Service Desk Team Lead: Mentor, Resolve, Accelerate

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

Job summary

Unisys is seeking a Service Desk Lead in the Philippines to oversee a high-performing support team and ensure timely, effective incident resolution. You will guide L1/L2 agents, monitor queues, and uphold SLAs while identifying root causes for continuous improvement.

The role requires 2–4 years of relevant experience and a degree or technical certification. This position emphasizes leadership, problem solving, and collaboration with global recruiting and support teams.

Qualifications

• Bachelor's Degree or High School Diploma as minimum education.
• Technical certification or Associate Degree may be required.
• 2–4 years' experience in service desk or related area.

Responsibilities

• Lead and manage the Service Desk team to deliver excellent technical support.
• Support L1 and L2 agents with daily incidents and requests.
• Monitor queues and ensure SLAs and KPIs are met.
• Provide guidance and mentorship to team members.

Skills

Team leadership

Mentorship

Escalation management

Problem solving

SLA/KPI management

Education

Bachelor's Degree

High School Diploma

Technical certification

Job description

Unisys is seeking a Service Desk Lead in the Philippines to oversee a high-performing support team and ensure timely, effective incident resolution. You will guide L1/L2 agents, monitor queues, and uphold SLAs while identifying root causes for continuous improvement.

The role requires 2–4 years of relevant experience and a degree or technical certification. This position emphasizes leadership, problem solving, and collaboration with global recruiting and support teams.