Desktop Support Lead

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.

The Technical Lead role involves overseeing desktop support operations within a hybrid remote work model. With a focus on ensuring seamless technical assistance the candidate will manage day-to-day support activities solve issues and enhance user experience. This position requires a proactive approach to problem-solving and collaboration with multi-functional teams to drive efficiency and innovation in desktop support services.

• Lead the desktop support team in providing timely and effective technical assistance to users.
• Be responsible for the resolution of technical issues related to desktop systems ensuring minimal downtime.
• Provide guidance and mentorship to junior support staff fostering a collaborative work environment.
• Implement best practices for desktop support operations to enhance service delivery.
• Collaborate with IT teams to ensure seamless integration of new technologies and systems.
• Monitor and analyze support metrics to identify areas for improvement and optimize processes.
• Develop and maintain documentation for support procedures and solve guides.
• Ensure compliance with company policies and industry standards in all support activities.
• Coordinate with vendors and external partners to facilitate hardware and software upgrades.
• Conduct regular training sessions for users to improve their technical proficiency and self-service capabilities.
• Manage inventory of desktop hardware and software ensuring availability and proper functioning.
• Respond to user inquiries and provide solutions in a professional and efficient manner.
• Drive initiatives to enhance user satisfaction and support experience. Qualifications
• Possess deep technical skills in desktop support with a focus on remote solve.
• Demonstrate good communication and interpersonal skills to interact effectively with users and team members.
• Exhibit problem-solving abilities and a proactive approach to identifying and resolving technical issues.
• Have experience in managing and mentoring a team fostering a positive and productive work environment.
• Show proficiency in documentation and process optimization to improve support operations.
• Display knowledge of industry standards and compliance requirements in desktop support.
• Be adept at collaborating with multi-functional teams to achieve common goals.

Applications will be accepted until June 13th, 2025.

The base annual salary for this position is between $37,804 to $74,500 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: 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.