We Love AI JobsTeam Leader
UnisysThis team leader role manages a service desk team providing technical support to end users. You’ll guide L1 and L2 agents, oversee escalations and ticket queues, and help the team meet service targets.
Skills & Expertise
Key Responsibilities
Lead the service desk team and support L1 and L2 agents with incidents and requests.
Monitor ticket queues and ensure service-level agreements and key performance indicators are met.
Resolve escalated issues, identify root causes, and coach team members through reviews and mentorship.
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.