Product Support Supervisor

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $60k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

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The Home Depot

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1978

🛒 Retail

👥 B2C

💰 Debt Financing on 2007-07

Retail • B2C

The Home Depot is a leading home improvement retailer, offering a wide range of building materials, home improvement products, lawn and garden products, and related services. The company operates both physical stores and an online platform, providing comprehensive solutions for DIY enthusiasts, professional contractors, and homeowners. The Home Depot is committed to diversity, equity, and inclusion, providing employment opportunities and benefits to a diverse workforce. Additionally, the company places a high emphasis on customer service and associate engagement to maintain its position as a trusted leader in the home improvement industry.

📋 Description

• Handling escalated requests • Maintaining tracking of licenses and software application discs, license keys, and the PCLS software server • Nurturing vendor relationships • Collaborating on and producing content for the knowledge database and training materials for more junior team members • Acting as a SME driving alignment across the team • Leading and managing IT Support Team projects • Engaging, tracking, and partnering with The Home Depot teams to build relationships and ensure root cause fixes are implemented • Driving alignment and improvement across the IT Support • Assigning and delegating work to the team to meet SLAs • Communicating regular pertinent product update information to keep knowledge current • Providing leadership, mentoring, and coaching to the team

🎯 Requirements

• 3-5 years of relevant work experience • Experience in a call center environment • Knowledge of hardware, applications, and access used by the TSC’s store & corporate support customer base • Expertise in 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 • Must be legally permitted to work in the United States.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development