German-speaking SD - Team Leader for Night shift

What success looks like in this role:

The Team Coordinator supports the Service Desk Supervisor in improving team performance, technical knowledge, and service quality. The role also acts as a senior point of contact for agents and may handle tickets or calls when needed.

Key Responsibilities:

• Support the Supervisor by highlighting risks, customer issues, and operational challenges
• Monitor call/ticket quality, analyze performance, and identify training needs
• Provide coaching, mentoring, and day-to-day guidance to Service Desk agents
• Handle escalations and provide advanced technical and procedural support
• Monitor queues and SLAs, ensuring timely resolution of tickets and service requests
• Contribute to process improvements, knowledge base updates, and quality initiatives
• Support troubleshooting, ticket handling, and ensure proper documentation
• Collaborate with teams and participate in internal and client-facing meetings

Experience as a Senior Service Desk Agent or similar role

• Strong English and German communication skills arerequired
• Knowledge of Avaya systems and ticketing/logging tools
• Basic ITIL knowledge (certification preferred)
• Good understanding of MS Office, especially Excel

Personal Attributes:

• Customer-focused with a proactive, solution-oriented mindset
• Strong coordination and multitasking abilities
• Comfortable working in a fast-paced, changing environment
• Good stress management and resilience
• Strong analytical, communication, and coaching skills
• Team-oriented with the ability to work independently

What do we offer?

• After the training period full remote opportunity - during the training period day time 5 days/week in the office
• Monthly gross 44.200 HUF cafeteria - regardless of your weekly working hours
• Fixed extra language allowance
• Additional shift bonuses
• Private Health Insurance - Premium Package provided for all Unisys associates after 6 months of tenure
• Home office allowance
• Last and foremost, a great team, as well as a lot of learning and training opportunities

Unisys is a global technology solutions company that delivers digital workplace, cloud, applications and infrastructure, and enterprise computing solutions to clients around the world.

The Budapest delivery centre supports international clients with multilingual service desk, infrastructure and cloud security teams.