Regional Service Desk Team Lead | Mentorship & SLA Expert

Unisys; Philippines; On-site; PHP 900,000 - 1,400,000; Full time

Benefits offered by this job

Health insurance

Job summary

Unisys Philippines is seeking an experienced Service Desk Manager to lead regional Service Desk teams. You will guide day-to-day operations, serve as escalation point, mentor staff, and foster collaboration with internal and external teams.

You will monitor ticket trends, ensure performance against SLAs, mentor and develop team members, and drive process improvements across the service desk to maintain client satisfaction and operational excellence.

Qualifications

• BA/BS degree and 3-4 years relevant experience.
• Prior management experience not required but may have informally led teams.
• ITIL certification required.

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.

Education

BA/BS degree

Tools

ITIL certification

Job description

Unisys Philippines is seeking an experienced Service Desk Manager to lead regional Service Desk teams. You will guide day-to-day operations, serve as escalation point, mentor staff, and foster collaboration with internal and external teams.

You will monitor ticket trends, ensure performance against SLAs, mentor and develop team members, and drive process improvements across the service desk to maintain client satisfaction and operational excellence.