Supervisor, Supv Software Eng Mgd Svcs

Description
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 Managed Services Software Engineering Supervisor provides supervision to software engineering team staff members in support of delivering CDW Managed Services software development strategies and objectives. They lead a team of people that generally are focused on one or more application development skills or languages. The role includes but is not limited to:
* Understanding the technology and aligning the engineering team to ensure overall Managed Services strategy is implemented. The supervisor will develop and maintain relationships with managed services Delivery, professional services, and sales teams.
* Executing customer service level agreements by utilizing our operational framework and standard operating procedures to meet or exceed overall customer satisfaction.
* Continuous Service Improvement: includes both process and staff management, using both objective and subjective methods. Includes performance management.
* Allocating engineering resources to provide technical services to maintain, support, and optimize the specific technology area assigned.
* Establish and cultivate a solid working relationship with customers through sales opportunities, quarterly reviews, and especially during support issues. Build and maintain strong relationships with key partner representatives (Cisco, IBM, Microsoft, VMWare, etc.).
* What you will do:
* Supervise a team of engineering professionals in multiple locations worldwide.
* Assist with development and maintenance of the training processes and procedures for the technologies assigned.
* Serve as a primary point of contact for the collaboration of strategic and tactical plans for the current and future development of the technologies assigned to their specific team.
* Software Development Leadership: cultivate an environment that nurtures, grows and develops top development talent aligned with industry standards and modern methodologies including SDLC, Agile and Lean
* Understand customer environments and business needs.
* Be familiar with their team's customer satisfaction performance measures, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS) Surveys.
* Assist with oversight of strategic customer projects and support activities.
* Train, develop and mentor team in accordance with CDW Managed Services objectives.
* Assess, compile, review and present team performance metrics to managers and other stakeholders on a scheduled or ad hoc basis.
* Review current processes and implement improvements as necessary.
* Assess the needs and participate in hiring coworkers to ensure team capacity matches the needs of the business.
* Provide input into the strategic direction of the Managed Services Engineering Team.
* Apply strategies into actionable team directives in alignment with Managed Services goals.
* Assist with determination of salary and other compensation targets and payouts for team.
* Work with internal and external stakeholders to utilize resources.
* Manage coworker issues resolution.
* Provide strategic and tactical solutions to technological issues confronted by their team.
* Able and willing to travel up to 25% or as needed to other CDW locations, meetings or client sites
* What we expect of you:
* Bachelor's Degree and 5 years of relevant experience, OR 9 years total of experience in technically relevant area providing hands-on support for said technology
* Always provide forward-thinking leadership
* Assist with development and maintenance of the training processes and procedures for the technologies assigned
* History of successfully coordinating complex projects, with multiple facets and stakeholders
* Excellent written and verbal communication skills with the ability to effectively interact with all stakeholders
* History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines
* Proactively collaborate and build relationships, take initiative and creatively problem solve
* Strong communication skills, both oral and written using a variety of styles and techniques appropriate to the audience
* Ability to plan, organize, and drive for results while meeting deadlines and the ability to adapt to the changing needs of the business
* Applicant should demonstrate solid attention to detail and a penchant for accuracy
* Ability and willingness to travel up to 10% or as needed to other CDW locations or customer sites
* Ability to understand, remember, and apply oral and/or written instructions or other information. Organize thoughts and ideas into understandable terminology. Multi-task, organize, and prioritize. Apply common sense in performing a job and understand and follow basic instructions and guidelines.
* Previous management experience, a plus
* Previous experience in a large managed services environment, a plus. Pay range: $100,000 - $148,190 depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials #LI-SC3
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.