Service Desk Lead – North America
Location : Atlanta GA ( 100% Onsite )
*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Responsibilities
Lead day-to-day Service Desk delivery across North America.
Manage performance using SLA, XLA, customer satisfaction, quality, productivity, and backlog measures.
Ensure effective incident intake, triage, prioritization, assignment, escalation, communication, and closure.
Coordinate monitoring and service-health awareness to improve proactive support.
Own major escalation coordination among the Service Desk, resolver groups, vendors, and customers.
Drive knowledge management, first-contact resolution, shift readiness, coaching, and quality improvement.
Analyze demand, repeat contacts, aged tickets, user feedback, and trends to identify improvements.
Conduct service reviews and communicate risks, actions, and performance outcomes.
Required Knowledge and Experience
16 to 20 years of relevant professional experience aligned with the role responsibilities and technology scope.
Demonstrated experience in the primary and secondary skill areas listed above.
Strong understanding of enterprise service delivery, governance, risk, and change controls.
Ability to work across geographically distributed teams, customers, and delivery partners.
Strong communication, documentation, analytical problem-solving, and stakeholder-management skills.
Key Stakeholder Interfaces
Customer and business stakeholders.
Infrastructure, engineering, architecture, security, and operations teams.
Service management, project management, commercial, and finance functions.
Technology vendors and delivery partners.
Success Measures
Delivery against agreed service, project, quality, and governance commitments.
Timely management of risks, issues, dependencies, and escalations.
Stakeholder confidence, clear communication, and accurate reporting.
Continuous improvement, standardization, and operational discipline.
Key Skills required :-
Excellent verbal and written communication skills with strong client-facing capabilities.
Ability to manage high-touch global client stakeholders and maintain strong client relationships.
Strong understanding of Service Desk KPIs, SLAs, performance metrics, and governance, with the ability to prepare, manage, and present performance decks.
Coordinate and oversee overall Global Service Desk operations, working closely with regional Service Desk leads across India, LATAM, and Budapest.
Serve as the primary Cognizant point of contact for client concerns, operational issues, and escalations related to Service Desk services.
Strong understanding of Service Desk transformation initiatives, including AI, automation, self-service, call/contact deflection, and optimization strategies.
Drive initiatives aimed at reducing overall Service Desk contact volumes by 50% or more, supporting the client's long-term vision toward a highly automated or “Zero Desk” operating model.
Ability to collaborate effectively with global client stakeholders, regional delivery teams, and offshore teams across different time zones.
Strong understanding of Service Desk operations and the ability to effectively manage day-to-day operational challenges, escalations, and service delivery nuances.
Demonstrated ability to provide end-to-end Service Desk governance, coordination, and continuous improvement across multiple regions.
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional sobre el empleo
La información sobre la compensación es exacta en la fecha de publicación de este anuncio. Cognizant se reserva el derecho de modificar esta información en cualquier momento, de conformidad con la legislación aplicable.
Es posible que se solicite a los solicitantes que asistan a entrevistas de forma presencial o mediante videoconferencia. Asimismo, durante cada entrevista, los candidatos podrán estar obligados a presentar un documento de identidad válido emitido por el estado o por el gobierno.
Cognizant es un empleador que ofrece igualdad de oportunidades. Su solicitud y candidatura no se evaluarán en función de la raza, el color, el sexo, la religión, el credo, la orientación sexual, la identidad de género, el origen nacional, la discapacidad, la información genética, el embarazo, la condición de veterano ni cualquier otra característica protegida por las leyes federales, estatales o locales.
