Service Desk Supervisor - Mandaluyong City, Philippines

About Unisys

Unisys is a global information technology company that builds high-performance, security-centric solutions for the most demanding businesses and governments. Unisys offerings include security solutions, advanced data analytics, cloud and infrastructure services, application services, and business process outsourcing. With a rich history spanning over a century, Unisys is dedicated to helping clients solve their most complex challenges and achieve their business goals.

Role Overview

As a Service Desk Supervisor at Unisys in Mandaluyong City, Philippines, you will play a pivotal role in leading and managing a team of service desk professionals. You will be responsible for ensuring the efficient and effective delivery of IT support services to our clients. This role requires strong leadership skills, technical expertise, and a commitment to providing exceptional customer service. Your primary responsibilities will include supervising team members, managing escalations, mentoring and training staff, and monitoring service desk performance to meet or exceed service level agreements (SLAs). You will also collaborate with other support teams to resolve complex issues and implement process improvements.

A Day in the Life

Here’s what a typical day might look like for a Service Desk Supervisor at Unisys:

• Morning: Start the day by reviewing the service desk queue, prioritizing urgent issues, and assigning tasks to team members. Conduct a brief team meeting to discuss daily goals and any outstanding issues.
• Mid-day: Serve as an escalation point for complex technical issues and provide guidance to team members. Monitor service desk performance metrics and identify trends that require further investigation.
• Afternoon: Mentor and train service desk staff on new technologies and processes. Collaborate with other IT teams to resolve cross-functional issues. Respond to client inquiries and address any service-related concerns.
• Evening: Review service desk reports and prepare performance summaries for management. Conduct performance evaluations and provide feedback to team members. Ensure all tickets are properly documented and resolved before the end of the day.

Why Mandaluyong City?

Mandaluyong City is a bustling urban center located in the heart of Metro Manila, Philippines. It is a vibrant and dynamic city known for its commercial and industrial activity. The city offers a wide range of amenities, including shopping malls, restaurants, entertainment venues, and residential areas. Mandaluyong City is also a major transportation hub, with easy access to other parts of Metro Manila. Working in Mandaluyong City provides opportunities for professional growth and personal enrichment in a diverse and multicultural environment.

Career Path

At Unisys, we are committed to providing our employees with opportunities for career growth and development. The Service Desk Supervisor role is a stepping stone to more senior management positions within the IT service management organization. Potential career paths include:

• Service Desk Manager: Oversee the operations of multiple service desk teams and manage overall service delivery.
• IT Service Manager: Develop and implement IT service management strategies and processes.
• Project Manager: Lead IT projects and initiatives to improve service delivery and efficiency.
• IT Director: Provide strategic leadership and direction for IT operations.

Salary and Benefits

The estimated salary range for a Service Desk Supervisor in Mandaluyong City, Philippines is between $35,000 and $65,000 per year. The actual salary will depend on your experience, skills, and qualifications. In addition to a competitive salary, Unisys offers a comprehensive benefits package that includes:

• Comprehensive health insurance coverage, including medical, dental, and vision.
• Paid time off, including vacation, sick leave, and holidays.
• Retirement savings plan with company match.
• Professional development opportunities, including training and certifications.
• Employee assistance program offering confidential support and resources.
• Life insurance and disability coverage.
• Flexible work arrangements to promote work-life balance.
• Employee recognition programs to reward outstanding performance.
• Opportunities for career advancement within a global organization.
• A supportive and inclusive work environment that values diversity.
• Access to employee resource groups that foster community and belonging.
• Wellness programs to promote physical and mental well-being.
• Employee discounts on various products and services.
• Commuting assistance or transportation benefits.
• Opportunities to participate in company-sponsored volunteer events.

Unisys Culture

At Unisys, we believe in creating a work environment that is inclusive, collaborative, and innovative. We value diversity and are committed to providing equal opportunities for all employees. Our culture is based on the following principles:

• Integrity: We act with honesty, transparency, and ethical behavior in all our interactions.
• Innovation: We encourage creativity and embrace new ideas to drive continuous improvement.
• Collaboration: We work together as a team to achieve common goals and share knowledge.
• Customer Focus: We are dedicated to providing exceptional service and exceeding customer expectations.
• Respect: We treat each other with dignity and respect, valuing diverse perspectives and backgrounds.

How to Apply

To apply for the Service Desk Supervisor position at Unisys in Mandaluyong City, Philippines, please submit your resume and cover letter through our online career portal. Be sure to highlight your relevant experience, skills, and qualifications. We look forward to receiving your application!

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of a Service Desk Supervisor?

   The key responsibilities include supervising team members, managing escalations, mentoring and training staff, monitoring service desk performance, and collaborating with other support teams.

2. What qualifications are required for this role?

   A Bachelor's degree and 3-4 years of relevant experience in an IT service desk environment are required. ITIL certification is also required.

3. What skills are important for success in this role?

   Important skills include leadership, technical expertise, communication, problem-solving, and customer service.

4. What career paths are available at Unisys?

   Potential career paths include Service Desk Manager, IT Service Manager, Project Manager, and IT Director.

5. What is the salary range for this position?

   The estimated salary range is between $35,000 and $65,000 per year.

6. What benefits does Unisys offer?

   Unisys offers a comprehensive benefits package that includes health insurance, paid time off, retirement savings plan, and professional development opportunities.

7. What is the work environment like at Unisys?

   Unisys provides a supportive and inclusive work environment that values diversity and promotes collaboration.

8. How does Unisys support employee growth and development?

   Unisys offers various training programs, certifications, and career development opportunities to help employees grow and advance in their careers.

9. What is the interview process like?

   The interview process typically includes a phone screening, followed by one or more in-person or virtual interviews with hiring managers and team members.

10. How can I prepare for the interview?

    Research Unisys and the Service Desk Supervisor role. Be prepared to discuss your experience, skills, and qualifications. Practice answering common interview questions and prepare questions to ask the interviewer.