ICAN Team Lead

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.

Job Summary

The ICAN Team Lead provides day-to-day guidance and support to a team of ICAN specialists responsible for executing program activities within theQuote-to-Cash (QTC)value stream. This role acts as a subject matter expert, assists with escalations, and ensures adherence to processes and service standards. The Team Lead partners with supervisors and managers to drive performance, quality, and continuous improvement.

What you'll do

• Serve as a point of contact for escalated ICAN issues and provide resolution guidance.
• Support daily operations by monitoring queues, workloads, and adherence to SLAs.
• Provide coaching and feedback to team members to improve performance and customer experience.
• Assist in onboarding and training new team members on ICAN processes, systems, and best practices.
• Serve as a subject matter expert for internal tools utilized by the team to support work assignment completion, oversee these tools to ensure sustained productivity, communicate any service level concerns, and effectively troubleshoot system failures or outages.
• Ensure accurate and timely documentation of standard operating procedures and support processes related to Service Central, Sale Force, internal and external 3rd Party systems.
• Identify process gaps and recommend improvements to enhance efficiency and quality.
• Collaborate with supervisors and managers on performance metrics and reporting.
• Maintain compliance with internal policies and external regulations related to customer data and financial transactions.
• Participate in cross-functional and vendor specific collaboration meetings

What we expect of you

• Bachelor's Degree and 4 years of experienceincustomer service, ICAN program operations, or related functions(including acting as a lead or mentor, handling escalations, and supporting process improvements)OR
• 7 years of experience without a degreein the areas above, including leadership responsibilities.
• Strong knowledge ofQTC processesand ICAN program operations.
• Experience withSalesforce CRM,Service Central, and related tools.
• Ability to coach and mentor team members, fostering a culture of accountability and customer focus.
• Excellent communication and problem-solving skills, with the ability to manage escalations effectively.
• Strong organizational skills and attention to detail in a fast-paced environment.

Pay range: $24.52/hour-$33.75 depending on experience and skill set

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

Salary ranges may be subject to geographic differentials

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.