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Supervisor IT Technology Support

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Job Details
Job Order Number
JC154854115
Company Name
CDW
Physical Address

Vernon Hills, IL 60061
Job Description

The Supervisor Tech Support supervises the activities
associated with providing technical support services to internal stakeholders
as issues are reported.

The Technology Support department provides IT services for
internal coworkers as it relates to:

?
PC Desktops and laptops

?
Mobile devices including smartphones and tablets

?
Printers/Copiers/MFPs

?
Projectors

?
Video Conferencing

A Technology Support Supervisor provides hands-on supervision for incidents and
service requests that are escalated from the IT Service Desk at each of the CDW
locations.

Key Areas of Responsibility

·
Ensure dept. completes and closes incidents and
services requests in a quick and efficient manner.

·
Ensure departmental incidents and service
requests are kept up to date and coworkers are informed of status.

·
Address issues of diverse scope by analyzing and
evaluating a variety of factors including an understanding of current business
needs.

·
Lead Internal Projects and participate in IT
Department projects as requested.

·
Serve as the point of contact for emergency
issues for all assigned locations/functions to ensure timely communication and
resolution

·
Identify and recommend ways to streamline
process and improve efficiency.

Other Responsibilities

·
Monitor technology support queues to ensure
adequate coverage for tickets in their corresponding location.

·
Observe/coach coworkers to ensure quality
service is being provided.

·
Ensure dept. completes and closes incidents and
services requests in a quick and efficient manner.

·
Ensure departmental incidents and service
requests are kept up to date and coworkers are informed of status.

·
Lead deployments and hardware refreshes

·
Participate in proactive trend analysis.

·
Provide backup support for Technology Support
Manager.

·
Identify and drive the remediation of systemic
system issues (avert escalation).

Qualifications

Education and/or Experience Qualifications

·
Bachelor’s Degree in a related field or
equivalent experience

·
4 years’ work experience in an IT support center

Required Qualifications

·
Working knowledge of PC hardware and software
installation, configuration, troubleshooting, and repair.

·
Working knowledge of Microsoft and Mac operating
systems and software products.

·
Working knowledge of wireless devices and
communications.

·
History of building and maintaining productive
cross-functional relationships.

·
Strong attention to detail and creative
problem-solving skills

·
Track record of balancing competing priorities
with the ability to adapt to the changing needs of the business while meeting
deadlines.

·
Excellent verbal and written communication
skills with the ability to effectively interact with all stakeholders including
senior leadership.

·
Demonstrated ability to coach and mentor others.

·
Ability to document, write and present
information to all stakeholder levels

·
Strong ability to multitask and manage multiple
issues at once.

·
Must be willing to respond to on-call pager
system after hours for support emergencies.

·
Lift up to 50 lbs, with or without assistance,
on occasion.

·
Lift up to 20 lbs, unassisted on a regular
basis.

·
Provide a basic understanding of risk
management.

·
Demonstrated ability to lead projects and or
initiatives that are large in scope and scale

·
Experience providing hands-on leadership
directly or indirectly to coworkers

·
Experience providing in-person, walk-up, or
remote IT support

·
Multiple years of experience completing
installs, uninstalls for PC hardware/software

·
Multiple year performing workstation deployments
and migrations

Preferred Qualifications

·
Project Management Experience

·
Previous supervisory/leadership experience

·
Certified Support Center Team Lead (HDI)

·
A+ Certification

·
N+ Certification

·
Certified Support Center Team Lead (HDI)

·
ITIL v3

·
MCDST

Customer Focus and Quality Management Responsibilities

Each CDW coworker is responsible for maintaining customer
focus and conforms to the CDW quality management system. Specific responsibilities include:

a) Periodic reviews of CDW Circle of Service Philosophy and
the Quality Policy to understand CDW’s commitment to excellent client service
and continual improvement and to conform to these policies and philosophies at
all times.

b) During your orientation period, review with your
supervisor as needed the department procedures and operating instructions
listed at Connect/Departments/Resources/ISO intranet site that apply to your
specific assignment(s) within the scope of this job position.

c) And after the orientation period to conform to these
procedures and instructions, including any reporting (and/or record keeping)
responsibilities.

d) Report any customer problem, or any service outage that
may cause potential customer problems to your supervisor.

Supervisor IT Technology Support

*
Vernon Hills, IL
*

20000248

CDW is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. 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 law. If you are an individual with a disability and need assistance in applying for a position, please contact us at Helpdesk-Recruiting@cdw.com.


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