About the group:
Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.
*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Role: Field Service Lead
Location: Irving, Texas
Role: • Ensure delivery of onsite support services, including desktops, laptops, mobile devices, peripherals, printers, conference room technology, and smart hands support.
• Drive SLA, KPI, and XLA performance across the region.
• Act as the regional escalation point for critical incidents and service disruptions.
• Ensure consistent service execution and customer experience across all assigned locations.
• Provide leadership, coaching, mentoring, and career development.
• Support staffing, resource planning, onboarding, and workforce optimization.
• Ensure adequate coverage for business-as-usual operations, project work, and peak demand periods.
• Establish and maintain operational governance across all regional sites.
• Conduct regular service reviews, operational reviews, and performance reporting.
• Monitor ticket trends, backlog, aging incidents, and service request fulfillment.
• Ensure adherence to ITIL processes, including Incident, Request, Change, Problem, and Asset Management.
• Serve as the primary regional point of contact for client leadership and service stakeholders.
• Build strong relationships with business leaders, regional IT teams, and vendor partners.
• Present service performance, risks, mitigation plans, and improvement initiatives during governance meetings.
• Support executive communications and service reporting.
Primary Skills : Windows 10/11, Laptop/Desktop/MacOS/mobile device Support, Microsoft 365, Active Directory, Printer & MFD Support
Secondary Skills: JAMF, SCCM/MECM, Zoom/Webex Rooms, Basic Networking
Disclaimer: The salary, other compensation, and benefits 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.
*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
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.
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.
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.
