Job Information
CDW LLC Supervisor Managed Services in MADISON, Wisconsin
JOB REQUIREMENTS: 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... For full info follow application link. CDW is an affirmative action/equal opportunity employer committed to a diverse and inclusive workplace. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/B38114D27D88483C