Onsite Service Desk Lead – Utilities Support, Poughkeepsie

Cognizant; City of Poughkeepsie (NY); Vor Ort; USD 79.000 - 105.000; Vollzeit

Benefits dieser Stelle

Discretionary annual incentive program

Zusammenfassung

Cognizant is seeking a Service Desk Lead in Poughkeepsie, NY, onsite. Lead end-to-end service desk and field services for utilities clients, ensuring timely incident resolution and asset management.

Focus on performance, user experience, and aligned processes for sustained operations. Responsibilities include managing queues, coordinating field support, enforcing SOPs, and collaborating with stakeholders to improve reliability and customer satisfaction.

Qualifikationen

• Experience leading service desk and field services for complex environments.
• Ability to resolve incidents quickly while meeting SLAs.
• Knowledge of utilities domain and end user support processes.

Aufgaben

• Oversee daily service desk operations to ensure consistent high-quality support.
• Coordinate field services to provide onsite support for critical infrastructure.
• Manage asset records and lifecycle actions for hardware and software.
• Monitor queues and prioritize issues by business impact.
• Implement standard operating procedures for support teams.
• Collaborate with stakeholders to translate needs into actions.
• Analyze performance data to drive improvements in reliability.
• Guide team members on complex utilities-related scenarios and escalations.
• Coordinate with upstream and downstream teams to resolve cross-functional issues.
• Maintain documentation for workflows and audits.
• Ensure adherence to work-from-office and day-shift schedules.
• Promote user-centric support and adoption of new tools.

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Jobbeschreibung

Cognizant is seeking a Service Desk Lead in Poughkeepsie, NY, onsite. Lead end-to-end service desk and field services for utilities clients, ensuring timely incident resolution and asset management.

Focus on performance, user experience, and aligned processes for sustained operations. Responsibilities include managing queues, coordinating field support, enforcing SOPs, and collaborating with stakeholders to improve reliability and customer satisfaction.