Create and maintain training documentation for Service Management and Service Desk processes to provide consistency across IT
Work with the Service Desk management team to create and maintain operational procedures and guidelines
Work with internal support teams, customers and third-party suppliers to ensure that Service Desk staff have the appropriate technical training to support end users of the services
Provision of training and development plans for the IT Service Desk
Ensure 1st/2nd line support is in a constant cycle of improvement through internal training; ensuring support documentation is updated
Evaluate the effectiveness of training and adapt training plans as required
What we expect of you
Experience in training or enablement environments
Analytical and methodical
Hands-on experience with the ServiceNow toolsets
ITIL experience
Highly organised and detail-oriented
Ability to communicate at all levels
Proactive and self-motivated
Exposure to customer-facing or client service environments
Must be able to gain BPSS and SC clearance
Training delivery and presentation
Documentation and instructional design
Ability to manage multiple training initiatives simultaneously
Time and resource management
Analytical and methodical thinking
Stakeholder engagement and influence
CDW is committed to being an AI-fluent organization We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.
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.
