Team Leader/supervisor Service Desk

Unisys UK

Canberra, Australia
On-site
Operational leadership for service desk
It support delivery
Manage daily service desk activities
Provides operational leadership for Service Desk services supporting a Federal Government client

Job Summary

  • 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.
  • Mentor, coach, and develop Service Desk staff to enhance technical and customer service capabilities.

Matching Summary

Provides operational leadership for Service Desk services supporting a Federal Government client.

Skills & Requirements

Must-have

  • Operational leadership for Service Desk
  • IT support delivery
  • Manage daily Service Desk activities
  • Primary escalation point
  • Monitor Service Desk metrics
  • Drive continuous improvement
  • Meet SLA/KPI targets
  • Foster team culture
  • Build stakeholder relationships
  • Ensure compliance with government policies

Nice-to-have

  • Develop staff capabilities
  • High-performing team culture
  • Clear reporting and insights
  • Support audits and reviews

Key Requirements

  • Bachelor’s degree or equivalent experience
  • 2-4 years relevant experience
  • IT Service Desk experience
  • Strong communication skills
  • Strong problem-solving skills
  • Federal Government account experience preferred
  • ITIL practices familiarity preferred
  • Service management tools familiarity preferred
  • NV1 security clearance minimum requirement

Work Rights

NV1 security clearance required

Tailored Resume

Cover Letter