What success looks like in this role:

Job Profile Summary

• Provides direction to subordinates based on general policies and management guidance.
• Work is reviewed upon completion for adequacy in meeting objectives.
• Interprets and executes policies and procedures that typically affect subordinate organizational units.
• Recommends modifications to operating policies affecting Call Reception.
• Generally accomplishes results through lower level subordinate supervisors or through experienced professional employees who exercise significant latitude and independence in their assignments.
• Manages the local Enterprise Service Desk team while providing an effective communication conduit between the business and service desk with a focus on service delivery and internal customer satisfaction.

Key Responsibilities

* Managing employees who obtain information from services requester, log information into 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 (i.e., Microsoft Office applications), client customized enterprise business applications (i.e., Workday), or similar areas.

* Design, contract and deliver service desk processes and services to deliver exceptional customer service and support.

* Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements based on established company objectives.

* Responsible for developing and documenting processes and procedures particularly in a SLA driven environment * Define internal Support Desk performance indicators for quality assurance in support of customer facing performance indicators and present them to management.

* Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner.

You will be successful in this role if you have:

Key Qualifications

* Bachelor's degree in Information Technology, Computer Science, or related field.

* 8+ years' experience required and 4+ years leadership experience.

* Customer-first attitude and high performance driven.

* Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards

* Strong analytical abilities and professional office experience

* Languages: English. Local languages of the countries it supports is an advantage.

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

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' .