Desk Side Support Lead

About the Role

This role is based in Charlotte, NC, and requires 5+ years of onsite experience. Please note, this position cannot offer visa transfer or sponsorship now or in the future.

Key Responsibilities

• Lead and supervise deskside support technicians, assigning tickets and ensuring SLAs are met
• Deliver white glove support for VIPs and executives, including priority response, proactive issue resolution, and discreet, high-touch service
• Provide hands-on support for laptop/desktop hardware and software issues (imaging, troubleshooting, patching, installs)
• Manage conference room and AV/VTC equipment (Zoom, Teams, Cisco/Poly systems), ensuring meeting readiness, including on-site support for VIP meetings and events
• Maintain accurate IT asset inventory (procurement, deployment, tracking, audits, disposal)
• Serve as the primary escalation point for technical issues and government stakeholder communication
• Ensure compliance with government IT security and data handling policies

Requirements

• 5+ years in deskside/desktop support, including 1-2 years in a lead role
• Experience supporting VIPs/executives with a high level of professionalism, discretion, and urgency
• Strong knowledge of Windows/Mac OS, Active Directory, and ITSM tools (ServiceNow, Remedy)
• Experience with AV/conferencing systems
• Familiarity with IT asset management practices
• Government support experience preferred; ability to obtain security clearance/public trust if required
• Strong communication and leadership skills

Preferred Certifications

• CompTIA A+
• ITIL Foundation
• Microsoft Modern Desktop Administrator

Application Deadline

Applications will be accepted until 8/24/2026.

Pay

The annual salary for this position is between $37,804 - $74,000, depending on experience and qualifications. This role is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contribution
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan