Unisys Federal Systems

Incident Manager/Helpdesk Team Lead

Req ID
Federal Systems
Customer Service/Support
Travel Percentage

Summary / Description

We are currently seeking a motivated, career and customer oriented Incident Manager & Helpdesk Team Lead to join our team in Alexandria, VA, to begin an exciting and challenging career with Unisys Federal Systems.


In this role you will lead a small team of tier-2 software support technicians to provide technical support to employees of a large federal agency.  You will be expected to lead by example by becoming a subject matter expert in the use of law enforcement software systems and work directly with law enforcement users to provide guidance on system use and issue resolution.  Candidate should have a background in custom web application support, a passion for learning new technologies and a genuine desire to help people.  Position requires that you are a self-starter with strong troubleshooting skills who will use available resources to research answers to help your customers.  You will be expected to become an expert user of our custom software applications and develop the capability to identify and resolve a wide variety of information technology issues.  You will work closely with a supportive and talented team of user support, training and software engineering professionals.



  • Understanding of software system components such as databases, application servers, service oriented architecture, system interfaces and supporting technologies.
  • Troubleshooting skills to identify root cause of user reported problems for an intranet based web application.
  • Provide support for mission critical software applications, web sites and information technology infrastructure.
  • Facilitate and drive the resolution of system failures on conference calls or directly with the end user.
  • Develop materials such as FAQs, user guides and incident resolution details to help team collaborate and encourage information sharing. Strong technical documentation experience.
  • Ability to coordinate multiple teams from different departments to diagnose causes of application and system failures.
  • Handle escalations from help desk through tickets, e-mail, instant messaging and phone.


Position Requirements:

  • Bachelor's degree and minimum 5 years of related experience or equivalent blend of education and experience.
  • Management and team leadership experience.
  • Thorough understanding of web browser based applications, Internet Explorer and browser plugins.
  • Understanding of PC connectivity and networking such as ethernet, TCP/IP and VPN.
  • Strong experience using MS-Office, specifically MS-Excel, as a power user to produce reports, charts and analyze data.
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users.
  • Strong customer service skills.  Shift work required.  Rotating on-call schedule.

Desired Skills:

  • BMC Remedy.
  • Understanding of Java applets.
  • Understanding of web services and system interfaces.
  • Experience working with technical teams to identify software application changes built into new releases.
  • Use screen sharing technology to work with end-user to resolve problems.
  • Ability to write SQL queries for ad-hoc reports.
  • Experience with biometric identification systems.
  • Experience with law enforcement agencies.

Government Eligibility Requirements

  • Candidate must be able to favorably pass government background investigation.
  • S. Citizenship eligibility requirements.


About Unisys

Do you have what it takes to be mission critical?

Your skills and experience could be mission critical for our Unisys team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers.  As a member of our diverse team, you’ll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems.

Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.

Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical. We work with many of the world's largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications. We do this while protecting and building on their legacy IT investments. Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services. Unisys has more than 23,000 employees serving clients around the world.

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 www.Unisys.com.

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


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