Service Desk Team Lead

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.

• 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:

• BA/BS degree and minimum 3+ years’ relevant experience

• Excellent verbal and written communication in English and any additional applicable languages

• ITIL certification required (Intermediate)

• Retail experience is plus

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 [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.