Operating Support Manager

About the role

Accrue up to an extra 12 days of leave per year through our Life Days program. Work with a world leading technology business at the forefront of innovation. We're a 'Family Friendly' certified workplace - we understand the often many and varied roles our team members need to play within their own unique family setting and actively support them. Our team feel Leidos is a great place to work. Learn more about our culture and benefits by visiting us here https://www.leidos.com/company/global/australia/careers Do Work That Matters Leidos Australia delivers IT and airborne solutions that protect and advance the Australian way of life. Our 2000 local experts, backed by our global experience and network of partners, are working to solve the world's toughest challenges in government, intelligence, defence, aviation, border protection and health markets. Your New Role and Responsibilities We're looking for an experienced and people-focused Operating Support Manager to join a diverse leadership team to lead the delivery user focused IT support services. Reporting to the Deputy Program Manager, you are responsible for overseeing the Help Desk, TechBar, deskside support, and customer engagement activities, while also contributing to ITIL-aligned governance and continual improvement initiatives. This is a hands-on leadership role where you'll be shaping the user experience, managing a capable team, and ensuring that support services are aligned with business needs and contractual requirements. You'll also play a key role in onboarding, training, and supporting a hybrid workforce, with a strong emphasis on service excellence and operational maturity.

Responsibilities

• Lead and mentor the Help Desk team, overseeing performance management, coaching, and professional development, while managing daily operations across the Help Desk, TechBar, and deskside support.
• Deliver high-touch VIP support for executive stakeholders and coordinate IT induction and refresher training, including sessions trending issues.
• Maintain and enhance the IT Service Catalogue to ensure clarity, accessibility, and alignment with user needs, while supporting ITSM governance activities such as knowledge management, configuration management, and business continuity planning.
• Manage team to ensure accurate logging and tracking of incidents, requests, and changes using Atlassian JIRA, and maintain asset records, update SOPs, and contribute to the knowledge base.
• Contribute to a core leadership team that spans across multiple disciplines to support the development of staff and help effectively run large scale IT sustainment.
• Provide management and delivery of shift-left activities, working closing with Technical teams to ensure all requirements are captured.
• Qualifications & Experience
• As a technical hands-on leader, your experience has given you strong management, coordination, and collaboration skills, as well as a passion for coaching and development with a view to building high performing teams. You will also possess:
• Proven experience managing a Help Desk or End User Support function within an enterprise IT environment, with a solid understanding of cloud services and modern workplace technologies.
• Strong interpersonal and communication skills, with a proactive approach to stakeholder engagement, customer service, and VIP/high-touch support expectations.
• Experienced with ITSM tools (e.g. JIRA, ServiceNow), working within defined SLAs, and contributing to service catalogue improvements.
• Skilled in knowledge management, including the development of SOPs and supporting documentation to improve service delivery.
• ITIL v4 Foundation certified, with high attention to detail and a reliable, hands-on approach to task execution.
• This role does require the successful applicant to be an Australian Citizen and hold a or be able to obtain an TSPV level security clearance and willingness to obtain DISA.
• Diverse Team Members, Shared Values and a Common Purpose
• Leidos Australia is an equal opportunities organisation and is committed to creating a truly inclusive workplace. We welcome and encourage applications from Aboriginal and Torres

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