Supervisor, Managed Services

Description

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges.

The Supervisor is responsible for managing the day to day operations of the shift while leveraging, improving & implementing ITIL best practices. Duties will include; ensuring L1 and L2 engineers are staffed, ensuring all incidents, tickets, calls & alerts are addressed while maintaining high levels of customer satisfaction and Service Level Agreements. The Supervisor will also act as a single point of contact during any critical incident & also handle escalation management partnering with SAMs/PMs according to Standard Operating Procedures. In addition to supervising the level 1 and level 2 engineers, the Supervisor will lead daily shift change sessions & will also serve as the on-site single point of contact for the Ops Techs and any customer who wishes to escalate during that shift.

Key Areas of Responsibility

• Monitor, audit & report daily workflow to ensure engineers are working as efficiently as possible to provide the ultimate customer experience by meeting or exceeding Service Level Agreements

• Coordinate with fellow Supervisors to ensure adequate staffing and shift coverage

• Set the daily objectives for the team, provide direct supervision for all working the shift, including performance and compensation assessments for assigned team members

• Own & lead all Critical Incidents via defined Situation Management Process

• Determine & define the training needs of team members and work with fellow supervisors, Command Center Leads & Operations Engineering Manager to coordinate regularly

• Serve as Document Manager for all NOC Wiki & SharePoint sites, maintain the NOC calendar, ensure audits are done in a timely manner and master audit sheet is current

• Lead regular assessments which compile, review and present team performance metrics to managers and other stakeholders on a scheduled basis

• Partner with peers to ensure the team is adhering to current governance & established processes and procedures. Create & implement regular audit schedule to validate adherence

• Proactively Identify & implement process improvements across the teams

• Proactively identity Command Center self-healing capabilities & automation

• Recruit, hire, on-board, coach, mentor, motivate and develop coworkers in accordance with CDW ManS objectives & corporate culture

• Work with peers & senior management to develop both strategically & tactile team goals and objectives

• Provide input into the holistic strategic direction of the ManS Command Center Team

Minimum Qualifications

• 5 years of relevant 24x7x365 operations center experience with success in increasing areas of responsibilities

• 2 years' experience in direct personnel management (Lead, Supervisor of Manager)

• Associate or higher Degree from a recognized college or university, preferred in computer science, information systems, electrical engineering, or a related field. Qualifying experience and/or technical certification (e.g. MCSE, CCNA/CCNP, RHCE, etc.) may substitute for the required education

Other Required Qualifications

• Familiarity and deep experience implementing ITIL best practices for Incident, Problem, Change, Document & Service Management (ITIL v3 certification preferred)

• Strong, proven background in leading reporting & metrics capabilities, this includes; creating & generating base metrics from ticket systems, leveraging Excel & other tools

• Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization while maintaining composure at all times required

• Strong interpersonal, written, communication & problem solving skills

• Ability to think, work both creatively & strategically in large matrix organizations

• High organizational skills and the ability to delegate tasks efficiently

• Solid understanding of latest server, network topologies (LAN/WAN), general infrastructure and application technology

• Demonstrate strong competency in managing through system with strong ability to lead and motivate people across various levels of the organization

• Schedule flexibility with ability to work non-standard business hours and shifts

• Excellent work ethic - high output and attention to detail

Who we are:

CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

What you can expect from us: Culture, coworkers, careers.

CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you'll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self-and your best ideas-to CDW. Because diverse perspectives bring forth better problem solving-and better solutions for our customers on a rapidly evolving technology landscape.

Equal Opportunity Employer, including disability and protected veteran status

Benefits overview: https://cdw.benefit-info.com/