Dutch- 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 the 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 your potential. This is where you can have a career in an environment where we do the right things the right way.

The Service Desk Supervisor will supervise a Service Desk Team, review service levels, schedule staff, and identify training needs. This person will be responsible for working closely with the Operations Manager to maintain and improve the service desk by directly managing employees assigned to him/her and to continuously strive to improve customer service.

What will your scope look like:

• Plan resources to accounts on a dynamic basis to maximize performance against SLAs daily, and maintain shift rosters
• Act as a focal point for the team in matters of scheduling, coordination, availability, or other matters as necessary
• Ensure all assigned employees are briefed and understand their job requirements
• Overall, measuring and monitoring of service desk agent performance on a daily basis. Responsibility for correct skill levels and active queue management
• Coordinate & schedule trainings with respect to the training necessity and agent shift availability
• Drive to meet and exceed customer expectations, and the ability to inspire service desk agents to do the same
• Provide feedback/guidance to employees assigned to him/her on their overall performance, including Attendance / Compliance / Availability
• Actively participate in recruitment activities, attendance during AC interviews as required
• Help with all requests/enquiries and direct escalation, which are outside a service desk agent's technical abilities or support boundaries, as a first level
• Inform the Operations Manager of any work conflicts, dissatisfied customers, or hardware/software malfunctions, escalations; escalate issues to all relevant parties
• Ensure all contracted support is accomplished promptly, preparing reports and participating in client-facing calls

You will be successful in this role if you have:

• Strong English and advanced Dutch verbal and written communication skills across multiple staff levels
• Additional language knowledge is a plus
• Demonstrated leadership, coaching, and mentoring skills
• 2+ years of experience in people management and performance management
• 2+ years of experience in a Customer Service position, preferably in an IT services organization
• Hands-on experience with escalation management
• Strong customer-facing skills & ability to deliver presentations and drive meetings
• Solid knowledge of ITIL processes (ITIL v3 foundation or intermediate certifications are beneficial)
• Solid understanding of logging systems
• Working knowledge of the MS Office suite and related reporting applications

Besides these, we will need your:

• "Customer-first" attitude
• High-performance driven personality and high sense of ownership
• Proactivity, sense of urgency, and ability to re-prioritize if needed
• Ability to express yourself in a structured and comprehensive manner
• Ability to communicate and act in an assertive and collaborative way
• Ability to think tactically and strategically

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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 [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here.