At a Glance
- Tasks: Lead a team of engineers to resolve complex incidents and improve service performance.
- Company: Join CDW, a Fortune 500 tech solutions provider with a collaborative culture.
- Benefits: Enjoy competitive pay, growth opportunities, and a supportive work environment.
- Other info: Embrace AI tools and foster a culture of continuous learning.
- Why this job: Make a real impact by leading technical teams and driving innovation.
- Qualifications: 2-3 years in management, strong IT knowledge, and excellent leadership skills.
The predicted salary is between 41400 - 50600 £ per year.
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.
Technical Team Leader in Peterborough employer: CDW
At CDW, we foster a collaborative and inclusive work culture where every coworker is valued and empowered to contribute. Located in the heart of London, our hybrid working model allows for flexibility while ensuring that you are part of a dynamic team dedicated to innovation and excellence in technology solutions. With ample opportunities for professional growth and a commitment to embracing AI and new technologies, CDW is an exceptional employer for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Team Leader in Peterborough
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what CDW values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges CDW might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at CDW!
✨Direct Apply to CDW
Let's not forget to apply directly through the CDW website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Technical Team Leader in Peterborough
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at CDW.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at CDW. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at CDW
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
