Team Lead - Service Desk

What success looks like in this role:

Role Purpose:

Responsible for providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Remote Support Engineering staff or Field Engineering. Fully qualified and experienced. Typically provides technical support for internal and external customers. Escalates complex problems to higher level of expertise within organization.

Key Responsibilities/Outcomes:

• Manage team of 15 analysts.
• Responsible for handling the service desk issues
• People management and development.
• Training/Mentoring: Formalizing the training plan on a monthly basis and documenting it.
• Ensuring all SLA’s are met.
• Publish monthly progress reports
• Track and define common theme problems
• Identify and implement corrective actions.
• Managing day to day workload, prioritizing when necessary
• Handle escalations and work towards minimizing them
• Driving and managing periodic shift/project level initiatives

You will be successful in this role if you have:

Key Qualifications:

• Proficient in Hardware, Networking and Microsoft Office Skills.
• Good knowledge of  the ITSM tool
• SLA Management
• Proven ability to work with little supervision and identify issues requiring escalation
• ITIL knowledge would be an advantage
• Strong communication skills ,both spoken and written
• Ability to handle the team, coach, guide and instill responsibility .
• Customer Focused.
• Self disciplined and flexibility.
• Self starter/ self motivated
• Time and Conflict management.
• Ability to work with little supervision and identify issues requiring escalation.
• Ability to learn processes and procedures applicable to the account.

Core Competencies:

•           Accuracy/Attention to Detail

•           Computer-Based Customer Support Tools

•           Conflict Management

•           Customer Service Management

•           Customer Support Function

•           Flexibility & Adaptability

•           Follow-up

•           General Computer Competencies

•           Hardware Infrastructure

•           Initiative

•           ITIL (Information Technology Infrastructure Library)

•           Oral Communications

•           Problem Solving

•           Service Request Management Process

•           Technical Troubleshooting

•           Think Like the Customer

•           Tolerance for Stress

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, 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.