Endpoint Operations Lead

Unisys; Canberra; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

Job summary

Unisys in Canberra seeks an IT Operations and Triage lead to run day-to-day incident, request and task triage, coordinating with technical towers and external providers as needed.

The role requires ITIL-aligned practices, strong prioritisation, and ownership of ticket lifecycles, ensuring quality handovers and timely resolutions.

Qualifications

• BA/BS degree and 4-6 years' relevant experience OR equivalent combination of education and experience.
• Experience in IT service management and incident handling.
• Strong communication and coordination skills.

Responsibilities

• Lead day-to-day Operations and Triage for incidents, requests and tasks.
• Assess, prioritise and assign work to the appropriate technical tower.
• Maintain ownership and handovers across the ticket lifecycle.
• Monitor queue volumes, ageing, priorities and SLAs, and coordinate actions.
• Coordinate escalations and major incidents through to resolution.

Skills

Incident management

ITIL

Prioritization

Education

BA/BS degree and 4-6 years' relevant experience OR equivalent combination of education and experience

Tools

ServiceNow

Job description

What success looks like in this role:

• Lead the day-to-day Operations and Triage function, acting as the single operational entry point for incidents, requests and tasks.
• Assess, prioritise and assign work to the appropriate technical tower and capability level, minimising avoidable handoffs and delays.
• Maintain clear ownership and effective handovers throughout the ticket lifecycle across the Service Desk, technical towers and external providers.
• Monitor queue volumes, ageing, priorities and SLAs; identify emerging risks and coordinate corrective action.
• Coordinate operational escalations and major/service-impacting incidents through to resolution, tracking actions and communication.
• Apply consistent ITIL-aligned Incident, Request, Change and Escalation Management practices.
• Validate that completed work meets agreed quality and documentation standards before closure.
• Work with technical SMEs to improve triage guidance, knowledge content and escalation pathways; promote cross-skilling and knowledge transfer.
• Support capacity planning, onboarding, recruitment/EOI activity and capability development for the Operations and Triage function.
• Provide reporting on service performance, workload, risks and outstanding actions; contribute to service reviews and continual improvement.
• Support the Endpoint Services Manager with transition milestones, operational planning and customer engagement.

You will be successful in this role if you have:

• BA/BS degree and 4-6 years' relevant experience OR equivalent combination of education and experience

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] . US job seekers can find more information about Unisys' EEO commitment here .