Team Lead/Supervisor Service Desk

Unisys•Whitpain Township, PA

About The Position

The Team Lead/Supervisor Service Desk supervises Service Desk teams in an assigned location, region, or designated account. The role provides day-to-day direction, serves as an escalation point, mentors and trains team members, and represents Service Desk leadership on-site. It monitors tickets and calls to identify trends and issues for further analysis, helps ensure the team meets or exceeds agreed service-level agreements (SLAs), and coordinates the handoff of client-provided equipment. The position requires the employee to be within 30 miles of the Unisys office in Blue Bell. The role may require access to export-controlled commodities and technology, so applicants should be eligible for any required U.S. Government authorizations.

Requirements

Bachelor of Arts or Bachelor of Science 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.
Should be eligible for any required U.S. Government authorizations if access to export-controlled commodities or technology is required.

Nice To Haves

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

Responsibilities

Supervise Service Desk teams within an assigned location, region, or designated account.
Direct team members' day-to-day activities and serve as an escalation point for issues referred by 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 requiring more in-depth analysis.
Ensure the team meets or exceeds agreed-upon SLAs.
Coordinate client-provided equipment handoff.