End User Services Manager

Leidos Australia; Canberra; On-site; AUD 120,000 - 180,000; Full time

Job summary

Leidos Australia is recruiting an End User Services Manager to lead day-to-day delivery for ~900 users, including Service Desk, Tech Bar, and endpoint support. You will drive performance, governance, and customer-focused service improvements across Microsoft 365 and collaboration platforms.

You will coach and mentor the End User Services team, manage executive escalations, and ensure accurate CMDB and asset data while aligning with contractual objectives.

Qualifications

• Proven experience leading End User Services or IT support teams in large organisations or government.
• Strong operational leadership, service performance, SLA and queue management experience.
• Able to build trusted relationships with executives and non-technical stakeholders.
• Solid knowledge of Microsoft 365, Windows endpoints, collaboration tech and modern workplace support.

Responsibilities

• Lead day-to-day End User Services delivery across multiple channels for ~900 users.
• Own operational performance, manage incidents/requests, SLAs, queue health and customer experience.
• Provide leadership, coaching, and performance management for the End User Services team.
• Act as primary escalation point for End User Services with executive stakeholders and customers.
• Maintain accuracy of asset data and CMDB records throughout lifecycle.
• Oversee asset management, procurement support, stock/inventory, and audit readiness.
• Drive continual service improvement and ITSM governance compliance.

Skills

Service Desk

End User Services

ITIL

Stakeholder management

People leadership

Microsoft 365

Endpoint support

Service reporting

Ivanti Neurons

ServiceNow

Education

ITIL Foundation certification

Tools

Ivanti Neurons

ServiceNow

Job description

Leidos Australia is a ‘Family Friendly’ certified workplace. We set out to support team members through their varied roles and family responsibilities.

Your New Role and Responsibilities

As the End User Services Manager you will lead the delivery of day‑to‑day End User Services for approximately 900 users, covering Service Desk, Tech Bar, Endpoint Support, Microsoft 365 services, and collaboration technologies. The role combines operational excellence, stakeholder engagement, people leadership, and service improvement. You will be accountable for ensuring support services are responsive, customer‑focused, and aligned with contractual and organisational objectives.

• Lead the day‑to‑day delivery of End User Services, ensuring consistent, high‑quality support across all customer engagement channels.
• Own operational performance across End User incidents and service requests, proactively managing workloads, service levels, queue health, and customer experience metrics to meet or exceed contractual obligations.
• Provide leadership, coaching, mentoring, workforce planning, and performance management for the End User Services team, fostering a collaborative, accountable, and customer‑focused culture.
• Act as the primary escalation point for End User Services, managing executive stakeholders, customer communications, priority issues, and service risks while maintaining strong and trusted customer relationships.
• Maintain accountability for the integrity and accuracy of End User Services asset and configuration data, ensuring items are effectively managed throughout their lifecycle and Configuration Management Database (CMDB) records remain accurate, current, and auditable.
• Oversee physical asset management activities, supporting customer procurement, stock management, asset inventory into CMDB, reconciliation, refresh recommendations, and audit support, ensuring accurate records and effective operational controls are maintained.
• Lead End User Services continual service improvement initiatives, contribute to problem management activities, maintain knowledge management practices, and ensure compliance with security, change management, asset management, and ITSM governance requirements.

Qualifications & Experience

• Proven experience leading Service Desk, End User Services, or IT support teams within a medium‑to‑large enterprise or government environment, including workforce planning, coaching, performance management, and capability development.
• Strong operational leadership skills with experience managing service performance, SLA achievement, queue management, customer outcomes, and service reporting within an ITIL‑aligned environment.
• Demonstrated ability to build trusted stakeholder relationships, manage executive escalations, influence priorities, and communicate effectively across technical and non‑technical audiences.
• Sound technical knowledge of Microsoft 365, Windows endpoint environments, collaboration technologies, identity and access management, and modern workplace support services.
• Experience driving continual improvement initiatives, problem management activities, knowledge management practices, and operational governance processes that improve customer experience and service efficiency.
• Practical experience using IT Service Management platforms such as Ivanti Neurons, ServiceNow, or similar tools to manage incidents, requests, knowledge, assets, and configuration information.
• A proactive and analytical approach to problem solving, with the ability to interpret operational data, identify trends, and implement improvements in a dynamic customer environment.
• ITIL Foundation certification, industry certifications, or equivalent practical experience supporting service delivery and operational excellence.

This role does require the successful applicant to be an Australian Citizen and hold an NV1 level security clearance.

Equal Opportunity Statement

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.