Service Desk Shift Lead

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

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

Qualifications

• Possess +4 years of progressive experience in enterprise service desk or IT support environments with proven responsibility for managing or coordinating complex service operations.
• Demonstrate deep hands on expertise in service desk practices including incident management request fulfillment knowledge management and service reporting within modern IT service management tools.
• Exhibit practical experience working with AI augmented support capabilities such as chatbots virtual assistants automated classification and knowledge recommendation engines in a production environment.
• Maintain a track record of driving continuous improvement initiatives using metrics user feedback and structured problem solving methods to enhance service quality and operational efficiency.

ADVANCED ENGLISH IS A MUST

100% on site role in our offices in Guadalajara.

Availability to work rotating shifts (Monday to Friday)

Why Cognizant?

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies

We are committed to respecting human rights and build a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

At Cognizant we believe than our culture make us stronger!