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.

Key Responsibilities:

40% Delivery & Execution:Provides on-call support at Team Lead level in paging systemDocuments, reviews and ensures that all quality and change control standards are metPartners to resolve escalated technical and executive level issuesActs 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 implementedLeads and manages projects within the IT Support Teams; provides engagement, consultation, and direction for projects outside of the Support DeskDrives alignment and improvement across the IT Support30% 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 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 standardsCommunicates regular pertinent product update information to keep knowledge current30% People:Provides leadership, mentoring, and coaching to the teamAttracts, retains, and develops top talentConducts annual and mid-year reviews, reviewing individual development plans and providing performance feedbackActs as a proponent of best practicesFacilitates the onboarding and ramp up of new team membersMonitors and observes team performance

Direct Manager/Direct Reports:

Typically reports to the Product Support Manager or Sr. Manager.

Travel Requirements:

Typically requires overnight travel less than 10% 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:

3+ years of supervisor experienceMust 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:

3-5 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 guiding and coaching more junior team membersExpertise in setting high standards through actionProficient in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectivenessExperience managing and growing team members in a professional setting

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:

3

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 improvementResourcefulness: Securing and deploying resources effectively and efficiently