What are the responsibilities and job description for the Product Support Manager - Technology Field Captain Manager position at Home Depot / THD?
Position Purpose:
IT Field Captain Manager will support IT Field Captains with day-to-day activities. The IT Field Captain Manager will support up to 12 Field Captains across a designated region in the country. They will need to travel to stores as needed within a 75-100-mile radius on occasion or assigned. The IT Field Captain Manager will monitor and manage the quality of the Field Captains' work while maintaining their schedule as this is a role with high demand and visibility. The IT Field Manager will represent IT and The Home Depot in a professional and businesslike manner and communicate effectively with management and associates at all levels.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
30% - Delivery & Execution:
NATURE AND SCOPE
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
IT Field Captain Manager will support IT Field Captains with day-to-day activities. The IT Field Captain Manager will support up to 12 Field Captains across a designated region in the country. They will need to travel to stores as needed within a 75-100-mile radius on occasion or assigned. The IT Field Captain Manager will monitor and manage the quality of the Field Captains' work while maintaining their schedule as this is a role with high demand and visibility. The IT Field Manager will represent IT and The Home Depot in a professional and businesslike manner and communicate effectively with management and associates at all levels.
The IT Field Manager will act as an escalation point to help research and resolve technical issues at assigned stores across their region, they will provide backup to the IT Field Captain to service, repair, or do installations and other duties to cover for an IT Field Captain in there and other regions as requested. The IT Field Captain Manager will define a schedule supporting all stores in their assigned District. The IT Field Captain Manager is expected to monitor tickets/tasks/projects through Service Now Portal. The IT Field Captain will be accountable for expense management and travel planning for the IT Field Captains in the region.
The IT Field Captain Manager will continually improve service delivery to meet or exceed customer experience to the stores.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
30% - Delivery & Execution:
- Provides on-call support at Team Lead level in a paging system
- Partners to resolve escalated technical and executive-level issues
- 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 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
- Acts in a liaison role with vendors; engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendors
- Leads and manages projects within the team; provides engagement, consultation, and direction for projects outside of the team
- Drives alignment and improvement across the team by identifying and analyzing trends and roadblocks; presents findings and suggestions to the leadership team
- Collaborates with peers and Senior Managers to create and communicate standards and processes that mitigate the negative impact
- Monitors daily business operations; assigns and delegates work to the team to meet SLAs (e.g., HPSM inboxes, CMS L2 phone queue)
- Creates and analyzes reports to help run IT Support business (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues)
- Produces and updates content for knowledge base articles and training for Support Desk Level 3; leads training classes for Level 3; 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 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; partners with Senior Manager to determine areas for further training and coaching and to produce associated content
NATURE AND SCOPE
- Typically reports to the Product Support Sr. Manager, Technology Director or Sr. Director.
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
- Store Environment
- Typically requires overnight travel 5% to 20% of the time.
MINIMUM QUALIFICATIONS
Years of Relevant Work Experience:
Preferred Qualifications:
Knowledge, Skills, Abilities and Competencies:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Years of Relevant Work Experience:
- 5 years
- Able to work at heights of 45 -50ft and operate store lifts
- Able to lift at least 50lbs.
Preferred Qualifications:
- 3 -5 years' Home Depot store experience
- Degree in Computer Science or IT Related Field
- Minimum of 2 years of management/leadership experience, with demonstrated management experience.
- Degree in Computer Science or IT Related Field
- Excellent interpersonal skills
- Proven organization skills
- Ability to work in a fast paced, high energy environment
- Expert Microsoft Office skills
- Highly trained and able to provide maintenance and break-fix services for Home Depot's standard equipment
- Able to work at heights of 45 -50ft and operate store lifts
- Able to lift at least 50lbs.
- Experienced with Microsoft Windows OC, Cisco OS and Linux/Unix OS
- Knowledgeable about and capable of repairing CAT 3, 5 and 6 cables as well as re-terminate fiber
- Familiar with BICSI and NEC Standards
- Familiar with tools used for testing Low Voltage and Electric
- Potential to work nights, weekends and holidays
Knowledge, Skills, Abilities and Competencies:
- Attracts Top Talent: Attracting and selecting the best talent to meet current and future business needs
- Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
- Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique
- needs of different audiences
- Customer Focus: Building strong customer relationships and delivering customer-centric solutions
- Decision Quality: Making good and timely decisions that keep the organization moving forward
- Develops Talent: Developing people to meet both their career goals and the organization s goals
- Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives
- Ensures Accountability: Holding self and others accountable to meet commitments
- Manages Conflict: Handling conflict situations effectively, with a minimum of noise
- Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
- Resourcefulness: Securing and deploying resources effectively and efficiently