Service Desk Team Lead

1 week ago

Canberra, Australia Unisys Full time

**What success looks like in this role**:
**Unisys is one of Canberra’s leading Service Desk providers, supporting a range of Federal Government clients. Unisys offers industry best practice training, a collaborative work environment and opportunities for career progression that can build your career in Information Technology.**
- Understands and is accountable for service level objectives as defined by contract/client.
- Supervises the efforts of Service Desk teams within an assigned region.
- Directs Service Desk team members in their day-to-day activities by serving as an escalation point for issues referred to by Service Desk team members, clients or other teams.
- Mentors and trains Service Desk team members to build new skills.
- Builds collaboration within the team and with outside support teams.
- Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis.
- Ensures team meets or exceeds agreed up SLAs.
- Oversee daily operations, including schedules, escalations, and reporting. Prioritize projects, identify goals, and assign staff to reach goals.

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

- Must be an Australian Citizen.
- NV1 Security Clearance required.
- Bachelor’s degree in information technology, Computer Science, or related field.
- 2 years of prior experience preferred but not required.
- Prior management experience not required but may have informally led teams
- ITIL certification is desired.
- Demonstrated leadership skills.
- General knowledge of customers supported.
- Demonstrates leadership principles that build relationships, sustain morale, and foster employee retention.

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.

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