Product Support Supervisor (Remote)
The Home Depot · Austin, TX
- On site
- Full-time
- $85,000 / year
- Austin, TX
Job highlights
- Supervise product support team, handle escalations.
- Manage licenses, software, and vendor relationships.
- Develop knowledge base and training materials.
- Lead IT support projects and team initiatives.
- Monitor operations, create reports, and coach team.
About the role
Position Purpose
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.
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.
Key Responsibilities
40% 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 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.
- Engages, tracks, and partners with The Home Depot teams to build relationships and ensure root cause fixes are implemented
- Leads and manages projects within the IT Support Teams; provides engagement, consultation, and direction for projects outside of the Support Desk
- Drives alignment and improvement across the IT Support
30% 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 reports to help run business needs (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues)
- 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
Direct Manager/Direct Reports
Typically reports to the Product Support Manager or Sr. Manager.
Travel Requirements
Typically requires overnight travel less than 10% of the time.
Physical Requirements
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.
Working Conditions
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- Must be legally permitted to work in the United States
Preferred Qualifications
- 3-5 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 managing and growing team members in a professional setting
Minimum Education
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.
Preferred Education
No additional education
Minimum Years Of Work Experience
3
Preferred Years Of Work Experience
No additional years of experience
Minimum Leadership Experience
None
Preferred Leadership Experience
None
Certifications
None
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 goals
- 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
Key skills/competency
- Product Support
- Team Leadership
- Escalation Management
- Knowledge Management
- Vendor Relations
- Project Management
- Service Level Agreements (SLAs)
- Performance Feedback
- Customer Support
- IT Operations
Skills & topics
- Product Support Supervisor
- IT Support
- Escalation Management
- Team Leadership
- Customer Support
- Remote Work
- The Home Depot
- Technical Support
- Software Licensing
- Knowledge Management
How to get hired
- Tailor your resume: Highlight relevant experience in CRM, ticketing systems, and remote management software. Emphasize troubleshooting expertise for networking and operating systems.
- Showcase leadership skills: Provide examples of mentoring, coaching, and team development. Mention experience in managing projects and driving process improvements.
- Prepare for behavioral questions: Be ready to discuss how you handle conflict, make decisions, and ensure accountability within a team.
- Understand The Home Depot culture: Research company values, commitment to customer service, and team-oriented environment.
- Demonstrate technical aptitude: Be prepared to discuss your experience with specific technologies like VPN, firewalls, Active Directory, and cloud environments.
Technical preparation
Master CRM and ticketing system functionalities.,Practice troubleshooting network and OS issues.,Review cloud and virtualization concepts.,Familiarize with Active Directory and servers.
Behavioral questions
Describe a complex escalation you managed.,How do you motivate and develop a team?,Share an example of process optimization.,How do you ensure team accountability?
Frequently asked questions
- What are the primary responsibilities of a Product Support Supervisor at The Home Depot?
- The Product Support Supervisor handles escalated customer requests, manages software licenses and servers, nurtures vendor relationships, and develops training materials for junior team members. They also act as a Subject Matter Expert (SME), lead IT Support projects, and ensure team alignment with business goals.
- What technical skills are most important for this Product Support Supervisor role?
- Key technical skills include expertise in CRM and help desk ticketing systems, remote monitoring software, networking and operating system troubleshooting, cloud environments, antivirus administration, and data management. Familiarity with DNS, DHCP, Active Directory, and Citrix Servers is also beneficial.
- Is the Product Support Supervisor role at The Home Depot remote?
- Yes, this Product Support Supervisor position is listed as a remote role.
- What kind of leadership experience is preferred for this role?
- While no minimum leadership experience is required, preferred qualifications include experience managing and growing team members in a professional setting, guiding and coaching junior team members, and setting high standards through action.
- What are the typical educational requirements for a Product Support Supervisor at The Home Depot?
- The minimum education required is typically a bachelor's degree program or equivalent degree in a field related to the job. No additional education is preferred.
- How does The Home Depot approach team development for the Product Support Supervisor role?
- The Home Depot emphasizes developing talent by conducting annual and mid-year reviews, discussing individual development plans, and providing performance feedback. They also focus on attracting and retaining top talent and facilitating the onboarding of new team members.
- What does 'Delivery & Execution' entail for a Product Support Supervisor?
- This aspect involves providing on-call support, ensuring quality and change control standards are met, resolving escalated issues, acting as an SME, managing projects, and driving alignment and improvement within the IT Support team.
- How is the 'Administration & Operations' component managed by the Product Support Supervisor?
- This includes monitoring daily operations, assigning work to meet SLAs, creating business reports (metrics, customer satisfaction), setting and enforcing quality standards, and communicating product updates.