Product Support Manager (Remote)

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 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 systemDocuments, reviews and ensures that all quality and change control standards are metPartners to resolve escalated technical and executive level issuesActs as a SME for various aspects of the Support business to ensure knowledge base articles, training, and knowledge are 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 implementedActs in a liaison role with vendors; engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendorsLeads and manages projects within the team; provides engagement, consultation, and direction for projects outside of the team15% Strategy & Planning:Drives alignment and improvement across the team by identifying and analyzing trends and roadblocks; presents findings and suggestions to leadership teamCollaborates 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 neededAssesses 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 standardsCommunicates regular pertinent product update information to keep knowledge current30% People:Provides leadership, mentoring, and coaching to the teamAttracts, retains, and develops top talentConducts annual and mid-year reviews, reviewing individual development plans and providing performance feedbackActs as a proponent of best practicesFacilitates the onboarding and ramp up of new team membersMonitors and observes team performance; partners with Senior Manager to determine areas for further training and coaching and to produce associated contentDirect 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 StatesPreferred Qualifications:5-7 years of relevant work experienceExpertise in CRM or standard help desk ticketing systems, and remote monitoring and management softwareProficient in Microsoft Office standard applicationsExpertise in troubleshooting and diagnosing networking issues and problems with modern operating systemsExpertise in troubleshooting and diagnosing in virtualized and cloud-based environmentsExpertise in administering antivirus softwareExpertise in administering mobile devices and mobile device management systemsExpertise in data management (backup) software and Windows ServerExpertise in DNS, DHCP, Internet infrastructure, and IP informational toolsExpertise in setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix ServersExpertise in contributing to and developing content for a knowledge database and team training documentationExpertise in guiding and coaching more junior team membersExpertise in setting high standards through actionProficient in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectivenessExperience with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationshipsExperience managing and growing team members in a professional settingMinimum 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 educationMinimum Years of Work Experience:5Preferred Years of Work Experience:No additional years of experienceMinimum Leadership Experience:NonePreferred Leadership Experience:NoneCertifications:NoneCompetencies:Attracts Top Talent: Attracting and selecting the best talent to meet current and future business needsBuilds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goalsCollaborates: Building partnerships and working collaboratively with others to meet shared objectivesCommunicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiencesCustomer Focus: Building strong customer relationships and delivering customer-centric solutionsDecision Quality: Making good and timely decisions that keep the organization moving forwardDevelops Talent: Developing people to meet both their career goals and the organization's goalsDrives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectivesEnsures Accountability: Holding self and others accountable to meet commitmentsManages Conflict: Handling conflict situations effectively, with a minimum of noiseOptimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvementResourcefulness: Securing and deploying resources effectively and efficientlyWe are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.J-18808-Ljbffr