Cognizant

Service Desk Manager / Lead

Cognizant$95K — $115K *
Information Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 8-10 years of experience in IT service desk management
  • Proficient in ITIL practices and processes
  • Experience with ServiceNow or equivalent ITSM platforms
  • Technical expertise in Microsoft 365, Windows, and Active Directory
  • Strong leadership skills with experience managing large teams
  • Excellent communication and stakeholder management abilities
  • Analytical problem-solving skills under pressure

Responsibilities

  • Lead daily operations of the global IT Service Desk
  • Ensure compliance with SLAs, KPIs, and customer experience standards
  • Manage incident and problem resolution processes following ITIL guidelines
  • Act as primary escalation point for critical incidents
  • Monitor service desk performance metrics and team workload
  • Conduct regular performance reviews and coaching sessions for team members
  • Drive continuous improvement initiatives and service optimization

Benefits

  • Opportunities for career development and training
  • Performance incentives and recognition programs
  • Flexible work schedules and shift planning management
  • Access to advanced support tools and technologies
  • Supportive team environment focused on engagement and motivation
Full Job Description
Job Description - IT Service Desk Lead/Manager

Position Title IT Service Desk Lead

Location - Des Moines, IA

Experience - 8-10 Years

Team Size 20+ Service Desk Analysts and Senior Analysts

Job Summary

The IT Service Desk Lead is responsible for leading and managing a 24x7 global IT Service Desk operation supporting end users across multiple locations. The role is accountable for service delivery excellence, SLA compliance, team leadership, customer satisfaction, incident management, continuous service improvement, and operational governance. The Service Desk Lead acts as the primary escalation point for critical issues and drives operational efficiency through process optimization, automation, and knowledge management initiatives.

Key Responsibilities

Service Delivery & Operations
  • Lead daily operations of the IT Service Desk supporting enterprise users globally.
  • Ensure adherence to contractual SLAs, KPIs, OLAs, and customer experience targets.
  • Manage incident, request, problem, and major incident processes in accordance with ITIL practices.
  • Act as the primary escalation point for critical and high-priority incidents.
  • Ensure timely resolution and customer communication for service-impacting issues.
  • Monitor queue health, workload distribution, and workforce utilization.

Team Leadership
  • Manage a team of approximately 20 Service Desk professionals.
  • Conduct regular team huddles, coaching sessions, and performance reviews.
  • Drive employee engagement, motivation, and career development initiatives.
  • Identify skill gaps and execute training and development plans.
  • Manage staffing, shift planning, leave management, and resource allocation.

Customer & Stakeholder Management
  • Serve as the primary operational interface for customer stakeholders.
  • Participate in operational reviews, governance meetings, and customer escalation calls.
  • Build strong relationships with business users, resolver groups, and third-party vendors.
  • Drive customer satisfaction and continuous improvement initiatives.

Reporting & Governance
  • Prepare and present weekly, monthly, and quarterly service reports.
  • Analyze service desk performance trends and recommend improvement actions.
  • Conduct root cause analysis and publish improvement plans.
  • Track and report SLA compliance, ticket trends, productivity, and customer satisfaction metrics.

Continuous Improvement & Automation
  • Identify opportunities for service improvement and automation.
  • Enhance knowledge management processes and maintain knowledge articles.
  • Drive self-service adoption, shift-left initiatives, and ticket reduction strategies.
  • Participate in transition, transformation, and process-improvement programs.

Quality & Compliance
  • Ensure adherence to ITIL best practices and organizational standards.
  • Conduct quality audits and monitor analyst performance.
  • Ensure compliance with security, audit, and regulatory requirements.
  • Maintain documentation, SOPs, and operational runbooks.

Required Technical Skills
  • ServiceNow or equivalent ITSM platforms
  • Incident, Request, Problem, and Change Management
  • Microsoft 365, Windows, Active Directory, Azure AD
  • Remote Support Tools
  • Knowledge Management Platforms
  • Service Desk Analytics and Reporting
  • Call Center / Omnichannel Support Platforms
  • Basic understanding of EUC, Networking, Collaboration, and Infrastructure Services

Key Performance Indicators (KPIs)
  • SLA Achievement (%)
  • First Contact Resolution (FCR)
  • Average Speed to Answer (ASA)
  • Abandonment Rate
  • Customer Satisfaction (CSAT)
  • Ticket Backlog Reduction
  • Knowledge Article Utilization
  • Employee Satisfaction & Attrition Metrics
  • Automation and Continual Improvement Deliverables

Required Soft Skills
  • Strong leadership and people management
  • Excellent verbal and written communication
  • Executive-level stakeholder management
  • Conflict resolution and escalation management
  • Analytical and problem-solving skills
  • Ability to perform under pressure in critical situations
  • Continuous improvement mindset

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.

Cognizant Careers

Join the vibrant team at Cognizant, a leading provider of information technology, consulting, and business process services. Cognizant is not just a company; it's a community where innovation, leadership, and diversity are valued and where every team member is encouraged to thrive.

Work You’ll Do

At Cognizant, we are dedicated to helping the world's leading companies build stronger businesses — not just for today but for the future. This commitment to growth and sustainability is what makes Cognizant a unique place to advance your career.

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Whether you're looking for an entry-level position or a more senior role, Cognizant offers a plethora of job opportunities that could be perfect for you. Our hiring process is designed to be transparent and engaging, ensuring that every candidate is able to showcase their skills and potential fully.

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Join a team where innovation is at the core of everything we do. Cognizant’s professionals are not just part of a company; they're part of a groundbreaking environment that combines technology, insights, and leadership to foster innovation across global industries.

Internship Programs

Kickstart your career with Cognizant’s internship programs. These opportunities allow you to gain hands-on experience, develop your professional skills, and network with experts in your field. An internship at Cognizant is a stepping stone to full-time employment and a chance to see how your studies apply in the real world.

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Cognizant is committed to the professional growth of its employees. With access to cutting-edge training, leadership programs, and diversity initiatives, you can build a career that’s equipped for the demands of tomorrow’s business landscape.

Benefits and Culture

Our employees enjoy a range of benefits designed to support their physical, financial, and emotional well-being. Cognizant’s culture is built on a foundation of respect and inclusivity, where everyone’s contribution is valued. Join us and be part of a team that celebrates diversity and is driven to make a positive impact on the world.

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Enhance your career prospects at Cognizant through our robust networking events. Prepare your resume, sharpen your interview skills, and connect with leaders across the industry to unlock new career paths. At Cognizant, we don’t just offer jobs; we offer career journeys. Be part of a team that’s committed to your long-term career growth and professional development. Join Cognizant today and be a part of our success story.
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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