12 days old

Product Support Supervisor- Technology Operations Command Center

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003Cbr /\u003E\u003Cbr /\u003E\u003C/strong\u003E\u003C/strong\u003E\u003Cspan\u003ETechnology Operations Command Center Supervisor supports multiple infrastructure technology teams that include Linux, Windows, Network, Middleware, Large Systems, Mainframe, Batch, Production Control, Database, Virtual environment, Big Data, storage, etc. This is a 24x7 support organization located at the Austin and Atlanta data centers. Manages on shore associates and offshore support.\u003Cbr /\u003E\u003C/span\u003E\u003Cul\u003E\u003Cli\u003EThis position will serve as an IT Shift Supervisor as part of a 24x7 IT Operations team, serving to ensure IT service levels are met.\u003C/li\u003E\u003Cli\u003EThis position is responsible for overseeing a team of operations associates and ensuring they have the resources to provide excellent service to customers.\u003C/li\u003E\u003Cli\u003EAdditionally, supervisors are expected to monitor and coach associates in order to improve their skills and improve call statistics\u003C/li\u003E\u003Cli\u003ESupervisor engages in all aspects of people management including associate development, accountability, hiring and termination\u003C/li\u003E\u003Cli\u003ESupervisor engages on projects to take on new support including forecasting volume and resource acquisition, developing, and updating business process\u003C/li\u003E\u003Cli\u003EOther activities the Supervisor will engage on is Manager on Duty rotation, Incident management, problem management, AI and Automation initiatives, etc\u003C/li\u003E\u003Cli\u003ESupervisor is expected to always be connected to the business via technology and respond accordingly to requests and events as needed\u003C/li\u003E\u003Cli\u003ESupervisors are additionally responsible for the implementation of improved procedures and/or enhanced diagnostic tools for others on the team to use to proactively resolve problems prior to any reported business impact.\u003C/li\u003E\u003Cli\u003EThe ideal candidate for this position will have a strong conceptual knowledge of data center And cloud technology.\u003C/li\u003E\u003Cli\u003EThe candidate will have the ability to manage and work with subject matter experts, middle management and executive level management.\u003C/li\u003E\u003C/ul\u003EThe 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\u003Cbr /\u003E\u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E40% - Delivery \u0026 Execution: \u003Cbr /\u003EProvides on-call support at Team Lead level in paging system \u003Cbr /\u003EPartners to resolve escalated technical and executive level issues \u003Cbr /\u003EActs 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 /\u003EEngages, tracks, and partners with The Home Depot teams to build relationships and ensure root cause fixes are implemented \u003Cbr /\u003ELeads and manages projects within the IT Support Teams; provides engagement, consultation, and direction for projects outside of the Support Desk \u003Cbr /\u003EDrives alignment and improvement across the IT Support \u003Cbr /\u003E \u003Cbr /\u003E30% - 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 reports to help run business needs (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues) \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\u003Cbr /\u003E\u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003ETypically reports to the Product Support Manager or Sr. Manager.\u003Cbr /\u003E\u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003ELocated in a comfortable indoor area. Any unpleasant condition\u003Cbr /\u003E\u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003ETypically requires overnight travel less than 10% of the time. \u003Cbr /\u003E\u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003EMust be eighteen years of age or older.\u003Cbr /\u003EMust be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003EMust be legally permitted to work in the United States \u003Cbr /\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E3 years\u003Cbr /\u003E\u003Cstrong\u003EPhysical Requirements:\u003C/strong\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. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. \u003Cbr /\u003E\u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\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\u003C/div\u003E

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Posted: 2020-11-18 Expires: 2020-12-18

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Product Support Supervisor- Technology Operations Command Center

Home Depot
Atlanta, GA 30303

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