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Product Support Supervisor (Remote) id-9559

About the position

The Product Support Supervisor is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships. The Product Support Supervisor is also responsible for collaborating on and producing content for the knowledge database and training materials for more junior team members. As a Product Support Supervisor, you will act as a SME driving alignment across the team. In addition, you will lead and manage IT Support Team projects and enable projects outside the Support Desk area as needs arise.

Responsibilities

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  • 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

Requirements

  • Must be eighteen years of age or older
  • Must be legally permitted to work in the United States
  • 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

Nice-to-haves

  • No additional education
  • No additional years of experience.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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