Create, maintain, and improve technical knowledge articles and runbooks, ensuring known fixes and workarounds are documented and reusable
Promote consistent diagnostic approaches across the Service Desk
Support QA reviews by addressing technical knowledge or resolution gaps
Lead the Technical Engineers in meeting contractual and operational SLAs, monitoring escalated tickets for progress, quality, and timeliness and intervene proactively where technical risk to service performance is identified
Translate technical issues into understandable business‑impact language
Build trusted working relationships with resolver teams and service owners
Identify opportunities to improve tools, processes, and automation and input into service improvement plans and problem‑reduction initiatives
Promote a culture of accountability, learning, and technical excellence
What we expect of you
2-3 years of experience in a similar management role
Experience in a similar SLA-driven support role
Strong working knowledge of end‑user IT environments, typically including Windows OS, Active Directory, Group Policy, Microsoft 365, Networking fundamentals (DNS, DHCP, VPN, TCP/IP), Endpoint management tools (e.g. Intune, SCCM or equivalents)
Understanding of common enterprise applications and authentication methods
Awareness of cyber security principles, including access controls and incident handling
Solid understanding of ITIL practices
Capability to lead technical resolution during high‑pressure or major incidents.
Proven Customer service Skills
Strong leadership, mentoring, and coaching skills
Strong analytical and problem-solving skills with a structured approach
Ability to work under pressure and meet deadlines
CDW is committed to being an AI-fluent organization As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don’t need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.
Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
About Us
CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.
As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.
Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
