Desktop Support Lead

About the role

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.

In this role you will:

• 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.

Work Model

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role's business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Atlanta, GA.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered

• 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.

Salary and Other Compensation:

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: 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.

#LI-MA #CB #Ind123