Global Service Desk Lead – North America (Onsite)

Cognizant; Wayzata (MN); On-site; USD 119,000 - 140,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

Paid holidays + PTO

401(k) plan

Job summary

Cognizant is seeking a Service Desk Lead for North America, based onsite in Wayzata, MN. You will lead day-to-day delivery across North America, manage performance against SLAs, drive incident triage, escalation, and proactive service health monitoring.

The role requires 16–20 years of experience in enterprise service delivery, strong stakeholder management, and the ability to coordinate across distributed teams including India, LATAM, and Budapest.

Qualifications

• 16–20 years of relevant professional experience aligned with the role responsibilities and technology scope.
• Strong communication, documentation, analytical problem-solving, and stakeholder-management skills.
• Experience with enterprise service delivery, governance, risk, and change controls.
• Ability to work across geographically distributed teams, customers, and delivery partners.

Responsibilities

• Lead day-to-day Service Desk delivery across North America.
• Manage performance using SLA, XLA, customer satisfaction, quality, productivity, and backlog measures.
• Ensure effective incident intake, triage, prioritization, assignment, escalation, communication, and closure.
• Coordinate monitoring and service-health awareness to improve proactive support.
• Own major escalation coordination among the Service Desk, resolver groups, vendors, and customers.
• Drive knowledge management, first-contact resolution, shift readiness, coaching, and quality improvement.
• Analyze demand, repeat contacts, aged tickets, user feedback, and trends to identify improvements.
• Conduct service reviews and communicate risks, actions, and performance outcomes.

Skills

Client-facing communication

Stakeholder management

Service Desk KPIs

Governance & risk controls

Global coordination

AI & automation

Operations leadership

Escalation management

Job description

Cognizant is seeking a Service Desk Lead for North America, based onsite in Wayzata, MN. You will lead day-to-day delivery across North America, manage performance against SLAs, drive incident triage, escalation, and proactive service health monitoring.

The role requires 16–20 years of experience in enterprise service delivery, strong stakeholder management, and the ability to coordinate across distributed teams including India, LATAM, and Budapest.