Global Service Desk Leader: Incident Response & Team Coach

Cognizant; Buenos Aires; Hybrid; ARS 1.200.000 - 2.200.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Zusammenfassung

Cognizant is seeking a Service Desk Team Leader in a hybrid role based in Buenos Aires, Argentina, to lead a global service desk team delivering Digital Workplace support across enterprise environments.

You will coach and mentor team members, manage incidents, ensure SLA compliance, and coordinate with engineering, field services, and vendors while driving continuous improvement and customer satisfaction.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Leadership

ITSM

Incident management

SLA management

Escalation management

Stakeholder management

Data-driven improvement

Communication

Tools

Citrix

VDI

Remote Desktop Services

Microsoft 365

Jobbeschreibung

Cognizant is seeking a Service Desk Team Leader in a hybrid role based in Buenos Aires, Argentina, to lead a global service desk team delivering Digital Workplace support across enterprise environments.

You will coach and mentor team members, manage incidents, ensure SLA compliance, and coordinate with engineering, field services, and vendors while driving continuous improvement and customer satisfaction.