Manager IT Technology Supportat CDW Careers

Technology Engineering image

Job ID: 19002133
Updated: Apr 28, 2020
Location: Vernon Hills, IL, United States

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

§  Coworker desktops and laptops

§  Mobile devices including smartphones and tablets

§  Printers/Copiers/MFPs

§  Projectors

§  Video Conferencing

§  Asset Management (software & hardware)

The Technology Support Manager ensures that all phases of deskside support, including installations, upgrades, software, hardware, operating


Key Areas of Responsibility

§  Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.

  • Manage performance of the Technology Support team by driving productivity and improving the experience coworkers have when interacting with IT.
  • Review daily, weekly, and monthly reports for Technology Support to ensure that all service level initiatives are being met per department goals and objectives.
  • Manage relationships with key hardware vendors to include:  Lenovo, HP, Symantec, McAfee, Microsoft, Apple, etc
  • Ensure that all phases of desktop support, including installations, upgrades, hardware, software, peripherals, etc. are properly coordinated, monitored, tracked, and resolved.

§  Responsible for effective talent management to attract, develop and retain staff including pipeline & succession planning

  • Identify skill gaps and develop staffing plans to address training opportunities.
  • Plan and drive Technology Support related projects and initiatives.
  • Identify and implement process improvements that will increase productivity and drive consistency in how support is provided to CDW coworkers.
  • Create & communicate staffing schedules.
  • Monitor all Technology Support ticket queues.
  • Observe/coach supervisors and coworkers.
  • First point of contact for management escalation involving Technology support.
  • Approve and sign staff time cards.
  • Collaborate with other departments to align goals, objectives, and resources.
  • Address issues of diverse scope where analysis of situations and/or data requires evaluation of a variety of factors, including an understanding of current business trends.

§  Define and regularly review current organizational structure, ensuring alignment to departmental and business strategies.

  • Work off hours and weekends as business needs dictate.
  • Address emergency issues from home when necessary.
  • Carry smartphone for off hours support.
  • Travel as needed up to 25%


Education and/or Experience Qualifications

§  Bachelor’s degree in a technology related discipline; OR a combination of work experience, education and training equivalent to a four-year college degree in a technology related discipline

§  3 years of experience in a Helpdesk or Desktop Support Supervisor or Manager role in an enterprise environment (5000+clients)

§  5 years related IT work experience


Other Required Qualifications

§  Ability to work with minimal supervision. 

§  Advance knowledge of PC hardware and software installation, configuration, troubleshooting, and repair.

§  Advance working knowledge of Microsoft operating systems and software products.

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

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

§  Demonstrated experience leading projects, effectively delegating responsibilities and managing resources.

§  Proven record in developing and implementing long term desktop strategies and initiatives.

§  History of building and maintaining productive cross-functional relationships with key stakeholders and business partners.

§  Strong attention to detail and creative problem-solving skills.

§  Demonstrated ability to attract and retain a successful talent pool.

§  Flexibility to work off hours and weekends as required.

§  Login capabilities to work from home when needed.



Preferred Qualifications

§  4-5 years of Manager or Supervisor experience in an enterprise environment (5000+clients)

§  3 years’ experience managing large rollouts and mass deployments of PC and Apple desktops and laptops. 

§  3 years working experience with developing, updating, and managing hardware build process and procedure

§  2 years’ experience managing capital planning around hardware/software used in an enterprise environment.

§  2 years’ experience with expense planning and forecasting for an IT Service Desk or desktop environment.

§  Certified Desktop Support Manager (HDI)

§  ITIL v3


Job Category: Corporate IT
Job Type: Full-Time

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