Service Desk Supervisor / Manager Otro

Candidates must have experience managing or supervising a service desk,
experience of business projects and strong project management skills which
have involved detailed systems analysis, demonstrated mentoring or coaching
experience, experience of implementing ITIL processes, educated to degree
level, excellent presentation/organizing skills, customer focused, able to
cope well under pressure.
This position will be responsible for managing and monitoring the service desk
team and related services, oversee and report on the day to day operational
service delivery, defining and implementing best practice using ITIL, creating
application documentation and general user documentation, staff management
application support/Helpdesk, Application Training, costs/budgeting.
 This position will have to provide guidance to the Service Desk Agents for
all aspects of the support infrastructure, ensure documentation is accurate
and up to date and will have to hold regular 1-1’s with each team member.
The Service Desk manager will also have to constantly look for improvement
oportunities both in the delivery and in the financial aspect of the service.
Will be part of a multi located and multi cultural team. Will have management
responsibilities. Will report to a local lead and a line of report to off
shore might exist as well. This resource will work at Cognizant building
- Experience working in Service Desk in a global company, for international
- Demonstrate a track record of Service Delivery in a demanding environment
- A high level of oral and written communication skills to managers,
colleagues, customers and other stakeholders
- Strong knowledge of best practice processes for Service Desk and Service
Level management
- Able to work under pressure in challenging situations in a logical manner
- Flexible in approach and be comfortable with a fluid organizational
structure that requires both team work and self sufficiency as necessary.
- Ability to lead the team by example, mentoring where required
- Excellent IT skills and the ability to interpret and analyse management
- Experience with financial management (desired)
Cognizant is a leader provider of information technology, consulting and
business process outsourcing services. Headquartered in New Jersey, Cognizant
combines a passion for client satisfaction, technology innovation, deep
industry and business process expertise, and a global, collaborative workforce
that embodies the future of work.
Visit us at or follow us on Twitter: @Cognizant
Please send your resume and desired compensation to

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