Product Support Assistant Manager

Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 60 years and now is the best time in our history to join us. We are opening more locations every year and we are always looking for qualified individuals to join us in our growth. We are a company that promotes from within, both in our retail and corporate operations.

The Product Support Assistant Manager oversees the daily operations and performance of the support team, ensuring the timely and effective resolution of complex technical issues. This role focuses on driving service excellence, team development, and operational efficiency within an application support environment. Coordinates operational activities of the department including strategy development and implementation; operating plans and budgets; value generation initiatives; policies, procedures, systems, and reporting. Builds and manages a high-performance team to achieve department objectives.

Essential Duties and Responsibilities:

• Promotes the Company Vision To be the BEST!
  • Caring for and Cultivating People
  • Delighting our Customers
  • Growing Responsibly
  • Drives Value to the Business
• Lives and shares The Dream and philosophies and assists others to realize their dream; connects employees to Company vision and purpose
• Participates in Asset Management's recruitment, hiring, training, employee development and performance management
• Provides direction and feedback on the day-to-day activities of employees
• Communicates clear job expectations, goals and development opportunities to Asset Management employees
• Prepares employee development plans; recommends appropriate action to upper management
• Conducts performance reviews
• Coaches and mentors Asset Management employees
• Serves as an escalation point for interpersonal and operational employee challenges
• Regularly meets with employees in a one-on-one setting
• Manages work schedules and performs time keeping activities
• Monitors and adjusts employee workloads
• Monitors department projects to ensure projects are delivered on time, within budget and to agreed quality level
• Gathers, tracks and reports department attainment of Key Performance Indicators (KPIs) to upper management
• Ensures the highest level of Customer Delight by promoting and providing excellent customer service
• Ensures Company procedures are followed, including the tracking and publishing of metrics
• Works collaboratively across departments to identify and resolve risks, conflicts and challenges, recommends resolution and implementing process improvements
• Stays current on the latest industry technologies, trends, and strategies; brings forward solutions and serves as a Trusted Expert
• Participates in Company management initiatives such as: meetings, conferences, and committees
• Develops and maintains departmental governance procedures
• Supports decisions made by Company leadership

Specific Duties

• Team management
  • Supervise and support the L2 team, ensuring that they meet performance targets such as response times and resolution quality
  • Foster a positive working environment that encourages collaboration, problem-solving; and professional development
  • Monitor and balance team workloads to maintain high service levels
• Incident and Problem Management
  • Oversee the team's response to incidents, escalations and service requests from L1 teams
  • Ensure that root cause analysis is performed for recurring or major issues and derive permanent fixes
  • Act as an escalation point for unresolved or complex issues
• Service Improvement
  • Identify areas for improving support processes, workflow efficiencies, and overall customer satisfaction
  • Implement best practices and standard operation procedures for handling incidents, ensuring compliance with SLAs
  • Analyze incident trends to proactively reduce future problems
  • Look for new opportunities to left shift support work from L3 to L2 and from L2 to L1
• Collaboration
  • Work closely with other IT departments such as development, infrastructure and network teams to resolve issues and improve service quality
  • Maintain open communication with stakeholders, including business users, to ensure their needs and expectations are met
• Mentorship and Training
  • Provide coaching, mentorship and training to team members to improve their technical skills and soft skills
  • Ensure ongoing professional development for the team, keeping them updated on new technologies and troubleshooting methods
• Reporting and Documentation
  • Generate performance and incident reports, tracking team productivity, service-level compliance, and customer satisfaction metrics
  • Ensure that all solutions are properly documented in the knowledge base for future reference by the team
• Tools and Technologies
  • Oversee the use of support and monitoring tools, ensuring they are used efficiently for incident tracking, monitoring, and reporting
  • Stay updated on the relevant application supported by the team, along with any upcoming patches, upgrades or system changes
• Other duties as assigned

Qualifications

• Technical Proficiency - strong knowledge of applications, operating systems, databases, and networks. Ability to guide the team on complex troubleshooting steps
• Leadership - experience in managing and leading a technical team, with a focus on team development and performance improvement
• Problem-Solving - excellent analytical and troubleshooting abilities, especially for complex application issues
• Communication - strong verbal and written communication skills to collaborate with stakeholders and deliver technical information to non-technical audience.
• Service-Oriented Mindset - focus on customer service and delivering timely, high-quality resolutions to their issues
• Advance knowledge of ITIL practices
• Excellent analytical, planning and negotiation skills are needed.
• Excellent interpersonal skills with the expert ability to develop strong relationships with key members of both internal and vendor teams.
• Demonstrated business acumen with an expert knowledge and understanding of business issues, priorities, goals, and strategy is necessary.
• Must be highly organized, extremely detail oriented with strong leadership experience.
• Maintaining confidentiality, treating others with respect and upholding Company values is a key attribute.
• Ability to perform in a fast-paced, goal oriented, and time sensitive environment.
• The ability to drive organizational transformation; communicates openly and builds consensus with stakeholders.

Educational Requirements

• Bachelor's degree in [Specific Major/ focus] or a related field or equivalent experience is required. Several years of experience in application support or a similar technical role, with leadership experience or previous team management preferred
• Professional certifications are a plus.

Work Days

Normal work days are Monday through Friday. Occasional Saturdays and Sundays may be necessary.

Work Hours

Normal work hours are 8:00 a.m. to 5:00 p.m. Additional hours may be necessary.

Discount Tire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.

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