1+ months

PRODUCT SUPPORT MANAGER - Field Captain Manager - IL

Chicago, IL 60620
JobTitle: PRODUCT SUPPORT MANAGER - Field Captain Manager - IL
Job ID: 372433_en-us
Salary Range: 0.0- 0.0
Job Category: Technology
Employment type: Full Time

Position Description:

IT Field Captain Manager will support IT Field Captains with day to day activities. The IT Field Captain Manager will support up to 12 Field Captains across a designated region in the country. He / She will need to travel to stores as needed within a 75-100-mile radius on occasion or assigned. The IT Field Captain Manager will monitor and manage the quality of the Field Captains work while maintaining their schedule as this is a role with high demand and visibility. The IT Field Manager will represent IT and The Home Depot in a professional and businesslike manner and communicate effectively with management and associates at all levels.

The IT Field Manager will act as an escalation point to help research and resolve technical issues at assigned stores across their region, they will provide backup to the IT Field Captain to service, repair, or do installations and other duties to cover for an IT Field Captain in there and other regions as requested. The IT Field Captain Manager will define a schedule supporting all stores in their assigned District. The IT Field Captain Manager is expected to monitor tickets/tasks/projects through Service Now Portal. The IT Field Captain will be accountability for expense management and travel planning for the IT Field Captains in the region.
The IT Field Captain Manager will continually improve service delivery to meet or exceed customer experience to the stores..
30% - Delivery & Execution:
Provides on-call support at Team Lead level in paging system
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
Typically reports to the Product Support Sr. Manager, Technology Director or Sr. Director.
Store Environment
Typically requires overnight travel 5% to 20% of the time.


Posted: 2021-03-22 Expires: 2021-05-20

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PRODUCT SUPPORT MANAGER - Field Captain Manager - IL

Home Depot, Inc.
Chicago, IL 60620

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