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Home Depot Product Support Senior Manager in Atlanta, Georgia

POSITION PURPOSE

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

Environment:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel 5% to 20% of the time.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

Education Required:

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

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.

Preferred Qualifications:

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 We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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