We Love AI JobsService Desk Supervisor
UnisysSupervises service desk teams in an assigned region, serving as an escalation point and coordinating with clients and other support teams. The role includes coaching staff, reviewing ticket and call trends, and ensuring teams meet service levels.
Skills & Expertise
Key Responsibilities
Direct service desk teams’ daily work and handle escalations from staff, clients, and other teams.
Monitor tickets and calls to identify trends and issues requiring further analysis.
Train and mentor team members and ensure teams meet or exceed agreed service levels.
Full Description
What success looks like in this role:
• Supervises the efforts of Service Desk teams within an assigned region.
• 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.
• Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis.
• Ensures team meets or exceeds agreed up SLAs.
You will be successful in this role if you have:
• BA/BS degree
• At least 5 years' of relevant experience
• Retail industry experience is a plus
• ITIL Certification is preferred
• Excellent communication, customer service, and stakeholder management skills.
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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.