Global Service Desk Lead - Incident Response & Team Coaching

Cognizant; Buenos Aires; Hybrid; ARS 1,200,000 - 1,800,000; Full time

Job summary

Cognizant is seeking a Service Desk Team Leader to steer a global Service Desk within a Digital Workplace context. You will oversee daily operations, coach a high-performing team, and act as the primary escalation point for complex incidents to ensure service continuity.

You will collaborate with support, engineering, field services, vendors, and business stakeholders to drive quality, SLA adherence, and continuous improvement in a hybrid work environment.

Qualifications

• Experience leading Service Desk, Command Center, Help Desk, or Digital Workplace support teams in an enterprise environment.
• Strong knowledge of IT Service Management (ITSM) processes, including incident, request, escalation, queue, and SLA management.
• Proven experience handling major incidents, service-impacting events, and escalation management.
• Experience supporting Windows environments and Microsoft 365 technologies, including Teams, Outlook, SharePoint, and OneDrive.
• Knowledge of virtual desktop technologies such as Citrix, VDI, and Remote Desktop Services (RDS).
• Understanding of identity and access management processes, including MFA, account administration, and access requests.
• Experience monitoring operational performance metrics and using data to drive service improvements.
• Strong leadership, coaching, communication, stakeholder management, and decision-making skills.
• Ability to thrive in a fast-paced, global support environment while managing multiple priorities.

Responsibilities

• Lead the day-to-day operations of a global Service Desk team, ensuring adequate coverage, workload balancing, and effective queue management.
• Provide coaching, mentoring, and performance feedback to team members while fostering a customer-centric culture and operational excellence.
• Serve as the primary escalation point for complex, high-priority, or service-impacting incidents and requests.
• Coordinate response efforts during service disruptions, outages, and major incidents, ensuring timely engagement of technical teams and stakeholders.
• Monitor service levels, ticket backlogs, SLA performance, and operational metrics, taking proactive action to mitigate risks and maintain service quality.
• Ensure ticket quality, documentation standards, and communication practices are consistently maintained across the team.
• Partner with Field Services, vendors, and resolver groups to drive efficient incident resolution and service restoration.
• Facilitate effective shift handovers and support a global follow-the-sun operating model.
• Promote knowledge management, self-service adoption, automation initiatives, and continuous improvement opportunities.
• Support onboarding, training, and operational readiness activities for new team members.

Skills

Service desk leadership

ITSM processes

Major incidents handling

Windows & Microsoft 365

VDI / Citrix

IAM / MFA

Performance metrics

Leadership & communication

multitasking in global support

Job description

Cognizant is seeking a Service Desk Team Leader to steer a global Service Desk within a Digital Workplace context. You will oversee daily operations, coach a high-performing team, and act as the primary escalation point for complex incidents to ensure service continuity.

You will collaborate with support, engineering, field services, vendors, and business stakeholders to drive quality, SLA adherence, and continuous improvement in a hybrid work environment.