Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.
Job Summary
The Manager is accountable for ensuring the successful delivery of high-quality services in alignment with the Statements of Work (SOW). The Manager is focused on supporting their team through strong leadership, mentoring and active coaching of performance objectives to develop both technical and soft skills. The role will be measured on customer satisfaction, customer loyalty, reference-ability, employee engagement, and efficiency gains. The Manager will have a solid foundation in managed services and market-leading security technologies so as to be effective in the role.
What you will do :
- Services Delivery – 80% job weight
Enforces, executes, and provides ongoing reporting and alignment of process improvement initiatives, gaining efficiency while adding additional value.
Position the team to deliver high quality services with respect to signed SOW.Maintains knowledge of products and technologies, both coaching and mentoring employees on how to service our clients.Oversees maintenance of the knowledge base and trains the team to update it and develop process and knowledge articles.Oversees the development, maintenance, and performance of all processes necessary to support Service Delivery.Managing shift schedules, workload, prioritizing and assigning resources. Time and productivity reporting.Facilitate knowledge transfer sessions to close identified gaps in incident handling processes or quality.Ensure departmental key performance indicator (KPI) targets and objectives are being met.Provides consistent and constructive feedback to the team as a coach, in alignment with our Trusted Advisor program.Performs quality assessment (QA) of the teams work as part of regular coaching to ensure outputs are aligned with objectives and KPIs.Identifies performance opportunities and risk to the Manager and provides recommendations on improvements.Interaction with customers to explain the function and value of Service Delivery.Leads and builds Trusted Advisor relationships, effectively manages client escalations, working collaboratively with the Manager and cross-functional delivery teams to maintain strong communicationsVery confidently runs meetings, differentiating services per MSS positioningDefines purpose and provides context during calls, meetings and presentationsRegular staff interaction, both written and face-to-face.Delivers effective, concise content during all interactions; focusing on the key message they want to convey.Professional Development - 20% job weightMaintains technical and / or soft skills certifications and attends training session to refine and maintain technical skills.
Facilitates and coaches Trusted Advisor skillsets within the team.What we expect of you :
Bachelor's degree (B.A. / B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field and 5 years of Security Support experience in a client-focused environment, and / or working in security operations center, OR9 years total of Information Technology experience to include 5 years of Security Support experience in a client-focused environment, and / or working in security operations centerAt least 2 advanced or expert level certifications in Managed Security Services discipline, including but not limited to :Check Point : CCSE; Cisco : CCNP Security, CyberOps Professional, CCIE Security; Palo Alto PCNSE, Cortex XDR-PMXdC; IBM QRadar Security : Administrator, Deployment Professional; SANS GCIA, GCIH, Splunk, CrowdStrike Falcon : CCCS, CCFH, CCFA, CCIS; Exabeam : Advanced or Principal Implementation Engineer, Tenable VM Expert or similar technology certifications
The position is part of a 7-day per week, 24-hour per day managed services operations. To provide the required coverage, must be available to work other shifts including weekends, holidays, and overtime.Excellent prioritization and time management skills, including the ability to manage their time without supervision to focus on priorities and handle multiple tasks simultaneously.Experience implementing, and supporting IT infrastructure and Information Systems Design or support involving hardware, software and services at an enterprise level for at least one discipline in the Managed Security Services portfolioDirect involvement in working with internal and external teams to implement and troubleshoot complex configuration hardware, software and servicesExperience presenting ideas and solutions to clients and adapting presentation style to fit particular client situationsDemonstrated knowledge of company products and services, testing methodology, and system troubleshootingDemonstrated ability to investigate complex problems where analysis of situations or data requires an in- depth evaluation of variable factors from multiple IT infrastructure systemsDemonstrated ability to establish positive working relationships and conduct complex and important work critical to the organization in a team, consulting environmentProven ability to select resolutions and techniques that meet technical requirements within the context of best practices, and make recommendations to achieve targeted objectivesClear, concise, and engaging communication and presentation skills in various settings.Collaborative problem-solving approach and mentorship ability.Ability to work independently as part of a leadership role.Consistently achieves high levels of customer satisfaction.Demonstrated ability to execute service delivery using productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications.10% ability to travel as neededWho we are :
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
What you can expect from us : Culture, coworkers, careers.
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.