Team Lead/Supervisor Service Desk

Unisys Corporation; Center Square (PA); Sur place; USD 85 000 - 100 000; Plein temps

Avantages offerts par ce poste

Unlimited paid time off

401(k) match

Healthcare

HSA matching

Ongoing learning opportunities

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Team leadership

Mentoring

SLA Management

Formation

BA/BS degree

Description du poste

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!

#LI-MT1

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.