Cognizant is seeking an End User Computing Service Delivery Manager for a full-time opportunity in Dearborn, MI(onsite).
Benefits : Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Disclaimer: The 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.
Responsibilities:
· Lead and manage a team of IT support professionals, including Service Desk, Tech Lounge and desktop support staff.
· Manage the engagement and governance review meetings.
· Ensure timely resolution of end-user service issues and problems, minimizing downtime and disruption.
· Oversee the delivery and support of end-user services, ensuring high levels of user satisfaction and operational efficiency. This includes Service Desk, Deskside support and Remote end user monitoring.
· Manage the maintenance and upgrades of end-user infrastructure, including hardware, software, and network components.
· Work with external vendors to procure and manage end-user hardware and software solutions.
· Utilize the tools for performance management of End User Services. Ensure that end-user services comply with security policies and regulatory requirements. Identify and implement improvements to end-user services and infrastructure to enhance efficiency and user experience.
· Ensure compliance with company policies, procedures, and quality standards throughout the project lifecycle.
· Provide mentorship and guidance to junior team members, helping them develop their skills and advance their careers.
· Utilize expertise in delivery management to solve complex technical problems. Work on problem management to see how we can reduce repetitive issues.
· Leverage Gen AI solutions to implement automated resolutions/ Proactive resolutions
Qualifications:
· 12 plus years of Service Desk experience
· Over 3 years of Delivery Management experience
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