Master Tech Serv Desk

Unisys • Indianapolis, IN

5d

About The Position

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.

Requirements

• 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. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree