1+ months

Product Support Supervisor - Virtual (4) Shay Vance

Austin, TX 78721
JobTitle: Product Support Supervisor - Virtual (4) Shay Vance
Job ID: 406409_en-us
Salary Range: null- null
Job Category: Technology
Employment type: Full Time

Position Description:
Position Purpose:

The Product Support Supervisor is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships. The Product Support Supervisor is also responsible for collaborating on and producing content for the knowledge database and training materials for more junior team members.

As a Product Support Supervisor, you will act as a SME driving alignment across the team. In addition, you will lead and manage IT Support Team projects and enable projects outside the Support Desk area as needs arise.

Major Tasks, Responsibilities & Key Accountabilities:

40% - 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 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 Support30% - 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 current30% - 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 performanceNature and Scope:¬†Typically reports to the Product Support Manager or Sr. Manager.

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

        Travel: Typically requires overnight travel less than 10% of the time.


Posted: 2022-06-06 Expires: 2022-08-07

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Product Support Supervisor - Virtual (4) Shay Vance

Home Depot, Inc.
Austin, TX 78721

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