Service Desk Manager

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

What success looks like in this role:

Role Overview

• Provides operational leadership for Service Desk services supporting a Federal Government client.
• Ensures delivery of high-quality IT support in line with contractual SLAs, government standards, and customer expectations.

Key Responsibilities:

Service Desk Operations

• 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.

Performance & Service Management

• Monitor Service Desk metrics, identify trends, and drive continuous improvement initiatives.
• Ensure the team consistently meets or exceeds SLA, KPI, and customer satisfaction targets.

Leadership & Team Development

• Mentor, coach, and develop Service Desk staff to enhance technical and customer service capabilities.
• Foster a collaborative, accountable, and high-performing team culture.

Stakeholder & Client Engagement

• Build strong working relationships with government stakeholders and internal support teams.
• Participate in service reviews and operational meetings, providing clear reporting and insights.

Compliance & Security

• Ensure Service Desk operations comply with federal government policies, security requirements, and contractual obligations.
• Support audits, reviews, and reporting related to service delivery and compliance.

You will be successful in this role if you have:

Required

• 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.

Preferred

• Experience supporting a Federal Government or public sector account.
• Prior experience leading or informally supervising teams; familiarity with ITIL practices and service management tools.

Security Requirements

• “NV1 security clearance minimum requirement”

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.