Operations Lead - EUC or Deskside Support

Role: IT Operations Lead - Infrastructure Management Services(EUC,DSS, DATACenter)

Location- Wayzata, MN OR Atlanta, GA (Onsite)

Please note, this role is not able to offer visa transfer or sponsorship now or in the future

Job Description:

The ideal candidate should demonstrate operational leadership and technical breadth, with proven experience in IT Service Delivery, customer engagement, governance, and transformation initiatives. The role requires knowledge of Desktop/Windows/Linux infrastructure, virtualization, storage, backup/disaster recovery, identity services, endpoint security, automation, and monitoring to effectively lead managed services operations and drive operational excellence.

Job Responsibilities

1. Operational Excellence

• Manage day to day operations and service delivery.

• Ensure SLA, KPI, quality, and productivity targets are achieved.

• Monitor operational performance and address process gaps.

• Drive continuous improvement and operational transformation initiatives

2. People Management

• Lead, coach, and mentor team leaders and operational teams.

• Handle workforce planning, staffing, onboarding, and succession planning.

• Conduct performance reviews and employee development activities.

• Build a culture of accountability, ownership, and collaboration

3. Client & Stakeholder Management

• Act as the primary operational contact for customers and business stakeholders.

• Conduct Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR).

• Manage escalations and customer communications.

• Build strong relationships with business and operational leadership teams.

4. Financial Management

• Manage budgets, forecasting, billing, and P&L activities.

• Drive cost optimization and operational efficiency.

• Monitor financial health and resource utilization.

• Support annual planning and forecasting exercises

5. Governance & Reporting

• Establish governance processes and review mechanisms.

• Track operational metrics and generate management reports.

• Analyze trends, risks, and improvement opportunities.

• Present operational performance to leadership

6. Risk & Compliance Management

• Identify operational risks and mitigation plans.

• Ensure compliance with company policies and standards.

• Support audit requirements and governance controls.

• Manage business continuity and operational resilience activities.

7. Process Improvement & Automation

• Analyze business processes and eliminate inefficiencies.

• Drive automation and digital transformation initiatives.

• Improve quality, productivity, and customer experience.

• Implement data driven operational improvements

Salary and Other Compensation: The annual salary for this position is between $95,000 to $110,000 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, 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 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.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.