IT Service Desk Queue Lead - SLA & ITIL Expert

Cognizant; Des Moines (IA); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant in Des Moines, IA is seeking an IT Service Desk Queue Specialist to manage incident and service request queues within a large enterprise environment. The role emphasizes ITIL-driven processes, ManageEngine ServiceDesk Plus administration, and KPI reporting to improve first contact resolution and reduce resolution times.

You'll work in a hybrid model, coordinating across Service Desk, infrastructure, security, and vendor teams, with a focus on governance, escalation management, and

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, or equivalent experience.

Responsibilities

• Monitor and govern Incident, Service Request, and Task queues in ServiceDesk Plus.
• Track KPIs: FCR, MTTR, MTTR, SLA Compliance, Queue Throughput.
• Coordinate escalations across Service Desk, Infrastructure, Network, Cybersecurity, Applications, and Vendors.
• Administer queue configurations, workflows, and notification settings.
• Generate daily/weekly/monthly operational reports and dashboards.
• Support CSI and process improvement initiatives.

Skills

ITIL knowledge

Stakeholder communication

Analytical skills

Problem-solving

Education

Bachelor's Degree in IT / CS / BIS

Tools

ManageEngine ServiceDesk Plus

Power BI

Job description

Cognizant in Des Moines, IA is seeking an IT Service Desk Queue Specialist to manage incident and service request queues within a large enterprise environment. The role emphasizes ITIL-driven processes, ManageEngine ServiceDesk Plus administration, and KPI reporting to improve first contact resolution and reduce resolution times.

You'll work in a hybrid model, coordinating across Service Desk, infrastructure, security, and vendor teams, with a focus on governance, escalation management, and