Supervisor Managed Services

About This Role

Supervise day-to-day operations of a managed services shift, ensuring efficient workflow, customer satisfaction, and adherence to ITIL best practices. Lead and mentor a team of level 1 and 2 engineers while managing critical incidents and driving process improvements.

Responsibilities

• Monitor, audit, and report daily workflow to ensure engineers meet or exceed Service Level Agreements for customer experience
• Coordinate with fellow Supervisors to ensure adequate staffing and shift coverage
• Set daily objectives for the team and provide direct supervision, including performance and compensation assessments
• Own and lead all Critical Incidents via the defined Situation Management Process
• Determine and define training needs for team members and coordinate regularly with leads and management
• Serve as Document Manager for NOC Wiki and SharePoint sites, maintaining calendars and ensuring audits are current
• Lead regular assessments to compile, review, and present team performance metrics to stakeholders
• Partner with peers to ensure adherence to governance, processes, and procedures, implementing regular audit schedules
• Proactively identify and implement process improvements across teams, including self-healing capabilities and automation
• Recruit, hire, onboard, coach, mentor, motivate, and develop coworkers according to CDW Managed Services objectives and corporate culture
• Work with peers and senior management to develop strategic and tactical team goals and objectives
• Provide input into the holistic strategic direction of the Managed Services Command Center Team

Requirements

• 2+ years experience in direct personnel management (Lead, Supervisor of Manager)
• Relevant 24x7x365 operations center experience
• Familiarity and deep experience implementing ITIL best practices for Incident, Problem, Change, Document & Service Management
• Strong background in leading reporting & metrics capabilities, including creating & generating base metrics from ticket systems and leveraging Excel
• Strong interpersonal, written, communication & problem-solving skills
• Ability to think and work both creatively & strategically in large matrix organizations
• Strong organizational skills and ability to delegate tasks efficiently
• Solid understanding of latest server, network topologies (LAN/WAN), general infrastructure and application technology
• Ability to understand, remember, and apply oral and/or written instructions or other information
• Ability to multi-task, organize and prioritize

Qualifications

• Associate Degree or equivalent experience
• 2+ years in direct personnel management (Lead, Supervisor of Manager) and relevant 24x7x365 operations center experience, OR 4+ years direct personnel management and relevant 24x7x365 operations center experience.

Nice to Have

• Technical certification (e.g. MCSE, CCNA/CCNP, RHCE)
• ITIL v3 certification

Skills

* Required skills

Benefits