1+ months

Product Support Manager - Configuration Management (SCCM/Puppet)

Austin, TX 78721
JobTitle: Product Support Manager - Configuration Management (SCCM/Puppet)
Job ID: 368469_en-us
Salary Range: null- null
Job Category: Technology
Employment type: Full Time

Position Description:
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 focuses on configuration management and deployment services across the Windows, Mac, mobile, and Linux platforms. This includes operational support of the configuration management tools such as SCCM and Puppet. The Product Support Manager is responsible for guiding, challenging, and developing more junior team members from a professional development and execution perspective. 

30% - 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 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 impact25% - 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 contentNATURE AND SCOPE
          Typically reports to the Product Support Sr. Manager, Technology Director or Sr. Director.

          Located in a comfortable indoor area. Any unpleasant condition

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


Posted: 2021-01-14 Expires: 2021-03-25

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Product Support Manager - Configuration Management (SCCM/Puppet)

Home Depot, Inc.
Austin, TX 78721

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