Cognizant

Desktop Support Manager

Cognizant$90K — $115K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of experience in Desktop Support management
  • Proficient with Windows operating systems
  • Familiar with ServiceNow ITSM for incident management
  • Strong background in hardware support and troubleshooting
  • Excellent communication and collaboration skills
  • Ability to analyze trends and implement process improvements

Responsibilities

  • Manage the end-to-end delivery of Desktop Support Services
  • Coordinate incident management activities through ServiceNow
  • Analyze trends to implement preventive actions
  • Monitor service performance metrics for quality improvements
  • Guide field services for consistent onsite support
  • Oversee hardware and software support for office users
  • Document operational procedures and knowledge articles

Benefits

  • Health, dental, and vision insurance
  • 401(k) retirement plan with company match
  • Paid time off and holiday leave
  • Employee wellness programs
  • Professional development and training opportunities
Full Job Description
Role: Desktop Support Manager

Location: Boston, MA

Mandatory skills: Desktop Support, Windows Support, ServiceNow ITSM, Hardware Support

-Manage end to end delivery of Desktop Support Services to ensure stable and predictable technology environments for business stakeholders

-Coordinate day to day ServiceNow incident management activities for Desktop Support to achieve timely resolution of user issues and adherence to service targets

-Analyze incident trends and recurring problems to drive preventive actions that reduce business disruptions and improve overall system reliability

-Monitor service performance metrics to identify gaps and initiate improvement actions that enhance service quality and user satisfaction

-Guide field services partners to ensure consistent on site support quality, accurate ticket handling, and clear documentation of actions taken

-Oversee desktop support activities covering hardware, operating systems, collaboration tools, and enterprise applications for office based users

-Implement standardized processes for request fulfillment, access setup, and device onboarding to provide a smooth experience for new and existing colleagues

-Document operational procedures, work instructions, and knowledge articles so that support teams can resolve issues quickly and consistently

-Engage with business users to understand pain points, gather feedback, and translate operational insights into practical improvement initiatives

-Coordinate with asset management and configuration teams to maintain accurate inventories and support traceability of devices and related services

-Perform periodic health checks on critical workplace services and escalate risks in advance to avoid unplanned outages and productivity loss

-Drive compliance with internal policies and regulatory requirements by following defined controls and maintaining auditable operational records

Applications will be accepted until 7/24/2026

The annual salary for this position is between $90,000- $115,000 depending on experience and other qualifications of the successful candidate.

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.

*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

About Cognizant

TriZetto is Powering Integrated Healthcare Management. With technology solutions touching more than half the U.S. population today, TriZetto is uniquely positioned to drive the convergence of core benefit administration, care management and constituent engagement. TriZetto provides premier information technology solutions that enable payers and other constituents in the healthcare supply chain to improve the coordination of benefits and care for healthcare consumers.

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Learn more about Cognizant
Size
340,400 employees
Market Cap
$28.7 billion
Industry
Net Income
$1.3 billion
Founded
1994
5 Year Trend
+6.5%
Revenue
$16.6 billion
NASDAQ

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