Service Desk Team Lead: SLA Champion & Mentor

Unisys; Manila; On-site; PHP 420,000 - 620,000; Full time

Job summary

Unisys leads the Service Desk to deliver exceptional technical support to end-users, guiding L1 and L2 analysts in day-to-day client incidents and requests. The role relies on strong problem-solving to resolve challenging issues and ensure customer satisfaction.

Responsibilities include monitoring ticket queues to meet SLAs/KPIs, mentoring team members, and acting as the escalation point for complex problems, with regular performance reviews.

Qualifications

• Bachelor's Degree or High School Diploma
• May require technical certification or Associate Degree
• Generally, 2-4 years’ experience in area of responsibility

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.

Job description

Unisys leads the Service Desk to deliver exceptional technical support to end-users, guiding L1 and L2 analysts in day-to-day client incidents and requests. The role relies on strong problem-solving to resolve challenging issues and ensure customer satisfaction.

Responsibilities include monitoring ticket queues to meet SLAs/KPIs, mentoring team members, and acting as the escalation point for complex problems, with regular performance reviews.