Team Leader/supervisor Service Desk

Unisys

Canberra, Australia
On-site
It service desk experience
Strong communication skills
Problem-solving skills
Provides operational leadership for Service Desk services supporting a Federal Government client, ensuring delivery of high-quality IT support in line with contractual SLAs, government standards, and customer expectations

Job Summary

  • Provides operational leadership for Service Desk services supporting a Federal Government client, ensuring delivery of high-quality IT support in line with contractual SLAs, government standards, and customer expectations.
  • Manages and oversees daily Service Desk activities, including staffing, ticket queues, and escalations, serving as the primary escalation point for complex or high-impact service issues.
  • Mentors, coaches, and develops Service Desk staff to enhance technical and customer service capabilities, fostering a collaborative, accountable, and high-performing team culture.

Matching Summary

Provides operational leadership for Service Desk services supporting a Federal Government client, ensuring delivery of high-quality IT support in line with contractual SLAs, government standards, and customer expectations.

Skills & Requirements

Must-have

  • IT Service Desk experience
  • strong communication skills
  • problem-solving skills
  • federal government policies compliance
  • security requirements compliance

Nice-to-have

  • ITIL practices familiarity
  • service management tools familiarity
  • collaborative team culture

Key Requirements

  • Bachelor’s degree (BA/BS) with 2–4 years of relevant experience or equivalent
  • Experience supporting a Federal Government or public sector account
  • Prior experience leading or informally supervising teams
  • NV1 security clearance minimum requirement

Work Rights

NV1 security clearance

Tailored Resume

Cover Letter