at CDW LLC in Vernon Hills, Illinois, United States
Job Description
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
CDW is an affirmative action/equal opportunity employer committed to a diverse and inclusive workplace.
