Service Desk Lead - Cognizant Technology Solutions : Job Details

About us Cognizant is one of the world's leading professional services companies, redefining clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant, a member of the NASDAQ-100, is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com Cognizant consulting Within Cognizant is Cognizant Consulting, a global consulting organization delivering strategic and domain consulting through industry and technology expertise. With over 6,000 consultants worldwide, Cognizant offers high-value consulting services that improve business performance and operational productivity, lower operational expenses and enhance overall performance. Clients draw upon our deep industry expertise, program and organisational change capabilities, and analytical objectivity to help improve business productivity, drive technology-enabled business transformation and increase shareholder value. We provide a number of Business/IT Consulting Services including Business Strategy, IT Strategy & Roadmap Development, Process Re-Engineering & Transformation, Enterprise Architecture & Technology Selection, and Domain Solutions. The Cognizant Consulting team is a hard-working organization that is continually expanding our client base and increasingly being recommended by analysts such as Forrester and Gartner. And we're growing! This position is open to Qualified individuals in the United States. This position is in Worcester - MA Practice - CIS - Cloud, Infrastructure, and Security Services About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about adopting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment. •We are seeking a highly skilled Technical Lead with 6 to 10 years of experience in Service Desk Field Services & Desktop Support - Remote. The ideal candidate will have extensive knowledge in Medicare & Medicaid Claims. This hybrid role requires day shifts and may involve travel. The candidate will play a crucial role in ensuring seamless IT support and enhancing our service delivery. Responsibilities •Supervise the daily operations of the service desk and remote desktop support teams to ensure timely and effective resolution of technical issues. •Provide expert guidance and support for Medicare & Medicaid Claims to ensure compliance and accuracy in processing. •Lead the implementation of new technologies and processes to improve service desk efficiency and user satisfaction. •Coordinate with multi-functional teams to address and resolve complex technical issues related to desktop support. •Develop and maintain documentation for service desk procedures and standard processes to ensure consistency and quality of support. •Monitor and analyze service desk performance metrics to identify areas for improvement and implement corrective actions. •Ensure that all support requests are logged tracked and resolved within established SLAs. •Conduct regular training sessions for service desk and desktop support staff to enhance their technical skills and knowledge. •Collaborate with team members to understand their IT needs and provide tailored support solutions. •Manage escalations and communicate effectively with users to ensure their issues are resolved promptly. •Participate in the development and execution of disaster recovery and business continuity plans. •Stay updated with the latest industry trends and technologies to continuously improve the service desk and desktop support functions. •Travel as required to provide on-site support and training for remote teams. Qualifications •Possess a strong background in Service Desk and Desktop Support with a minimum of 6 years of experience. •Demonstrate expertise in Medicare & Medicaid Claims processing and compliance. •Have excellent problem-solving and analytical skills to address complex technical issues. •Exhibit strong communication and interpersonal skills to interact effectively with users and stakeholders. •Show proficiency in using service desk management tools and software. •Display the ability to lead and mentor a team of technical support professionals. •Possess a proactive approach to identifying and resolving potential issues before they impact users. •Have experience in developing and maintaining technical documentation and training materials. •Demonstrate the ability to work in a hybrid work model and manage remote support teams effectively. •Show flexibility and willingness to travel as needed to support remote teams and users. •Hold relevant certifications such as ITIL CompTIA A+ or similar to validate technical expertise. •Exhibit a commitment to continuous learning and staying updated with industry best practices. •Have a strong understanding of IT security principles and practices to ensure the protection of sensitive information. The annual salary for this position is between $50,000 - $65,000 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant's applicable plans. Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

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

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. About us: Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, helping organizations modernize technology, reimagine processes and transform experiences, so they stay ahead in a constantly evolving world. Our dedication to diversity and inclusion: Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws. Disclaimer: Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.The Cognizant community: We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don't just dream of a better way - we make it happen.
• We take care of our people, clients, company, communities and climate by doing what's right.
• We foster an innovative environment where you can build the career path that's right for you.

About us: Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com Our commitment to diversity and inclusion: Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws. Disclaimer: Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.