Service Desk Lead | Regional Mentor & SLA Champion

Unisys; Mandaluyong; On-site; PHP 420,000 - 660,000; Full time

Job summary

Unisys is seeking a Service Desk Supervisor in the Metro Manila region to lead and mentor the Service Desk teams, escalate complex issues, and drive service excellence. You will coordinate day-to-day support, foster collaboration with cross-functional colleagues, and monitor ticket trends to ensure SLAs are met.

Ideal candidates hold a BA/BS degree with at least 5 years of relevant experience, preferably with ITIL certification and retail industry exposure.

Qualifications

• BA/BS degree required.
• At least 5 years' relevant experience.
• Retail industry experience is a plus.
• ITIL Certification is preferred.
• Excellent communication, customer service, and stakeholder management skills.

Responsibilities

• Supervises the efforts of Service Desk teams within an assigned region.
• Directs Service Desk team members in day-to-day activities as escalation point for issues.
• Mentors and trains Service Desk staff to build new skills.
• Builds collaboration within the team and with outside support teams.
• Monitors Service Desk tickets and calls, identifying trends and issues.
• Ensures team meets or exceeds agreed SLAs.

Skills

Team leadership

Communication

Customer service

Stakeholder management

Education

BA/BS degree

ITIL Certification (preferred)

Tools

NA

Job description

Unisys is seeking a Service Desk Supervisor in the Metro Manila region to lead and mentor the Service Desk teams, escalate complex issues, and drive service excellence. You will coordinate day-to-day support, foster collaboration with cross-functional colleagues, and monitor ticket trends to ensure SLAs are met.

Ideal candidates hold a BA/BS degree with at least 5 years of relevant experience, preferably with ITIL certification and retail industry exposure.