr /\u003E needs of different audiences \u003Cbr /\u003E Customer Focus: Building strong customer relationships and delivering customer-centric solutions \u003Cbr /\u003E Decision Quality: Making good and timely decisions that keep the organization moving forward \u003Cbr /\u003E Develops Talent: Developing people to meet both their career goals and the organization s goals \u003Cbr /\u003E Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives \u003Cbr /\u003E Ensures Accountability: Holding self and others accountable to meet commitments \u003Cbr /\u003E Manages Conflict: Handling conflict situations effectively, with a minimum of noise \u003Cbr /\u003E Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement \u003Cbr /\u003E Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals \u003Cbr /\u003E Resourcefulness: Securing and deploying resources effectively and efficiently \u003Cbr /\u003E Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations\u003C/span\u003E\u003C/div\u003E
Posted: 2020-02-01 Expires: 2020-04-18

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Product Support Senior Manager

Home Depot
Atlanta, GA 30303

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