Service Desk Team Leader

We Believe in Better! We are a global technology solutions company that powers breakthroughs for the world’s leading organizations. These solutions — digital workplace, cloud, applications & infrastructure, enterprise computing and business process solutions — help people overcome obstacles and not only reach their greatest potential but go beyond it. At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently. Key Responsibilities: Lead and manage the Service Desk team to deliver exceptional technical support to end-users. Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries. Utilizes problem solving and analytical skills to effectively resolve challenging incidents Monitor ticket queues and ensure SLAs and KPIs are consistently met. Provide guidance and mentorship to team members, fostering skill development and performance improvement. Act as an escalation point for complex technical issues and ensure prompt resolution. Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution. Conduct regular performance reviews Key Qualifications: Bachelor's Degree or High School Diploma Generally, 3-4 years’ experience in area of responsibility Good to have ITIL certification Retail experience is a plus