Job Summary

Join our dynamic team as a Technical Lead where you will play a pivotal role in overseeing desktop support operations in a hybrid work model. With your expertise you will ensure seamless remote assistance enhancing productivity and user satisfaction. Your contributions will drive innovation and efficiency aligning with our companys mission to deliver exceptional IT solutions.

Responsibilities

• Lead the desktop support team to provide exceptional remote assistance to users ensuring timely resolution of technical issues.
• Oversee the implementation of desktop support strategies that enhance user experience and operational efficiency.
• Provide guidance and mentorship to junior team members fostering a collaborative and innovative work environment.
• Collaborate with cross-functional teams to identify and address technical challenges driving continuous improvement.
• Develop and maintain documentation for desktop support processes ensuring consistency and compliance with company standards.
• Monitor and analyze support metrics to identify trends and areas for improvement implementing solutions to enhance service delivery.
• Coordinate with vendors and external partners to ensure optimal performance of desktop support tools and technologies.
• Facilitate training sessions for users to enhance their understanding and utilization of desktop support resources.
• Ensure adherence to security protocols and best practices in all desktop support activities safeguarding company data.
• Evaluate and recommend new technologies and tools to improve desktop support capabilities and user satisfaction.
• Manage escalations and complex technical issues providing expert resolution and maintaining high service levels.
• Communicate effectively with stakeholders to provide updates on support activities and project progress.
• Drive initiatives that align desktop support operations with the companys strategic goals and objectives.

Qualifications

• Possess strong technical expertise in desktop support with a proven track record of successful remote assistance.
• Demonstrate excellent problem-solving skills and the ability to manage complex technical issues efficiently.
• Exhibit strong communication skills capable of conveying technical information clearly to non-technical users.
• Have experience in a hybrid work model adapting support strategies to meet diverse user needs.
• Show proficiency in using desktop support tools and technologies ensuring optimal performance and user satisfaction.
• Display a proactive approach to identifying and implementing improvements in support processes.
• Hold a bachelors degree in Information Technology or a related field with relevant certifications in desktop support.

Certifications Required

• CompTIA A+ Microsoft Certified: Modern Desktop Administrator Associate

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.