Service Desk Lead

Cognizant CIS

About Cloud Infrastructure & Security Services: Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to be responsible for the business in a secure environment.

• You must be legally authorized to work in United States without the need of employer sponsorship, now or at any time in the future *
  
  

Job title: Service Desk Lead

Job Summary

We are seeking a highly skilled Technical Lead with demonstrated ability in Service Desk App Support. The ideal candidate will be responsible for overseeing the technical aspects of our service desk operations ensuring seamless support and maintenance of applications. This role requires a hybrid work model and operates during day shifts. No travel is required.

Responsibilities

• Lead the technical team in providing exceptional service desk support for various applications.
• Be responsible for the resolution of technical issues ensuring timely and effective solutions.
• Provide guidance and mentorship to team members fostering a collaborative and productive work environment.
• Develop and implement standard processes for service desk operations to enhance efficiency and effectiveness.
• Coordinate with other groups to ensure seamless integration and support of applications.
• Monitor and analyze service desk performance metrics to identify areas for improvement.
• Ensure compliance with company policies and industry standards in all technical support activities.
• Manage the customer concern process for complex technical issues ensuring prompt resolution.
• Conduct regular training sessions to keep the team updated on the newest technologies and support methodologies.
• Collaborate with collaborators to understand their needs and provide tailored technical support solutions.
• Maintain detailed documentation of support processes issue resolutions and system configurations.
• Participate in the development and testing of new applications and system updates.
• Drive continuous improvement initiatives to enhance the overall quality of technical support services.
  
  

Qualifications

• Must have experience in Service Desk App Support demonstrating a deep understanding of technical support processes.
• Should possess solid skills with the ability to solve and resolve complex technical issues.
• Must have good communication skills both verbal and written to effectively interact with team members and collaborators.
• Should have a proven track record of leading teams and managing service desk operations.
• Must be proficient in using service desk tools and technologies.
• Should have a solid understanding of ITIL processes and standard methodologies.
• Must be able to work effectively in a hybrid work model balancing remote and on-site responsibilities.
• Should have a proactive approach to identifying and addressing potential technical issues.
• Must be committed to continuous learning and staying updated on the latest industry trends and technologies.
• Should have experience in developing and implementing technical support strategies.
• Must be able to manage multiple tasks and priorities in a fast-paced environment.
• Should have a customer-centric attitude with a focus on delivering high-quality support services.
• Must be diligent with strong organizational skills to manage documentation and reporting requirements.
  
  

Certifications Required

• ITIL Foundation Certification Microsoft Certified: Azure Fundamentals
  
  

Salary And Other Compensation

Applications will be accepted until April 1st, 2025.

The base annual salary for this position is between $37,804 to $86,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan
  
  

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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