Position Purpose:

The BL Technical Support Manager is responsible for ensuring data quality and managing day to day operations of BlackLocus Tools. Our customers are business users internal to The Home Depot. In this role you will apply techniques and methods that are appropriate, effective and leading-edge. You will manage a small team of contracted Business Intelligence Analysts.

This team will provide first-level triage or resolution of technical and data quality issues as created by end users. You and the BA team will file comprehensive, reproducible bug reports when appropriate. Communicate directly with business users to help resolve their issues.  Document issue resolution steps to build a growing repository of knowledge that can be shared with other team members. Track and report on appropriate metrics for issue resolution. Communicate and update business users while working with cross functional teams to resolve customer issues. This position may have direct reports.

Major Tasks, Responsibilities and Key Accountabilities

Product/Customer Support, Managing Support Queue and Reporting updates
Data Analysis, Reporting and Discovery
Coaching and Feedback with BL Lab and SSC teams
Special Projects
Managing a small team of contractors
Documentation and Process Improvement

Nature and Scope

This position reports to the Senior Manager of Product and Program Operations.
This position may have direct reports. 

Environmental Job Requirements

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