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Service Desk Team Leaderat CDW Careers (UK)

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


Bring your career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your job and future. With revenues of over £1 billion, CDW UK is a leading supplier of IT solutions and services to a broad range of commercial and public sector customers globally.

What you’ll do

  • Provide leadership, guidance and support to a team of service desk analysts
  • Develop and coach team members to improve performance and delivery of service
  • Manage organisational change within team and department, including changes to procedures with regular communications in a timely manner
  • Regular assessment of individual team member’s performance and act to address conduct/capability issues
  • Provide support and delivery teams with relevant information regarding service performance
  • 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
  • Responsible for process, procedural and contractual responsibilities

What you need to succeed

  • Awareness of ITIL methodologies and best practices
  • Knowledge of the working practices of the area responsible for
  • Good working knowledge of Microsoft Word, Excel and Outlook
  • Previous experience of managing a large team
  • Practical experience of an external Managed Services provider
  • Excellent interpersonal and stakeholder management skills.

Nice to have:

  • Team focused – a genuine passion for managing and leading individuals to deliver excellence through continuous development and improvement
  • Driven, motivational, professional leader, with a ‘can-do’ attitude at all times
  • Outstanding communicator that can remain objective and emphatic whilst being able to deliver the message required
  • Excellent proven organisational and customer service skills
  • Ability to take ownership of problems and progress to resolution
  • Strong time management, attention to detail and prioritising skills

Who we are

CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from startups 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.


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