CDW · 10 hours ago
Manager-Engineering, End Point Compliance / Windows – Managed Services
United States
Full-time
Remote
Mid, Senior Level
$125K/yr - $172K/yr
5+ years expCDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers. The Managed Services Engineering Manager is responsible for leading a specific Managed Services Engineering Team to achieve financial, operations, customer satisfaction and coworker targets while ensuring the delivery of one or more services.
AnalyticsArtificial Intelligence (AI)Cyber SecurityGraphic DesignHardwareInformation TechnologySoftware
Responsibilities
Understand and align the engineering team to ensure overall Services strategy is implemented through Services teams, which includes building and maintaining key relationships with product development, professional services and sales
Executing on 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 areas 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)
Customer Satisfaction: Understand customer environments and business needs
Meet periodically with customers through sales opportunities, quarterly reviews, and especially during support issues
Track, monitor and report Customer Satisfaction Performance Measures, including Customer Satisfaction Surveys
Leadership and Management: Managing workload; prioritizing and assigning resources. Includes review Service Desk queues and related reports
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 technology
Time reporting and related analysis
Hiring staff
Building and motivating effective teams
Delegating responsibilities to appropriate team members
Performance management: Consistent feedback, both positive and negative Assessment, both subjective and objective Coaching/mentoring Individual Development Planning (career path, improvement opportunities, training)
Maintaining the On-call schedule
Work closely with peers to achieve company, department and personal goals
Willing to take calculated risks to meet customer needs and department goals
Process Management: Oversee the development, maintenance, and performance of the problem, change and work order processes
Deliver Operational Framework and Standard Operating Procedures to staff and ensure adherence through Quality Assurance process
Review Operational Framework and Standard Operating Procedures on an on-going basis to identify process and organizational structure gaps
Continuous Service Improvement utilizing using key metrics
Communication: Regular staff interaction, both written and face-to-face
Customer interaction, both written and face-to-face
Work collaboratively with other groups and managers to successfully manage customer expectations and environments
Financial: Manage operational costs, plan, and budget
Qualification
Required
Bachelor's Degree and 5 years of relevant experience, OR
9 years of related consulting or IT services delivery experience
Previous consulting leadership experience required
Process management and improvement
Experience in ITIL
Ability to lead teams; gain consensus
Ability to communicate effectively and concise both orally and written using a variety of styles and techniques appropriate to the audience
Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
Proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
Ability to identify and creatively resolve client, project and people issues
Proven negotiation skills
Experience working with vendors and business partners
Ability to lead and manage to ensure attainment of critical results
Ability to compute, analyze and interpret complex statistical data for reporting purposes and/or to develop forecasts
Ability to act as a trusted advisor in a strategic partnership
Able and willing to travel up to 25% or as needed to other CDW locations, meetings or client sites
Ability to multi-task, organize and prioritize
Preferred
Knowledge of Tanium, Bigfix, Cisco, Microsoft, HP, or Dell products and services a plus
Demonstrated ability to implement and enforce End Point Compliance policies across managed environments, ensuring alignment with security standards and regulatory requirements, a plus
Hands-on experience managing Windows environments, including system setup, updates, and performance improvements, a plus
Benefits
Annual bonus target of 20% subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Company
CDW
At CDW, we know how to make technology work so people can do great things.
10001+ employees
H1B Sponsorship
CDW has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (59)
2024 (49)
2023 (37)
2022 (86)
2021 (44)
2020 (19)
Funding
Current Stage
Public CompanyTotal Funding
$58.74M2015-08-01Post Ipo Equity· $58.74M
2013-06-27IPO
2008-07-31Series Unknown
Leadership Team
Christine Leahy
President & CEO
Sanjay Sood
Chief Technology Officer
Recent News
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