Job Description

What success looks like in this role:

The Ticket Lifecycle Manager is responsible for overseeing the end-to-end lifecycle of service tickets, ensuring efficient handling, accurate reporting, and continuous improvement of Service Desk operations. This role combines strong analytical and reporting capabilities with hands-on operational knowledge of Tier 1 and Tier 2 support. The Ticket Lifecycle Manager partners with business and IT stakeholders to analyze ticket data, identify trends and root causes, ensure SLA compliance, and drive process optimization through insights, collaboration, and technical expertise. Oversees incident and request expedite and escalation handling, ensuring urgent or business-critical issues are prioritized, communicated effectively, and escalated through appropriate technical and management channels to drive timely resolution and customer satisfaction.

Key Responsibilities

Ticket Lifecycle, Escalation & Service Desk Operations

• Owns and manages the end-to-end ticket lifecycle, from intake and triage through resolution, escalation, and closure.

• Defines, monitors, and enforces escalation paths, thresholds, and handover procedures in line with SLAs and operational priorities.

• Acts as an escalation point for complex, high-impact, or time-sensitive incidents and service requests.

• Ensures escalated tickets are clearly documented, prioritized, and communicated to the appropriate resolver groups.

• Coordinates with higher-level support teams, vendors, and stakeholders to drive timely resolution of escalated issues.

• Ensures tickets are accurately logged, categorized, prioritized, and updated throughout their lifecycle.

• Communicates escalation status, impact, and resolution updates to both technical and non-technical stakeholders.

• Supports and guides L1 and L2 agents on escalation criteria, handling expectations, and best practices.

Data Analysis, Reporting & Insights

• Provides data analysis services related to ticket volumes, resolution times, SLA performance, backlog health, and productivity metrics.

• Works with business and operational stakeholders to:

• Understand business objectives and service priorities,

• Identify key challenges and pain points in the ticket lifecycle,

• Define data and reporting requirements,

• Prioritize analytical tasks and agree on data sources, methods, and deliverables.

• Analyzes current and historical performance, performs variance analyses, and identifies trends and improvement opportunities.

• Creates, maintains, and distributes routine and ad-hoc operational reports

• Troubleshoots reporting issues and supports users with report interpretation and usage.

• Applies best practices in data structuring, metric definition, and usability to ensure actionable and reliable reporting.

Continuous Improvement & Stakeholder Collaboration

• Uses insights from ticket data to recommend process improvements, automation opportunities, and workload optimization.

• Supports roadmap planning for reporting and operational improvements.

• Actively contributes to problem-solving initiatives that improve service quality, efficiency, and customer experience.

You will be successful in this role if you have:

Education & Experience

• BA/BS degree with 2–4 years of relevant experience

• Equivalent combinations of education, certifications, and experience considered

Technical & Professional Skills

• Strong understanding of IT Service Desk operations, incident/request management, and ticketing tools

• Experience supporting hardware, software, network connectivity, printing, and remote access

• Solid analytical skills with experience in data analysis, reporting, and performance metrics

• Proven problem-solving skills with the ability to identify root causes and drive resolution

• Ability to communicate complex technical information clearly to diverse audiences

• Experience working to SLAs and operational KPIs

Preferred

• Technical certification or Associate Degree

• Experience with Service Management frameworks (e.g., ITIL)

• Exposure to reporting tools or dashboards supporting IT operations

What do we offer?

• Hybrid workingis supported

• Monthly gross 44.200 HUF cafeteria- regardless of your weekly working hours

• Fixed extra language allowance

• Additional shift bonuses

• Private Health Insurance- Premium Package provided for all Unisys associates after 6 months of tenure

• Home office allowance

• Last and foremost, a great team, as well as a lot of learning and training opportunities

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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