Service Desk Manager

Cognizant CIS

About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to be responsible for the business in a secure environment.

Job title: Service Desk

Job Summary

We are seeking an expert Infra. Technology Specialist with 6 to 10 years of experience to join our team. The ideal candidate will have expertise in Incident Management Service Desk and Service Desk - UAM. This role is hybrid requiring a blend of remote and on-site work during day shifts. Travel is not required.

Responsibilities

• Manage and oversee the incident management process to ensure timely resolution of technical issues.
• Provide expert support for the service desk ensuring high levels of customer satisfaction.
• Implement and maintain the Service Desk
• UAM work model to streamline user access management.
• Collaborate with cross-functional teams to identify and resolve system issues.
• Develop and maintain documentation for incident management and service desk processes.
• Monitor system performance and proactively address potential issues.
• Train and mentor junior team members on best practices and procedures.
• Conduct regular reviews of incident management and service desk metrics to identify areas for improvement.
• Ensure compliance with company policies and industry regulations.
• Participate in the development and implementation of IT policies and procedures.
• Provide technical support and guidance to end-users and stakeholders.
• Assist in the development of disaster recovery and business continuity plans.
• Stay current with industry trends and emerging technologies to continuously improve service delivery.

Qualifications

• Possess strong expertise in incident management and service desk operations.
• Demonstrate proficiency in the Service Desk
• UAM work model.
• Exhibit excellent problem-solving and analytical skills.
• Have strong communication and interpersonal skills.
• Show ability to work independently and as part of a team.
• Display a commitment to continuous learning and professional development.

Salary and Other Compensation:

Applications will be accepted until April 4th, 2025.

The base annual salary for this position is between $49,001 to $107,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits 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.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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