Service Desk Supervisor

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

Job summary

Unisys in Metro Manila is seeking a Service Desk Supervisor to lead regional teams and act as an escalation point for complex issues. You will mentor staff, drive collaboration across support groups, and ensure SLAs are met or exceeded.

With 5+ years of relevant experience and strong communication skills, you will manage operations and stakeholder relationships to deliver reliable IT support for clients in a dynamic environment.

Qualifications

• BA/BS degree in a related field.
• At least 5 years of relevant experience.
• Excellent communication, customer service, and stakeholder management skills.
• ITIL certification is preferred.

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.

Skills

Service desk leadership

Customer service

Stakeholder management

Team leadership

Communication

Education

BA/BS degree

ITIL Certification

Job description

• 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.

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.