Onsite Engineering Team Leader

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.

Job Summary

To deliver advanced technical support and infrastructure management at client locations. This role is responsible for handling complex incidents, mentoring junior team members, maintaining enterprise systems, and assisting with the design and implementation of IT solutions.

You will act as a senior escalation point for technical issues and play a key role in ensuring systems stability, performance, and security across the environment.

What you will do

• Lead, supervise, and support a team of onsite IT engineers (Level 1–3) across multiple sites.
• Conduct regular team meetings, performance reviews, and one-on-ones to ensure high team morale and performance.
• Provide mentorship for team members; identify training and development needs.
• 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.

What we expect of you

• 1–2+ years in a supervisory or team leadership capacity
• Experience managing workflows, schedules, and performance for administrative or support teams
• Strong organizational, planning, and time management skills
• Excellent communication and interpersonal skills
• Staff supervision and delegation experience
• Competence in Microsoft Office Suite (Word, Excel, Outlook, Teams)
• Experience using office systems such as SharePoint, CRM platforms, or scheduling software
• Ability to create reports, manage schedules, and track team performance
• Conflict resolution and employee relations knowledge
• Basic budget handling or expense tracking (depending on the role)
• Leadership and motivational skills
• Attention to detail and accuracy
• Ability to multitask and prioritize under pressure
• Professionalism and discretion (especially when handling sensitive information)
• Adaptability to different teams, tasks, or systems

What success looks like

Success in the role of a Reginal Support Team Leader within Onsite Engineering is defined by the ability to foster a productive and positive working environment while consistently delivering results. It involves not only meeting deadlines and achieving set targets but also ensuring that team members are effectively supported and resources are allocated appropriately to enable their success. A successful Team Leader manages both the overall objectives and the specific details of team performance, providing clear direction, feedback, and opportunities for improvement. This role requires building strong relationships with both internal stakeholders and clients, upholding high standards of service, and proactively addressing any challenges that arise. Ultimately, success is measured by the team's ability to exceed service expectations, adapt to change, and contribute to the organisation's ongoing objectives.

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.      

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.