Team Lead/Supervisor Service Desk
About The Position
Supervises the efforts of Service Desk teams within an assigned location, region, or designated account. 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. Represents Service Desk leadership on-site in the office. Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis. Ensures team meets or exceeds agreed up SLAs.
Requirements
- BA/BS degree and 2-4 years’ relevant experience OR equivalent combination of education and relevant experience
- Prior management experience not required but may have informally led teams
- Familiarity with IT call center expectations and SLA Management
- MUST BE WITHIN 30 MILES OF THE BLUE BELL UNISYS OFFICE
Nice To Haves
- ITIL Foundations V4 certification a plus
Responsibilities
- Supervises the efforts of Service Desk teams within an assigned location, region, or designated account.
- 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.
- Represents Service Desk leadership on-site in the office.
- Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis.
- Ensures team meets or exceeds agreed up SLAs.
Benefits
- unlimited paid time off
- a 401(k) match
- comprehensive healthcare
- HSA matching
- ongoing learning opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
