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 primary purpose of the MSSO Team Leader is the day-to-day management of the Support Services Coordinators and Renewals Specialists. The Team Leader will be responsible for motivating and driving action across the team, fulfilling customer requirements to a high standard, encouraging target and KPI achievement. An understanding of contracted services, quote to order processes and team leadership are fundamental to the role. The role will involve developing relationships with internal business areas and suppliers as well as supporting Sales with customer interactions where necessary. You must be a confident communicator at all levels and work well as part of a team, with the ability to provide ongoing guidance and support across the team. The role is also responsible for supporting and assisting the CDW sales function with quote generation, pricing queries and the retention and upsell of existing contracted services. Attention to detail and familiarity with vendor tools and systems is critical for this role. The position will report to the Head of MSSO, but will have relationships with sales, business development, contracts, service management and service transition departments. Job Description KEY RESPONSIBILITIES • Leadership of the support services sales operations team; first point of escalation, assistance with complex query resolution, analysis of workload vs output to ensure fair alignment and distribution of tasks, coworker 1-1s, support and guidance on KPI and PMP goal achievement. • Onboarding of new starters and ongoing maintenance of training material • Proactive reporting to Sellers, Sales Managers and Sales Operations management • Management of team and individual pipeline and forecast. • Weekly team meetings • Quote generation for renewal of existing service contracts. • Production of new services contracts of varying size and complexity • Liaising with suppliers, vendors and 3rd parties, including the use of portals and tools • Liaising with purchasing and contract management teams for ordering of any 3rd party services • Reconciliation of supplier billing with customer usage and customer billing • Liaising with internal departments to confirm vital contract information. • Use of internal tools for account management and order processing (Microsoft Navision, CRM, Great Plains, Binary Stream, Sales Portal) • Establishing and developing peer to peer relationships with key vendors • Feedback on any operational issues that are preventing the continued growth and improvement of associated services. • Provide feedback and openly embrace the future introduction of any additional vendors or services that are closely associated with existing activity • Any additional activity as directed by management QUALIFICATIONS, SKILLS, AND EXPERIENCE • Ability to prioritise, motivate and lead a team - previous team leader experience is preferable. • Experience working in a commercial environment preferred. • Strong analytical, and problem-solving skills • Understanding the importance of accurate reporting • Strong verbal and written communication skills - must be a confident communicator at all levels. • Knowledge of internal tools and systems (Navision, Great Plains, CRM Dynamics, Microsoft Office suite) • Consistency and accuracy in data keying with high attention to detail ESSENTIAL ATTRIBUTES • Highly enthusiastic, approachable and self- motivated to achieve personal and team targets, with the ability to prioritise workload effectively. A methodical and accurate approach to the job is critical along with a can-do attitude. As a fundamental member of the team, the role requires willingness for the team to succeed with a big emphasis on developing and improving processes and people. Attention to detail and the ability to respond to requests swiftly are critical for this role – must be good working under pressure to tight time scales. You must be a strong communicator, able to prioritise and escalate urgent matters in your own and the team’s workload, across internal departments and via 3rd party suppliers. 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.