Senior Technical Team Lead, Service Desk

CO2007 CDW Limited; Peterborough; On-site; GBP 45,000 - 60,000; Full time

Job summary

CDW is seeking a Technical Team Leader to provide senior technical oversight on the Service Desk, leading a team of Level 1 Engineers in resolving incidents, developing Analyst capability, assuring diagnostic quality, and driving continual improvement to protect service performance and customer experience.

You will mentor, onboard, create knowledge articles, promote standardized diagnostics, and ensure SLAs are met while collaborating with resolver teams.

Qualifications

• 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 including Windows OS, AD, Group Policy, M365, Networking fundamentals, Endpoint management tools.
• Understanding of common enterprise applications and authentication methods.
• Awareness of cyber security principles and incident handling.
• Solid understanding of ITIL practices.
• Capability to lead technical resolution during high-pressure incidents.

Responsibilities

• Act as the primary technical escalation point for complex, high-impact, or recurring Incidents.
• Lead technical diagnosis to identify root cause and coordinate resolution across internal teams and third-party groups.
• Identify patterns and trends requiring problem management or service improvement.
• Provide day-to-day technical coaching to Level 1 Engineers and Service Desk Analysts.
• Support onboarding and technical upskilling of new team members.
• Create and maintain technical knowledge articles and runbooks.
• Promote consistent diagnostic approaches and address knowledge gaps.
• Lead Engineers in meeting SLAs, monitor escalated tickets and intervene when needed.
• Translate technical issues into business impact language.
• Build trusted relationships with resolver teams and service owners.
• Identify opportunities to improve tools, processes, and automation.

Skills

Windows OS

Active Directory

Group Policy

Microsoft 365

Networking fundamentals

Intune

SCCM

ITIL

Leadership

Coaching

Customer service

Tools

Intune

SCCM

Job description

CDW is seeking a Technical Team Leader to provide senior technical oversight on the Service Desk, leading a team of Level 1 Engineers in resolving incidents, developing Analyst capability, assuring diagnostic quality, and driving continual improvement to protect service performance and customer experience.

You will mentor, onboard, create knowledge articles, promote standardized diagnostics, and ensure SLAs are met while collaborating with resolver teams.