Service Desk Team Lead - SLA & Mentoring

Unisys Corporation; Center Square (PA); On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Unlimited paid time off

401(k) match

Healthcare

HSA matching

Ongoing learning opportunities

Job summary

Unisys Corporation is seeking a Service Desk Supervisor to lead a team within the Blue Bell area. You will oversee day-to-day activities, act as the escalation point for issues, and mentor team members to enhance their skills.

The role emphasizes collaboration with internal teams, SLA management, and on-site leadership responsibilities at the appointed office. A BA/BS degree and 2–4 years of relevant experience are expected, with ITIL v4 knowledge a plus.

Qualifications

• BA/BS degree required or equivalent experience.
• 2-4 years' relevant experience in service desk or IT support.
• Familiarity with IT call center expectations and SLA management.
• ITIL Foundations V4 certification a plus.

Responsibilities

• Supervise Service Desk teams within an assigned location or account.
• Serve as escalation point for issues referred by team, clients or other teams.
• Mentor and train team members to build new skills.
• Represent Service Desk leadership on-site and monitor tickets and calls.

Skills

Team leadership

Mentoring

SLA Management

Education

BA/BS degree

Job description

Unisys Corporation is seeking a Service Desk Supervisor to lead a team within the Blue Bell area. You will oversee day-to-day activities, act as the escalation point for issues, and mentor team members to enhance their skills.

The role emphasizes collaboration with internal teams, SLA management, and on-site leadership responsibilities at the appointed office. A BA/BS degree and 2–4 years of relevant experience are expected, with ITIL v4 knowledge a plus.