Desktop Support Manager

About The Group

Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS) drives core modernization holistically across layers to accept digital transformation. We help customers transform their infrastructure and workplace to meet the evolving needs of the digital era, delivering key results through cloud-driven modernization and workplace and operational transformation in a secure environment.

Role

Desktop Support Manager

Mandatory Skills

• Desktop Support
• Windows Support
• ServiceNow ITSM
• Hardware Support

Responsibilities

• Manage end-to-end delivery of Desktop Support Services to ensure stable and predictable technology environments for business stakeholders
• Coordinate day-to-day ServiceNow incident management activities for Desktop Support to achieve timely resolution of user issues and adherence to service targets
• Analyze incident trends and recurring problems to drive preventive actions that reduce business disruptions and improve overall system reliability
• Monitor service performance metrics to identify gaps and initiate improvement actions that enhance service quality and user satisfaction
• Guide field services partners to ensure consistent on-site support quality, accurate ticket handling, and clear documentation of actions taken
• Oversee desktop support activities covering hardware, operating systems, collaboration tools, and enterprise applications for office-based users
• Implement standardized processes for request fulfillment, access setup, and device onboarding to provide a smooth experience for new and existing colleagues
• Document operational procedures, work instructions, and knowledge articles so that support teams can resolve issues quickly and consistently
• Engage with business users to understand pain points, gather feedback, and translate operational insights into practical improvement initiatives
• Coordinate with asset management and configuration teams to maintain accurate inventories and support traceability of devices and related services
• Perform periodic health checks on critical workplace services and escalate risks in advance to avoid unplanned outages and productivity loss
• Drive compliance with internal policies and regulatory requirements by following defined controls and maintaining auditable operational records

Qualifications

Not specified

Skills

• Not specified

Benefits

Not specified

Pay

The annual salary for this position is between $90,000 - $115,000 depending on experience and other qualifications of the successful candidate.

Schedule

Not specified