Service Desk Lead

Work location: 100% onsite at Cognizant Tokyo office

- 1 min walk from Hanzomon station

- 4 min walk from Kojimachi station

Language requirement: Business level English and Japanese (N1 – N2 level)

Responsibilities:

· Manage all activities in the Delivery center

· Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and make sure they are aligned

· Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management)

· Ensures process changes are implemented

· Implement performance reporting for all the SLAs and KPIs and ensure adherence to the SLAs.

· Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center

· Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.

· Reviews escalations and implements corrective and preventive actions on DC level

· Initiates and manages against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)

· Supervises performance of the team and is responsible for their qualifications

· Attend the monthly governance meeting, Team Leads meeting

Requirements:

· Experience: 6+ years in IT service desk management or similar leadership roles.

· Education: Bachelor’s degree in IT, Computer Science, or related field (preferred).

· 4+ years in IT technical support/ managerial roles.

· Experience managing international clients

· Strong knowledge of SLA-driven technical support projects.

Skills:

· Proficiency with ticketing systems, remote support tools, and ITIL framework.

· Strong communication skills for conveying technical details to non-technical users.

· Proven leadership experience in managing large teams, focusing on customer satisfaction.

· Ability to manage multiple tasks in a high-paced environment.

· Leadership qualities to coach, mentor, and motivate the team.

· Flexibility to work in rotational shifts.

· Certifications (preferred): ITIL Foundation, CompTIA A+, HDI certifications

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.