Job Summary

As a Technical Lead you will play a pivotal role in overseeing IT Service Management and Desktop Support operations within a hybrid work model. You will ensure seamless service delivery and support for our remote workforce contributing to the companys efficiency and productivity. Your expertise will drive improvements in service management processes enhancing user satisfaction and operational effectiveness.

Responsibilities

• Oversee the IT Service Management processes to ensure they align with organizational goals and deliver high-quality support.
• Provide expert guidance in Desktop Support ensuring timely resolution of technical issues for remote employees.
• Collaborate with cross-functional teams to enhance service delivery and streamline support operations.
• Implement best practices in IT Service Management to optimize resource utilization and improve service efficiency.
• Monitor and analyze service performance metrics to identify areas for improvement and implement corrective actions.
• Develop and maintain documentation for IT Service Management and Desktop Support processes to ensure consistency and compliance.
• Facilitate training sessions for support staff to enhance their skills and knowledge in IT Service Management.
• Coordinate with vendors and external partners to ensure seamless integration of third-party services and solutions.
• Drive innovation in support processes by leveraging new technologies and methodologies.
• Ensure adherence to security protocols and data protection standards in all support activities.
• Provide regular updates and reports to management on service performance and improvement initiatives.
• Engage with stakeholders to understand their needs and tailor support services to meet their expectations.
• Foster a culture of continuous improvement within the support team to enhance service delivery and user satisfaction.

Qualifications

• Possess a strong understanding of IT Service Management principles and practices.
• Demonstrate proficiency in Desktop Support particularly in remote work environments.
• Have excellent problem-solving skills and the ability to troubleshoot technical issues effectively.
• Exhibit strong communication skills to liaise with stakeholders and support staff.
• Show a commitment to continuous learning and staying updated with industry trends.
• Display the ability to work collaboratively in a hybrid work model.
• Hold a relevant certification in IT Service Management or Desktop Support.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

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 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

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.

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.