1+ months

Product Support Senior Manager-Pipeline Atlanta

Atlanta, GA 30308
JobTitle: Product Support Senior Manager-Pipeline Atlanta
Job ID: 348549_en-us
Salary Range: 0.0- 0.0
Job Category: Technology
Employment type: Full Time

Position Description:

POSITION PURPOSE

The Product Support Sr. Manager is responsible for resolving the most advanced technical and executive level issues, engaging as a Subject Matter Expert (SME) for various aspects of the Support Desk business, and overseeing and aligning many projects across the IT Support Team to help achieve enterprise objectives. This role also drives engagement and operational excellence, sets standards within the Product Support Team, and aids in setting the overall direction for the department. The Product Support Sr. Manager is responsible for guiding, challenging, and developing more junior team members and leaders from a professional development and execution perspective. The Sr. Manager must exhibit the ability to lead managers and their teams and drive change management and process improvement.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

30% - Delivery & Execution:
Partners to resolve the most advanced, escalated technical and executive-level issues
Documents, reviews and ensures that all quality and change control standards are met
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 Management, Change Management, Microsoft, Telepresence, etc.
Oversees many projects within the Support Team and drives alignment across them to achieve department and enterprise level goals; provides consultation and direction for projects outside of the Support Desk
Makes suggestions that help drive operational excellence to create internal customer satisfaction and meet operational metrics

30% - Strategy & Planning:
Engages, tracks, and partners with The Home Depot teams to understand current relationships, perceptions of user experience, and possible improvement opportunities for the Support Team and Support Leadership
Assists directors in selecting critical vendors to partner with; engages vendors as needed to resolve or proactively remediate issues
Supports and nurtures strategic vendor relationships; recommends ways to influence vendors that align to domain, portfolio, and enterprise strategic objectives
Drives alignment and improvement across the Support Team by identifying and analyzing trends and considering suggestions from other Support Leaders; makes final decisions to drive necessary changes
Communicates standards, processes, and updates that mitigate potential negative impact; holds Support Team members and leaders accountable for adhering to current processes and standards; encourages and considers suggestions from team members and leaders for improvement
Determines critical insights from reports to help guide the direction and development of Support business (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues)
Contributes to and makes recommendations for strategic plans in support of key objectives in a timely and fiscally responsible manner

15% - Administration & Operations:
Assists Managers in assigning and delegating work to the team to meet SLAs as needed (e.g., HPSM inboxes, CMS L2 phone queue)
Produces and updates content for knowledge base articles and training for Support Desk Level 3 and leaders; leads training classes for Level 3 and leaders; 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 and other Support Desk leaders accountable to meeting these standards

25% - People:
Attracts, retains, and develops top talent
Conducts annual and mid-year reviews for more junior leaders, reviewing individual development plans and providing performance feedback
Acts as a proponent of best practices
Monitors and observes team performance; determine areas for further training and coaching and produces associated content
Makes final decisions on prioritized, team-level development and update needs to ensure team stays relevant, up to date, and highly skilled across customer service and issue resolution and continues to grow their technical abilities

NATURE AND SCOPE

Typically reports to the Technology Director, Sr. Director or Vice President.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

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

Travel:

Typically requires overnight travel 5% to 20% of the time.

Categories

Posted: 2020-01-31 Expires: 2020-04-30

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Product Support Senior Manager-Pipeline Atlanta

Home Depot, Inc.
Atlanta, GA 30308

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