Service Desk Supervisor

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

What success looks like in this role:

• 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.

You will be successful in this role if you have:

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

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here. Unisys is a global technology solutions company that powers breakthroughs for the world's leading organizations. Our solutions - cloud, AI, digital workplace, logistics and enterprise computing - help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what's possible for more than 150 years, visit unisys.com and follow us on LinkedIn. https://www.unisys.com/unisys-legal/recruiting

Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer - Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity