Senior Technical Team Lead, Service Desk

CDW; Peterborough; On-site; GBP 60,000 - 80,000; Full time

Job summary

CDW is seeking a Technical Team Leader to provide senior technical oversight on the Service Desk, guiding a team of Level 1 Engineers and Analysts through complex incidents and continual improvement to protect service performance and customer experience.

You will act as the primary escalation point, lead root‑cause analysis, coach staff, and drive knowledge sharing across resolver teams, while ensuring adherence to SLAs and quality standards in a fast‑paced environment.

Qualifications

• 2–3 years in a similar management role.
• Experience in an SLA‑driven support environment.
• Strong ITIL knowledge and incident management experience.
• Ability to lead teams and coach engineers.

Responsibilities

• Act as primary technical escalation for complex incidents.
• Lead diagnosis and coordinate resolution with teams.
• Identify patterns requiring problem management and service improvement.
• Provide day‑to‑day coaching to Level 1 engineers and analysts.
• Support onboarding and upskilling of new team members.
• Create and maintain knowledge articles and runbooks.
• Ensure service levels are met and monitor escalated tickets.
• Translate technical issues into business impact language.

Skills

Leadership

Incident management

Customer service

Problem solving

Communication

Education

ITIL Certification

Tools

Active Directory

Microsoft 365

Intune

SCCM

Networking basics

Job description

CDW is seeking a Technical Team Leader to provide senior technical oversight on the Service Desk, guiding a team of Level 1 Engineers and Analysts through complex incidents and continual improvement to protect service performance and customer experience.

You will act as the primary escalation point, lead root‑cause analysis, coach staff, and drive knowledge sharing across resolver teams, while ensuring adherence to SLAs and quality standards in a fast‑paced environment.