Director Service Desk

What success looks like in this role:

• Leads entire regional Service Desk operations.
• Develops the Service Desk strategy for the region, leading and driving the implementation of the Service Desk roadmap into all accounts.
• Holds regional delivery P&L responsibility.
• Provides overall leadership for the Service Desk team, ensuring a client-focused approach and adherence to best practices.
• Establishes and enforces Service Desk policies, procedures and workflows to ensure efficient service delivery.
• Generates ideas for new processes, tools and techniques.
• Helps identify risks and how to mitigate before crises develop.
• Collaborates with key clients to plan, develop and implement next steps.
• Promotes, encourages and demands strong client service in all activities.
• Monitors Service Desk performance metrics and KPIs to assess operational effectiveness and identify areas for improvement.
• Serves as a primary point of contact for key clients, including senior management, business unit leaders and external clients.
• Participates in Pre-sales activities and actively supports sales efforts as required through participation in client engagements and hosting.
• Provides regular updates and reports to senior leadership on Service Desk performance, achievements and challenges.

You will be successful in this role if you have:

• BA/BS degree and 8-10 years’ relevant experience OR equivalent combination of education and relevant experience
• Graduate degree preferred
• 4-6 years’ leadership experience

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.

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.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.