Service Desk Supervisor

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

Job summary

Dormont Manufacturing Co is seeking a skilled individual for the role of Service Desk Supervisor in Mandaluyong, Metro Manila. The role involves overseeing Service Desk teams, mentoring team members, and ensuring compliance with SLAs.

To succeed, candidates should have a BA/BS degree, 3-4 years of relevant experience, and an ITIL certification. Applicants will be considered without regard to various protected categories.

Qualifications

• 3-4 years relevant experience in a supervisory role.
• Experience leading teams informally is a plus.
• ITIL certification is a must.

Responsibilities

• Supervises Service Desk teams within assigned region.
• Directs day-to-day activities and serves as escalation point.
• Mentors and trains team members to develop skills.
• Monitors Service Desk tickets to identify trends and issues.
• Ensures team meets agreed upon SLAs.

Skills

Team supervision

Issue escalation

Skill mentoring

Trend analysis

ITIL certification

Education

BA/BS degree

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 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 and 3-4 years’ relevant experience
• Prior management experience not required but may have informally led teams
• ITIL certification required

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.