Service Desk Team Leader

Unisys; Mandaluyong; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Unisys, a global technology solutions company, is hiring a Service Desk Lead in Metro Manila to guide the Service Desk team and deliver exceptional technical support to end-users.

You will mentor L1 and L2 agents, manage incidents and requests, monitor queues to meet SLAs and KPIs, and escalate complex issues when needed. Regular performance reviews are part of the role.

Qualifications

• Bachelor's Degree or High School Diploma required.
• 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.

Skills

Leadership

Mentorship

Technical support

Education

Bachelor's Degree or High School Diploma

Technical certification or Associate Degree

Job description

You will be successful in this role if you have:

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

What success looks like in this role: 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.

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.

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn. https://www.unisys.com/unisys-legal/recruiting

Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity