Job Summary
This hybrid role focuses on driving excellence in AIOps enabled service desk environments for a global organization ensuring stable operations high customer satisfaction and effective governance. The Service Desk Lead will coordinate unified service desk activities optimize workflows and guide continuous improvement efforts while collaborating closely with technical and business stakeholders including finance and accounting teams.
Responsibilities
- Oversee end to end AIOps driven service desk operations to ensure consistent incident resolution quality and timely support for internal and external customers in a hybrid work model
- Coordinate unified service desk workflows across channels to optimize request routing response times and workload balancing for a day shift environment
- Monitor service desk performance metrics and dashboards to identify trends bottlenecks and improvement opportunities that enhance user experience and operational efficiency
- Implement service desk operations governance practices that align with organizational standards and regulatory expectations while maintaining clear roles responsibilities and escalation paths
- Provide expert application support for service desk platforms by analyzing recurring issues collaborating with technical teams and driving sustainable fixes that reduce repeat incidents
- Guide knowledge management activities by reviewing support documentation validating accuracy and promoting the reuse of standard solutions to improve first contact resolution rates
- Collaborate with finance and accounting stakeholders to understand domain specific support needs and translate them into service desk procedures that enable reliable and compliant assistance
- Coordinate problem management efforts by reviewing root cause analyses prioritizing corrective actions and tracking progress to minimize the impact of recurring service disruptions
- Streamline ticket lifecycle management processes by refining categorization prioritization and closure standards ensuring consistent handling that supports accurate reporting and forecasting
- Partner with cross functional teams to plan and execute service desk platform enhancements including configuration changes integrations and AIOps features that strengthen operational resilience
- Maintain adherence to service level targets by continuously reviewing workload distribution adjusting support strategies and communicating expectations clearly to ensure predictable service outcomes
- Drive continuous improvement initiatives by collecting feedback from users analyzing service desk reports and implementing targeted changes that align with company objectives and societal impact goals
- Support audit and compliance requirements by ensuring thorough documentation of service desk activities controlled access to systems and accurate tracking of operational decisions and outcomes
Qualifications
- Demonstrate strong hands on experience with unified service desk platforms and related application support tools building robust solutions that simplify interaction management and case handling
- Apply proven expertise in service desk operations governance by defining processes standards and controls that foster reliability accountability and transparent reporting across the support function
- Use practical knowledge in service desk application support to diagnose issues collaborate with engineering teams and implement durable resolutions that stabilize the production environment
- Bring solid background in core service desk practices such as incident request and problem management utilizing industry frameworks to sustain a structured and predictable support ecosystem
- Leverage exposure to finance and accounting processes as a desirable domain skill to better interpret business requirements and configure support responses that respect financial controls and policies
- Employ clear communication and stakeholder management abilities to coordinate activities with business owners technical teams and service recipients promoting shared understanding and trust
Certifications Required
ITIL Foundation certification or equivalent service management credential preferred for structured service desk practice
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.
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.
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, state or local laws.
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