Service Desk Lead

**Service Desk Lead**



**Work location:** 100% onsite at Cognizant Tokyo office



- 1 min walk from Hanzomon station



- 4 min walk from Kojimachi station



**Language requirement:** Business level English and Japanese (N1 – N2 level)



**Responsibilities:**



· Manage all activities in the Delivery center



· Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and make sure they are aligned



· Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM Workforce Management)



· Ensures process changes are implemented



· Implement performance reporting for all the SLAs and KPIs and ensure adherence to the SLAs.



· Reviews and follows-up on ticket-based Cust...