Supervisor, IT Technology Support

Published date: 2021/03/26
  • Location: Toronto, Ontario, Canada

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your job and future.  We are an innovative, Fortune 200 leader driving meaningful technological change for customers in virtually every industry. This is an exceptional opportunity to join some of the brightest, best and most diverse technology minds working in IT today.

As a Technology Support Supervisor, you’ll lead the provision of IT services to coworkers related to our PC desktops and laptops, mobile devices, printers/copiers/MFPs, projectors, and video conferencing. In this vital tech support role, you’ll supply hands-on supervision for incidents and service requests that are escalated from the IT Service Desk at each of the CDW locations and foster relationships with key business stakeholders there. 

What you will do: 
Ensure that technologies at CDW locations are adequately and efficiently supported.

  • Monitor technology support queues to ensure adequate coverage for tickets in their corresponding location.    
  • Observe and coach coworkers to ensure the delivery of superior service.
  • Create, communicate, and manage staffing schedules.
  • Lead improvement initiatives for technology support.  
  • Ensure incidents and services requests are completed, closed, updated, and communicated efficiently.
  • Lead deployments and hardware refreshes, analyze trends, and recommend process improvements.
  • Identify and lead the remediation of systemic system issues (avert escalation).
  • Onboard, train, and develop department coworkers. 

 

What you will do: 

Ensure that technologies at CDW locations are adequately and efficiently supported.

  • Monitor technology support queues to ensure adequate coverage for tickets in their corresponding location.
  • Observe and coach coworkers to ensure the delivery of superior service.
  • Create, communicate, and manage staffing schedules.
  • Lead improvement initiatives for technology support.  
  • Ensure incidents and services requests are completed, closed, updated, and communicated efficiently.
  • Lead deployments and hardware refreshes, analyze trends, and recommend process improvements.
  • Identify and lead the remediation of systemic system issues (avert escalation).
  • Onboard, train, and develop department coworkers. 

What we expect of you: 

  • The organized, detail-oriented interpersonal communicator we seek has these qualifications.

Must Have

  • 3+ years of experience actively leading coworkers and managing large-scale projects/initiatives.
  • 5+ years of experience in deploying/supporting Windows 10, providing tech support (in person, walk-up, or remote), installing/uninstalling PC hardware/software, and performing workstation deployments and migrations. 
  • Ability to analyze and write process and procedure, offer basic understanding of risk management, and drive continual process improvement.
  • Flexibility to address on-call support requests including after-hour requests.
  • Ability to communicate to effectively and in a constructive manner with customers, coworkers, management and executives.
  • Demonstrated ability to manage multiple priorities/projects, meet deadlines, facilitate change and delegate responsibilities.

Nice to Have

  • Background in A+, N+, Certified Support Center Team Lead (HDI), ITIL v3, and MCDST 

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced startups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. A unified team of challenge takers, diverse thinkers, and problem solvers, we believe when you enjoy what you do and who you do it with, you do your best work. And that means everyone wins.

What you can expect from us:  
Award-winning culture and work/life benefits. 
 

  • Health, dental and vision coverage, coworker stock purchase program, paid vacation time and sick days, coworker discounts, tuition reimbursement, coworker discounts and other generous perks.  
  • A learning environment that empowers you to develop your career with comprehensive resources and support, ongoing education and skills-development training, and robust advancement opportunities. 
  • Awards and recognition include #178 on Fortune 500 list, #81 on Glassdoor’s Best Places to Work, Fortune’s Future 50, Best Places to Work for LGBTQ Equality (Human Rights Campaign Foundation, 2020), Best Companies for Women (Fairygodboss, 2019), and Best for Vets Employer
  • (Military Times, 2020). 

Apply

 

Job details

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CDW Canada Inc.
Full-time

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