What Success Looks Like In This Role
* Managing employees who obtain information from services requester, log information into the proper call management system, and provide information relevant to the call and services provider.
* Manage employees who deliver remote hardware and software support to resolve basic feature/function questions regarding Off the Shelf (e.g., Microsoft Office applications), client-customized enterprise business applications (e.g., Workday), or similar areas.
* Design, contract, and deliver service desk processes and services to provide exceptional customer service and support.
* Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of issues in compliance with Service Level Agreements and company objectives.
* Develop and document processes and procedures, especially in an SLA-driven environment.
* Define internal Support Desk performance indicators for quality assurance and present them to management.
* Proactively communicate about technical support, operations, changes, outages, and issues in a professional and timely manner.
You will be successful in this role if you have:
* NV1 security clearance.
* Bachelor’s degree in Information Technology, Computer Science, or related field.
* 8+ years of experience and 4+ years in leadership roles.
* A customer-first attitude and high-performance drive.
* Knowledge of and experience applying ITIL principles and standards to improve incident resolution and customer service.
* Strong analytical skills and professional office experience.
* Languages: English; knowledge of local languages of supported countries is an advantage.
Unisys is proud to be an equal opportunity employer, considering 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 protected category by law.
We are committed to providing opportunities for all interested applicants without barriers. If you are a US job seeker who cannot review the job opportunities or needs assistance with the application process, please contact our Global Recruiting team at or call Toll Free at 888-560-1782 (Prompt 4). More information about Unisys’ EEO commitment is available here .
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