Service Desk Manager

Unisys; Canberra; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Unisys is seeking an operational Service Desk leader to oversee daily activities, staffing, and escalations for a Federal Government client. You will drive SLA performance, mentor staff, and engage with government stakeholders, ensuring compliance with security and contractual requirements.

A Bachelor’s degree with 2–4 years of experience and ITIL familiarity are preferred. The role emphasizes strong communication and problem-solving in a government IT support environment, with emphasis on

Qualifications

• Bachelor’s degree with 2–4 years of relevant experience or equivalent education/experience.
• IT Service Desk experience with strong communication and problem-solving skills.
• Preferred experience supporting Federal Government or public sector accounts.
• Prior experience leading or informally supervising teams; familiarity with ITIL practices and service management tools.
• NV1 security clearance minimum requirement.

Responsibilities

• Manage and oversee daily Service Desk activities, staffing, ticket queues, and escalations.
• Monitor Service Desk metrics, identify trends, and drive continuous improvement to meet SLA/KPI targets.
• Mentor, coach, and develop Service Desk staff to enhance technical and customer service capabilities.
• Build relationships with government stakeholders and internal support teams; report findings in service reviews.
• Ensure Service Desk operations comply with government policies, security requirements, and contractual obligations.

Skills

IT Service Desk experience

Strong communication

Problem solving

Leadership experience

ITIL familiarity

Education

Bachelor’s degree (BA/BS)

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.

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn. https://www.unisys.com/unisys-legal/recruiting Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity