Lead Field Services Engineer

Cognizant is seeking a Lead Field Services Engineer for a full-time opportunity in New York City, NY

• Lead Field Services operations across multiple customer locations.
• Ensure consistent delivery of onsite support for laptops, desktops, Mac devices, mobile devices, peripherals, printers/MFDs, meeting-room technology, and Smart Hands activities.
• Ensure service delivery aligns with defined SLAs, KPIs, XLAs and customer expectations.
• Act as the regional escalation point for critical incidents, service disruptions and operational issues.
• Coordinate with Service Desk, infrastructure teams, client support organizations and third-party vendors for effective issue resolution.
• Establish and maintain operational governance across assigned regional locations.
• Conduct regular service and operational reviews.
• Monitor ticket volumes, backlog, aging incidents and service-request fulfillment.
• Track operational risks and drive mitigation and improvement actions.
• Ensure adherence to ITIL processes including Incident, Request, Change, Problem and Asset Management.
• Present service performance, risks, mitigation plans and improvement initiatives during governance meetings.
• Provide leadership, coaching and mentoring to the regional Field Services organization.
• Support staffing, resource planning, onboarding and workforce optimization.
• Serve as a primary regional point of contact for client leadership and service stakeholders.
• Build effective relationships with regional business leaders, IT teams and vendor partners.
• Support executive communications and service-performance reporting.

Qualifications:

Experience working as a lead with Windows and macOS endpoint support, Microsoft 365, endpoint management, hardware/software troubleshooting.

Experience with conferencing technology, printers/MFDs, device provisioning, networking-related coordination and onsite Smart Hands support.

The salary range for this role is between $99,000 and $112,000 depending on skills and qualifications of the candidate. Applications will be accepted till 11/12/2026.