Job Summary

As a Technical Lead with 5 to 7 years of experience you will play a pivotal role in overseeing the Service Desk App Support team. You will ensure seamless operations in a hybrid work model focusing on day shifts. Your expertise will drive the teams success enhancing customer satisfaction and contributing to the companys mission of delivering exceptional service.

Responsibilities

• Oversee the daily operations of the Service Desk App Support team to ensure efficient and effective service delivery.
• Provide technical guidance and support to team members fostering a collaborative and productive work environment.
• Monitor and analyze service desk performance metrics to identify areas for improvement and implement strategic solutions.
• Coordinate with cross-functional teams to resolve complex technical issues and enhance service quality.
• Develop and maintain comprehensive documentation of processes and procedures to ensure consistency and compliance.
• Implement best practices for incident management and problem resolution to minimize downtime and enhance user experience.
• Lead initiatives to optimize service desk tools and technologies ensuring alignment with industry standards and company goals.
• Facilitate training sessions and workshops to enhance team skills and knowledge promoting continuous learning and development.
• Engage with stakeholders to gather feedback and insights driving improvements in service delivery and customer satisfaction.
• Ensure adherence to service level agreements and company policies maintaining high standards of service excellence.
• Collaborate with IT teams to support system upgrades and deployments ensuring minimal disruption to operations.
• Champion a customer-centric approach prioritizing user needs and delivering exceptional support experiences.
• Contribute to strategic planning and decision-making processes aligning service desk objectives with organizational goals.

Qualifications

• Possess a strong background in Service Desk App Support with proven experience in managing technical teams.
• Demonstrate expertise in incident management and problem resolution with a focus on delivering high-quality support.
• Exhibit excellent communication and interpersonal skills fostering positive relationships with team members and stakeholders.
• Show proficiency in using service desk tools and technologies with a commitment to continuous improvement.
• Display strong analytical and problem-solving abilities with a keen eye for identifying and addressing operational challenges.
• Hold a bachelors degree in Information Technology Computer Science or a related field enhancing technical credibility.

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.