Service Desk Lead

4 days ago

Manchester, New Hampshire, United Kingdom Cognizant Full time
Service Desk Lead Opportunity

Cognizant Infrastructure Services is seeking a skilled Service Desk Lead to join our team. As a Service Desk Shift Lead, you will be part of a Global Service Desk providing 24/7/365 support.

Key Responsibilities
  • Monitor service levels and dashboards to ensure timely resolution of tickets in line with SLAs.
  • Allocate work efficiently and fairly amongst team members.
  • Identify trends in tickets and take swift action in accordance with policy and procedure.
  • Attend bridge and departmental meetings as GSD representative as required.
  • Implement comprehensive onboarding and training sessions for new starters.
  • Organize knowledge transfer sessions with technical SMEs and ensure appropriate documentation is distributed to the team.
  • Understand the financial impact of team activities.
  • Monitor performance against standards and expectations.
  • Perform regular audits in accordance with policy and procedure.
  • Work through ticket backlog to reduce active ticket count.
Essential Qualifications and Skills
  • Good experience in a Service Desk role with leadership or supervisory responsibilities.
  • Proven ability to train, mentor, and support team members.
  • Attention to detail and ability to meet tight deadlines.
  • Competent in risk mitigation and issue resolution.
  • Maintain composure in a fast-paced, high-pressure environment.
  • Strong understanding of business needs and prioritization of issues.
  • Ownership and resolution of issues.
  • Strong knowledge of IT service management (ITSM) principles, processes, and tools.

Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.

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