Unisys Federal Systems

Customer Engagement Task Lead

Job Locations US-DC-PENTAGON
Req ID
Federal Systems
Customer Service/Support
Travel Percentage

Summary / Description

We are currently seeking a motivated, career and customer service oriented Customer Engagement Lead to join our team in Arlington, VA to begin an exciting and challenging career with Unisys Federal Systems. 


Duties: Liaison between service desk operations and customer’s for issues related to customer satisfaction, service desk ticket failures, and updates to process/policy changes
Review tickets to ensure consistency in documentation to standards
Actively participate and lead customer status calls
Communicate action plans to customer base during outages or impact to service desk operations
Develop Strategic communications for process changes driven by both the service desk and customer environment
Support continuous process improvements to improve performance levels
Drive client satisfaction on the Service Desk


Education: B.S. degree in business, CIS, marketing, or other related discipline or some college with 8 years of customer service experience.
Must have or be able to obtain ITIL V3 Foundation Certification within 60 days of hire
Experience working in service desk environment with Remedy ITSM 7.6, or 8.1
Competency in call center tracking tools
Demonstrated ability to learn customer support processes and techniques
Excellent analytical and problem solving skills
Excellent oral and written communication skills
Competency in MS Office Suite.




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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