Cognizant is seeking a Lead Field Services Engineer for a full-time opportunity in New York City, NY
• Lead Field Services operations across multiple customer locations.
• Ensure consistent delivery of onsite support for laptops, desktops, Mac devices, mobile devices, peripherals, printers/MFDs, meeting-room technology, and Smart Hands activities.
• Ensure service delivery aligns with defined SLAs, KPIs, XLAs and customer expectations.
• Act as the regional escalation point for critical incidents, service disruptions and operational issues.
• Coordinate with Service Desk, infrastructure teams, client support organizations and third-party vendors for effective issue resolution.
• Establish and maintain operational governance across assigned regional locations.
• Conduct regular service and operational reviews.
• Monitor ticket volumes, backlog, aging incidents and service-request fulfillment.
• Track operational risks and drive mitigation and improvement actions.
• Ensure adherence to ITIL processes including Incident, Request, Change, Problem and Asset Management.
• Present service performance, risks, mitigation plans and improvement initiatives during governance meetings.
• Provide leadership, coaching and mentoring to the regional Field Services organization.
• Support staffing, resource planning, onboarding and workforce optimization.
• Serve as a primary regional point of contact for client leadership and service stakeholders.
• Build effective relationships with regional business leaders, IT teams and vendor partners.
• Support executive communications and service-performance reporting.
Qualifications:
Experience working as a lead with Windows and macOS endpoint support, Microsoft 365, endpoint management, hardware/software troubleshooting.
Experience with conferencing technology, printers/MFDs, device provisioning, networking-related coordination and onsite Smart Hands support.
The salary range for this role is between $99,000 and $112,000 depending on skills and qualifications of the candidate. Applications will be accepted till 11/12/2026.
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。
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