Supervisor - Managed Security Services

Job Description

Job Description

Job Description

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.

The Supervisor is accountable for ensuring the successful delivery of high-quality services in alignment with the Statements of Work (SOW). The Supervisor 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 Supervisor 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 communications
• Very confidently runs meetings, differentiating services per MSS positioning
• Defines purpose and provides context during calls, meetings and presentations
• Regular 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 weight

• Maintains 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, OR 

• 9 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 center  
• At least 2 advanced or expert level certifications in Managed Security Services discipline, including but not limited to:

o    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 portfolio 
• Direct involvement in working with internal and external teams to implement and troubleshoot complex configuration hardware, software and services 
• Experience presenting ideas and solutions to clients and adapting presentation style to fit particular client situations 
• Demonstrated knowledge of company products and services, testing methodology, and system troubleshooting 
• Demonstrated ability to investigate complex problems where analysis of situations or data requires an in- depth evaluation of variable factors from multiple IT infrastructure systems 
• Demonstrated ability to establish positive working relationships and conduct complex and important work critical to the organization in a team, consulting environment 
• Proven ability to select resolutions and techniques that meet technical requirements within the context of best practices, and make recommendations to achieve targeted objectives 
• Clear, 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 needed

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW. Salaries are based on a 37.5 -hour workweek, and paid on a bi-weekly payroll schedule.

Pay range: $ 88K - $123,200, depending on experience and skill set

Current Opening: This posting reflects a currently available position within our organization for which we are actively recruiting. 

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. 

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.