Service Desk Team Leader

at  CDW

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.
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 support and a point of escalation to a team of service desk analysts and assist the Team Leader in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all CDW customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.

QUALIFICATIONS, SKILLS & EXPERIENCE

• Awareness of ITIL methodologies and best practice
• Knowledge of the working practices of the area responsible for
• Good working knowledge of Microsoft Word, Excel and Outlook
• Previous supervisory experience desired

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.

• Provide support and a point of escalation to a team of service desk analysts and assist the Team Leader in their day-to-day responsibilities
• Support with the delivery of adhoc training
• Contribute to the timely resolution of customer complaints and escalations suggesting corrective actions to be discussed and agreed upon with the Team Leader and/or Desk Manager
• Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
• Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
• Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI’s
• Identify and escalate any potential breach of service level or risk to CDW, where possible mitigating breach and managing to resolution
• Provide relevant stakeholders within Services with ad hoc reports
  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.