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Product Support Manager (Remote)
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.
Key Responsibilities:
- 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
Direct Manager/Direct Reports:
- Typically reports to the Product Support Sr. Manager, Technology Director or Sr. Director.
Travel Requirements:
- Typically requires overnight travel 5% to 20% of the time.
Physical Requirements:
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- Must be legally permitted to work in the United States
Preferred Qualifications:
- 5-7 years of relevant work experience
- Expertise in CRM or standard help desk ticketing systems, and remote monitoring and management software
- Proficient in Microsoft Office standard applications
- Expertise in troubleshooting and diagnosing networking issues and problems with modern operating systems
- Expertise in troubleshooting and diagnosing in virtualized and cloud-based environments
- Expertise in administering antivirus software
- Expertise in administering mobile devices and mobile device management systems
- Expertise in data management (backup) software and Windows Server
- Expertise in DNS, DHCP, Internet infrastructure, and IP informational tools
- Expertise in setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers
- Expertise in contributing to and developing content for a knowledge database and team training documentation
- Expertise in guiding and coaching more junior team members
- Expertise in setting high standards through action
- Proficient in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness
- Experience with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships
- Experience managing and growing team members in a professional setting
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Preferred Education:
- No additional education
Minimum Years of Work Experience:
- 5
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Attracts Top Talent: Attracting and selecting the best talent to meet current and future business needs
- Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
- Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique
- needs of different audiences
- Customer Focus: Building strong customer relationships and delivering customer-centric solutions
- Decision Quality: Making good and timely decisions that keep the organization moving forward
- Develops Talent: Developing people to meet both their career goals and the organization's goals
- Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives
- Ensures Accountability: Holding self and others accountable to meet commitments
- Manages Conflict: Handling conflict situations effectively, with a minimum of noise
- Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
- Resourcefulness: Securing and deploying resources effectively and efficiently
