Federal Service Desk Manager, SLA-Driven Leader

Unisys; Canberra; On-site; AUD 110,000 - 140,000; Full time

Job summary

Unisys in Canberra seeks an experienced Service Desk Leader to provide operational leadership for government IT support, ensuring high-quality services aligned with SLAs and security requirements.

You will oversee staffing, ticket queues, and escalations while driving improvements, reporting, and stakeholder engagement. A Bachelor’s degree with 2–4 years’ IT service desk experience is preferred.

Qualifications

• Bachelor’s degree (BA/BS) with 2–4 years of relevant experience, or an equivalent combination of education and experience.
• Experience in an IT Service Desk or IT support environment with strong communication and problem-solving skills.
• Familiarity with ITIL practices and service management tools.

Responsibilities

• Manage and oversee daily Service Desk activities, including staffing, ticket queues, and escalations.
• Serve as the primary escalation point for complex or high-impact service issues.
• Monitor Service Desk metrics, identify trends, and drive continuous improvement initiatives.
• Ensure the team consistently meets or exceeds SLA, KPI, and customer satisfaction targets.
• Mentor, coach, and develop Service Desk staff to enhance technical and customer service capabilities.
• Foster a collaborative, accountable, and high-performing team culture.
• Build strong working relationships with government stakeholders and internal support teams.
• Participate in service reviews and operational meetings, providing clear reporting and insights.
• Ensure Service Desk operations comply with federal government policies, security requirements, and contractual obligations.

Skills

Strong communication skills

Problem solving

Leadership

IT Service Desk experience

Education

Bachelor’s degree (BA/BS) with 2–4 years of relevant experience

Job description

Unisys in Canberra seeks an experienced Service Desk Leader to provide operational leadership for government IT support, ensuring high-quality services aligned with SLAs and security requirements.

You will oversee staffing, ticket queues, and escalations while driving improvements, reporting, and stakeholder engagement. A Bachelor’s degree with 2–4 years’ IT service desk experience is preferred.