Full Job Description
The Product Support Manager is responsible for handling and resolving problem escalations, engaging as a Subject Matter Expert (SME) for various aspects of the IT Support business, and analyzing team performance and improvement opportunities. This role also drives engagement and operational excellence, aids in the translating Support Desk strategy into tactical execution, and determines critical knowledge and skill gaps at the team level. The Product Support Manager is responsible for guiding, challenging, and developing more junior team members from a professional development and execution perspective.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
30% - 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 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
Acts in a liaison role with vendors; engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendors
Leads and manages projects within the team; provides engagement, consultation, and direction for projects outside of the team
15% - Strategy & Planning:
Drives alignment and improvement across the team by identifying and analyzing trends and roadblocks; presents findings and suggestions to leadership team
Collaborates with peers and Senior Managers to create and communicate standards and processes that mitigate negative impact
25% - 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 and analyzes reports to help run IT Support business (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues)
Produces and updates content for knowledge base articles and training for Support Desk Level 3; leads training classes for Level 3; oversees training documentation for other levels and supports training as needed
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; partners with Senior Manager to determine areas for further training and coaching and to produce associated content
NATURE AND SCOPE
Typically reports to the Product Support Sr. Manager, Technology Director or Sr. Director.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel 5% to 20% 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: 5 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.
5-7 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 with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships
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