Team Leader, Onsite Engineering

7 months ago

Cape Town, South Africa CDW Full time

**Description**

**ABOUT CDW**
CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

CDW prides itself on being ‘People Who Get IT’ and ‘People who get People’. Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

**JOB SUMMARY**
The Regional Team Leader for onsite engineering is responsible for the day-to-day management of all onsite Engineers within a geographical region, providing leadership, guidance, and support. Ensuring company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service.

**KEY RESPONSIBILITIES**
- Co-ordinate the provision of onsite desktop support engineering teams across a designated area
- Undertake the scheduling management of the onsite/campus remote teams utilising systems to include internal CDW scheduling tools
- Scheduling onsite desktop support engineers to ensure sufficient resources are always available, including cover for planned and emergency absence
- Liaise with internal and external stakeholders to advise on resource availability to fulfil in and out of scope tasks, including projects, and where required arranging partner support.
- Act as an escalation point, providing support and input to ensure a timely resolution
- Work closely with internal stakeholders to ensure knowledge is sufficient to deliver the required service
- Ensure all team members understand theirs and CDW’s expectations and the deliverables of their roles.
- Develop, grow, and maintain professional working relationships with all internal and external stakeholders
- Ensure process, procedural and contractual agreements are being followed correctly by the team and provide constructive feedback for continuous improvement
- The above is not an exhaustive list of duties and you will be expected to perform different _
- tasks as necessitated by your changing role within the organisation and the overall business _
- objectives of the organisation._

**QUALIFICATIONS, SKILLS AND EXPERIENCE**
- Experience of managing team(s) in an IT external Delivery Framework with the ability to lead and direct others
- Experience installing, troubleshooting, and fixing a variety of hardware devices including but not limited to end user computing, PCs, laptops, tablets, printer, point of sale & peripherals
- Excellent Microsoft Office skills e.g., Word, Excel, PowerPoint
- Excellent verbal and written communication skills
- Hold a full UK Driving Licence and be a confident driver
- Required to hold/obtain UK security clearances such as SC and NPPV3 as required to attend CDWs customer base
- Awareness of ITIL methodologies and best practice
- High level of proficiency using IT systems preferably workforce management systems

**ESSENTIAL ATTRIBUTES**
- Quality focused with excellent attention to detail
- Capable of working independently and remotely on a wide range of products
- Methodical & analytically minded
- Results-oriented with a track record of success for achieving and exceeding goals
- Strong organizational skills with the ability to plan and prioritize one’s own workload, the workload of others, act on own initiative and effectively manage a multi-faceted workload.
- Team focused - a genuine passion for leading individuals to deliver excellence through continuous development and improvement.
- Committed to own personal development; Actively, seeking opportunities to grow and develop skill sets in accordance with own personal ambitions and organisational need.
- Desire to increase knowledge on the commercial aspects of Service Management

**CUSTOMER FOCUS AND WAYS OF WORKING**
- Each co-worker is accountable for their actions and is required to exercise good judgment in everything they do. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), the Information Management System (IMS), and all other policies and procedures relevant to your role.
- Each coworker has a responsibility to ask questions when they are

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