Job Description – IT Service Desk Lead/Manager
Position Title IT Service Desk Lead
Location – Des Moines, IA
Experience - 8–10 Years
Team Size 20+ Service Desk Analysts and Senior Analysts
Job Summary
The IT Service Desk Lead is responsible for leading and managing a 24x7 global IT Service Desk operation supporting end users across multiple locations. The role is accountable for service delivery excellence, SLA compliance, team leadership, customer satisfaction, incident management, continuous service improvement, and operational governance. The Service Desk Lead acts as the primary escalation point for critical issues and drives operational efficiency through process optimization, automation, and knowledge management initiatives.
Key Responsibilities
Service Delivery & Operations
- Lead daily operations of the IT Service Desk supporting enterprise users globally.
- Ensure adherence to contractual SLAs, KPIs, OLAs, and customer experience targets.
- Manage incident, request, problem, and major incident processes in accordance with ITIL practices.
- Act as the primary escalation point for critical and high-priority incidents.
- Ensure timely resolution and customer communication for service-impacting issues.
- Monitor queue health, workload distribution, and workforce utilization.
Team Leadership
- Manage a team of approximately 20 Service Desk professionals.
- Conduct regular team huddles, coaching sessions, and performance reviews.
- Drive employee engagement, motivation, and career development initiatives.
- Identify skill gaps and execute training and development plans.
- Manage staffing, shift planning, leave management, and resource allocation.
Customer & Stakeholder Management
- Serve as the primary operational interface for customer stakeholders.
- Participate in operational reviews, governance meetings, and customer escalation calls.
- Build strong relationships with business users, resolver groups, and third-party vendors.
- Drive customer satisfaction and continuous improvement initiatives.
Reporting & Governance
- Prepare and present weekly, monthly, and quarterly service reports.
- Analyze service desk performance trends and recommend improvement actions.
- Conduct root cause analysis and publish improvement plans.
- Track and report SLA compliance, ticket trends, productivity, and customer satisfaction metrics.
Continuous Improvement & Automation
- Identify opportunities for service improvement and automation.
- Enhance knowledge management processes and maintain knowledge articles.
- Drive self-service adoption, shift-left initiatives, and ticket reduction strategies.
- Participate in transition, transformation, and process-improvement programs.
Quality & Compliance
- Ensure adherence to ITIL best practices and organizational standards.
- Conduct quality audits and monitor analyst performance.
- Ensure compliance with security, audit, and regulatory requirements.
- Maintain documentation, SOPs, and operational runbooks.
Required Technical Skills
- ServiceNow or equivalent ITSM platforms
- Incident, Request, Problem, and Change Management
- Microsoft 365, Windows, Active Directory, Azure AD
- Remote Support Tools
- Knowledge Management Platforms
- Service Desk Analytics and Reporting
- Call Center / Omnichannel Support Platforms
- Basic understanding of EUC, Networking, Collaboration, and Infrastructure Services
Key Performance Indicators (KPIs)
- SLA Achievement (%)
- First Contact Resolution (FCR)
- Average Speed to Answer (ASA)
- Abandonment Rate
- Customer Satisfaction (CSAT)
- Ticket Backlog Reduction
- Knowledge Article Utilization
- Employee Satisfaction & Attrition Metrics
- Automation and Continual Improvement Deliverables
Required Soft Skills
- Strong leadership and people management
- Excellent verbal and written communication
- Executive-level stakeholder management
- Conflict resolution and escalation management
- Analytical and problem-solving skills
- Ability to perform under pressure in critical situations
- Continuous improvement mindset
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
