Product Support Supervisor (Remote)

The Home Depot; Austin (TX); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company in consumer services is seeking a Product Support Supervisor to manage escalated requests and mentor junior staff. This role involves overseeing IT support operations, ensuring quality standards, and fostering vendor relationships. The ideal candidate will have strong troubleshooting skills and experience in team management, with a focus on customer satisfaction and effective communication.

Qualifications

• 3-5 years of relevant experience preferred.
• Expertise in troubleshooting, networking, and virtual/cloud environments.

Responsibilities

• Provides on-call support and resolves escalated technical issues.
• Monitors daily operations and assigns work to meet SLAs.
• Leads and mentors the team, conducting performance reviews.

Skills

Team management

Troubleshooting

Networking

Customer Focus

Communication

Education

Bachelor’s degree or equivalent

Tools

CRM/help desk systems

Active Directory

Citrix

Job description

Join to apply for the Product Support Supervisor (Remote) role at The Home Depot

Position Purpose

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.

Key Responsibilities

1. Delivery & Execution (40%)
   • 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
2. Administration & Operations (30%)
   • 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
3. People (30%)
   • 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

Additional Details

• Reports to: Typically to the Product Support Manager or Sr. Manager
• Travel Requirements: Less than 10% overnight travel
• Physical Requirements: Mostly sitting with occasional movement or lifting light articles
• Working Conditions: Indoor, comfortable environment with infrequent unpleasant conditions

Qualifications

Minimum Qualifications

• Must be 18 or older
• Legally permitted to work in the United States

Preferred Qualifications

• 3-5 years of relevant experience
• Expertise in CRM/help desk systems, networking, troubleshooting, virtual/cloud environments, antivirus, mobile management, data backup, DNS/DHCP, email protocols, Active Directory, Citrix, and content development
• Team management experience

Education & Experience

• Bachelor’s degree or equivalent
• Minimum 3 years of work experience

Competencies

• Attracts Top Talent, Builds Effective Teams, Collaborates, Communicates Effectively, Customer Focus, Decision Quality, Develops Talent, Drives Engagement, Ensures Accountability, Manages Conflict, Optimizes Work Processes, Resourcefulness

Additional Info

• Employment type: Full-time
• Industry: Consumer Services