Supv Managed Services

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It s why we re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we re headed.

We re proud to share our story and Make Amazing Happen at CDW.

The Supervisor is responsible for managing the day-to-day operations of the shift while leveraging, improving and implementing ITIL best practices. Duties will include that all role specific responsibilities are properly staffed during each shift, ensuring all incidents, tickets, calls and 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 and 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 Operations Techs and any customer who wishes to escalate during that shift.

• 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.
• Lead with the 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 identify Command Center self-healing capabilities & automation.
• Recruit, hire, on-board, coach, mentor, motivate and develop coworkers in accordance with CDW Man Services 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 Managed Services Command Center Team.

• Associate Degree and 2 years  experience in direct personnel management (Lead, Supervisor of Manager) and relevant 24x7x365 operations center experience with success in increasing areas of responsibilities OR
• 4 years direct personnel management (Lead, Supervisor of Manager) and relevant 24x7x365 operations center experience with success in increasing areas of responsibilities.
• Familiarity and deep experience implementing ITIL best practices for Incident, Problem, Change, Document & Service Management.
• 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.
• Strong organizational skills and the ability to delegate tasks efficiently
• Solid…