The Home Depot

Product Support Supervisor (Remote)

The Home Depot$60K — $130K *
US-AnywhereRemote in Austin, TX
Technical Services
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 3-5 years of relevant work experience in IT support
  • Experience in a call center environment
  • Expertise in troubleshooting hardware and software issues
  • Proficient in Microsoft Office applications
  • Strong team leadership and mentoring capabilities

Responsibilities

  • Provide escalated support for technical issues and manage on-call responses
  • Ensure adherence to quality and change control standards
  • Develop and maintain knowledge base articles and training materials
  • Lead IT support team projects and drive improvements in service delivery
  • Monitor daily operations and delegate tasks to meet service level agreements

Benefits

  • Mentoring and career development opportunities
  • Collaboration with industry leaders and vendor relationships
  • Access to comprehensive training resources
  • Flexible work environment with minimal travel requirements
  • A supportive and engaging team culture
Full Job Description
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.
As a Product Support Supervisor, you will act as a SME driving alignment across the team. In addition, you will lead and manage IT Support Team projects and enable projects outside the Support Desk area as needs arise.

Key Responsibilities:
  • 40% Delivery & Execution:
  • 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
  • 30% 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 standards
  • Communicates regular pertinent product update information to keep knowledge current
  • 30% People:
  • 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


Direct Manager/Direct Reports:
  • Typically reports to the Product Support Manager or Sr. Manager.


Travel Requirements:
  • Typically requires overnight travel less than 10% of the time.


Physical 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.


Working Conditions:
  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.


Minimum Qualifications:
  • Must be eighteen years of age or older.
  • Must be legally permitted to work in the United States.
  • Must be legally permitted to work in the United States


Preferred Qualifications:
  • 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


Minimum Education:
  • 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.


Preferred Education:
  • No additional education


Minimum Years of Work Experience:
  • 3


Preferred Years of Work Experience:
  • No additional years of experience


Minimum Leadership Experience:
  • None


Preferred Leadership Experience:
  • None


Certifications:
  • None


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


For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:

The pay range for this position is between $60,000.00 - $130,000.00

About The Home Depot

The Home Depot is a home improvement retailing company that combines its physical stores with an online presence to provide customers with innovative products at great value. The company specializes in the fields of retail, home improvement, and customer service. The Home Depot was founded in 1978 and is headquartered in Atlanta, Georgia.

The Home Depot Careers

Join the vibrant team at The Home Depot, the largest home improvement retailer in the U.S., where your career can flourish in an environment ripe with opportunities for growth and innovation. As a market leader, The Home Depot offers a variety of job opportunities that allow professionals to thrive in a culture that values leadership, diversity, and professional development. Work You’ll Do At The Home Depot, you’ll be part of a team that’s committed to helping homeowners, builders, and do-it-yourselfers bring their visions to life. Our extensive range of job opportunities spans from store operations to supply chain management, from IT to marketing. No matter where you start, you’ll be doing work that matters, impacting our customers' lives and experiences. Transform Your Career Step into a role within The Home Depot and join a network of over 400,000 associates who are as passionate about building their careers as they are about helping our customers. Leadership at The Home Depot means continuous improvement, embracing diversity, and fostering a culture of inclusion and respect that makes us stronger. Innovate with Us Innovation isn’t just a buzzword at The Home Depot; it’s the backbone of how we do business. We are constantly seeking out new technologies and tools to improve every aspect of our operations, from logistics to customer service. Join us, and bring your unique perspective and skills to a team that’s setting the standard for excellence in the retail industry. Grow and Develop The Home Depot is committed to the growth and development of its associates through robust training programs, leadership workshops, and opportunities for advancement. Whether you’re looking for a part-time position or a full-time career, The Home Depot nurtures your professional growth every step of the way. Internship Programs Dive into the professional world through The Home Depot’s internship programs, which offer a dynamic environment to gain hands-on experience and develop critical skills in various business areas. Our internships provide a platform to connect with leaders and peers, enhancing your resume and preparing you for future employment. Benefits and Culture Choosing to start your career at The Home Depot means more than just securing a job. It means you gain access to unparalleled benefits that support your life and well-being, from health insurance to educational assistance. Our commitment to employees is reflected in our open, supportive culture where everyone’s voice is heard, and every team member’s contribution is valued. Join Our Team Ready to take the next step in your career? Explore the wide range of positions available at The Home Depot, where we’re hiring passionate, curious, and innovative team players. Search open positions that match your skills and interests on our Jobs page. Stay Connected Keep up to date with the latest career tips, company news, and industry insights—all from the people who work here. Subscribe to our Careers Blog and personalize your subscription to receive updates that align with your career interests and goals. At The Home Depot, we don’t just offer jobs—we offer careers that make a difference. Join us, and be a part of something bigger as we continue to invest in your future and our shared success.
Learn more about The Home Depot
Size
490,600 employees
Market Cap
$323 billion
Industry
Net Income
$12.8 billion
Founded
1978
5 Year Trend
+9.8%
Revenue
$132.1 billion
NASDAQ

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