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 This is a fully onsite role, 5 days a week. The Service Enablement Coordinator is responsible for ensuring that all Service Desk coworkers are trained to the same level in terms of undertaking activities within the processes, tools and systems. It plays a key role in enabling coworkers to meet performance expectations, deliver quality support, and evolve in their roles through structured learning plans and collaboration with internal and external stakeholders. The role will also work closely with the Learning and Development team to assist in the delivery of non-Service Desk specific training. What success looks like Consistent training created and delivered across all Service Desk coworkers in accordance with the training plans Positive feedback on enablement sessions Up-to-date and accurate documentation and training materials made available Measurable reduction in common errors through knowledge reinforcement What you will do Provide training and coaching to Service Desk coworkers on providing excellent customer service Provide training on ITIL processes Provide full systems training to all Service Desk staff and users of the Service Management tools, to include ServiceNow, telephony, rostering, etc. Work with the L&D Training team to help to deliver soft skills training Ensure that all Service Desk staff are trained to the same high standards Create and maintain training documentation for Service Management and Service Desk processes to provide consistency across IT Work with the Service Desk management team to create and maintain operational procedures and guidelines Work with internal support teams, customers and third-party suppliers to ensure that Service Desk staff have the appropriate technical training to support end users of the services Provision of training and development plans for the IT Service Desk Ensure 1st/2nd line support is in a constant cycle of improvement through internal training; ensuring support documentation is updated Evaluate the effectiveness of training and adapt training plans as required What we expect of you Required Experience: Experience in training or enablement environments Analytical and methodical Hands-on experience with the ServiceNow toolsets ITIL experience Desirable Experience: Highly organised and detail-oriented Ability to communicate at all levels Proactive and self-motivated Exposure to customer-facing or client service environments Required Qualifications: Must be able to gain BPSS and SC clearance Required Skills: Training delivery and presentation Documentation and instructional design Ability to manage multiple training initiatives simultaneously Time and resource management Analytical and methodical thinking Stakeholder engagement and influence CDW is committed to being an AI-fluent organization We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work. 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. 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.