Cognizant Hiring For Service Desk LEAD
- Cognizant
- 7 - 12 years
- Chennai
- 1 day ago
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Job Description
Dear Candidate,
Please find below the JD.
Service Desk Team Lead Roles & Responsibilities
1. Operational Management
- Act as the first point of escalation for complex or critical incidents.
- Ensure daily service desk operations meet SLA, FCR, AHT, and quality targets.
- Monitor ticket queues (Incidents, Requests, Problems) and prioritize based on impact and urgency.
- Manage shift schedules, attendance, and real-time floor support.
- Ensure adherence to ITIL processes and client-defined workflows.
2. Team Leadership & People Management
- Lead, mentor, and motivate service desk analysts.
- Conduct regular 1:1 meetings, performance reviews, and coaching sessions.
- Identify skill gaps and coordinate required training or refresher sessions.
- Handle team escalations, conflicts, and absenteeism professionally.
- Support onboarding of new hires and contractors.
3. Incident & Escalation Management
- Own Major Incident coordination until resolution.
- Communicate incident updates clearly to stakeholders and clients.
- Ensure RCA (Root Cause Analysis) and post-incident reviews are completed.
- Work with L2/L3 teams, vendors, and infrastructure teams to resolve issues.
4. Service Quality & Continuous Improvement
- Review quality audits and ensure corrective actions are implemented.
- Analyze trends (repeat incidents, high-volume issues) and propose improvements.
- Drive initiatives such as:
- Shift-left / self-service adoption
- Reduction of repeat tickets
- Knowledge article improvement
- Maintain and update SOPs, runbooks, and knowledge base articles.
5. Client & Stakeholder Management
- Act as the primary contact for client operational discussions.
- Participate in governance calls, service reviews, and audits.
- Prepare and present reports on performance, risks, and improvement plans.
- Address client escalations and ensure timely resolution.
6. Reporting & Governance
- Prepare daily, weekly, and monthly operational reports.
- Track SLA breaches, backlog aging, and trend analysis.
- Ensure compliance with internal, client, and security policies.
- Support internal and external audits with evidence and explanations.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Infrastructure Services - OtherEmployement Type: FreshersContact Details:
Company: CognizantLocation(s): Chennai+ View Contact
Keyskills: Team Handling People management Service desk SLA Stakeholder Management RCA Reporting
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₹ 15-18 Lacs P.A
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