Supv Managed Services

Supervisor

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.

Job Summary

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.

What You Will Do

• 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 identify 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 & tactically team goals and objectives.
• Provide input into the holistic strategic direction of the ManS Command Center Team.

What We Expect Of You

Pay range : $80,000 - $119,544 depending on experience and skill set

Annual bonus target of 10% subject to terms and conditions of plan

Salary ranges may be subject to geographic differentials

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.