Team Lead/Supervisor Service Desk

Unisys•Blue Bell, PA

13d

About The Position

The Team Lead/Supervisor Service Desk supervises Service Desk teams within an assigned location, region, or designated account. The role directs team members’ day-to-day work, serves as an escalation point for issues raised by team members, clients, or other teams, and represents Service Desk leadership on-site in the office. The supervisor mentors and trains team members, encourages collaboration with internal and external support teams, monitors tickets and calls for trends and issues requiring deeper analysis, and ensures the team meets or exceeds agreed-upon SLAs. The role also coordinates the handoff of client-provided equipment. Applicants must be within 30 miles of the Unisys office in Blue Bell. The role may require access to export-controlled commodities and technology; applicants should be eligible for any required U.S. Government authorizations. Unisys conducts video interviews as part of its hiring process.

Requirements

BA/BS degree and 2–4 years of relevant experience, or an equivalent combination of education and relevant experience.
Familiarity with IT call center expectations and SLA management.
Must be within 30 miles of the Blue Bell Unisys office.
Must be eligible for any required U.S. Government authorizations if the role requires access to export-controlled commodities and technology.

Nice To Haves

ITIL Foundations V4 certification.
Prior management experience is not required; informal team leadership experience may be applicable.

Responsibilities

Supervise Service Desk teams within an assigned location, region, or designated account.
Direct Service Desk team members in their day-to-day activities.
Serve as an escalation point for issues referred by Service Desk team members, clients, or other teams.
Mentor and train Service Desk team members to build new skills.
Build collaboration within the team and with outside support teams.
Represent Service Desk leadership on-site in the office.
Monitor Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis.
Ensure the team meets or exceeds agreed-upon SLAs.
Coordinate client-provided equipment handoff.