Teams at CDW

Provides Tier 1 and Tier 2 service desk support in a secure environment. Responsibilities include ticket intake and management, desktop and endpoint troubleshooting, Microsoft Office and application support, account and access assistance, basic network triage, user communications, VIP support, documentation, and escalation of complex issues to Tier 3 teams. Requires an active TS/SCI clearance and enterprise end-user support experience.

Leads the design, integration, and delivery of production-grade AI, generative AI, agentic AI, and MLOps solutions for clients. Serves as technical lead, translates requirements into scalable architectures, mentors engineers, manages technical risks and timelines, supports sales proposals, and presents recommendations to stakeholders. Responsibilities include application integration, security, observability, evaluation, model serving, documentation, testing, and operational readiness.

Leads ServiceNow CSM and TPSM process design for customer service, client onboarding, managed services, account management, and technology service delivery. Facilitates discovery and future-state workshops, translates requirements into functional designs and user stories, defines onboarding workflows, and aligns stakeholders with ServiceNow best practices. Provides functional leadership across customer management, case handling, entitlements, service relationships, integrations, CSDM, and ITSM. Supports prioritization, UAT, business readiness, roadmap decisions, and traceability across a large enterprise transformation.