Supv Managed Services

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

Travel: No