Supv Managed Services

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