Lead Technical Service Desk Agent

What success looks like in this role:

• Provides mentoring to Tier 1 and Tier 2 team members.
• Acts as focal point for team in matters of scheduling, coordination, availability.
• Helps drive schedule adherence through coordinating team aux codes such as lunch, break, after-call work, etc.
• Coordinates, schedules and deploys agent trainings.
• Monitors Service Desk efficiency and overall effectiveness, making optimization recommendations.
• Provides regular progress and activity updates to manager, identifying areas of concern and opportunities for improvement.
• Partners with managers to evaluate tickets submitted, resolved and rejected, looking for trends and opportunities to improve the team’s overall efficiency.
• Provides root cause analysis, comprehensive action plans and timely follow through in support of the incident management process.

You will be successful in this role if you have:

High School Diploma or GED required
May require technical certification or Associate Degree
Generally, 4-6 years’ experience in area of responsibility

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’  EEO commitment here.