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Service Desk Manager in Washington, DC at Unisys Federal Systems

Date Posted: 11/28/2018

Job Snapshot

Job Description

We are seeking motivated, career and customer oriented Service Desk Managers interested in joining our team in Washington, DC and exploring an exciting and challenging career with Unisys Federal Systems.

In this role you will deliver world class service to Unisys’ customer by leading a team of service desk analysts that respond to user IT issues at more than 70 locations nationwide. You will drive high levels of professionalism and fast, accurate, and courteous resolution of issues. You will develop and use service desk metrics and surveys to measure performance and customer satisfaction. As the “face” of the organization to the user community, you are accountable for ensuring the highest levels of customer service.

Duties/Tasks and Responsibilities

  • Deliver superior customer service to the user community.
  • Match/adjust service desk analyst schedules to peak workloads.
  • Develop/use industry standard metrics and surveys to measure performance and customer satisfaction.
  • Baseline metrics and use as the basis for continuous improvement.
  • Be the “face” of the organization to the user community.
  • Mentor service desk analysts and plan their career growth.
  • Timely/responsive status reporting.
  • Bring creative solutions to issues.
  • Build/maintain a knowledge repository of know issues/resolutions.
  • Bring flexibility to pivot and adjust to the needs to Unisys’ customer.
  • Develop/build a high performing team with low turnover and career growth opportunity

Position Requirements:

  • Bachelor’s degree and a minimum of 5 years IT experience.
  • Minimum 2 years’ experience leading a service desk.
  • Minimum of 1 relevant certifications (A+, Network+, or other)
  • Track record of using service desk metrics to measure performance and customer satisfaction.
  • Exceptional communication skills.
  • A Public Trust clearance or the ability to obtain one is required.
About Unisys

Do you have what it takes to be mission critical?

We are always looking for team members that have what it takes to be mission critical. At Unisys Federal Systems, our team supports the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers.

Our team members gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems.

Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.

Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical. We work with many of the world's largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications. We do this while protecting and building on their legacy IT investments. Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services. Unisys has more than 23,000 employees serving clients around the world.

Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at

Unisys is an Equal Opportunity Employer (EOE) - Minorities, Females, Disabled Persons, and Veterans.

Req ID = 2017-2839