Ican (Internal Customer Assistance Network) Team Lead 9 AM - 6 PM

Description

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges.

The ICAN (Internal Customer Assistance Network) Team Lead acts as an escalation contact for the ICAN team. In this role, the Team Lead helps ICAN Specialists with any situations or issues that are beyond their scope of experience or knowledge in addition to their specialty areas. This includes manager calls and escalated issues.

Key Areas of Responsibility

• Assist management in team training and development; facilitate new coworker on-boarding and training.

• Encourage and motivate team members, reinforce team goals, and identify areas for training or skill checks.

• Address and research escalated issues raised by internal and external partners, to make decisions and recommendations in ICAN; serve as resource supporting inquiries and call escalations.

• Clarify procedures, field general questions, help with troubleshooting requests, and review ICAN support group work for quality and guideline compliance.

• Direct and communicate with coworkers to ensure that requests and calls are addressed quickly, efficiently, and knowledgeably.

• Assess transactional processes and procedures; suggest methods to improve area operations, efficiency, and service; and execute and develop departmental strategies to foster productivity and service excellence.

• Compile detailed reports on team productivity, mission-critical objectives, and vendor-specific information.

• Act as key ICAN vendor contact regarding transactional matters involving vendor tools, processes, and proprietary access management.

• Act as a subject matter expert regarding internal tools used by team to facilitate completion of work assignments, monitor these tools to maintain productivity, communicate service level issues, and troubleshoot and resolve system failures/outages.

Minimum Qualifications

• High School Diploma or GED.
• 2 years of Customer Service experience in a Corporate environment.

Other Required Qualifications

• Proven ability to research and address customer issues, solve problems, and resolve conflicts-quickly and efficiently-in a fast-paced environment.

• Intermediate-to-advanced computer skills, including Microsoft Office proficiency.

• Demonstrated ability to communicate effectively and constructively with management and peers, as well as to create an approachable, friendly environment with coworkers.

• High school diploma or GED; bachelor's degree preferred.

• Excellent typing and data entry skills.

• Flexibility to work different shifts as needed (7 to 4, 8 to 5, 9 to 6, or 10 to 7).

Preferred Qualifications

• Bachelor's Degree.

• Extensive knowledge of ICAN department.

• Leadership-related experience and training and development background.

Who we are:

CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

What you can expect from us: Culture, coworkers, careers.

CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled 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.

Equal Opportunity Employer, including disability and protected veteran status

Benefits overview: https://cdw.benefit-info.com/