Regional Service Desk Lead — SLA & Mentorship Champion

Unisys; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Unisys in Metro Manila is seeking a Service Desk Supervisor to lead regional teams and act as an escalation point for complex issues. You will mentor staff, drive collaboration across support groups, and ensure SLAs are met or exceeded.

With 5+ years of relevant experience and strong communication skills, you will manage operations and stakeholder relationships to deliver reliable IT support for clients in a dynamic environment.

Qualifications

• BA/BS degree in a related field.
• At least 5 years of relevant experience.
• Excellent communication, customer service, and stakeholder management skills.
• ITIL certification is preferred.

Responsibilities

• Supervises the efforts of Service Desk teams within an assigned region.
• 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.
• Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis.
• Ensures team meets or exceeds agreed up SLAs.

Skills

Service desk leadership

Customer service

Stakeholder management

Team leadership

Communication

Education

BA/BS degree

ITIL Certification

Job description

Unisys in Metro Manila is seeking a Service Desk Supervisor to lead regional teams and act as an escalation point for complex issues. You will mentor staff, drive collaboration across support groups, and ensure SLAs are met or exceeded.

With 5+ years of relevant experience and strong communication skills, you will manage operations and stakeholder relationships to deliver reliable IT support for clients in a dynamic environment.