What success looks like in this 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 to 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 team meets or exceeds agreed up SLAs.
You will be successful in this role if you have:
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
Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We're committed to supporting work-life balance and investing in your future success.
Video Interview
At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!
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This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
