Job Title: Team Lead - Desktop Support
Job Location- Onsite- Detroit, MI, USA
** Please note, this role is not able to offer visa transfer or sponsorship now or in the future**
We are seeking a skilled and proactive Desktop Support Engineer to join our IT team in Detroit, MI. This role is central to delivering high-quality, hands-on technology support across both office and manufacturing/factory environments. The ideal candidate brings 5+ years of field experience, a strong service-oriented mindset, and the technical depth to resolve complex endpoint, printer, scanner, and A/V issues with minimal disruption to operations.
Salary and Other Compensation:
The annual salary for this position is between $75,000 to $90,000 depending on experience and other qualifications of the successful candidate.
In this role, you will
Deliver hands-on break/fix and deployment support across office and factory environments for laptops, desktops, rugged factory laptops, printers (Lexmark/HP), handheld scanners, and conference room A/V systems, ensuring rapid restoration of services with minimal impact to end users and production operations.
Manage the full endpoint lifecycle – from imaging, configuration, and deployment through to decommissioning – leveraging SCCM and IT Shop to maintain a standardized, well-governed device estate across all supported locations.
Execute incidents and service requests through established ITSM processes, including ticket monitoring, triage, and assignment, while ensuring SLA compliance, accurate documentation, and timely status updates at every stage of the ticket lifecycle.
Oversee day-to-day desktop support operations across office and factory floors by leveraging Nexthink for proactive endpoint visibility, identifying and remediating issues before they impact users, and maintaining a consistently high standard of end-user experience.
Lead Root Cause Analysis (RCA) for major incidents and prepare SLA compliance and trend reports, translating findings into corrective actions and process improvements that reduce repeat incidents and strengthen overall service quality.
Author and maintain Standard Operating Procedures (SOPs), Runbooks, and Knowledge Base articles, ensuring documentation is current, accurate, and accessible to all team members to enable consistent service delivery and faster issue resolution.
Apply strong Windows troubleshooting skills and foundational networking knowledge (TCP/IP, DNS, DHCP, VPN, Wi-Fi) to diagnose and resolve endpoint and connectivity issues, escalating complex cases to Level 2/3 or infrastructure teams as appropriate while coordinating hardware asset tracking and inventory management.
What you’ll need to succeed (required skills)
5+ years of hands-on field services or desktop support experience in office and/or factory/industrial environments.
Strong proficiency with Windows 10/11 troubleshooting, configuration, and administration.
Proven experience with SCCM for software deployment, patching, and endpoint management.
Hands-on experience with ITSM platforms for ticket management, SLA tracking, and reporting.
Experience supporting printers (Lexmark/HP), handheld scanners, rugged laptops, and A/V conference room equipment.
Working knowledge of IT Shop or similar procurement/request fulfillment tools.
Familiarity with Nexthink or equivalent endpoint analytics/monitoring platforms.
Solid foundational networking skills: TCP/IP, DNS, DHCP, Wi-Fi, and VPN troubleshooting.
Strong documentation skills with experience authoring SOPs, Runbooks, and Knowledge Articles.
Excellent communication skills; ability to work effectively with both technical teams and non-technical end users.
Preferred Qualifications
Experience supporting manufacturing or industrial environments with rugged device ecosystems.
ITIL Foundation certification or equivalent knowledge of ITSM best practices.
Microsoft certifications (e.g., MD-102, MS-900) or CompTIA A+/Network+.
Experience with RCA methodologies and major incident management processes.
Familiarity with asset management tools and hardware lifecycle processes.
This position is also eligible for Cognizant’s discretionary annual incentive program, 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
Please note, this role is not able to offer visa transfer or sponsorship now or in the future
Work model:
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is a full onsite position requiring 5 days a week from client location in Detroit, Michigan, USA.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
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.
“Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.”
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000+ associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.