Team Lead/Supervisor Service Desk

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

What success looks like in this role:

• Supervises the efforts of Service Desk teams within an assigned location, region, or designated account.
• Directs Service Desk team members in their day-to-day activities by serving as an escalation point for issues referred to by Service Desk team members, clients or other teams.
• Mentors and trains Service Desk team members to build new skills.
• Builds collaboration within the team and with outside support teams.
• Represents Service Desk leadership on-site in the office.
• Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis.
• Ensures team meets or exceeds agreed up SLAs.
• Coordinates client provided equipment handoff.

You will be successful in this role if you have:

• BA/BS degree and 2-4 years’ relevant experience OR equivalent combination of education and relevant experience
• Prior management experience not required but may have informally led teams
• Familiarity with IT call center expectations and SLA Management
• ITIL Foundations V4 certification a plus
• MUST BE WITHIN 30 MILES OF THE BLUE BELL UNISYS OFFICE

Benefits

Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more!

We’re committed to supporting work-life balance and investing in your future success.

Video Interview

At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

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