Deskside Services Lead

Cognizant; Alpharetta (GA); On-site; USD 90,000 - 115,000; Full time

Job summary

Cognizant is hiring a Deskside Services Lead in Alpharetta, GA (onsite). You will manage end-user device support, imaging, and incident resolution while leading a team and ensuring SLA/KPI adherence.

The role emphasizes collaboration with ITSM tools and enterprise security practices to maintain a reliable, secure desktop environment. The position requires strong communication, VIP stakeholder handling, and hands-on expertise with Windows, macOS, AD/Entra, SCCM, and MDM.

Qualifications

• Windows 10/11 and macOS troubleshooting and administration (L2 level).
• Hardware diagnostics and repair for laptops, desktops, printers, and peripherals.
• Microsoft 365, Active Directory/Entra ID, Intune/SCCM (endpoint management and imaging).
• Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN).
• Remote support tools and mobile device support (iOS/Android, MDM).
• Endpoint security basics (antivirus/EDR, encryption such as BitLocker, patching).
• Service management
• ITIL practices: incident, problem, change, request, and asset/configuration management
• SLA/KPI management, reporting, and dashboarding
• Vendor and warranty management
• Leadership and people management
• Team management, rostering, and capacity planning
• Coaching, performance management, and conflict resolution
• Escalation and major-incident management under pressure
• Decision-making and prioritization

Skills

Windows

macOS

SCCM

Active Directory

SLA/KPI

ITIL

ServiceNow Reporting

Team Management

Hardware diagnostics

Dell/Lenovo/Chromebook

Networking basics

MDM

Endpoint security

ITSM tools

Incident/Problem/Change management

Vendor management

Leadership

Roster planning

Coaching

Conflict resolution

Escalation management

Decision-making

Tools

ServiceNow

Remedy

Jira Service Management

Job description

About the group:

Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

Role: Deskside Services Lead

Location: Cincinnati OH/ Stamford CT/ Alpharetta GA

Mandatory skills:

MAC, Windows, SCCM, Active Directory , SLA/KPI, ITIL, ServiceNow Reporting, Team Management, Good Expertise Dell, Lenovo and Chromebook

• - Windows 10/11 and macOS troubleshooting and administration (L2 level)
• - Hardware diagnostics and repair for laptops, desktops, printers, and peripherals
• - Microsoft 365, Active Directory/Entra ID, Intune/SCCM (endpoint management and imaging)
• - Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN)
• - Remote support tools and mobile device support (iOS/Android, MDM)
• - Endpoint security basics (antivirus/EDR, encryption such as BitLocker, patching)
• - Service management
• - ITSM tool proficiency (ServiceNow, Remedy, Jira Service Management, or equivalent)
• - ITIL practices: incident, problem, change, request, and asset/configuration management
• - SLA/KPI management, reporting, and dashboarding
• - Vendor and warranty management
• - Leadership and people management
• - Team management, rostering, and capacity planning
• - Coaching, performance management, and conflict resolution
• - Escalation and major-incident management under pressure
• - Decision-making and prioritization

Soft skills

• - Strong customer-service orientation, including handling VIP and executive users
• - Clear written and verbal communication with technical and non-technical audiences
• - Stakeholder management and cross-team collaboration
• - Documentation and knowledge management discipline

Compensation

We are offering between $90,000 – $115,000. Applications will be accepted until Nov 6, 2026.Cognizant will only consider applicants for this position who are legally authorized to work in US without requiring employer sponsorship, now or at any time in the future.

Disclaimer

The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.