CDW Careers

Supervisor, Solution Servicesat CDW Careers Canada

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Job ID: 20000836
Updated: Mar 26, 2020
Location: Toronto, ON, Canada

Role Overview
Are you experienced at leading teams focused on product development and support? Are you driven to deliver excellent customer service? Do you like working in a fun, fast-paced and rapidly growing work environment? CDW Canada is looking for an experienced and driven Supervisor to lead a team split between DevOps and System Administration services. Your background should have exposure to technologies including Monitoring Systems, ITSM Platforms, Linux & Windows based systems, databases and programming & scripting tools. Delivering excellent customer service while solving problems should be a top priority for you. CDW Canada is a fast-paced, entrepreneurial environment so to be successful you’ll need to be a pro-active individual, take direction well, communicate succinctly and collaborate effectively. 

Key Areas of Responsibility
  • Lead team responsible for support and development of key Managed Services Platforms (ScienceLogic, Ansible etc.)
  • Monitor and track adherence to outlined KPIs
  • Be a coach and mentor to team members and other coworkers
  • Lead project to transition existing clients from current monitoring platform to ScienceLogic
  • Lead onboarding of new clients to ScienceLogic
  • Lead tuning & optimizing strategy for key Managed Services platforms such as ScienceLogic
  • Manage team workload and ensure team effectively responds to alerts or escalations as required
  • Help identify repeatable tasks to automate and contribute to continuous improvement program
  • Help research, develop, and implement new methods to improve operations
  • Develop and maintain patch / vulnerability management schedules for identified key platforms
  • Contribute to/support internal audits (SOCII, PCI, ISO27001, NIST)


• 5+ years of experience of Managed Services experience with 1 year of automation experience 
• 2+ years of experience in leading product support and/or development teams
• 2+ years prior experience in the support of complex, Linux based enterprise software applications

Other Required Qualifications
• Knowledge of SQL and/or MariaDB. 
• Knowledge of common Linux administrative commands and writing scripts in one of the major shells
• Familiarity with snmpwalk, mibs and oids
• General knowledge of scripting and automation using Powershell/Bash/Python etc.
• Strong experience with monitoring and event management methodology 
• Experience with or certification in ITIL V3 or V4
• Good written and verbal skills
• Ability to take the Lead in escalated cases by coordinating internal effort related to ScienceLogic 
• Ability to multi-task and manage multiple priorities in a fast-paced environment
• Must be able to obtain and maintain Canadian Security Clearance. 

Preferred Qualifications
• Practical experience with PHP and/or Python is a plus
• 2+ years prior experience with any monitoring tool (ScienceLogic EM7/SL1 Preferred)
• Networking experience with firewalls, routers and general network fundamentals

Team Culture
We are a unified team of challenge takers, diverse thinkers and problem solvers. Our coworkers aspire every single day to be better than they were yesterday because we know success means never being satisfied. We believe winning requires balance - a combination of assigned work and freethinking, quick wins and quick breaks. When our coworkers enjoy what they do and who they're with, they do their best work. And that means everyone wins. 

Our Benefits
CDW offers a variety of benefits, perks and development programs that enable coworkers to perform at their best personally and professionally. We understand the importance of work/life harmony and strive to help our coworkers achieve it. Core benefits include:
• Health & Wellness
• Financial Security
• Learning & Development
• Work/Life Balance
• Coworker Perks
• Community Service

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 and workspaces of more than 250,000 companies; from fresh-faced startups to international conglomerates. With the breadth of products and services we offer, combined with the expertise of our specialists, there is no request too big or too small. Our coworkers across the globe are working together to bring technology to life for our customers. 

Awards and Recognitions
• Ranked #191 on the Fortune 500 list
• Ranked #24 on Computerworld’s 2019 Best Places to work in IT
• Ranked #10 on Fairygodboss’s list of the 2019 Best Companies for Women
Job Category: Corporate IT
Job Type: Full-Time