Deskside Services Lead: IT Support & Team Leadership

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

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.