Deskripsi Pekerjaan
Join Unisys as a Service Desk Team Leader and spearhead our IT service excellence in Mandaluyong City. This pivotal role empowers you to lead a high-performing team through daily service operations, ensuring seamless delivery of IT support services. You'll drive SLA/KPI compliance, manage escalations with precision, and cultivate a culture of customer-centricity while implementing continuous improvement initiatives. Your leadership will directly impact operational efficiency and stakeholder satisfaction in a dynamic technology environment.
As a key innovator in our IT service framework, you'll collaborate with cross-functional teams to optimize service delivery models, implement ITIL best practices, and develop team members' technical capabilities. This opportunity offers the chance to shape service desk strategies, mentor emerging IT professionals, and contribute to Unisys' reputation for delivering cutting-edge IT solutions to global clients.
Tanggung Jawab
- Lead, mentor, and manage Service Desk team to achieve operational excellence and performance targets
- Monitor and maintain SLA/KPI compliance through proactive performance management
- Handle complex escalations and ensure timely resolution of critical technical issues
- Develop and implement service desk policies, procedures, and improvement initiatives
- Facilitate cross-functional collaboration with IT infrastructure and security teams
- Conduct regular team meetings, performance reviews, and skills development sessions
- Generate and analyze service desk performance reports for leadership review
- Drive customer satisfaction initiatives through service quality enhancements
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum 5 years IT service desk experience with 2+ years in team leadership
- ITIL Foundation/Practitioner certification or equivalent service management expertise
- Proven track record in SLA/KPI management and customer satisfaction metrics
- Strong knowledge of IT infrastructure, service management tools (e.g., ServiceNow, Jira)
- Exceptional problem-solving, communication, and conflict resolution skills
- Experience with IT service delivery methodologies and best practices
- Ability to work flexible hours including occasional on-call support