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POSITION PURPOSEThe IT Support Supervisor is responsible for providing world-class IT support at QC, including all aspects of software and hardware provisioning, licensing, spend, maintenance and end-user support. You will lead and work alongside a small team of systems administrators to support a great experience for all QC associates by ensuring technical needs are met in a timely manner. You will define metrics of success for your team and implement systems and processes to develop the IT support function into a robust, scalable and sustainable function. You will partner with other leaders in the organization to design and drive various projects including software migrations/integrations, hardware refreshes, and other capital improvement projects.MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES40% - Delivery & Execution:Provides on-call support at Team Lead level in paging systemPartners 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 performanceNATURE AND SCOPETypically reports to the Product Support Manager or Sr. Manager.ENVIRONMENTAL JOB REQUIREMENTSEnvironment:Located in a comfortable indoor area. Any unpleasant conditionTravel:Typically requires overnight travel less than 10% of the time.MINIMUM QUALIFICATIONSMust be eighteen years of age or older.Must be legally permitted to work in the United States.Additional Minimum Qualifications:Must be legally permitted to work in the United StatesEducation Required:Years of Relevant Work Experience: 3 yearsPhysical 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. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.Additional Qualifications:Preferred Qualifications:
Understanding of TCP/IP and LAN/WAN network troubleshooting
Windows Server 2012R2/2019 administration
Linux administration experience
Mac administration experience
Windows client troubleshooting
Terminal/command line experience
Experience with leading IT helpdesk ticketing system(s)
Experience managing hardware/software budget cycle
Knowledge, Skills, Abilities and 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 improvementResourcefulnessWe are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
