Team Lead/Supervisor Service Desk
About the Role
Supervises the efforts of Service Desk teams within an assigned location, region, or designated account. Directs Service Desk team members in their day-to-day activities by serving as an escalation point for issues referred by Service Desk team members, clients, or other teams. Mentors and trains Service Desk team members to build new skills. Builds collaboration within the team and with outside support teams. Represents Service Desk leadership on-site in the office. Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis. Ensures the team meets or exceeds agreed-upon SLAs.
Qualifications
- BA/BS degree and 2-4 years’ relevant experience OR equivalent combination of education and relevant experience
- Prior management experience not required but may have informally led teams
- Familiarity with IT call center expectations and SLA Management
- ITIL Foundations V4 certification a plus
- Must be within 30 miles of the Blue Bell Unisys office
Benefits
- Unlimited paid time off
- 401(k) match
- Comprehensive healthcare
- HSA matching
- Ongoing learning opportunities
Unisys is committed to supporting work-life balance and investing in your future success.
Additional Information
This role may require access to export-controlled commodities and technology. To conform to U.S. export control regulations, the applicant should be eligible for any required authorizations from the U.S. Government.
Unisys incorporates video interviews as part of the hiring process to provide a more engaging and convenient interview experience.