Managing Consultant-Microsoft - Managed Services

About the position

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 primary purpose for this position is to lead and technically advise IT support teams for CDW Technology Support (CTS) customers, which may include support for, but not limited to: Windows operating systems and associated software/services; virtualized systems, database systems, and Microsoft Cloud platforms. The position requires innovative and ingenious contributions to new solution/product design and implementation based on an understanding of applicable technology and how it can be applied to solution/product design, considerations of system-wide impact, hardware-software tradeoffs, and business issues for CTS clients. The position requires leadership skills and to be a thought leader for CDW. They apply their consulting experiences to drive successfully customer solutions and build their success through mentoring other Engineers, both through the customer and CDW. This position will provide oversight and project guidance and will also take a lead technical role in reviewing and modifying CTS.

Responsibilities

• Serve as the primary point of contact and trusted advisory for assigned customers, understanding their business needs and technical requirements around CDW and Microsoft.
• Build and maintain strong customer relationships to ensure high levels of satisfaction and loyalty.
• Conduct regular account reviews, health checks, and strategic planning sessions with clients.
• Identify potential risk/opportunities and develop action plans to address them.
• Oversee the resolution of critical incidents and service requests, ensuring timely and effective responses.
• Coordinate with internal engineering teams and vendor support to resolve issues promptly.
• Educate customers on best practices, new features, and updates related to CDW and vendor product/services.
• Develop and deliver training sessions to enhance client proficiency and self-sufficiency.
• Maintain accurate notes of client interactions, technical issues, and resolutions within applicable systems.
• Prepare and deliver reports on account status, performance metrics, and improvement opportunities.
• Work closely with cross-functional teams, including sales, support, R D, and management to align customer needs with company offerings and drive continuous improvement.
• Provide technical consultation, assist in discovery, and identify and communicate potential opportunities for up-sell and/or cross-sell.
• Provide technical leadership to a team of engineering professionals in multiple locations worldwide.
• Assist in resolving customer incidents and interface with customers directly.
• Work with the account management teams to participate on conference calls and perform tasks in support of the client relationship.
• Offer technical sales support by assisting with pre-sales calls to provide input to potential customer inquiries.
• Serve as a key escalation point for engineers as they seek increased focus for issue resolution.
• Act as a subject matter expert, providing leadership and advice on technical matters to customers, the CTS Team, and other teams.
• Research and answer service or technical inquiries from Engineers, Client Success Managers, Account Teams and leadership.
• Provide strategic and tactical solutions to technical, platform, or service-based issues confronted by the CTS team.
• Maintain client relationships, serving as a communication focal point between CDW and CTS clients.
• Lead design workshops for complex designs, mentor other engineers, and research current and emerging technologies.
• Develop and maintain customer presentations, demo instructions, training documentation, and templates.
• Assist in assessing effort required for services engagements and provide technical input for Scopes/Statement of Work generation.
• Design and oversee upgrades to client infrastructure solutions, provide technical support services to CTS clients, and follow change control, incident response, and testing processes.
• Understand and deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog.
• Articulate problems and solutions to clients, provide 24 X 7 support to critical systems as part of an on-call rotation, and support engineering peers for complex technical issues.
• Lead client projects to improve/upgrade technology infrastructures, review and execute test plans, and design and implement solutions using the latest technology.
• Conduct expert throughput analysis, problem solving, root cause analysis, and infrastructure planning.
• Complete projects/tasks on a timely basis, perform scopes of work as detailed in implementation plans, and understand SLAs in a production environment, and internal SLOs.
• Test, evaluate, and develop new products, offerings, and solutions, conduct training of customers and company employees, and review assigned service requests daily.
• Address and update customer incident tickets and change orders, act as the technical lead for specific technologies, and advise across the full stack of Managed Services solutions.
• Ability to follow through with tasks, projects, and troubleshooting in a timely manner.
• Provide detailed and effective communication to internal teams and external customers.
• Clearly and concisely articulate problems and solutions for issues to customer through various forms of communication.
• Respond to all customers professionally and courteously and relay any customer questions or concerns to management.

Requirements

• Bachelor's degree and 7 years of IT engineering experience, including 5 years of Microsoft Support Services, Professional Services, or Managed Services experience.
• 11 total years of IT engineering experience, with at least 5 years in large-scale, Microsoft hybrid environments focusing on Identity, Security, and Data Management.
• Currently holds certifications at high levels in Microsoft areas of technical expertise.
• Demonstrated ability to apply technical background and knowledge to business direction and provide real business-based customer outcomes.
• Demonstrated ability to develop project plans and schedules to complete complex projects or new solution/product development.
• Ability to establish customer trust and confidence in the CDW Managed Services knowledge of and concern for customers' business needs.
• History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlines.
• Ability to perform advanced root cause analysis and drive solutions that deliver long term improvements.
• Strong organizational, analytical, problem-solving, and communication skills, with a focus on customer service and professionalism.
• Ability to consistently follow policies and procedures, prioritize work, handle multiple tasks simultaneously in a fast-paced, diverse, and growth-oriented environment.
• Excellent verbal and written communication skills, with the ability to effectively interact with all coworkers, stakeholders, and all levels of leadership.
• Demonstrates ability to work independently and as a team, providing guidance, mentorship, and support to peers.
• Good time management skills, ability to meet rigid and urgent assignment schedules, and ability to travel as needed.
• Demonstrates ability to develop strong customer relationships, achieve high levels of customer satisfaction, and actively promotes an understanding and commitment to the mission of CDW.

Benefits

• Pay range: $109,000 - $187,280 depending on experience and skill set.
• Annual bonus target of 10% subject to terms and conditions of plan.