Product Support Supervisor

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