IT Support Desk Supervisor

“Want to know what it’s like to work in IT at The Home Depot?”

 

POSITION PURPOSE-

Do you want to be part of a thrilling revolution influenced by technology? The Home Depot is a $70 billion business-focused environment where you can contribute in a variety of functional areas covering all aspects of the consumer value chain. We are currently managing leading software packages and technology platforms to deliver creative results to our business partners and customers. We need people who understand how best to apply technologies to solve problems and develop innovative solutions. If you are looking for an opportunity to see instant, progressive, and substantial business benefits from your technology talents and experience, it’s the perfect time to join The Home Depot.

As an IT professional you have expert knowledge in one or more programming languages or databases. Because of your excellent understanding of the entire project life cycle, you have the ability to direct project teams in the gathering, design, and development of complex applications/programs. You get to work closely with and learn from the brightest minds to ensure proper system design. Your role ensures highest quality implementations from design through quality insurance to production. You anticipate hardware and software design needs to take pre-emptive action.  Our IT professionals support multiple team members and other project leads in day-to-day activities related to project work.  

Responsible for overseeing a team of support desk associates and ensuring they have the resources to provide excellent service to customers. Monitor and coach associates to improve their skills and improve call statistics. Take escalated calls from customers on situations that the agents cannot resolve in their own. Handles followup investigation for customer issues where the solution is not immediately found. The Supervisor provides technical, performance and development guidance to all team members. Responsible for the implementation of improved procedures and/or enhanced diagnostic tools for others on the team to use to proactively resolve problems before users report them or resolve existing problems quickly and professionally.

The IT Support Desk Supervisor manages a team of associates that support incoming call volume from THD locations requiring assistance with end-user hardware and software applications. The Supervisor is in charge of leading their assigned team in their daily activities. The Supervisor provides technical, performance and development guidance to all team members. This associate is responsible for the implementation of improved procedures and/or enhanced diagnostic tools for others on the team to use to proactively resolve problems before users report them or resolve existing problems quickly and professionally.

On- site and local perks:

• Choose from a variety of benefit plans designed to meet your individual and family needs.
• Take part in company Success Sharing – an incentive program based on sales performance.
• Receive “Homer Awards” that lead to cash incentives for consistently demonstrating behaviors that reflect The Home Depot’s values.
• Eat at our on-site cafeteria that offers a plethora of options or enjoy discounts at neighborhood restaurants.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
70% Observe and monitor associate performance; provide follow up coaching and development feedback based on observations; provide resources to enable agents to perform their job to the best of their ability.

10% Create reports to capture CSR performance and give real time feedback on their performance on a daily, weekly, monthly and annual basis.

10% Select, coach, mentor and develop team to develop them professionally and increase their value to the organization. This includes: conducting fair and accurate performance reviews; providing developmental opportunities and training; ensure adequate training is provided on policy and procedures; and helping to ensure all service level goals, performance metrics and quality objectives are achieved. Facilitate team meetings.

10% Creates multi-shift schedules to meet coverage demands and manages attendance and attendance issues

NATURE AND SCOPE -
The Support Desk Supervisor reports to the IT Support Desk Manager
Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

ENVIRONMENTAL JOB REQUIREMENTS -

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
MINIMUM QUALIFICATIONS -
Experienced in developing standards/procedures in conjunction with others on the team to support/enhance the team?s ability to proactively eliminate potential troubles or resolve troubles quickly. Advanced knowledge of Support Desk tools for desk performance and operations. Tools include but not limited to, trouble ticketing system, call management, remote access, and network and server monitoring

EDUCATION REQUIRED -
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.

YEARS OF RELEVANT WORK EXPERIENCE - 2

PHYSICAL JOB 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.

PREFERRED QUALIFICATIONS -
• Advanced knowledge of Support Desk tools for desk performance and operations.  Tools include but not limited to, trouble ticketing system, call management, remote access, and network and server monitoring.  
• Familiar with a variety of retail operations concepts, practices, and procedures.
• Relies on extensive experience and judgment to plan and accomplish goals.
• Successfully uses a wide degree of creativity and latitude.
• Ability to evaluate system/application/network events to prevent outages
• Provide technical assistance to the user community
• Excellent communication skills
• Experienced in developing standards/procedures in conjunction with others on the team to support/enhance the team’s ability to proactively eliminate potential troubles or resolve troubles quickly
• Coordinate the department involvement in IS Operations, Network Services, L3 RTS or business projects/activities
• Participate in vendor meetings to insure their performance meets THD’s level of expectation in support of the user community
• Experienced Interviewer
• Knowledgeable in scheduling multi-shift
• Understands when to escalate/partner with HR

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -

Exceptional customer service skills and proven ability to perform in an unpredictable, fast paced environment

Excellent people skills

Hard working, self starter and a problem solver

Strong organization and time management skills

Excellent verbal and written communication skills