Uses insights from ticket data to recommend process improvements, automation opportunities, and workload optimization.
Supports roadmap planning for reporting and operational improvements.
Actively contributes to problem-solving initiatives that improve service quality, efficiency, and customer experience.
You will be successful in this role if you have:
Education & Experience
BA/BS degree with 2-4 years of relevant experience
Equivalent combinations of education, certifications, and experience considered
Technical & Professional Skills
Strong understanding of IT Service Desk operations, incident/request management, and ticketing tools
Experience supporting hardware, software, network connectivity, printing, and remote access
Solid analytical skills with experience in data analysis, reporting, and performance metrics
Proven problem-solving skills with the ability to identify root causes and drive resolution
Ability to communicate complex technical information clearly to diverse audiences
Experience working to SLAs and operational KPIs
Preferred
Technical certification or Associate Degree
Experience with Service Management frameworks (e.g., ITIL)
Exposure to reporting tools or dashboards supporting IT operations
What do we offer?
Hybrid working is supported
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
#LI-KB2
This commitment includes our efforts to provide for all those who seek
Benefits
Health insuranceRemote work optionsPerformance bonusParental leave
Additional Information
What success looks like in this role:
The Ticket Lifecycle Manager is responsible for overseeing the end-to-end lifecycle of service tickets, ensuring efficient handling, accurate reporting, and continuous improvement of Service Desk operations. This role combines strong analytical and reporting capabilities with hands-on operational knowledge of Tier 1 and Tier 2 support. The Ticket Lifecycle Manager partners with business and IT stakeholders to analyze ticket data, identify trends and root causes, ensure SLA compliance, and drive process optimization through insights, collaboration, and technical expertise. Oversees incident and request expedite and escalation handling, ensuring urgent or business-critical issues are prioritized, communicated effectively, and escalated through appropriate technical and management channels to drive timely resolution and customer satisfaction.
Unisys · Budapest, Hungary