We Love AI JobsService Desk Team Leader
UnisysLeads a service desk team supporting end users, helping agents resolve incidents and requests while monitoring service performance. The role handles escalations, coaches team members, and works to meet SLAs and KPIs.
Skills & Expertise
Key Responsibilities
Guide L1 and L2 agents in resolving client incidents, requests, and queries.
Monitor ticket queues and ensure service levels and performance metrics are met.
Handle complex escalations and coach team members through mentoring and performance reviews.
Full Description
What success looks like in this role:
• Lead and manage the Service Desk team to deliver exceptional technical support to end-users.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents
• Monitor ticket queues and ensure SLAs and KPIs are consistently met.
• Provide guidance and mentorship to team members, fostering skill development and performance improvement.
• Act as an escalation point for complex technical issues and ensure prompt resolution.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Conduct regular performance reviews.
You will be successful in this role if you have:
Bachelor's Degree or High School Diploma
May require technical certification or Associate Degree
Generally, 2-4 years’ experience in area of responsibility
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.