Call Reception/Help Desk Supv
Chicago, IL

Job Description

Secure your tomorrow with Unisys: A great place to learn and grow your career! At Unisys, every associate makes a difference. Here, you have the opportunity to learn new skills, apply your expertise, explore local and global challenges, and solve complex technology issues with creative solutions and diverse teams. You are part of a team that drives change and delivers results on a daily basis. Our success is a direct result of our people.

Complete understanding and application of industry practices, principles, theories, concepts, and standards. Develops/provides solutions to a wide range of problems. Solutions are thorough, practical and consistent with organization objectives. Work is performed under general direction. May supervise lower skilled/routine workers._x000D_ _x000D_ Incumbents in this classification are generally responsible for one or more of the following: 1) supervising employees who obtain information from services requester, log information into proper call management system and provide information relevant to the call and services provider; 2) supervising employees who deliver remote hardware and software support to resolve basic feature/function questions regarding Off the Shelf (i.e., Microsoft Office applications), client customized enterprise business applications (i.e., PeopleSoft HRMS), or similar areas.

Key Responsibilities

#MULTIVALUE

Key Qualifications

* Request Management experience
* ITIL certification is a plus
* 2-3 years or more in IT Service Management environment.
* Demonstrated leadership skills.
* General knowledge of customers supported.
* Competent in MS Office and other standard software
* Demonstrates leadership principles that build relationships, sustain morale, and foster employee retention.
* Understands and is accountable for service level objectives as defined by contract/client.
* Ability to accurately assess and implement developmental requirements in order to build individual and team capability.
* Ability to set and work towards challenging goals, demonstrating enthusiasm and drive in the pursuit of goals.
* Ability to contribute to the formation and ongoing achievement of team based work structures.
* Ability to assign, oversee, and review the work of employees supervised.
* Ability to monitor adherence to schedules and procedures.
* Ability to make recommendations to management on personnel and project-related actions.
* Strong coaching and mentoring skills.
* Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes