AI-Driven Service Desk Lead, Guadalajara Onsite

Cognizant; Región Centro; On-site; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Competitive benefits

Salary package

Job summary

Cognizant is seeking an experienced IT service desk professional to join a dynamic, on-site team in Guadalajara. You will handle incident management, request fulfillment, knowledge management and service reporting while leveraging AI-supported tools to optimize service delivery.

The role requires +4 years of enterprise IT support experience and advanced English, with a 100% on-site presence at our Guadalajara offices and rotating shifts from Monday to Friday.

Qualifications

• +4 years of progressive experience in enterprise service desk or IT support environments.
• Hands-on expertise in service desk practices including incident management, request fulfillment, knowledge management and service reporting.
• Experience with AI augmented support capabilities such as chatbots, virtual assistants, automated classification and knowledge recommendation engines in production.
• Track record of driving continuous improvement initiatives using metrics, user feedback and structured problem solving to enhance service quality and efficiency.
• Advanced English is a must.

Skills

Service desk experience

Incident management

Request fulfillment

Knowledge management

Service reporting

AI augmented support

Continuous improvement

Advanced English

Tools

ITSM tools

Job description

Cognizant is seeking an experienced IT service desk professional to join a dynamic, on-site team in Guadalajara. You will handle incident management, request fulfillment, knowledge management and service reporting while leveraging AI-supported tools to optimize service delivery.

The role requires +4 years of enterprise IT support experience and advanced English, with a 100% on-site presence at our Guadalajara offices and rotating shifts from Monday to Friday.