Senior Service Desk Lead: Mentorship & SLA Excellence

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

Job summary

Unisys is seeking a seasoned Service Desk Supervisor to lead and mentor a team of service desk professionals. You will escalate complex issues, drive collaboration with other support groups, and ensure adherence to service levels. Strong customer-service orientation and stakeholder management are essential.

Requirements include at least 5 years of relevant experience and ITIL certification preferred. Retail experience is a plus, with excellent communication and organizational skills to thrive in

Qualifications

• Leads and directs Service Desk teams.
• Excellent communication and customer service skills.
• Mentors and trains team members to build new skills.

Responsibilities

• Supervises the efforts of Service Desk teams.
• Directs Service Desk team members in day-to-day activities as escalation point for issues.
• 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 analysis.
• Ensures team meets or exceeds agreed SLAs.

Skills

Leadership

Communication

Customer service

Stakeholder management

Mentoring

Education

ITIL Certification

Job description

Unisys is seeking a seasoned Service Desk Supervisor to lead and mentor a team of service desk professionals. You will escalate complex issues, drive collaboration with other support groups, and ensure adherence to service levels. Strong customer-service orientation and stakeholder management are essential.

Requirements include at least 5 years of relevant experience and ITIL certification preferred. Retail experience is a plus, with excellent communication and organizational skills to thrive in