Technical Team Leader

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW. The Technical Team Leader provides senior technical oversight on the Service Desk, leading a team of Level 1 Engineers in resolving complex Incidents, developing Analyst capability, assuring diagnostic quality, and driving continual improvement to protect service performance and customer experience.

Act as the primary technical escalation point for complex, high‑impact, or recurring Incidents, ensuring Incidents are resolved using approved standards, tools, and methods Lead technical diagnosis to identify root cause, not just symptom resolution and coordinate resolution activity across internal teams and third‑party resolver groups. Identify patterns and trends that require problem management or service improvement. Provide day‑to‑day technical coaching to Level 1 Engineers and Service Desk Analysts, supporting them in developing structured troubleshooting and diagnostic skills Support onboarding and technical upskilling of new or developing team members 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