Service Desk Manager
About the role
As a Service Desk Manager, you will make an impact by leading and optimizing Service Desk operations to deliver consistent, high‑quality IT support services. You will be a valued member of the IT Operations team and work collaboratively with support teams, vendors, and senior leadership to ensure service excellence, customer satisfaction, and alignment with organizational objectives.
In this role, you will:
- Define and execute the Service Desk strategy, policies, and operational standards
- Lead multiple Service Desk initiatives, overseeing service delivery, resource planning, and execution
- Manage budgets, staffing plans, and third‑party vendor relationships
- Monitor service performance and ensure compliance with SLAs and KPIs
- Drive continuous improvement initiatives and support digital transformation efforts
- Identify operational risks and implement mitigation plans to ensure service stability
- Prepare and deliver regular reports on service performance, trends, and risks to senior leadership
- Foster a culture of accountability, innovation, and customer focus across support teams
- Ensure alignment with ITIL practices and service management frameworks
Work model
We strive to provide flexibility wherever possible. Based on this role’s business requirements, this position may follow a hybrid work model.
Working arrangements may change depending on business needs, and we will always be clear about role expectations.
What you must have to be considered
- Ample experience in IT support and service management roles, including people management responsibilities
- Strong hands‑on experience with ITIL practices and service management frameworks
- Proven ability to manage large teams and complex support environments
- Experience monitoring service performance and managing SLAs
- Excellent stakeholder management, communication, and leadership skills
- Fluency in English and Spanish
These will help you stand out
- Portuguese language skills
- Experience leading service transformation or continuous improvement initiatives
- ITIL certification or equivalent service management credentials
- Experience working in global or multi‑regional support environments
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 strengths to this role.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
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.
Other employment-related information
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, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.