Job Summary
Technical Lead role in a global service desk environment responsible for guiding incident resolution optimizing support processes and ensuring high availability of end user services. The role involves hands on technical oversight mentoring of support analysts and close collaboration with stakeholders in a hybrid work model for day shift operations.
Responsibilities
- Lead day to day service desk operations by supervising ticket intake triage and resolution activities to ensure consistent adherence to agreed service levels and rapid restoration of business services.
- Coordinate complex incident handling by guiding service desk analysts through detailed troubleshooting steps and ensuring accurate documentation of technical findings for future reference.
- Oversee problem management activities by identifying recurring issues driving root cause analysis and recommending sustainable improvements that reduce incident volume and enhance user satisfaction.
- Provide technical direction to the team by reviewing solution approaches validating configuration changes and ensuring that standard operating procedures are followed consistently across all support interactions.
- Collaborate with cross functional technology teams by sharing service desk insights on system performance and user pain points to inform application enhancements and infrastructure stability initiatives.
- Manage service desk knowledge assets by curating articles updating resolution scripts and promoting reuse of proven fixes to shorten resolution time and improve quality of support.
- Monitor operational metrics such as ticket backlog response time and first contact resolution rate to identify trends and initiate targeted actions that improve overall support efficiency.
- Guide continuous improvement efforts by evaluating current support workflows proposing automation opportunities and implementing refined processes that increase productivity without compromising user experience.
- Support stakeholder communication by preparing concise status updates on major incidents outlining remediation steps and setting realistic expectations on restoration timelines for business teams.
- Ensure compliance with organizational policies and regulatory requirements by enforcing secure handling of user data appropriate access controls and disciplined change management practices in service desk activities.
- Mentor service desk analysts by providing structured feedback sharing best practices and cultivating a culture of accountability and empathy for end users while maintaining professional standards.
- Coordinate hybrid work arrangements by organizing schedules facilitating effective handoffs between onsite and remote team members and ensuring uninterrupted coverage during day shift windows.
- Align service desk objectives with company purpose by enabling reliable digital tools for employees thereby supporting innovation operational resilience and positive impact on customers and communities.
Qualifications
- Demonstrate strong experience with service desk operations including incident management request fulfillment and escalation handling within a structured support environment.
- Possess practical knowledge of common enterprise end user technologies such as operating systems collaboration platforms and productivity tools typically supported by service desk teams.
- Apply proven skills in using ticketing and service management platforms to log categorize prioritize and track issues with emphasis on accurate data capture and workflow compliance.
- Exhibit clear and professional communication capabilities enabling effective interaction with users technical teams and business stakeholders in both onsite and remote settings.
- Show ability to analyze support trends interpret performance metrics and translate findings into actionable recommendations that optimize service desk processes.
- Bring experience in creating and maintaining knowledge base content including step by step resolution guides and user facing help materials that enhance self service.
- Display strong problem solving orientation with capacity to handle multiple concurrent tickets while maintaining focus on quality outcomes and timely resolution.
Certifications Required
ITIL Foundation certification or equivalent service management credential relevant to structured service desk environments
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.
