Team Leader, Network & Securityat CDW Careers (UK)

Description

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

About CDW

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the Globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers, with headquarters across the United States, United Kingdom and Canada.

CDW prides itself on “making amazing happen”. Our relationships are fueled by our deep expertise and are grounded in the CDW Way.  Our empowering leadership makes things happen and inspires their teams to do the same.  From the teammates beside us to the leaders who guide us, we move forward together.

Job Summary

Provide leadership, guidance and line management to a team of technical engineers

Key responsibilities

• Provide support to delivery teams with relevant information regarding service performance via meetings, telephone conferences, email or reports

• Identify and manage training or development needs in line with company procedures

• Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets

• 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 NOC always provides a swift and highly effective resolution

• Provide a point of technical escalation and expertise.

• Manage organisational change within the team, including changes to procedures with regular comms in a timely manner

• Develop, grow and maintain professional working relationships with all internal stakeholders and customer equivalents

• Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service

• Escalate potential service issues and work with vendors when required

• Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork

• Proactively maintain, develop knowledge, skills and experience through client contact, industry sources, formalised training and development plans.

• Provide ongoing support to Business Development Managers, Service Design, Product Design and Transition to drive new business and service capabilities

• Assist with the design and creation of new Support Services and the review of existing services.

• Assist and help CWS/Management with any HR related issues

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Qualifications, Skills & Experience

• Experience in a similar SLA-driven support role.

• Experience in a similar management role

• Proven Customer service Skills.

• Awareness of ITIL methodologies and best practice

• Security Clearance (SC) advantageous or the ability to go through the process

• Knowledge or good understanding of at least one of the following vendors:

Cisco, Fortinet, Checkpoint, Palo Alto, HPE Aruba

• Desirable knowledge in the following areas:

Netscaler / F5 Load balancers

Cisco Nexus

HP Switching

Cisco Wireless (Troubleshooting AireOS and Catalyst controller-based deployments)

Cisco DNA / SDWAN troubleshooting

Azure and AWS experience

Essential Attributes

• Good communication skills, verbal and written.

• Punctual and reliable

• Positive, enthusiastic and supportive individual

• Ability to take ownership of and progress incidents to resolution or to identify when escalation is necessary

• Ability to work under pressure

• Ability to work in a team and to support team members

• Communication and interpersonal skills include listening, building rapport, and establishing empathy whilst demonstrating awareness of internal and external issues calmly and politely.

More about CDW and your career with us:

At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn and forge strong relationships with. Bring your best true self — and your best ideas — to CDW.  Because diverse perspectives bring forth better problem solving — and better solutions for our customers in a rapidly evolving technology landscape.

CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010. 

We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results.

Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it?

What we offer:

Life Assurance

Competitive Contributory Pension

Private Medical Insurance

Enhanced Maternity Pay

25 days holiday + bank holidays

Option to buy additional holiday

Dental Insurance

Season Ticket Loan + additional perks

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 

What you can expect from us: Culture, coworkers, careers. 
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.