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Manager, Engineering - Collaboration

CDW Corporation

Job Overview

Location

Remote – USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Manager, Engineering - Collaboration at CDW Corporation, you will lead a Managed Services Engineering Team focused on delivering high-quality technology solutions that drive customer success and operational excellence. This role is pivotal in aligning engineering efforts with CDW’s broader services strategy, ensuring that teams meet financial, operational, and customer satisfaction targets while fostering a culture of trust, connection, and commitment. You will serve as both a people leader and product owner, responsible for the end-to-end delivery of collaboration technology services and the continuous improvement of processes and team performance.
• Day to day, you will: Understand customer environments and business needs to tailor solutions effectively; meet periodically with customers during sales opportunities, quarterly reviews, and support issues to strengthen relationships; track, monitor, and report Customer Satisfaction Performance Measures using surveys and feedback tools; lead and manage team workload by prioritizing and assigning resources, reviewing Service Desk queues, and ensuring timely response to incidents; foster a customer-centric, coworker-first culture by mentoring, supporting, and developing team members while maintaining high service quality; serve as the primary point of contact for strategic and tactical planning on assigned technologies, collaborating with peers and stakeholders; manage time reporting and analysis to optimize productivity and resource allocation; hire, onboard, and develop staff, building motivated and effective teams through delegation and empowerment; conduct performance management through consistent feedback, assessments, coaching, mentoring, and individual development planning; maintain and oversee on-call schedules to ensure 24/7 service coverage; work closely with peers and cross-functional managers to align on department and company goals; willingly take calculated risks to meet customer needs and drive innovation; oversee the development, maintenance, and performance of problem, change, and work order processes; deliver and enforce the Operational Framework and Standard Operating Procedures (SOPs) through Quality Assurance; continuously review SOPs and operational frameworks to identify gaps and opportunities for improvement; drive Continuous Service Improvement using key metrics and data-driven insights; maintain regular written and face-to-face communication with staff and customers; collaborate with other groups and managers to manage customer expectations and technical environments; manage operational costs, planning, and budgeting to ensure financial accountability and efficiency.
• CDW is a Fortune 500 and S&P 500 company recognized as a leading multi-brand provider of IT solutions across business, government, education, and healthcare sectors in the U.S., U.K., and Canada. The company prides itself on a coworker-first culture where trust, connection, and commitment are foundational to how teams collaborate to deliver exceptional customer outcomes. As part of the Managed Services organization, you will join a team dedicated to helping customers navigate complex IT environments and maximize their technology investments through proactive support, strategic partnership, and technical excellence.
• In this role, you will develop advanced leadership capabilities in technical team management, customer success strategy, and IT service delivery optimization. You will gain deep expertise in collaboration technologies (such as Cisco, Microsoft Teams, Zoom, Webex, Five9, and RingCentral), ITIL frameworks, and operational process improvement. You will also strengthen your skills in financial management, data analysis for forecasting and reporting, vendor and partner relationship management, and change leadership—positioning you for continued growth into senior leadership roles within CDW’s engineering and services organizations.

🎯 Requirements

• Bachelor’s Degree and 5 years of relevant experience, OR 7 years of related consulting or IT services delivery experience
• Previous consulting leadership experience required
• Experience in ITIL and process management/improvement
• Ability to lead teams, gain consensus, communicate effectively (orally and written), and balance multiple priorities while adapting to changing business needs
• Proven ability to collaborate, build relationships, take initiative, creatively problem solve, and negotiate effectively with clients, vendors, and business partners
• Ability to compute, analyze, and interpret complex statistical data for reporting and forecasting purposes
• Knowledge of Cisco, Zoom, Microsoft Teams, Five9, Webex, or RingCentral products and services is a plus

🏖️ Benefits

• Opportunity to work remotely within the USA with a leading Fortune 500 technology solutions provider
• Comprehensive professional development through mentorship, leadership training, and exposure to cutting-edge collaboration technologies
• Involvement in strategic customer partnerships and cross-functional initiatives that drive innovation and business impact
• Supportive, inclusive workplace culture focused on coworker well-being, growth, and recognition
• Competitive compensation and benefits package aligned with CDW’s commitment to employee success and retention

Skills & Technologies

Remote

Degree Required

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CDW Corporation

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About CDW Corporation

CDW Corporation is a Fortune 500 technology solutions provider headquartered in Vernon Hills, Illinois. The company delivers integrated information technology hardware, software, and services to business, government, education, and healthcare customers in the United States, Canada, and the United Kingdom. Its offerings span cloud, cybersecurity, data center, mobility, and collaboration technologies. CDW operates as a value-added reseller and managed services provider, leveraging vendor partnerships with leading technology manufacturers to design, implement, and support complex IT environments. The company was founded in 1984 and trades on the NASDAQ under the symbol CDW.

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