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Technical Lead

JD 3


Job Summary

We are seeking a highly skilled Technical Lead with 3 to 5 years of experience in Incident Management Service Desk and Desktop Support. The ideal candidate will work from our office during day shifts providing exceptional technical support and ensuring smooth IT operations. This role does not require travel.


Responsibilities

  • Lead the technical support team in managing and resolving incidents efficiently.
  • Oversee the service desk operations to ensure timely and effective resolution of user issues.
  • Provide expert desktop support to end-users addressing hardware and software problems.
  • Monitor and maintain IT systems to ensure optimal performance and availability.
  • Develop and implement incident management processes to improve response times.
  • Collaborate with other IT teams to resolve complex technical issues.
  • Conduct regular training sessions for the support team to enhance their skills.
  • Create and maintain documentation for incident management and desktop support procedures.
  • Analyze incident trends to identify and address recurring issues.
  • Ensure compliance with company policies and industry standards in all support activities.
  • Communicate effectively with users to understand their needs and provide appropriate solutions.
  • Participate in IT projects and initiatives to support business objectives.
  • Provide regular reports on support activities and incident management performance.

    • Qualifications

  • Possess strong experience in incident management demonstrating the ability to handle and resolve incidents promptly.
  • Have a solid background in service desk operations ensuring efficient and effective user support.
  • Demonstrate expertise in desktop support with the ability to troubleshoot and resolve hardware and software issues.
  • Show proficiency in monitoring and maintaining IT systems for optimal performance.
  • Exhibit strong problem-solving skills particularly in resolving complex technical issues.
  • Display excellent communication skills both verbal and written to interact with users and team members effectively.
  • Possess the ability to develop and implement processes to improve incident management and support operations.
  • Have experience in creating and maintaining documentation for IT support procedures.
  • Demonstrate the ability to analyze incident trends and implement solutions to prevent recurring issues.
  • Show a commitment to compliance with company policies and industry standards.
  • Exhibit the ability to lead and train a technical support team.
  • Participate actively in IT projects to support business goals.
  • Provide detailed reports on support activities and performance metrics.

    • Certifications Required

    ITIL Foundation Certification CompTIA A+ Certification

    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 is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

    Our commitment to diversity and inclusion:
    Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined by federal, state or local laws.

    If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

    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.

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