19 days old

HDQC IT Support Supervisor

Vancouver, WA 98665
JobTitle: HDQC IT Support Supervisor
Job ID: 362120_en-us
Salary Range: null- null
Job Category: Information Technology
Employment type: Full Time

Position Description:
POSITION PURPOSE
The IT Support Supervisor is responsible for providing world-class IT support at QC, including all aspects of software and hardware provisioning, licensing, spend, maintenance and end-user support. You will lead and work alongside a small team of systems administrators to support a great experience for all QC associates by ensuring technical needs are met in a timely manner. You will define metrics of success for your team and implement systems and processes to develop the IT support function into a robust, scalable and sustainable function. You will partner with other leaders in the organization to design and drive various projects including software migrations/integrations, hardware refreshes, and other capital improvement projects.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
40% - Delivery & Execution:
Provides on-call support at Team Lead level in paging system
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

NATURE AND SCOPE
Typically reports to the Product Support Manager or Sr. Manager.

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant condition
Travel:
Typically requires overnight travel less than 10% of the time.

Categories

Posted: 2020-10-07 Expires: 2020-11-06

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HDQC IT Support Supervisor

Home Depot, Inc.
Vancouver, WA 98665

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