Technical Training Specialist

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.

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 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

• Experience in training or enablement environments
• Analytical and methodical
• Hands-on experience with the ServiceNow toolsets
• ITIL experience
• Highly organised and detail-oriented
• Ability to communicate at all levels
• Proactive and self-motivated
• Exposure to customer-facing or client service environments
• Must be able to gain BPSS and SC clearance
• 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.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities.

As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

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.