Service Desk Team Lead - 24x7 ITIL & Incident Management

Cognizant Softvision, LLC; Taguig; On-site; PHP 600,000 - 800,000; Full time

Job summary

Cognizant Softvision, LLC is seeking a Service Desk Shift / Team Lead to oversee a Level 1–2 incident and service request handling team in a 24x7 environment. The role emphasizes ITIL-aligned incident management, knowledge sharing, and continuous improvement, while ensuring adherence to security and compliance requirements.

The candidate will manage CSAT-driven actions, coordinate with vendors, and contribute to process changes and induction programs for new hires, fostering a high-performing

Qualifications

• Must have 3+ years in 24x7 operations, preferably in international voice support.
• ITIL knowledge and standard incident lifecycle experience.
• Ability to manage incidents, change requests, and CSAT feedback.
• Strong communication and customer management skills.
• Willing to work in a 24x7 environment.

Responsibilities

• Lead a Service Desk team handling incidents and service requests.
• Manage incident life cycle per ITIL/BIC framework.
• Coordinate with resolver groups and vendors.
• Monitor SLAs/KPIs and drive CSI.
• Develop induction documents for new joiners and ensure successful onboarding.
• Mentor team and conduct performance reviews.

Skills

Communication skills

Leadership

24x7 operations

Incident management

Change management

Customer service

Team mentoring

Onsite presence

Problem solving

Education

Science/Technical Diploma or Graduation

B.E./Diploma/ Any Graduation

ITIL certification preferred

Tools

ServiceNow

Remedy

Siebel

Clarify

CA Helpdesk

VNC

DameWare

NetMeeting

Microsoft SharePoint

Active Directory

Job description

Cognizant Softvision, LLC is seeking a Service Desk Shift / Team Lead to oversee a Level 1–2 incident and service request handling team in a 24x7 environment. The role emphasizes ITIL-aligned incident management, knowledge sharing, and continuous improvement, while ensuring adherence to security and compliance requirements.

The candidate will manage CSAT-driven actions, coordinate with vendors, and contribute to process changes and induction programs for new hires, fostering a high-performing