IT Support Leader Role
As an IT Support Leader, you will play a key role in delivering reliable and secure platforms. You'll oversee daily operations across the Help Desk, TechBar, and deskside support.
Key Responsibilities:
* Lead and mentor the Help Desk team, overseeing performance management, coaching, and professional development.
* Manage 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.
* Maintain and enhance the IT Service Catalogue to ensure clarity, accessibility, and alignment with user needs.
* Manage team to ensure accurate logging and tracking of incidents, requests, and changes using Atlassian JIRA.
* 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 closely with Technical teams to ensure all requirements are captured.
Required Skills and Qualifications:
* Proven experience managing a Help Desk or End User Support function within an enterprise IT environment.
* 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.
Benefits:
* 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.
Diverse Team Members, Shared Values and a Common Purpose:
Our five Advocacy Groups provide an opportunity for team members to connect and collaborate on shared interests, and work to support and celebrate our diverse community.
We welcome and encourage applications from Aboriginal and Torres Strait Islanders, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities, and age groups.
Next Steps:
To apply for this role, follow the links or apply via our Careers page.
Recruitment process - virtual / face-to-face interview & background checks.
Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements.
At Leidos, we don't want someone who 'fits the mold'—we want someone who melts it down and builds something better.
This is a role for the restless, the over-caffeinated, the ones who ask, 'what's next?' before the dust settles on 'what's now.'
If you're already scheming step 20 while everyone else is still debating step 2… good. You'll fit right in.
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