UnisysGerman-speaking Service Desk Supervisor
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
What do we offer?
Hybrid working is supported
Monthly gross 44.200 HUF cafeteria - regardless of your weekly working hours
Home office allowance
Private Health Insurance Generali Premium Package provided for all Unisys associates after 6-months tenure
Last and foremost, a great team, also 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.