11 days old

Product Support Manager - Pipeline Atlanta

Atlanta, GA 30308
JobTitle: Product Support Manager - Pipeline Atlanta
Job ID: 330921_en-us
Salary Range: 0.0- 0.0
Job Category: Technology
Employment type: Full Time

Position Description:
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.


Categories

Posted: 2020-01-09 Expires: 2020-02-08

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Product Support Manager - Pipeline Atlanta

Home Depot, Inc.
Atlanta, GA 30308

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast