PRODUCT SUPPORT SUPERVISOR - PROBLEM AND CHANGE MANAGEMENT

The Home Depot

5d • $70,000 - $140,000

About The Position

With a career at The Home Depot, you can be yourself and also be part of something bigger. Position Purpose: The Change and Problem Management – Product Support Supervisor oversees and leads the team responsible for acting as the primary point of contact representing the TSC for groups deploying hardware or software changes. The supervisor ensures that all change initiatives are properly supported by the TSC by coordinating the team's efforts, facilitating collaboration among internal TSC teams, and guaranteeing that support is in place prior to deployment dates. Key responsibilities include overseeing the review and update of communications and documentation distributed by project teams to minimize user impact, as well as guiding the identification and reporting of impacts such as defects, procedural issues, and call drivers during pilot and early deployment phases. The supervisor is accountable for monitoring and forecasting expected call volume to ensure accurate team staffing and for analyzing ticket data to identify opportunities for project improvement. This role regularly reviews trends in ticket volume to detect emerging problems within the environment and directs the team in collaborating with engineering and development partners to drive root cause resolution. Additionally, the Change and Problem Management Supervisor manages the execution of multiple small projects and initiatives concurrently. This involves applying standardized project methodologies, providing leadership and direction to the team, and ensuring that project tasks are executed efficiently and effectively. The supervisor shares responsibility and accountability with business owners and project leadership for the successful delivery of all assigned projects.

Requirements

• 3+ years of supervisor experience
• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Nice To Haves

• 3-5 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 managing and growing team members in a professional setting
• 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.

Responsibilities

• 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 IT 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
• Leads and manages projects within the IT Support Teams; provides engagement, consultation, and direction for projects outside of the Support Desk
• Drives alignment and improvement across the IT Support
• Monitors daily business operations; assigns and delegates work to the team to meet SLAs (e.g., HPSM inboxes, CMS L2 phone queue)
• Creates reports to help run business needs (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues)
• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level