About this role
Job title: Service Desk Team Leader
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.