Job Description

What success looks like in this role:

Our Customer Service team is critical to our mission, helping our clients with solutions and assistance that deliver results for businesses around the world. As a Gartner Workplace Leader, we are open, honest, and responsible, and our Agents bring to life the ethical standards that have made us such a trusted global name.

Be inspired, encouraged, and supported to fulfill your ambitions and potential. This is where you can build a career in an environment where we do the right things the right way.

The Role

The Service Desk Supervisor will lead a Service Desk team, review service levels, schedule staff, and identify training needs. This role works closely with the Operations Manager to maintain and continuously improve service desk operations by directly managing assigned employees and driving high-quality customer service delivery.

What will your scope look like:

• Plan and allocate resources dynamically to maximize performance against SLAs on a daily basis; maintain shift rosters

• Act as the focal point for the team in matters of scheduling, coordination, and availability

• Ensure all assigned employees are properly briefed and understand their responsibilities

• Monitor and measure service desk agent performance daily, ensuring appropriate skill levels and effective queue management

• Coordinate and schedule trainings based on business needs and agent availability

• Drive a culture that meets and exceeds customer expectations and inspires agents to do the same

• Provide regular feedback and guidance on performance, including Attendance, Compliance, and Availability

• Actively participate in recruitment activities, including Assessment Center interviews as required

• Support escalations and requests beyond agent capability as a first point of escalation

• Communicate any risks, conflicts, customer dissatisfaction, or technical issues to the Operations Manager and relevant stakeholders

• Ensure all contracted support is delivered in a timely manner, including reporting and participation in client-facing calls

You will be successful in this role if you have:

• Strong English and German verbal and written communication skills across multiple organizational levels

• Additional language skills are an advantage

• Demonstrated leadership, coaching, and mentoring capabilities

• Minimum 2+ years of experience in people management and performance management

• Minimum 2+ years of experience in a Customer Service environment, preferably within IT services

• Hands-on experience with escalation management

• Strong customer-facing skills, including presentation delivery and meeting facilitation

• Solid knowledge of ITIL processes (ITIL certification is preferred)

• Solid understanding of ticketing/logging systems

• Working knowledge of MS Office and reporting tools

Personal Attributes:

• Customer-first mindset

• High-performance, ownership-driven attitude

• Proactive approach with a strong sense of urgency and ability to reprioritize

• Comfortable working in a dynamic environment with frequent changes

• Strong stress management skills and ability to perform under pressure

• Structured and clear communication style

• Assertive yet collaborative way of working

• Ability to think both tactically and strategically

Why Unisys?

• Hybrid working possibilities within real & practiced customer-centricity as well as employee diversity

• The individual counts at Unisys - be a trusted team member and have supportive supervisors

• Inclusion & Ethics - Work in an ethical company culture where you can be yourself

• Be part of our internal career development programs (variety of technologies, continuous personal career growth)

• Unisys university - unlimited access to our online training tool to improve your soft skills and technical capabilities

• Industry leading 15 week onboarding & training including travels to Budapest (2x 2 weeks Unisys Training Lab) and Munich (1 week – client training (potentially non-mandatory))

• Life insurance – 200% of salary covered

• Private health insurance - comprehensive outpatient cover (with option to cover partner/family at own cost)

• Sports Card – can be used for gym memberships among other health and wellness offerings

• PPK - 1,5% sponsorship, starting after 3 month probation period

• Paid holidays (< 10 years of employment service: 20, >10 years of employment service: 26 days)

• Surplus payments for non-standard shifts (weekend, night, holidays)

• Competitive salary and company bonus within an unlimited work contract

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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