The Product Support Sr. Manager is responsible for resolving the most advanced technical and executive level issues, engaging as a Subject Matter Expert (SME) for various aspects of the Support Desk business, and overseeing and aligning many projects across the IT Support Team to help achieve enterprise objectives. This role also drives engagement and operational excellence, sets standards within the Product Support Team, and aids in setting the overall direction for the department. The Product Support Sr. Manager is responsible for guiding, challenging, and developing more junior team members and leaders from a professional development and execution perspective. The Sr. Manager must exhibit the ability to lead managers and their teams and drive change management and process improvement.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
30% – Delivery & Execution:
Partners to resolve the most advanced, escalated technical and executive-level issues
Documents, reviews and ensures that all quality and change control standards are met
Acts 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 Management, Change Management, Microsoft, Telepresence, etc.
Oversees many projects within the Support Team and drives alignment across them to achieve department and enterprise level goals; provides consultation and direction for projects outside of the Support Desk
Makes suggestions that help drive operational excellence to create internal customer satisfaction and meet operational metrics
30% – Strategy & Planning:
Engages, tracks, and partners with The Home Depot teams to understand current relationships, perceptions of user experience, and possible improvement opportunities for the Support Team and Support Leadership
Assists directors in selecting critical vendors to partner with; engages vendors as needed to resolve or proactively remediate issues
Supports and nurtures strategic vendor relationships; recommends ways to influence vendors that align to domain, portfolio, and enterprise strategic objectives
Drives alignment and improvement across the Support Team by identifying and analyzing trends and considering suggestions from other Support Leaders; makes final decisions to drive necessary changes
Communicates standards, processes, and updates that mitigate potential negative impact; holds Support Team members and leaders accountable for adhering to current processes and standards; encourages and considers suggestions from team members and leaders for improvement
Determines critical insights from reports to help guide the direction and development of Support business (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues)
Contributes to and makes recommendations for strategic plans in support of key objectives in a timely and fiscally responsible manner
15% – Administration & Operations:
Assists Managers in assigning and delegating work to the team to meet SLAs as needed (e.g., HPSM inboxes, CMS L2 phone queue)
Produces and updates content for knowledge base articles and training for Support Desk Level 3 and leaders; leads training classes for Level 3 and leaders; oversees training documentation for other levels and supports training as needed
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 and other Support Desk leaders accountable to meeting these standards
25% – People:
Attracts, retains, and develops top talent
Conducts annual and mid-year reviews for more junior leaders, reviewing individual development plans and providing performance feedback
Acts as a proponent of best practices
Monitors and observes team performance; determine areas for further training and coaching and produces associated content
Makes final decisions on prioritized, team-level development and update needs to ensure team stays relevant, up to date, and highly skilled across customer service and issue resolution and continues to grow their technical abilities
NATURE AND SCOPE
Typically reports to the Technology Director, Sr. Director or Vice President.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel 5% to 20% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Must be legally permitted to work in the United States
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.
Years of Relevant Work Experience: 6 years
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.
6-8 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 serving as a resource for more junior team members on how to approach or complete Support Desk tasks
Expertise in setting high standards through action
Expertise in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness
Proficient in selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships
Knowledge, Skills, Abilities and 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 objectives
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
Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals
Resourcefulness: Securing and deploying resources effectively and efficiently
Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations
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