Service Desk Team Lead — SLA & Mentorship

Unisys; Center Square (PA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Unlimited PTO

401(k) match

Comprehensive healthcare

HSA matching

Ongoing learning opportunities

Job summary

Unisys in Blue Bell, PA is seeking a Service Desk Supervisor to lead on-site teams across a designated account. You will direct day-to-day activities, escalate issues, mentor staff, and collaborate with cross-functional support to meet client SLAs.

The role requires a BA/BS degree and 2–4 years of relevant experience, familiarity with IT call centers, and SLA management; ITIL Foundations V4 is a plus. This opportunity offers strong benefits and growth within a global tech company.

Qualifications

• Familiarity with IT call center expectations and SLA management.
• ITIL Foundations V4 certification is a plus.
• MUST BE WITHIN 30 MILES OF THE BLUE BELL UNISYS OFFICE.

Responsibilities

• Supervises Service Desk teams within an assigned location, region, or account.
• Directs team members as escalation point for issues referred by clients or other teams.
• Mentors and trains Service Desk staff to build new skills.
• Fosters collaboration within the team and with outside support teams.
• Represents Service Desk leadership on-site in the office.
• Monitors tickets and calls, identifying trends requiring analysis.
• Ensures team meets or exceeds SLAs.
• Coordinates client equipment handoff.

Skills

Leadership

ITIL familiarity

SLA Management

Mentoring

Escalation handling

Education

BA/BS degree

Equivalent experience

Job description

Unisys in Blue Bell, PA is seeking a Service Desk Supervisor to lead on-site teams across a designated account. You will direct day-to-day activities, escalate issues, mentor staff, and collaborate with cross-functional support to meet client SLAs.

The role requires a BA/BS degree and 2–4 years of relevant experience, familiarity with IT call centers, and SLA management; ITIL Foundations V4 is a plus. This opportunity offers strong benefits and growth within a global tech company.