Global IT Service Desk Lead - 24x7 Ops & Automation

Cognizant; Des Moines (IA); On-site; USD 90,000 - 130,000; Full time

Job summary

Cognizant Des Moines is seeking an IT Service Desk Lead to direct a 24x7 global service desk supporting enterprise users across multiple locations. You will drive service delivery, governance, and incident management while leading a team of 20+ analysts.

The role requires a strong ITIL background and proven leadership in a fast-paced environment. You will also oversee performance metrics, reporting, and continuous improvement initiatives to optimize operations and customer satisfaction.

Qualifications

• Experience leading a 24x7 IT service desk and managing 20+ analysts.
• Proven track record in ITIL-based service management and KPI delivery.
• Strong stakeholder management and executive communication.
• Experience with global service desk operations and incident management.

Responsibilities

• Lead daily operations of the IT Service Desk, supporting enterprise users globally.
• Ensure adherence to SLAs, KPIs, OLAs, and customer experience targets.
• Manage incident, request, problem, and major incident processes per ITIL practices.
• Act as primary escalation point for critical/high-priority incidents.

Skills

Leadership

Stakeholder management

Communication

Problem solving

Analytical skills

Continuous improvement

Tools

ServiceNow

Microsoft 365

Azure AD

Active Directory

Remote support tools

Job description

Cognizant Des Moines is seeking an IT Service Desk Lead to direct a 24x7 global service desk supporting enterprise users across multiple locations. You will drive service delivery, governance, and incident management while leading a team of 20+ analysts.

The role requires a strong ITIL background and proven leadership in a fast-paced environment. You will also oversee performance metrics, reporting, and continuous improvement initiatives to optimize operations and customer satisfaction.