1+ months

Product Support Supervisor

Austin, TX 78701
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cp\u003E\u003Cspan style=\u0022font-family: arial,sans-serif; font-size: small;\u0022\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 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. \u003Cbr /\u003E 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.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E 40% - Delivery \u0026 Execution: \u003Cbr /\u003E Provides on-call support at Team Lead level in paging system \u003Cbr /\u003E Documents, reviews and ensures that all quality and change control standards are met \u003Cbr /\u003E Partners to resolve escalated technical and executive level issues \u003Cbr /\u003E 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. \u003Cbr /\u003E Engages, tracks, and partners with The Home Depot teams to build relationships and ensure root cause fixes are implemented \u003Cbr /\u003E Leads and manages projects within the IT Support Teams; provides engagement, consultation, and direction for projects outside of the Support Desk \u003Cbr /\u003E Drives alignment and improvement across the IT Support \u003Cbr /\u003E\u003Cbr /\u003E 30% - Administration \u0026 Operations: \u003Cbr /\u003E Monitors daily business operations; assigns and delegates work to the team to meet SLAs (e.g., HPSM inboxes, CMS L2 phone queue) \u003Cbr /\u003E Creates reports to help run business needs (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues) \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 accountable to meeting these standards \u003Cbr /\u003E Communicates regular pertinent product update information to keep knowledge current \u003Cbr /\u003E\u003Cbr /\u003E 30% - People: \u003Cbr /\u003E Provides leadership, mentoring, and coaching to the team \u003Cbr /\u003E Attracts, retains, and develops top talent \u003Cbr /\u003E Conducts annual and mid-year reviews, reviewing individual development plans and providing performance feedback \u003Cbr /\u003E Acts as a proponent of best practices \u003Cbr /\u003E Facilitates the onboarding and ramp up of new team members \u003Cbr /\u003E Monitors and observes team performance\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E NATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Typically reports to the Product Support Manager or Sr. Manager.\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 less than 10% of the time.\u003C/span\u003E\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\u003E3 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 \u003Cbr /\u003E need to move or lift light articles.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E 3-5 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 guiding and coaching more junior team members \u003Cbr /\u003E Expertise in setting high standards through action \u003Cbr /\u003E Proficient in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness \u003Cbr /\u003E Experience managing and growing team members in a professional setting\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 Resourcefulness: Securing and deploying resources effectively and efficiently\u003C/span\u003E\u003C/div\u003E
Posted: 2020-02-01 Expires: 2020-04-18

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Product Support Supervisor

Home Depot
Austin, TX 78701

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