Job Summary

We are seeking a dedicated Technical Lead with 5 to 7 years of experience in Service Desk App Support. The ideal candidate will excel in a hybrid work model ensuring seamless day shift operations. This role involves overseeing technical support processes enhancing service delivery and contributing to the companys mission of providing exceptional customer service. The candidate will play a pivotal role in optimizing support systems and driving efficiency.

Responsibilities

• Oversee the daily operations of the service desk to ensure timely and effective support for all users.
• Provide expert guidance and support to the team in resolving complex technical issues.
• Collaborate with cross-functional teams to enhance service delivery and customer satisfaction.
• Develop and implement strategies to improve service desk processes and efficiency.
• Monitor and analyze service desk performance metrics to identify areas for improvement.
• Ensure compliance with company policies and industry standards in all support activities.
• Lead initiatives to enhance the user experience and streamline support processes.
• Coordinate with stakeholders to understand and address their technical support needs.
• Maintain up-to-date knowledge of industry trends and emerging technologies.
• Facilitate training and development programs for service desk staff to enhance their skills.
• Manage and prioritize support requests to ensure timely resolution.
• Communicate effectively with users to understand their issues and provide appropriate solutions.
• Document and report on service desk activities and performance to senior management.

Qualifications

• Possess a strong background in Service Desk App Support with a minimum of 5 years of experience.
• Demonstrate proficiency in managing and optimizing support processes in a hybrid work environment.
• Exhibit excellent problem-solving skills and the ability to handle complex technical issues.
• Show a proven track record of enhancing service delivery and customer satisfaction.
• Have experience in monitoring and analyzing performance metrics to drive improvements.
• Display strong communication skills to effectively interact with users and stakeholders.
• Be knowledgeable about industry trends and emerging technologies relevant to the role.

Certifications Required

ITIL Foundation Certification or equivalent is required.

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.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com 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.