Manage and oversee daily Service Desk activities, including staffing, ticket queues, and escalations.
Serve as the primary escalation point for complex or high-impact service issues.
Performance & Service Management
Monitor Service Desk metrics, identify trends, and drive continuous improvement initiatives.
Ensure the team consistently meets or exceeds SLA, KPI, and customer satisfaction targets.
Leadership & Team Development
Mentor, coach, and develop Service Desk staff to enhance technical and customer service capabilities.
Foster a collaborative, accountable, and high-performing team culture.
Stakeholder & Client Engagement
Build strong working relationships with government stakeholders and internal support teams.
Participate in service reviews and operational meetings, providing clear reporting and insights.
Compliance & Security
Ensure Service Desk operations comply with federal government policies, security requirements, and contractual obligations.
Support audits, reviews, and reporting related to service delivery and compliance.
You will be successful in this role if you have:
Required
Bachelor's degree (BA/BS) with 2-4 years of relevant experience, or an equivalent combination of education and experience.
Experience in an IT Service Desk or IT support environment with strong communication and problem-solving skills.
Preferred
Experience supporting a Federal Government or public sector account.
Prior experience leading or informally supervising teams; familiarity with ITIL practices and service management tools.
Security Requirements
"NV1/NV2 security clearance minimum required."
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
Benefits
Parental leave
Additional Information
What success looks like in this role:
Role Overview
Provides operational leadership for Service Desk services supporting a Federal Government client.
Ensures delivery of high-quality IT support in line with contractual SLAs, government standards, and customer expectations.
Unisys · Canberra, Australia