Service Desk Manager

2 weeks ago

Canberra, Australia Unisys Full time

**We Believe in Better**

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

**Learn more about Unisys and our key solution offerings**:Unisys, Stealth, CloudForte®, InteliServe

**What success looks like in this role**:
**Job Summary**

This is an exciting opportunity to manage our new and flagship account Department of Foreign Affairs and Trade Service Desk environment, supporting their national and international operations, based in Canberra, Australia.
- This role provides direction to subordinates based on general policies and management guidance.
- Work is reviewed upon completion for adequacy in meeting objectives and Services Level Agreements.
- You will be Interpreting and executing policies and procedures that typically affect subordinate organizational units.
- Your scope includes recommending modifications to operating policies affecting Call Reception operations.
- You will be generating success and results through lower level subordinate supervisors, or through experienced professional employees who exercise significant latitude and independence in their assignments.
- You will be managing the local Enterprise Service Desk team while providing an effective communication conduit between the business and service desk with a focus on service delivery and internal customer satisfaction.
- Internal stakeholders will include Unisys Executive, Account Executives, Delivery Executives, Human Resources, and additional functions.
- Customer stakeholders will include business stakeholders across the scope of the project.
- Managing employees who obtain information from services requester, log information into proper call management system and provide information relevant to the call and services provider.
- Designing, contracting and delivering service desk processes and services that deliver exceptional customer service and support.
- Managing all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements based on established company objectives.
- Responsible for developing and documenting processes and procedures particularly in a SLA driven environment.
- Defining internal Support Desk performance indicators for quality assurance in support of customer facing performance indicators and present them to management.
- Proactively managing communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner.

LI-KP1

**You will be successful in this role if you have**:

- Mandatory Australian Citizen.
- Based in Canberra, ACT, Australia.
- Current holder of Australian Government security clearances at minimum NV2 level.
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- 8+ years’ experience required and 4+ years leadership experience.
- Customer-first attitude and high performance driven.
- Strong analytical abilities and professional office experience.
- Fluent in English in written and spoken.

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