Job Summary
This hybrid role is for a Technical Lead specializing in service desk and application support with experience between four and eight years who will guide complex incident resolution optimize support workflows and enhance user satisfaction across global business units while aligning technology operations with enterprise standards and sustainable outcomes.
Responsibilities
- Drive efficient handling of service desk tickets by monitoring queues prioritizing critical requests and coordinating timely resolution to maintain high service availability and user satisfaction.
- Oversee day to day service desk operations by ensuring consistent application support coverage adherence to response targets and clear communication with stakeholders across business functions.
- Provide advanced technical troubleshooting for recurring incidents by analyzing root causes coordinating fixes with application teams and documenting sustainable workarounds to reduce repeat issues.
- Guide continuous improvement initiatives by reviewing incident and request trends identifying process gaps and implementing changes that increase stability and reduce support effort.
- Coordinate with cross functional teams by aligning application support activities with infrastructure security and business units to ensure a consistent and secure user experience in a hybrid work model.
- Implement structured knowledge management by creating and updating solution articles standard operating procedures and runbooks that enable faster ticket resolution and consistent service quality.
- Monitor key performance indicators for the service desk by tracking metrics such as response times resolution rates and customer feedback to drive data informed improvements.
- Conduct detailed impact assessments for application incidents by evaluating affected users business processes and dependencies to support effective prioritization and communication strategies.
- Ensure compliance with organizational policies by applying standard change and release practices to application support activities and maintaining clear records within service management tools.
- Collaborate with product and application owners by sharing user feedback incident insights and enhancement needs that influence roadmaps and improve the overall reliability of supported services.
- Develop and deliver targeted guidance for team members by providing constructive feedback on case handling documentation quality and communication practices to elevate overall support excellence.
- Align daily activities with organizational purpose by supporting applications that enable core business operations enhance employee productivity and contribute to reliable digital services for customers and communities.
- Adapt support practices to a hybrid working environment by using collaboration tools structured handovers and clear status reporting to ensure continuity of service regardless of work location.
Qualifications
- Require proven experience in service desk operations across four to eight years with a strong focus on incident management request fulfillment and customer centric communication.
- Require solid application support expertise that includes investigating issues across multiple layers coordinating fixes with technical teams and validating resolutions in line with agreed procedures.
- Require hands on proficiency with common service management tools and ticketing platforms used to log track and report on incidents problems and service requests.
- Require strong analytical capability to interpret service desk data identify recurring patterns and propose actions that address root causes and improve service reliability.
- Require clear and inclusive communication skills that enable effective interaction with users peers and management across diverse backgrounds and technical knowledge levels.
- Nice to have exposure to automation or scripting capabilities that streamline repetitive service desk tasks and contribute to faster and more reliable support outcomes.
- Nice to have familiarity with industry frameworks for service management that influence structured processes for incident handling change control and continual improvement.
- Nice to have experience in hybrid or distributed support environments that rely on digital collaboration tools virtual meetings and detailed written documentation for effective coordination.
Certifications Required
ITIL Foundation certification or equivalent service management certification is preferred for this technical lead 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.
