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Service Desk Team Leaderat CDW Careers (UK)

Job ID: 
Post Date: 
02 Aug 2022
Peterborough, United Kingdom
Eligible For Remote Work: 
Contract Type: 
Security Clearance Required: 


Team Leader – Service Desk


Why: Our Purpose

All businesses now rely on technology to thrive, whether that’s an individual needing access to applications on a laptop to get creative, point to pay in the retail setting or protecting network security to make sure company data is protected. We support a range of technologies, which enable businesses and the individuals working in them to focus on what they do best.

As the single point of contact to our customers, we ensure all incidents are fully managed through to resolution.


How: Job Responsibilities

With an extensive range of customers and technologies to support, there is no such thing as a typical day. Each customer requires excellent customer service, and everyone has a responsibility to ensure any incident is resolved as quickly and efficiently as possible by:

  • Provide leadership, guidance and support to a team of service desk analysts
  • Develop and coach team members to improve performance, as well as achieving their career aspirations through 121s and coaching sessions
  • Identify and deliver training and development needs in line with company procedures
  • Develop, grow and maintain professional working relationships with all internal and external stakeholders and customer equivalents
  • Responsible for the upkeep and quality of the knowledge base for the team
  • Ensure customer escalations are handled in a timely manner including providing/implementing corrective actions
  • Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
  • Set high quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods
  • Quality Assurance of Incident Management by spot checking Incidents and providing Analysts with documented feedback
  • Ensure that there is continual service review and improvement of all processes  and procedures
  • Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
  • Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s
  • Identify and escalate any potential breach of service level or risk to CDW , where possible mitigating breach and managing to resolution
  • Provide relevant stakeholders within Services with ad hoc reports


What: Knowledge, Skills and Behaviours

We are committed to building diverse teams, as this enables us to provide the best service to our customers by ensuring we consider things from all perspectives. To be successful in this role you will have:

  • A real passion for people management and development in a large team
  • A passion to deliver excellent service with service level management and experience
  • 2+ years people management experience
  • Driven, motivational, professional leader, with a ‘can-do’ attitude at all times
  • Effective communication and interpersonal skills with internal and external stakeholders
  • Creative and innovative problem solving skills with an inquisitive nature
  • Analytical with attention to detail
  • Ability to work as a team to support and influence team members
  • A desire to take ownership and accountability to see your work through to resolution
  • Ability to work under pressure and to tight deadlines
  • A patient, tolerant and supportive team member



  • Awareness of ITIL methodologies and best practice
  • Knowledge of the working practices of the area responsible for
  • Good working knowledge of Microsoft Word, Excel and Outlook
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