Technical Team Leader

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

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.

What you will do

• 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 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.