29 days old

HDQC IT Support Supervisor

Vancouver, WA 98660
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E \u003Cspan\u003EThe IT Support Supervisor is responsible for providing world-class IT support at QC, including all aspects of software and hardware provisioning, licensing, spend, maintenance and end-user support. You will lead and work alongside a small team of systems administrators to support a great experience for all QC associates by ensuring technical needs are met in a timely manner. You will define metrics of success for your team and implement systems and processes to develop the IT support function into a robust, scalable and sustainable function. You will partner with other leaders in the organization to design and drive various projects including software migrations/integrations, hardware refreshes, and other capital improvement projects.\u003C/span\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 40% - Delivery \u0026 Execution: \u003Cbr /\u003E Provides on-call support at Team Lead level in paging system \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 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\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant condition\u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time. \u003Cbr /\u003E \u003Cstrong\u003E\u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\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 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 \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E3 years\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Physical Requirements:\u003C/strong\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. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. \u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Additional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cul class=\u0022x_p-rich_text_list x_p-rich_text_list__bullet\u0022\u003E\u003Cli\u003EUnderstanding of TCP/IP and LAN/WAN network troubleshooting\u003C/li\u003E\u003Cli\u003EWindows Server 2012R2/2019 administration\u003C/li\u003E\u003Cli\u003ELinux administration experience\u003C/li\u003E\u003Cli\u003EMac administration experience\u003C/li\u003E\u003Cli\u003EWindows client troubleshooting\u003C/li\u003E\u003Cli\u003ETerminal/command line experience\u003C/li\u003E\u003Cli\u003EExperience with leading IT helpdesk ticketing system(s)\u003C/li\u003E\u003Cli\u003EExperience managing hardware/software budget cycle\u003C/li\u003E\u003C/ul\u003E\u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\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\u003C/div\u003E

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Posted: 2020-09-22 Expires: 2020-11-06

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HDQC IT Support Supervisor

Home Depot
Vancouver, WA 98660

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