What success looks like in this role:
Unisys is one of Canberra’s leading Service Desk providers, supporting a range of Federal Government clients. Unisys offers industry best practice training, a collaborative work setting and opportunities for career progression that can build your career in Information Technology.
- Understands and is accountable for service level objectives as defined by contract/client.
- Supervises the efforts of Service Desk teams within an assigned region.
- Directs Service Desk team members in their day-to-day activities by serving as an escalation point for issues referred to by Service Desk team members, clients or other teams.
- Mentors and trains Service Desk team members to build new skills.
- Builds collaboration within the team and with outside support teams.
- Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis.
- Ensures team meets or exceeds agreed up SLAs.
- Oversee daily operations, including schedules, escalations, and reporting. Prioritize projects, identify goals, and assign staff to reach goals.
You will be successful in this role if you have:
- Must be an Australian Citizen.
- NV1 Security Clearance required.
- Bachelor’s degree in information technology, Computer Science, or related field.
- 2 years of prior experience preferred but not required.
- Prior management experience not required but may have informally led teams
- ITIL certification is desired.
- Demonstrated leadership skills.
- General knowledge of customers supported.
- Demonstrates leadership principles that build relationships, sustain morale, and foster employee retention.
📌 Service Desk Team Lead
🏢 Unisys
📍 Canberra