IT Shift Supervisor / Incident Manager - IT Operations
Home Depot - Austin, TX

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POSITION PURPOSE -

This position will serve as a night-shift IT Shift Supervisor / Incident manager as part of a 24x7 IT Operations team serving to ensure IT service levels are met for a fast paced retail company.

The ideal candidate will have demonstrated capabilities and/or experience in the following areas: *
Supervising the work of others; assigning work and managing priorities for local, remote and off-shore resources *
Performance management; able to provide effective & constructive written and verbal feedback *
Information technologies; hardware, software, network, storage with emphasis in Mainframe, UNIX/LINUX/AIX and Windows *
Production control; overseeing batch processing execution *
Communication; written and verbal, with audiences at all levels, excellent listening skills *
Decision making; making decisions based on best available information, and partnering with others when appropriate *
Working well under pressure; multi-tasking; managing competing priorities *
Learning new things; easily grasping technical concepts and processes/procedures *
Customer service; maintaining a customer service focus at all times *
Delivering with qualty; resisting short-cuts; producing work of the highest quality; error free *
Flexibility; willing to learn new things and able to take on new tasks and responsibilities when necessary *
Proficiency; in the use of Microsoft Office (Word, Excel, Powerpoint), SharePoint, Service Manager, ServiceNow a plus *
Applications; development or support exposure a plus; retail applications a plus

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.

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 -

ESSENTIAL SKILLS

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 - 7+

CERTIFICATES/LICENSES -

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.

ADDITIONAL QUALIFICATIONS -

PREFERRED QUALIFICATIONS - *
Experience supervising the work of others; assigning work and managing priorities *
Performance management skills; able to provide effective & constructive feedback both verbally and in writing *
Exposure to key information technologies; hardware, software, network, storage with emphasis in Mainframe, UNIX/LINUX/AIX and Windows terchnologies *
Exposure to application development or support; retail applications a plus *
Highly effective written and verbal communication skills directed at audiences at all levels *
Ability to make decisions based on best available information, and also partner with others when appropriate *
Works well under pressure *
Understands or can easily grasp technical concepts and processes/procedures *
Consistently demonstrates professionalism in performance of job; maintains a customer service focus *
Produces work of the highest quality; error free *
Able to facilitate groups of people working towards situational goals; possesses excellent listening skills *
Able to deal with multiple, competing demands, and to multi-task *
Able to take on new tasks and responsibilities when necessary; can be flexible; is willing to learn *
Proficient in the use of Microsoft Office (Word, Excel, Powerpoint) *
SharePoint experience a plus; Service Manager experience a plus; Service Now experience a plus *
Experience in IT Operations desired
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

Home Depot - 18 months ago - save job - block
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