Team Leader, Service Operations

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.

Role Purpose

The Team Lead is responsible for providing leadership, guidance and support to the Warranty and Quoting Team, ensuring the accurate and timely management of warranty claims, care pack registrations, customer quotations and invoicing for chargeable repairs.

This role acts as both a leader and escalation point, providing guidance, coaching, and support to the team while maintaining strong relationships with internal departments, suppliers and customers. A key part of the role is working closely with vendors to ensure compliance with their warranty service level agreements (SLAs), escalating issues where necessary, and ensuring processes are followed.

The Team Lead also has responsibility for ensuring customer quotes are processed quickly and accurately, while actively monitoring tasks and queues within the service management system to drive timely progress and resolution preventing delays and delivering a consistently high standard of service.

In addition, the role is responsible for producing accurate reports for both clients and internal senior management, providing insight into service performance, compliance, and opportunities for improvement.

By balancing hands on involvement with leadership, the Team Leader ensures the team consistently delivers high quality service, compliance with vendor and customer requirements, and meaningful reporting, playing an integral role in supporting CDW’s hardware break-fix and warranty customers.

What Success Looks Like

• Create and maintain a well skilled, knowledgeful team capable of all tasks within the area ensuring there are no single points of failure.
• Through performance management and working with the Practice Lead on processes, improve the time to quote turnaround.
• Ensure that vendor SLAs are met for Warranty claims.

Role Responsibilities

• Provide day to day leadership, coaching, and support to the team, identifying and delivering training and development needs.
• Develop, grow, and maintain professional working relationships with all internal stakeholders, external customers and vendors to ensure effective collaboration and service delivery.
• Oversee the accuracy, timeliness, and quality of warranty claims, Care Pack registrations, quotations and invoicing.
• Ensure all customer quotes are processed quickly and accurately, and actively monitor system calls and queues to drive progress and prevent delays.
• Act as the primary escalation point for customer or vendor issues.
• Work with vendors to ensure compliance with their warranty SLAs and escalate when performance risks are identified.
• Produce and deliver accurate client reports and internal performance reports for senior management, providing insight into service quality, compliance, and improvement opportunities.
• Take ownership of the team’s knowledge base and ensuring it is maintained, accurate, and accessible.
• Set and monitor high-quality standards for the team, conducting regular quality assurance (QA) checks and providing documented feedback to team members.
• Support projects and process improvement initiatives by providing subject matter expertise, testing, and feedback.

Knowledge, Skills and Experience

• Awareness of ITIL methodologies and best practice
• Knowledge of the working practices of Service Operations is desirable.
• Understanding of IT hardware, supply chain, warranty processes and break fix services, in addition to knowledge of quoting and invoicing.
• Proven ability to lead, coach and motivate a team, with experience in people management.
• Good working knowledge of Microsoft Office applications.
• Strong organisational skills with the ability to prioritise workloads, manage system queues, and ensure timely case progression.
• Effective communication and interpersonal skills with internal and external stakeholders with the ability to confidently deliver presentations.

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

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.