Desktop Support Lead Engineer

Technical Lead

We are seeking a highly skilled Technical Lead with 12 to 14 years of experience in Desktop Support. The ideal candidate will excel in a hybrid work model providing exceptional remote support. This role requires a deep understanding of desktop support systems and the ability to drive efficiency and innovation. The candidate will play a crucial role in ensuring seamless operations and enhancing user satisfaction.

Responsibilities

• Lead the desktop support team to ensure efficient and effective resolution of technical issues.
• Oversee the implementation of desktop support processes and procedures to enhance service delivery.
• Provide expert guidance and support to team members in troubleshooting and resolving complex technical problems.
• Collaborate with cross-functional teams to identify and implement improvements in desktop support services.
• Develop and maintain documentation for desktop support processes and best practices.
• Monitor and analyze support metrics to identify trends and areas for improvement.
• Ensure compliance with company policies and industry standards in all desktop support activities.
• Drive initiatives to enhance user experience and satisfaction with desktop support services.
• Coordinate with vendors and suppliers to ensure timely delivery of hardware and software resources.
• Facilitate training sessions for team members to enhance their technical skills and knowledge.
• Implement security measures to protect company data and systems from unauthorized access.
• Evaluate new technologies and tools to improve desktop support capabilities and efficiency.
• Report on team performance and project status to senior management.

Qualifications

• Possess extensive experience in desktop support and troubleshooting.
• Demonstrate strong problem-solving skills and the ability to work under pressure.
• Exhibit excellent communication and interpersonal skills.
• Have a proven track record of leading and managing technical teams.
• Show proficiency in remote desktop support tools and technologies.
• Display a strong understanding of ITIL processes and frameworks.
• Hold relevant certifications in desktop support or related fields.

Certifications Required

• CompTIA A+ Microsoft Certified: Modern Desktop Administrator Associate

What We Offer

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents —from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

About Us

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world.

Other employment-related information

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, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

While our system allows applications in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes. Further, for roles located in Quebec, professional English proficiency is required to communicate with our global clients.