CDW
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Supervisor IT Technology Supportat CDW Careers

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Job ID: 20000248
Updated: Apr 14, 2020
Location: Vernon Hills, IL, United States

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.   

 


Job Category: Corporate IT
Job Type: Full-Time

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