Service Desk Team Lead - Mandaluyong City, Philippines

Role Overview

Unisys is seeking a highly motivated and experienced Service Desk Team Lead to join our team in Mandaluyong City, Philippines. In this role, you will be responsible for leading and managing a team of Service Desk professionals, ensuring the delivery of exceptional technical support to our end-users. You will play a critical role in maintaining high levels of customer satisfaction, resolving technical issues promptly, and contributing to the overall efficiency of the IT service desk operations. This position requires strong leadership skills, technical expertise, and a passion for providing outstanding customer service.

A Day in the Life

As a Service Desk Team Lead at Unisys, your day-to-day responsibilities will include:

• Team Management: Leading, mentoring, and motivating a team of Service Desk agents. Conducting regular performance reviews, providing feedback, and identifying training needs.
• Incident Management: Monitoring ticket queues, ensuring SLAs are met, and escalating complex issues to the appropriate teams. Providing support to L1 and L2 agents in resolving incidents and requests.
• Problem Management: Identifying root causes of recurring problems and implementing solutions to prevent future occurrences.
• Customer Service: Ensuring that all end-users receive prompt, courteous, and effective technical support. Monitoring customer satisfaction levels and implementing strategies to improve the customer experience.
• Process Improvement: Identifying opportunities to improve service desk processes and procedures. Developing and implementing best practices to enhance efficiency and effectiveness.
• Reporting and Analytics: Monitoring key performance indicators (KPIs) and generating reports on service desk performance. Analyzing data to identify trends and areas for improvement.

Why Mandaluyong City?

Mandaluyong City is a vibrant and bustling urban center located in the heart of Metro Manila, Philippines. It offers a dynamic environment with a thriving business district, excellent transportation infrastructure, and a wide range of amenities. Working in Mandaluyong City provides access to a diverse talent pool, a competitive job market, and numerous opportunities for professional growth. The city is also known for its vibrant culture, diverse culinary scene, and numerous entertainment options.

Career Path

The Service Desk Team Lead role at Unisys provides a solid foundation for career advancement within the IT organization. With experience and demonstrated success, you can potentially progress to roles such as:

• Service Desk Manager: Overseeing the entire service desk operation, managing multiple teams, and developing strategic plans.
• IT Service Manager: Responsible for the overall delivery of IT services, including service desk, incident management, problem management, and change management.
• Project Manager: Leading IT projects, managing resources, and ensuring successful project delivery.
• IT Operations Manager: Managing the day-to-day operations of the IT infrastructure, ensuring high availability and performance.

Salary & Benefits

The estimated salary range for a Service Desk Team Lead in Mandaluyong City, Philippines, is typically between $35,000 and $65,000 USD per year, depending on experience, skills, and qualifications. This role also comes with a comprehensive benefits package, including:

• Comprehensive health insurance coverage.
• Paid time off and holidays.
• Opportunities for professional development and training.
• Employee assistance program.
• Retirement savings plan.
• Life insurance.
• Disability insurance.
• Flexible work arrangements (depending on the role and location).
• Employee recognition programs.
• Opportunities for career advancement within Unisys.

Unisys Culture

Unisys is committed to creating a diverse, equitable, and inclusive work environment where everyone feels valued, respected, and empowered to succeed. We believe that our employees are our greatest asset, and we invest in their growth and development. At Unisys, you will have the opportunity to work on challenging projects, collaborate with talented colleagues, and make a meaningful impact on our clients' businesses. We foster a culture of innovation, collaboration, and continuous improvement.

How to Apply

If you are a highly motivated and experienced Service Desk professional with a passion for leadership and customer service, we encourage you to apply for the Service Desk Team Lead position at Unisys. To apply, please submit your resume and cover letter through the Unisys careers website. Be sure to highlight your relevant experience, skills, and qualifications, and explain why you are a good fit for this role.

FAQ

1. What are the key responsibilities of a Service Desk Team Lead?
   The key responsibilities include leading a team of service desk agents, managing incident resolution, ensuring SLA adherence, providing mentorship, and driving process improvements.
2. What qualifications are required for this role?
   A bachelor's degree, 3+ years of relevant experience, excellent communication skills, and ITIL Intermediate certification are required. Retail experience is a plus.
3. What skills are essential for success in this role?
   Essential skills include team leadership, technical support expertise, incident management, problem-solving, customer service, and communication skills.
4. What career opportunities are available after this role?
   Career paths include Service Desk Manager, IT Service Manager, Project Manager, and IT Operations Manager.
5. What is the work environment like at Unisys?
   Unisys offers a diverse, equitable, and inclusive work environment where employees are valued, respected, and empowered to succeed.
6. What is the salary range for this position?
   The estimated salary range is $35,000 to $65,000 USD per year, depending on experience and qualifications.
7. What are the benefits of working at Unisys?
   Benefits include health insurance, paid time off, professional development opportunities, retirement savings plan, and employee assistance programs.
8. Where is the location of this position?
   The position is located in Mandaluyong City, Philippines.
9. How can I apply for this position?
   You can apply through the Unisys careers website by submitting your resume and cover letter.
10. Is this a remote position?
    No, this position is not remote. It is located in Mandaluyong City, Philippines.