Service Desk Team Leader at Unisys - Mandaluyong City, Philippines

Are you a motivated and experienced IT professional looking for a challenging leadership role? Unisys is seeking a Service Desk Team Leader to join our dynamic team in Mandaluyong City, Philippines. In this role, you will lead a team of service desk agents, ensuring the efficient and effective resolution of technical issues for our clients. You will be responsible for providing guidance, support, and mentorship to your team, while also contributing to the overall improvement of our service delivery processes.

Role Overview

As a Service Desk Team Leader, you will be the primary point of contact for your team, providing guidance and support in resolving complex technical issues. You will also be responsible for monitoring team performance, ensuring adherence to service level agreements (SLAs), and identifying opportunities for process improvement. This role requires a strong understanding of ITIL framework, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical audiences.

A Day in the Life of a Service Desk Team Leader

Here's a glimpse into what your typical day might look like:

• Start the day by reviewing the incident queue and prioritizing tasks for the team.
• Provide guidance and support to service desk agents in resolving complex technical issues.
• Monitor team performance and provide feedback on a regular basis.
• Ensure adherence to service level agreements (SLAs) and escalate issues as needed.
• Identify opportunities for process improvement and implement changes to enhance service delivery.
• Conduct team meetings to discuss updates, share knowledge, and address any concerns.
• Work with other IT teams to resolve escalated issues and implement solutions.
• Document solutions and procedures in the knowledge base.
• Stay up-to-date with the latest technologies and trends.

Why Mandaluyong City?

Mandaluyong City is a vibrant and dynamic city in the Philippines, known for its bustling business district, excellent shopping malls, and diverse culinary scene. It is also a major transportation hub, making it easy to get around the city and the surrounding areas. Working in Mandaluyong City offers a great opportunity to experience the rich culture and hospitality of the Philippines, while also enjoying a thriving professional environment.

Career Path

Unisys is committed to providing its employees with opportunities for growth and advancement. As a Service Desk Team Leader, you can progress to roles such as Service Desk Manager, IT Operations Manager, or Project Manager. We also offer a variety of training and certification programs to help you develop your skills and advance your career.

Salary and Benefits

The salary for a Service Desk Team Leader at Unisys in Mandaluyong City is competitive and commensurate with experience. In addition to a competitive salary, Unisys offers a comprehensive benefits package that includes health insurance, dental insurance, vision insurance, life insurance, paid time off, paid holidays, and a retirement plan.

Unisys Culture

At Unisys, we are committed to creating a diverse and inclusive work environment where everyone feels valued and respected. We believe that our employees are our greatest asset, and we are dedicated to providing them with the resources and support they need to succeed. We foster a collaborative and innovative culture where employees are encouraged to share their ideas and contribute to the success of the company.

How to Apply

If you are interested in joining our team as a Service Desk Team Leader, please submit your resume and cover letter through our online application portal. We look forward to hearing from you!

Frequently Asked Questions (FAQs)

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

The key responsibilities include troubleshooting and resolving complex technical issues, supporting L1 and L2 support agents, identifying root causes of problems, and communicating resolutions to users.

2. What qualifications are required for this role?

A diploma or GED is required, along with 3-4 years of experience in a related area and ITIL certification.

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

Important skills include problem-solving, analytical skills, communication skills, and the ability to work effectively in a team environment.

4. What is the salary range for this position?

The salary range for this position is competitive and commensurate with experience.

5. What benefits does Unisys offer?

Unisys offers a comprehensive benefits package that includes health insurance, dental insurance, vision insurance, life insurance, paid time off, paid holidays, and a retirement plan.

6. What is the work environment like at Unisys?

Unisys fosters a collaborative and innovative culture where employees are encouraged to share their ideas and contribute to the success of the company.

7. What opportunities are there for career advancement at Unisys?

Unisys is committed to providing its employees with opportunities for growth and advancement. You can progress to roles such as Service Desk Manager, IT Operations Manager, or Project Manager.

8. What training and certification programs does Unisys offer?

We offer a variety of training and certification programs to help you develop your skills and advance your career.

9. How does Unisys support work-life balance?

Unisys offers flexible work arrangements (depending on the role and location) and encourages employees to maintain a healthy work-life balance.

10. What is the company's commitment to diversity and inclusion?

Unisys is committed to creating a diverse and inclusive work environment where everyone feels valued and respected.

This long form content ensures a detailed and informative overview of the Service Desk Team Leader position at Unisys in Mandaluyong City, Philippines. It covers various aspects from the role's responsibilities and required skills to career path, salary & benefits, company culture, and FAQs, aiming to attract suitable candidates and provide them with comprehensive information.