4 days old

Product Support Manager

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003EThe 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.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E30% - Delivery \u0026 Execution: \u003Cbr /\u003EProvides on-call support at Team Lead level in paging system \u003Cbr /\u003EDocuments, reviews and ensures that all quality and change control standards are met \u003Cbr /\u003EPartners to resolve escalated technical and executive level issues \u003Cbr /\u003EActs 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. \u003Cbr /\u003EEngages, tracks, and partners with The Home Depot teams to build relationships and ensure root cause fixes are implemented \u003Cbr /\u003EActs in a liaison role with vendors; engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendors \u003Cbr /\u003ELeads and manages projects within the team; provides engagement, consultation, and direction for projects outside of the team \u003Cbr /\u003E \u003Cbr /\u003E15% - Strategy \u0026 Planning: \u003Cbr /\u003EDrives alignment and improvement across the team by identifying and analyzing trends and roadblocks; presents findings and suggestions to leadership team \u003Cbr /\u003ECollaborates with peers and Senior Managers to create and communicate standards and processes that mitigate negative impact \u003Cbr /\u003E \u003Cbr /\u003E25% - Administration \u0026 Operations: \u003Cbr /\u003EMonitors daily business operations; assigns and delegates work to the team to meet SLAs (e.g., HPSM inboxes, CMS L2 phone queue) \u003Cbr /\u003ECreates and analyzes reports to help run IT Support business (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues) \u003Cbr /\u003EProduces 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 \u003Cbr /\u003EAssesses 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 /\u003ECommunicates regular pertinent product update information to keep knowledge current \u003Cbr /\u003E \u003Cbr /\u003E30% - People: \u003Cbr /\u003EProvides leadership, mentoring, and coaching to the team \u003Cbr /\u003EAttracts, retains, and develops top talent \u003Cbr /\u003EConducts annual and mid-year reviews, reviewing individual development plans and providing performance feedback \u003Cbr /\u003EActs as a proponent of best practices \u003Cbr /\u003EFacilitates the onboarding and ramp up of new team members \u003Cbr /\u003EMonitors and observes team performance; partners with Senior Manager to determine areas for further training and coaching and to produce associated content\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003ETypically reports to the Product Support Sr. Manager, Technology Director or Sr. Director.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003ELocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003ETypically requires overnight travel 5% to 20% of the time.\u003Cbr /\u003E\u003Cbr /\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003EMust be eighteen years of age or older.\u003Cbr /\u003EMust be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003EMust be legally permitted to work in the United States\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003EThe 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 /\u003EYears of Relevant Work Experience: \u003C/strong\u003E5 years\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003EMost 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 /\u003E5-7 years of relevant work experience \u003Cbr /\u003EExpertise in CRM or standard help desk ticketing systems, and remote monitoring and management software \u003Cbr /\u003EProficient in Microsoft Office standard applications \u003Cbr /\u003EExpertise in troubleshooting and diagnosing networking issues and problems with modern operating systems \u003Cbr /\u003EExpertise in troubleshooting and diagnosing in virtualized and cloud-based environments \u003Cbr /\u003EExpertise in administering antivirus software \u003Cbr /\u003EExpertise in administering mobile devices and mobile device management systems \u003Cbr /\u003EExpertise in data management (backup) software and Windows Server \u003Cbr /\u003EExpertise in DNS, DHCP, Internet infrastructure, and IP informational tools \u003Cbr /\u003EExpertise in setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers \u003Cbr /\u003EExpertise in contributing to and developing content for a knowledge database and team training documentation \u003Cbr /\u003EExpertise in guiding and coaching more junior team members \u003Cbr /\u003EExpertise in setting high standards through action \u003Cbr /\u003EProficient in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness \u003Cbr /\u003EExperience with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships \u003Cbr /\u003EExperience managing and growing team members in a professional setting\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EKnowledge, 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 /\u003EBuilds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals \u003Cbr /\u003ECollaborates: Building partnerships and working collaboratively with others to meet shared objectives \u003Cbr /\u003ECommunicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique \u003Cbr /\u003Eneeds of different audiences \u003Cbr /\u003ECustomer Focus: Building strong customer relationships and delivering customer-centric solutions \u003Cbr /\u003EDecision Quality: Making good and timely decisions that keep the organization moving forward \u003Cbr /\u003EDevelops Talent: Developing people to meet both their career goals and the organization s goals \u003Cbr /\u003EDrives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives \u003Cbr /\u003EEnsures Accountability: Holding self and others accountable to meet commitments \u003Cbr /\u003EManages Conflict: Handling conflict situations effectively, with a minimum of noise \u003Cbr /\u003EOptimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement \u003Cbr /\u003EResourcefulness: Securing and deploying resources effectively and efficiently\u003C/div\u003E

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Posted: 2019-11-07 Expires: 2019-12-11

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Product Support Manager

Home Depot
Atlanta, GA 30303

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