Service Desk Team Lead: Elevate Support & SLA Excellence

Unisys

Mandaluyong

On-site

PHP 600,000 - 1,000,000

Full time

3 days ago

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Job summary

Unisys in Metro Manila (Mandaluyong) is seeking a Service Desk Lead to manage frontline IT support for end users. You will oversee the Service Desk team, coordinate L1/L2 activities, and ensure timely incident resolution while consistently meeting defined SLAs.

You will mentor staff, conduct performance reviews, identify root causes, and escalate complex issues when needed. A Bachelor’s Degree or High School Diploma and 3–4 years of service desk experience are expected; ITIL certification is a

Qualifications

Bachelor’s Degree or High School Diploma.
Generally, 3-4 years’ experience in area of responsibility.
ITIL certification is a plus.
Retail experience is a plus.

Responsibilities

Lead and manage the Service Desk team to deliver exceptional technical support to end-users.
Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
Monitor ticket queues and ensure SLAs and KPIs are consistently met.
Provide guidance and mentorship to team members, fostering skill development and performance improvement.
Act as an escalation point for complex technical issues and ensure prompt resolution.
Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
Conduct regular performance reviews