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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 the Quote-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 experience in customer 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 degree in the areas above, including leadership responsibilities.
* Strong knowledge of QTC processes and ICAN program operations.
* Experience with Salesforce 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](https://www.cdwjobs.com/pages/ai-applicant-notice).
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 the Quote-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 experience in customer 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 degree in the areas above, including leadership responsibilities.
* Strong knowledge of QTC processes and ICAN program operations.
* Experience with Salesforce 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](https://www.cdwjobs.com/pages/ai-applicant-notice).
CDW Chicago, Illinois, USA Office
625 W Adams St., Chicago, IL, United States, 60661
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
