Home Depot Product Support Manager in Austin, Texas

POSITION PURPOSE

The Product Support Manager is responsible for handling and resolving problem escalations, engaging as a Subject Matter Expert (SME) for various aspects of the IT Support business, and analyzing team performance and improvement opportunities. This role also drives engagement and operational excellence, aids in the translating Support Desk strategy into tactical execution, and determines critical knowledge and skill gaps at the team level. The Product Support Manager is responsible for guiding, challenging, and developing more junior team members from a professional development and execution perspective.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

30% - 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 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

Acts in a liaison role with vendors; engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendors

Leads and manages projects within the team; provides engagement, consultation, and direction for projects outside of the team

15% - Strategy & Planning:

Drives alignment and improvement across the team by identifying and analyzing trends and roadblocks; presents findings and suggestions to leadership team

Collaborates with peers and Senior Managers to create and communicate standards and processes that mitigate negative impact

25% - 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 and analyzes reports to help run IT Support business (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues)

Produces and updates content for knowledge base articles and training for Support Desk Level 3; leads training classes for Level 3; 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 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; partners with Senior Manager to determine areas for further training and coaching and to produce associated content

NATURE AND SCOPE

Typically reports to the Product Support Sr. Manager, Technology Director or Sr. Director.

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.

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

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: 5 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.

Additional Qualifications:

Preferred Qualifications:

5-7 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 with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships

Experience managing and growing team members in a professional setting

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

Resourcefulness: Securing and deploying resources effectively and efficiently 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.