Manager, Service Desk

What success looks like in this role:

Monitors the ticket queue allocation execution and resolution status.
Identifies recurring trends difficult-to-resolve problems and potential issues concurrent with new system releases or hardware / software upgrades.
Ensures provision of end-to-end support to address identified and potential issues.
Leads the service team during critical outages / incidents to minimize downtime and ensure prompt restoration of normal service levels.
Serves as an escalation point for complex technical issues coordinating with other IT teams to ensure effective resolution.
Serves as a key liaison between the Service Desk and internal / external clients.
Ensures timely communication with clients regarding service requests incidents and outages.
Ensures maintenance of accurate documentation of Service Desk procedures troubleshooting steps and solutions.
Generates reports on team performance trends and key metrics.
Conducts regular audits of Service Desk interactions and documentation.

You will be successful in this role if you have:

BA/BS degree

Generally 5-6 years of relevant experience

Minimum 3 years managing service desk

ITIL certification required

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 or alternatively Toll Free: (Prompt 4). US job seekers can find more information about Unisys EEO commitment here.