Lead Technical Service Desk Agent - Remote, Utah

Role Overview

As a Lead Technical Service Desk Agent at Unisys, you will be at the forefront of providing exceptional technical support and ensuring seamless service delivery to our clients. This pivotal role involves not only resolving technical issues but also mentoring and guiding Tier 1 and Tier 2 team members, ensuring the team operates efficiently and effectively. You'll be the go-to person for scheduling, coordination, and availability, playing a crucial part in maintaining optimal service desk performance. This is a remote position based in Utah, offering the flexibility to work from home while contributing to a global technology solutions provider.

Day in the Life

Here’s a glimpse into your daily activities:

• Mentoring and Guiding: Provide ongoing support and guidance to Tier 1 and Tier 2 agents, helping them develop their technical skills and improve their problem-solving abilities.
• Scheduling and Coordination: Manage team schedules, ensuring adequate coverage and efficient use of resources. Coordinate lunch breaks, after-call work, and other activities to maintain optimal service levels.
• Training Deployment: Coordinate, schedule, and deploy agent training programs to enhance their knowledge and skills.
• Performance Monitoring: Monitor service desk efficiency and overall effectiveness, identifying areas for improvement and recommending optimization strategies.
• Progress Reporting: Provide regular updates to the manager on team progress and activities, highlighting areas of concern and opportunities for enhancement.
• Ticket Evaluation: Partner with managers to evaluate submitted, resolved, and rejected tickets, analyzing trends and identifying opportunities to improve team efficiency.
• Root Cause Analysis: Conduct thorough root cause analysis, develop comprehensive action plans, and ensure timely follow-through in support of the incident management process.

Why Remote, Utah?

This remote position offers the flexibility to work from the comfort of your home in Utah, allowing you to balance your professional and personal life. Utah provides a high quality of life with access to outdoor activities, a thriving tech community, and a lower cost of living compared to other tech hubs. As a remote employee, you will still be an integral part of the Unisys team, collaborating with colleagues across the globe to deliver exceptional service to our clients.

Career Path

At Unisys, we are committed to your professional growth. This role can serve as a springboard to various career opportunities within the company, such as:

• Service Desk Manager: Oversee the entire service desk operation, managing a team of agents and ensuring service level agreements are met.
• IT Support Manager: Lead a team of IT support specialists, providing technical assistance to end-users and managing IT infrastructure.
• Incident Manager: Focus on incident resolution, coordinating with various teams to restore services quickly and efficiently.
• Knowledge Manager: Develop and maintain the service desk knowledge base, ensuring agents have access to the information they need to resolve issues effectively.
• Training and Development Specialist: Design and deliver training programs to enhance the skills and knowledge of service desk agents.

Salary & Benefits

Unisys offers a competitive salary and benefits package, including:

• Competitive Salary: The estimated salary range for this position is $65,000 - $85,000 per year, depending on experience and qualifications.
• Health Insurance: Comprehensive medical, dental, and vision coverage.
• Paid Time Off: Generous vacation, sick leave, and holiday pay.
• Retirement Plan: 401(k) with company match to help you save for the future.
• Employee Stock Purchase Plan: Opportunity to purchase Unisys stock at a discounted rate.
• Life Insurance and Disability Coverage: Protection for you and your family in case of unexpected events.
• Professional Development: Opportunities to attend training courses, conferences, and workshops to enhance your skills.
• Tuition Reimbursement: Financial assistance for continuing education and professional certifications.
• Employee Assistance Program (EAP): Confidential counseling and support services for employees and their families.
• Wellness Programs: Resources and programs to support your physical and mental well-being.
• Flexible Spending Accounts (FSA): Tax-advantaged accounts for healthcare and dependent care expenses.

Unisys Culture

At Unisys, we foster a culture of collaboration, innovation, and inclusivity. We value diversity and believe that every employee brings unique perspectives and experiences to the table. We are committed to providing a supportive and empowering work environment where you can thrive and reach your full potential. We encourage our employees to:

• Be Innovative: Embrace new ideas and approaches to solve complex problems.
• Collaborate: Work together as a team to achieve common goals.
• Be Accountable: Take ownership of your work and deliver results.
• Be Respectful: Treat others with dignity and respect.
• Be Inclusive: Value diversity and create a welcoming environment for all.

How to Apply

If you are a motivated and experienced technical service desk professional looking for a challenging and rewarding opportunity, we encourage you to apply. To apply for the Lead Technical Service Desk Agent position, please submit your resume and cover letter through the Unisys careers website. Be sure to highlight your relevant skills and experience, and explain why you are a good fit for the role.

FAQ

1. What are the key responsibilities of a Lead Technical Service Desk Agent?
   The key responsibilities include mentoring team members, coordinating schedules, deploying training, monitoring performance, providing progress updates, evaluating tickets, and conducting root cause analysis.
2. What qualifications are required for this role?
   A high school diploma or GED is required, and a technical certification or Associate Degree may be required. Generally, 4-6 years’ experience in the area of responsibility is needed.
3. Is this a remote position?
   Yes, this is a remote position based in Utah.
4. What is the salary range for this position?
   The estimated salary range is $65,000 - $85,000 per year, depending on experience and qualifications.
5. What benefits does Unisys offer?
   Unisys offers a comprehensive benefits package, including health insurance, paid time off, retirement plan, employee stock purchase plan, and more.
6. What is the company culture like at Unisys?
   Unisys fosters a culture of collaboration, innovation, and inclusivity, valuing diversity and providing a supportive work environment.
7. What career growth opportunities are available at Unisys?
   This role can lead to various career opportunities within the company, such as Service Desk Manager, IT Support Manager, Incident Manager, and more.
8. How do I apply for this position?
   You can apply by submitting your resume and cover letter through the Unisys careers website.
9. What skills are important for success in this role?
   Important skills include technical support, service desk management, team leadership, mentoring, scheduling, coordination, and problem-solving.
10. What is the work environment like in a remote position at Unisys?
    Remote positions at Unisys offer flexibility and autonomy, with opportunities to collaborate with colleagues across the globe using various communication tools.