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Technical Lead

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Job Summary

As a Technical Lead you will play a pivotal role in managing and optimizing our service desk operations. You will leverage your expertise in Incident Management and Service Now to enhance service delivery and ensure seamless IT support. This hybrid role requires adaptability to rotational shifts providing a dynamic work environment that fosters growth and innovation.


Responsibilities

  • Lead the service desk team to ensure efficient incident management and resolution.
  • Oversee the implementation and optimization of Service Now for streamlined operations.
  • Provide expert guidance on Windows systems to enhance IT support services.
  • Collaborate with cross-functional teams to improve service desk processes.
  • Monitor and analyze incident trends to identify areas for improvement.
  • Develop and maintain documentation for service desk procedures and best practices.
  • Ensure compliance with ITIL standards in all service desk activities.
  • Facilitate training sessions to upskill team members on new technologies and processes.
  • Coordinate with stakeholders to align service desk operations with business objectives.
  • Implement strategies to reduce incident response times and improve customer satisfaction.
  • Evaluate and integrate new tools and technologies to enhance service desk capabilities.
  • Manage escalations and ensure timely resolution of critical incidents.
  • Foster a culture of continuous improvement within the service desk team.

    • Qualifications

  • Possess strong expertise in Incident Management and Service Now.
  • Demonstrate proficiency in managing Windows systems.
  • Have experience in a service desk environment preferably in a hybrid work model.
  • Exhibit excellent problem-solving and analytical skills.
  • Show ability to work effectively in rotational shifts.
  • Display strong communication and interpersonal skills.
  • Be adaptable to changing technologies and processes.

    • Certifications Required

    ITIL Foundation Certification is a plus

    About us

    Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world.

    Learn how Cognizant helps clients lead with digital at www.cognizant.com.

    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 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.  

    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.

    If you have a disability that requires reasonable accommodation to search for a job opening or apply, please email [email protected] with your request and contact information.

    Disclaimer:
    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.

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