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