Service Desk Regional Director

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Company: Unisys
Location: Augusta, GA 30901 (Laney Walker area)

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Unisys is a global information technology (“IT”) company. We work with many of the world’s largest companies and government organizations to solve their most pressing IT and business challenges. We specialize in providing integrated, leading-edge solutions to clients in the government, financial services and commercial markets. Our offerings include cloud and infrastructure services, application services, security solution and high-end server technology. We have more than 20,000 associates serving clients around the world. For more information, visit http://www.unisys.com.

Position Overview:

The Service Desk Regional Director / Leader will have full accountability for the Managed Services Centers across the US & Canada. This role will operate as the leader across all centers in the region to ensure high levels of consistency to global standards in process, methodology and tools. This role will also drive productivity, customer service, process improvements and achieve high customer and employee satisfaction across each of the centers in the region. This role will have total P&L responsibility for Managed Services Centers across the region. The Service Desk Regional Director / Lead will align with global consistency standards to drive customer service and overall customer satisfaction, while improving call efficiency, employee knowledge, growth and adherence to client processes, resulting in increased profitability for US&C MSCs and more broadly for End User Services worldwide.

The role will partner with the Global Finance organization to create and implement a plan and budget for the US&C MSCs. The position is also responsible for providing a well thought out resource management strategy for US&C and supporting broader global leadership with resource management and client support. We are seeking an individual who prides themselves on a highly visible, hands-on people management approach who provides the leadership and vision to fuel the performance and sales growth for the center. We are looking to speak with candidates who possess vast experience in building teams and leading a world-class ITO call centers. Your leadership style is one that “pulls” rather than “pushes” and you elicits the contribution of others


Skills, Experience & Qualifications:

  • 20+ years of experience with the service desk (ITO) area
  • Deep technical knowledge of Enterprise level service desk operations
  • BA/BS degree highly desired
  • ITILv3 best practices – proficient
  • Extensive experience in building teams and leading world-class MSCs. Ideally coming from an IT service provider environment
  • Prior experience leading large teams of 500+
  • Possess excellent people management skills. The ability to work with a broad range of personalities.
  • A leadership style that “pulls” rather than “pushes” and elicits the contribution of others. A personality that could be described as empathetic, open, and flexible.
  • Excellent process development and management skills.
  • Strong experience with employee training and development, with a focus on customer satisfaction and service.
  • Excellent communication (oral, written), presentation, and interpersonal skills
  • Demonstrated ability to develop and implement process enhancements including technology and performance.
  • Excellent skills, analytical and problem solving expertise.
  • Ability to drive Service Desk innovation
  • Experience supporting clients across all verticals (Public Sector, Commercial, Financial Services)
  • An intense desire to exceed our customers’ expectations in order to achieve sustainable competitive advantage
  • A knowledge of call center technologies and they may be employed to help grow the business.
  • US Citizenship required
Do you have what it takes to be mission-critical? Apply Now.

Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at http://www.Unisys.com.


Unisys is an Equal Opportunity Employer (EEO). Minorities, Females, Disabled Persons, and Veterans.