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Supervisor Hardware Asset Supportat CDW Careers

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Job ID: 21001988
Updated: Jun 02, 2021
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.

Hardware Asset Management Supervisor has direct accountability for internal CDW hardware asset management, including validating asset management repository records for status related to receiving, stock maintenance, deployment, asset assignment, inventory, asset preparation for use, asset retention, asset reclamation, asset retirement and decommission, asset refurbishment, and asset disposal.

 

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

  • Define and maintain ITAM hardware policies, standards and processes. 
  • Create, update, and maintain policy, process, and hardware procedure documentation supporting asset and configuration management. 
  • Responsible for compliance with applicable corporate policies and procedures. 
  • Responsible for corporate forecast of available assets to ensure responsible purchasing decisions are made to leverage available inventory and data compilation for annual budgeting season. 
  • Manages staff responsible for corporate desktop asset management. 
  • Create and implement internal self-audits and external audits of hardware as required. 
  • Conduct periodic reviews (including internal/external audits) to ensure compliance with regulatory requirements. 
  • Design monthly, quarterly and annual reporting of the IT asset portfolio, and update internal controls to maintain accuracy and efficiency. 
  • Work with internal stakeholders and vendors to ensure hardware asset management is properly managed. 
  • Design monthly, quarterly and annual reporting of the IT asset portfolio, and update internal controls to maintain accuracy and efficiency. 
  • Creates, maintains, implements and evaluates IT asset standards, procedures and systems. 
  • Leads medium to large project driven deliverable including creating and maintaining project schedules, project risks, and facilitating project discussions. 

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.
  • Skillset and/or knowledge of leading IT asset management tool set and common understanding of IT platforms and technology.
  • Ability to work with financial concepts and perform financial analysis, as required.

Preferred Qualifications

  • Project Management Experience.
  • Previous supervisory/leadership experience.
  • Certified Support Center Team Lead (HDI).
  • Strong expertise on Service Now particularly CMDB and ITAM modules.
  • Strong IT Vendor management with 5+ years’ experience.
  • An Industry Certification such as Certified IT Asset Manager (CITAM) or Certified Hardware Asset Management Professional (CHAMP).
  • Experience with PowerBI or other enterprise reporting skills.
  • Medium to advanced proficiency with Microsoft Excel.
  • Certification or equivalent knowledge of the key elements, concepts, and terminology used in the Information Technology Infrastructure Library (ITIL) service lifecycle.
Job Category: Corporate IT
Job Type: Full-Time

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