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Service Desk Managerat CDW Careers (UK)

Job ID: 
Information Technology
Post Date: 
30 May 2023
Peterborough, United Kingdom
Eligible For Remote Work: 
Contract Type: 
Permanent (Full-time)
Security Clearance Required: 



  • Management and leadership of all aligned Service Desk Team Leaders – 121s, PMPs, ad hoc support and guidance, coworker development
  • Undertake regular and routine strategic planning sessions with aligned Team Leaders and teams to understand requirements and capabilities to deliver contractual SLAs. Present requirements to management for review
  • Enablement of Team Leaders to undertake their role successfully and ensure their teams can deliver against customer SLAs
  • Ensure rota management and resourcing is fit for purpose
  • Drive all aligned Service Desk teams towards proactive incident, request and queue management on a 24/7 basis
  • Provide a senior level escalation point for aligned customers and internal management
  • Play an active role in the escalations and complaints process to ensure the Service Desk always provides a swift and highly effective resolution of issues across aligned Service Desk sub teams and wider teams when required
  • Identify service improvement areas across the Service Desk
  • Ensure SI initiatives are identified and logged with the SI team
  • Work collaboratively and responsively with the Service Improvement Team to drive continual service improvement across the Service Desk. Actively participate in SI initiatives and ensure aligned teams do the same
  • Contactable and diligent outside of core working hours for Team Leader support and guidance
  • Carry out ad hoc project work for Management
  • Be responsive to and assist SDMs with service improvement requirements (customer onsite facing meetings may be required from time to time)
  • Work consistently an collaboratively with counterpart Service Desk Managers to drive consistent quality across the Service Desk
  • Drive professionalism across the Service Desk at all times
  • Produce and deliver KPIs for aligned teams


  • Experience of Service Desk Management for 3-5 year preferably within an MSP
  • A strong understanding of IT Service Desk principals is key
  • Proven people management and leadership skills
  • A good understanding of all of CDW’s Service Operational departments, systems, processes and tools is desirable
  • A strong understanding of the ITIL lifecycle


  • Highly motivated self-starter with ability to work with all hierarchical levels
  • Passionate about what they do and making a difference
  • Exceptional problem solving skills with an ability to multitask and manage multiple work streams and problems simultaneously
  • Demonstrates a positive, proactive, results driven approach
  • An enthusiastic individual with a passion to lead, develop and contribute
  • Able to demonstrate adaptability in response to changing needs and priorities
  • Tolerant and dependable under pressure. Able to work to deadlines.
  • Has a professional ‘can do’ attitude and approach
  • A leader who can manage and inspire CDWs core values


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