Service Desk Manager / Lead

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

Job summary

Cognizant in Des Moines, IA is seeking an IT Service Desk Lead to direct a 24x7 global service desk supporting enterprise users across locations. The role emphasizes service delivery excellence, incident management, and continuous improvement through automation.

The candidate will lead a team of 20+ analysts, manage SLAs, and report on performance to stakeholders. Experience required: 8–10 years in service desk leadership; strong ITIL, governance, and stakeholder management skills; ITSM

Qualifications

• ITIL-based service desk leadership experience.
• Experience leading 24x7 global service desk operations.

Responsibilities

• Lead daily operations of the IT Service Desk supporting enterprise users globally.
• Ensure adherence to SLA, KPIs, OLAs, and customer experience targets.
• Manage incident, request, problem, and major incident processes in line with ITIL practices.
• Act as the primary escalation point for critical/high-priority incidents.
• Monitor queue health, workload distribution, and workforce utilization.
• Conduct regular team huddles, coaching, and performance reviews.
• Drive customer satisfaction and continuous improvement initiatives.
• Prepare and present weekly, monthly, and quarterly service reports.
• Drive automation and knowledge management initiatives.
• Maintain documentation, SOPs, and runbooks.

Skills

ServiceNow

ITIL

Incident management

Change management

Knowledge management

Azure AD

Microsoft 365

Remote support

Reporting & analytics

Multichannel support

Tools

ServiceNow

Job description

Job Description – IT Service Desk Lead/Manager

Position Title IT Service Desk Lead

Location – Des Moines, IA

Experience - 8–10 Years

Team Size 20+ Service Desk Analysts and Senior Analysts

Job Summary

The IT Service Desk Lead is responsible for leading and managing a 24x7 global IT Service Desk operation supporting end users across multiple locations. The role is accountable for service delivery excellence, SLA compliance, team leadership, customer satisfaction, incident management, continuous service improvement, and operational governance. The Service Desk Lead acts as the primary escalation point for critical issues and drives operational efficiency through process optimization, automation, and knowledge management initiatives.

Key Responsibilities

Service Delivery & Operations

• Lead daily operations of the IT Service Desk supporting enterprise users globally.
• Ensure adherence to contractual SLAs, KPIs, OLAs, and customer experience targets.
• Manage incident, request, problem, and major incident processes in accordance with ITIL practices.
• Act as the primary escalation point for critical and high-priority incidents.
• Ensure timely resolution and customer communication for service-impacting issues.
• Monitor queue health, workload distribution, and workforce utilization.

Team Leadership

• Manage a team of approximately 20 Service Desk professionals.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Drive employee engagement, motivation, and career development initiatives.
• Identify skill gaps and execute training and development plans.
• Manage staffing, shift planning, leave management, and resource allocation.

Customer & Stakeholder Management

• Serve as the primary operational interface for customer stakeholders.
• Participate in operational reviews, governance meetings, and customer escalation calls.
• Build strong relationships with business users, resolver groups, and third-party vendors.
• Drive customer satisfaction and continuous improvement initiatives.

Reporting & Governance

• Prepare and present weekly, monthly, and quarterly service reports.
• Analyze service desk performance trends and recommend improvement actions.
• Conduct root cause analysis and publish improvement plans.
• Track and report SLA compliance, ticket trends, productivity, and customer satisfaction metrics.

Continuous Improvement & Automation

• Identify opportunities for service improvement and automation.
• Enhance knowledge management processes and maintain knowledge articles.
• Drive self-service adoption, shift-left initiatives, and ticket reduction strategies.
• Participate in transition, transformation, and process-improvement programs.

Quality & Compliance

• Ensure adherence to ITIL best practices and organizational standards.
• Conduct quality audits and monitor analyst performance.
• Ensure compliance with security, audit, and regulatory requirements.
• Maintain documentation, SOPs, and operational runbooks.

Required Technical Skills

• ServiceNow or equivalent ITSM platforms
• Incident, Request, Problem, and Change Management
• Microsoft 365, Windows, Active Directory, Azure AD
• Remote Support Tools
• Knowledge Management Platforms
• Service Desk Analytics and Reporting
• Call Center / Omnichannel Support Platforms
• Basic understanding of EUC, Networking, Collaboration, and Infrastructure Services

Key Performance Indicators (KPIs)

• SLA Achievement (%)
• First Contact Resolution (FCR)
• Average Speed to Answer (ASA)
• Abandonment Rate
• Customer Satisfaction (CSAT)
• Ticket Backlog Reduction
• Knowledge Article Utilization
• Employee Satisfaction & Attrition Metrics
• Automation and Continual Improvement Deliverables

Required Soft Skills

• Strong leadership and people management
• Excellent verbal and written communication
• Executive-level stakeholder management
• Conflict resolution and escalation management
• Analytical and problem-solving skills
• Ability to perform under pressure in critical situations
• Continuous improvement mindset