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Solutions Center Supervisor

Tempe, AZ, US

Requisition Number: 75314 

The Solution Center Supervisor leads the team responsible for coordinating and developing Statements of Work, Change Requests, and Vendor SOWs for the NA Solution Areas.  The leader will manage the day to day operations, prioritize workloads and interact with Solution Area teammates at all levels to ensure the timely delivery of accurate client facing documents.   The Solution Center Supervisor is a working role and will complete workflows as necessary to ensure team is within SLA.

 

The Solution Center produces a high volume of technical documents under aggressive timelines.  It is a fast-paced environment that requires an individual who:  has strong managerial skills, remains calm under pressure, demonstrates high Emotional Intelligence, exhibits attention to detail and has ability to multi-task with excellent communication skills.  This is a front-line supervisor position.

 

What you’ll do:

  • Supervise the team
    • Monitor workloads, deliverable timelines and support team with escalations
    • Provide one on one coaching and mentoring to further develop teammates
    • Address and resolve interpersonal issues within the team
    • Determine Market assignments to effectively distribute workload
    • Establish and manage the team’s schedule to ensure appropriate coverage and support are provided to meet Service Level Objectives
    • Train and support new hires to expedite on boarding and ramp up
    • Support team by providing guidance and training to teammates, answering questions,etc. 
  • Work in conjunction with Director and leadership team to improve processes
    • Work with leadership team to develop and enhance processes associated with Services SOWs, CRs and VSOWs
    • Applying critical thinking to create a repeatable and exception processes
    • Communicate new and enhanced processes to affected teammates
    • Lead team meetings to communicate process changes and obtain feedback for future enhancements
    • Develop processes for supporting new solution areas and acquired companies
  • Work Cross Functionally
    • Interface with cross functional departments including Legal, Finance, Operations and Solution Areas to ensure solutions are accurate and appropriate language is used to protect Company
    • Develop custom SOW language when necessary and acquire required approvals
    • Demonstrate problem solving skills to quickly address issues as they arise
  • Template Maintenance and Performance Reporting
    • Work with Content Manager to update SOW template language as needed, ensuring clear instructions for Solution Center team
    • Develop team performance metrics and the tools and processes required to report on them monthly
    • Collaborate with Business Analyst to provide Dashboard reporting for Sales and Services leadership
  • Perform duties of Contract Specialist roles as necessary to manage overflow work
  • Performs all other duties as assigned as well as special projects

 

What we need:

  • Bachelor's degree (B. A.) from four-year college or university or equivalent combination of education and experience.
  • 3+ years related experience
  • Strong leadership skills with ability to support team, provide guidance and mentor
  • Provides overall direction, coordination, and evaluation of for Solution Center including  interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
  • Prior contract administration, proposal/RFP development, and/or technical marketing/writing experience
  • Ability to read, analyze, and interpret complex technical and legal context for Statements of Work, Master Service Agreements, and Insight policies
  • Ability to write proposed legal contract language, business correspondence, processes, and procedures in a clear, concise manner
  • Excellent written and oral communication skills, including the ability to present to groups with ability to effectively present complex information and respond to questions from managers, customers, and teammates
  • Excellent interpersonal and relationship-building skills with customers and internal functions; ability to effectively communicate with clients, peers and management
  • High Emotional Intelligence with ability to have difficult conversations while maintaining relationship
  • Critical thinking and strong problem-solving skills with sense of urgency to resolve issues
  • Project Management experience a plus
  • Familiarity with Information Technology (IT) hardware, software and/or services.
  • Proficient computer skills (experience in MS Outlook, Word, PowerPoint, Excel)
  • Ability to make effective and/or persuasive presentations on complex topics to groups of managers
  • Responsive, customer-focused attitude; self-motivated with excellent organization and planning skills

 

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 6,800 employees help clients innovate and optimize their operations to run smarter. Discover more at insight.com.

 

  • Founded in 1988 in Tempe, Arizona
  • 7,400+ teammates in 19 countries providing Intelligent Technology Solutions for organizations across the globe
  • $7.1 billion in revenue in 2018
  • Ranked #417 on the 2018 Fortune 500, #12 on the 2018 CRN Solution Provider 500
  • 2018 Dell EMC Server Partner of the Year, 2018 Intel Retail Solution Partner of the Year, 2018 Microsoft Worldwide Artificial Intelligence Partner of the Year
  • Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology and #5 on the Phoenix Business Journal 2018 list of Best Places to Work (Extra Large Business)
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

 

 

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com.

 

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

 

 

Posting Notes: Tempe || Arizona (US-AZ) || United States (US) || OPS || None || US - Tempe, AZ ||

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Nearest Major Market: Phoenix

Job Segment: Manager, Developer, Supply, Cloud, Business Analyst, Management, Technology, Operations

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