1+ months

PRODUCT SUPPORT SR MANAGER - Field Captain

New York, NY 10010
JobTitle: PRODUCT SUPPORT SR MANAGER - Field Captain
Job ID: 371317_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

Categories

Posted: 2021-03-03 Expires: 2021-05-01

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PRODUCT SUPPORT SR MANAGER - Field Captain

Home Depot, Inc.
New York, NY 10010

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