Job Summary
**Responsibilities**:
Lead end user support operations for remote and onsite Windows based desktops to ensure timely and high quality service for business stakeholders across the enterprise.
Coordinate complex incident handling and request fulfillment through structured IT service management practices that drive predictable and reliable outcomes.
Define and enhance service workflows in the IT service management platform to streamline ticket triage prioritization and resolution for the support team.
Oversee configuration and maintenance of Windows operating systems and core productivity tools to maintain secure and compliant end user environments.
Provide advanced technical escalation support for remote desktop tools user profiles and peripheral devices to minimize downtime and user disruption.
Document standard operating procedures troubleshooting playbooks and knowledge articles so that the support team can resolve issues efficiently and consistently.
Monitor service performance metrics such as response time resolution time and user satisfaction scores to identify trends and improvement opportunities.




Coordinate planned maintenance and change activities impacting user desktops ensuring appropriate communication validation and rollback planning.
Align technical decisions with organizational policies and regulatory expectations particularly where systems support life and annuities insurance processes.
Mentor support engineers by sharing technical guidance and practical troubleshooting techniques that raise overall team capability and confidence.
Support continuous improvement initiatives by evaluating new tools automation options and methods that enhance productivity and service reliability.
**Qualifications**:
Bring proven experience in remote desktop support including remote tools login issues profile management and connectivity troubleshooting.
Show familiarity with life and annuities insurance concepts so that technical solutions align with policy administration claims and customer service operations.
Communicate clearly with technical and nontechnical stakeholders using structured updates and documentation to support efficient decision making.
Exhibit ability to work effectively in a hybrid work model managing time collaboration and priorities across remote and office based interactions.

📌 Technical Lead (Polanco)
🏢 Cognizant
📍 Polanco