Master Tech Serv Desk

What success looks like in this role

• Coordinates and plays a lead role in daily site operational activities, ensuring timely service delivery and achievement of contracted performance expectations.
• Leads or participates in projects to implement new initiatives or improve efficiency and resolution response time.
• Leads agent trainings.
• Provides doable fixes for areas of concern and identifies opportunities for improvement.
• Develops metrics by tracking tickets to evaluate tickets submitted, resolved and rejected, identifying trends and opportunities to improve the team’s overall efficiency.
• Identifies recurring issues and escalates to the appropriate team for resolution.
• Provides root cause analysis on the most challenging issues, develops comprehensive action plans and timely follow through in support of the incident management process.
• Acts as an escalation point for team members.

• High School Diploma or GED required;
  May require technical certification or Associate Degree.
• Generally, 7+ years’ experience in area of responsibility.
• This role may require access to export-controlled commodities and technology. To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

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.

Notice for U.S. Applicants:
Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity