The primary purpose for this position is to lead complex Microsoft 365 Managed Services multi-Client engagements with considerations of system-wide impact and business processes. This position will provide oversight and Client engagement guidance and take a lead technical role in reviewing and modifying Managed Services Solutions. This position is also a key contributor to the Managed Services engineering team responsible for supporting complex technical services and solutions, which include: Microsoft 365 Tenant workloads, such as Exchange Hybrid, Exchange Online, Teams, SharePoint Online, Entra Connect, Entra ID, OneDrive, Intune, Copilot, Defender and Purview.
What you will do
•Oversee technical delivery on Client engagements to ensure successful delivery and Client satisfaction. Lead reviews of client environments and make recommendations, provide architectural leadership, and support complex issue resolution. Articulate problems and solutions to Clients, and provide consulting services, subject matter expertise, guidance and technical thought leadership for both Clients and internal teams.
•Maintain client relationships, serving as a technical communication focal point between CDW and Managed Services clients.
•Proactively identify and communicate potential impacts to Client ecosystems as Microsoft changes, sunsets or introduces functionality, providing recommendations and contributing to Client Microsoft 365 technology roadmaps.
•Develop and maintain technical Client presentations, RunBooks, Knowledge Articles, Service Catalogs and other documentation.
•Lead technical workshops, sessions and review meetings across multiple Clients, translating complex Microsoft 365 concepts and recommendations into clear Client-facing guidance.
•Follow standardized ITIL processes and use a centralized ITSM tool to track work, including incidents, service requests, changes, enhancements and other Client related work.
•Support a 24x7 delivery team as part of an on-call rotation roster, advising engineering peers on technical issues and requests.
•Understand and deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog.
•Complete tasks on a timely basis, perform scopes of work as planned and adhere to SLAs.
•Identify and communicate potential cross-selling opportunities to the sales team.
•Provide technical sales support on new opportunities, including technical advice, identifying the scope of services and assisting in proposal development.
•Collaborate and support cross-functionally with Client Success, Project Management, R&D, and Sales.
•Mentor technical team and junior Engineers, providing knowledge transfer and guidance to improve technical proficiency, standardize processes, and support consistent service delivery.
What we expect of you
•Bachelor's degree and 7+ years of IT engineering experience (including 5 years large-scale requisite of Microsoft 365 experience listed below) OR 11+ years of IT engineering experience (including 5 years large-scale requisite of Microsoft 365 experience listed below)
•Multi-tenant Microsoft 365 environments with enterprise-class planning, design, implementation and support experience with one or more solutions supported by the Managed Services practice (Exchange Hybrid, Exchange Online, Teams, SharePoint Online, Entra Connect, Entra ID, OneDrive, Intune, Copilot Defender, Purview and/or security tools).
•Broad range of Microsoft 365 skills, with in-depth expert level solution knowledge of a few of the workloads.
•Experience and knowledge of security, compliance, data protection and security governance.
•Currently holds certifications at high levels in the primary area of technical expertise.
•Demonstrated ability to apply technical background and knowledge to business direction and provide real business-based Client outcomes.
•Demonstrated ability to develop plans and schedules to complete complex initiatives or new solution/product development.
•Experience working with ServiceNow or other standard ITSM tools in a multi-client, Service level agreement-based environment.
•Ability to establish Client trust and confidence in CDW Managed Services understanding of and commitment to Clients' business needs.
•History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the Clients while meeting deadlines.
•Ability to perform advanced root cause analysis and drive solutions that deliver long term improvements.
•Strong organizational, analytical, problem-solving, and communication skills, with a focus on Client service and professionalism.
•Ability to consistently follow policies and procedures, prioritize work, handle multiple tasks simultaneously in a fast-paced, diverse, and growth-oriented environment.
•Excellent verbal and written communication skills, with the ability to effectively interact with coworkers, stakeholders, and all levels of leadership.
•Demonstrates ability to work independently and as a Global team member, providing guidance, mentorship, and support to peers.
•Good time management skills, ability to meet rigid and urgent assignment schedules, and ability to travel as needed.
•Demonstrates ability to develop strong Client relationships, achieve high levels of Client satisfaction, and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.
Compensation
Pay range: $128,000 - $193,200 depending on experience and skill set. Annual bonus target of 10% subject to terms and conditions of plan. Benefits overview: https://cdw.benefit-info.com/. Salary ranges may be subject to geographic differentials.
About Us
CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes.
