Service Desk Team Lead at Unisys: Your Opportunity in Mandaluyong City

Are you a passionate and experienced IT professional with a knack for leadership and a commitment to providing exceptional technical support? Unisys is seeking a highly motivated Service Desk Team Lead to join our dynamic team in Mandaluyong City, Philippines. In this role, you will be responsible for leading and managing a team of Service Desk agents, ensuring the delivery of top-notch technical support to our valued end-users.

Role Overview

As a Service Desk Team Lead, you will be at the forefront of our technical support operations. You will be responsible for overseeing the daily activities of the Service Desk team, ensuring that all incidents, requests, and queries are handled promptly and efficiently. Your leadership skills will be crucial in guiding and mentoring team members, fostering their professional development, and driving performance improvement. You'll act as a point of escalation for more complex technical issues, leveraging your expertise to facilitate resolution and prevent future occurrences.

A Day in the Life of a Service Desk Team Lead

Each day as a Service Desk Team Lead will present unique challenges and opportunities to showcase your leadership and technical skills. Here's a glimpse into what a typical day might look like:

• Morning: Start your day by reviewing the Service Desk dashboard, monitoring ticket queues, and ensuring that SLAs and KPIs are on track. Address any urgent issues or escalations that require immediate attention.
• Mid-day: Conduct team meetings to discuss ongoing projects, share updates, and address any challenges faced by team members. Provide guidance and support to agents working on complex technical issues.
• Afternoon: Focus on performance management activities, such as conducting performance reviews, providing coaching and feedback, and identifying areas for improvement. Collaborate with other IT teams to resolve cross-functional issues and improve overall service delivery.
• Late Afternoon: Analyze service desk data to identify trends, patterns, and root causes of recurring issues. Develop and implement strategies to prevent future occurrences and improve the efficiency of the Service Desk operations.

Why Mandaluyong City?

Mandaluyong City is a bustling hub in Metro Manila, known for its vibrant commercial districts, diverse cultural scene, and convenient access to transportation. Working in Mandaluyong City offers a unique blend of career opportunities and lifestyle advantages. The city is home to numerous multinational corporations and thriving local businesses, creating a dynamic and competitive job market. You'll also enjoy a wide range of dining, shopping, and entertainment options, as well as a relatively lower cost of living compared to other major metropolitan areas.

Career Path Opportunities at Unisys

Unisys is committed to providing employees with opportunities for professional growth and advancement. As a Service Desk Team Lead, you will have several potential career paths available to you. You may choose to advance within the Service Desk organization, taking on roles with increasing levels of responsibility and scope, such as Service Desk Manager or IT Support Manager. Alternatively, you may pursue opportunities in other areas of IT, such as project management, systems administration, or cybersecurity. Unisys offers a variety of training and development programs to help you acquire the skills and knowledge needed to achieve your career goals.

Salary and Benefits at Unisys

Unisys offers a competitive salary and benefits package that is designed to attract and retain top talent. While the exact salary for the Service Desk Team Lead role will depend on your experience and qualifications, you can expect to receive a competitive base salary, as well as a comprehensive benefits package that includes health insurance, paid time off, retirement savings plan, and other valuable perks. We understand that benefits may vary slightly, depending on location, but here are some standard benefits available at Unisys:

• Comprehensive Health Insurance: Coverage includes medical, dental, and vision care for employees and their dependents.
• Paid Time Off and Holidays: Employees receive a generous amount of paid time off for vacation, sick leave, and holidays.
• Retirement Savings Plan: Unisys offers a 401(k) or similar retirement savings plan with a company match.
• Professional Development Opportunities: Employees have access to a variety of training and development programs to enhance their skills and knowledge.
• Employee Assistance Program (EAP): The EAP provides confidential counseling and support services to employees and their families.
• Life Insurance and Disability Coverage: Unisys provides life insurance and disability coverage to protect employees and their families in the event of an unexpected event.
• Flexible Work Arrangements: Depending on the role and location, Unisys may offer flexible work arrangements, such as telecommuting or flexible hours.
• Employee Stock Purchase Plan: Employees have the opportunity to purchase Unisys stock at a discounted price.
• Tuition Reimbursement Program: Unisys offers tuition reimbursement to employees who pursue further education related to their job or career goals.
• Wellness Programs and Resources: Unisys provides wellness programs and resources to help employees maintain their physical and mental health.

The Unisys Culture: Innovation, Collaboration, and Inclusion

Unisys is committed to creating a workplace where innovation thrives, collaboration is encouraged, and all employees feel valued and respected. We believe that our diverse workforce is our greatest asset, and we are dedicated to fostering an inclusive environment where everyone can reach their full potential. We foster the following in our workplace:

• Innovation: We encourage our employees to think outside the box and come up with creative solutions to complex problems.
• Collaboration: We believe that teamwork is essential to success, and we encourage our employees to collaborate with colleagues from different teams and backgrounds.
• Inclusion: We are committed to creating a workplace where all employees feel valued and respected, regardless of their race, ethnicity, gender, sexual orientation, or other personal characteristics.

Ready to Apply?

If you are a highly motivated and experienced IT professional with a passion for leadership and a commitment to providing exceptional technical support, we encourage you to apply for the Service Desk Team Lead position at Unisys in Mandaluyong City. To apply, please submit your resume and cover letter through the Unisys careers website. We look forward to hearing from you!

Frequently Asked Questions (FAQ)

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

   The Service Desk Team Lead is responsible for leading and managing a team of Service Desk agents, ensuring the delivery of exceptional technical support to end-users, monitoring ticket queues, providing guidance and mentorship to team members, acting as an escalation point for complex technical issues, and conducting regular performance reviews.

2. What qualifications are required for this role?

   Candidates should possess a bachelor's degree in a relevant field, have a minimum of 3+ years of experience in a related role, possess excellent verbal and written communication skills in English, hold an ITIL Intermediate certification, and preferably have retail experience.

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

   Essential skills include service desk management, team leadership, technical support expertise, ITIL framework knowledge, incident management proficiency, problem-solving abilities, SLA management skills, KPI monitoring experience, performance management capabilities, mentoring skills, coaching abilities, escalation management expertise, root cause analysis proficiency, communication skills, and customer service orientation.

4. What career path opportunities are available at Unisys?

   Unisys offers a variety of career path opportunities for employees, including advancement within the Service Desk organization, such as Service Desk Manager or IT Support Manager, as well as opportunities in other areas of IT, such as project management, systems administration, or cybersecurity.

5. What benefits does Unisys offer?

   Unisys offers a competitive salary and benefits package that includes health insurance, paid time off, retirement savings plan, professional development opportunities, employee assistance program, life insurance and disability coverage, flexible work arrangements, employee stock purchase plan, tuition reimbursement program, and wellness programs and resources.

6. What is the culture like at Unisys?

   Unisys is committed to creating a workplace where innovation thrives, collaboration is encouraged, and all employees feel valued and respected. The company fosters an inclusive environment where everyone can reach their full potential.

7. How does Unisys support employee growth and development?

   Unisys offers a variety of training and development programs to help employees acquire the skills and knowledge needed to achieve their career goals. The company also provides opportunities for employees to participate in cross-functional projects and gain experience in different areas of the business.

8. What is the work environment like in Mandaluyong City?

   Mandaluyong City is a bustling hub in Metro Manila, known for its vibrant commercial districts, diverse cultural scene, and convenient access to transportation. The city offers a unique blend of career opportunities and lifestyle advantages.

9. Does Unisys offer flexible work arrangements?

   Depending on the role and location, Unisys may offer flexible work arrangements, such as telecommuting or flexible hours.

10. How does Unisys ensure equal opportunities for all employees?

    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.