About the role
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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
Aplyr's read
Unisys is a technology-driven company focused on delivering IT solutions to businesses and governments, attracting professionals in software, cloud, and data management.
What's promising
- •Unisys has a strong presence in IT services for government sectors, offering stability.
- •The company is investing in cloud and digital workplace solutions, indicating growth potential.
- •Diverse roles suggest opportunities for career advancement in various IT disciplines.
What to watch
- •Unisys faces competition from larger IT firms, which may impact market share.
- •Limited public information about company culture and employee satisfaction.
- •Potential challenges in modernizing legacy systems could affect service delivery.
Why Unisys
- •Unisys specializes in serving government clients, which requires specific compliance expertise.
- •The company offers niche roles in mainframe operations, a rarity in the IT sector.
- •Unisys's focus on digital workplace solutions aligns with current remote work trends.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Unisys
Unisys is a global information technology company that provides IT services, software, and technology solutions to businesses and government organizations.
