Senior Service Desk Lead - North America (Onsite)

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

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid time off

401(k) plan

Disability insurance

Parental leave

Employee stock purchase plan

Job summary

Cognizant Technology Solutions Corporation is seeking a Service Desk Lead for North America, onsite in Wayzata, MN. You will lead day-to-day delivery across North America, drive performance against SLA/XLA metrics, and coordinate major escalations with global teams and vendors.

You will help steer service health, knowledge management, and continuous improvement initiatives, with a focus on reducing incident volumes and improving customer satisfaction.

Qualifications

• 16 to 20 years of relevant professional experience aligned with the role responsibilities and technology scope.
• Strong communication, documentation, analytical problem-solving, and stakeholder-management skills.

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

Stakeholder mgmt

Service Desk KPIs

Governance & risk

Automation awareness

Job description

Cognizant Technology Solutions Corporation is seeking a Service Desk Lead for North America, onsite in Wayzata, MN. You will lead day-to-day delivery across North America, drive performance against SLA/XLA metrics, and coordinate major escalations with global teams and vendors.

You will help steer service health, knowledge management, and continuous improvement initiatives, with a focus on reducing incident volumes and improving customer satisfaction.