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.

The ideal candidate possesses the following skillset:

Demonstrated ability to manage leaders and teams that have widely disparate IT and warehouse skills, processes, tools, tasks, goals and professional development needs.Demonstrated ability to develop strategic technology hardware deployment direction that’s aligned with and supports the enterprise’s long term goals but flexible enough to effectively operate in a fluid business environment in an cost effective manner.Effectively communicate both orally and written, at all levels of business and teams (warehouse associate to ELT).Ability to recognize and implement a balance level of technology into both warehouse pick/pack/ship and staging operational processes.Strategic level understanding of logistics, inventory management and IT hardware staging operations to seamless integrate production that meets or exceeds demands.Demonstrated ability to manage a standalone facility and provide budget inputs for maintenance, staging tools, lift equipment, HVAC, shipping supplies to name a few.

Key Responsibilities:

30% Delivery & Execution:

Partners to resolve the most advanced, escalated technical and executive-level issuesDocuments, reviews and ensures that all quality and change control standards are metActs 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 DeskMakes 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 LeadershipAssists directors in selecting critical vendors to partner with; engages vendors as needed to resolve or proactively remediate issuesSupports and nurtures strategic vendor relationships; recommends ways to influence vendors that align to domain, portfolio, and enterprise strategic objectivesDrives 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 changesCommunicates 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 improvementDetermines 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 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 and other Support Desk leaders accountable to meeting these standards

25% People:

Attracts, retains, and develops top talentConducts annual and mid-year reviews for more junior leaders, reviewing individual development plans and providing performance feedbackActs as a proponent of best practicesMonitors and observes team performance; determine areas for further training and coaching and produces associated contentMakes 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

Direct Manager/Direct Reports:

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

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 States

Preferred Qualifications:

6-8 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 serving as a resource for more junior team members on how to approach or complete Support Desk tasksExpertise in setting high standards through actionExpertise in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectivenessProficient in selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships

Minimum 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 education

Minimum Years of Work Experience:

6

Preferred Years of Work Experience:

No additional years of experience

Minimum Leadership Experience:

None

Preferred Leadership Experience:

None

Certifications:

None

Competencies:

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 uniqueneeds 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 improvementPlans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goalsResourcefulness: Securing and deploying resources effectively and efficientlySituational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations