Incident Management Team Leader

2 weeks ago

Canberra, Australia Leidos Full time

Company Description

At Leidos you’ll enjoy 12 weeks’ paid parental leave as a primary carer, competitive remuneration, flexible work practices, discounted health insurance, novated leasing and more. You have the option for an additional 12 Days leave when you enrol into the Life Days Program. Foster your career through complete access to mentoring and learning and development opportunities. Be part of a business with strong professional development with a track record of internal promotion and career transitions. Join one of our many advocacy groups and participate in a paid volunteer day. Be part of the difference.

**Job Description**:
**Your New Role**

Come join us on the Centralised Processing (CP) program within the Department of Defence and elevate your career. This opportunity is to to lead our team of Incident Managers in a very fast paced environment where we work through and overcome unique challenges in order to excel at delivering client outcomes. We are seeking a dedicated, passionate and resilient individual, who take pride in their work and strive to make a difference. In return, we will recognise your talents and abilities and assist you to be your best, both personally and professionally. Working alongside a team of people, routinely interacting with all levels of management and engaging with technical SMEs across a broad range of disciplines, you’ll have all the resources at your fingertips to reach your full potential.

**Key activities include**
- Lead a small team of Incident Managers
- Chair Conference calls with relevant technical resources and other key stakeholders to orchestrate resolution of the incident.
- Liaise with internal and external stakeholders, ensuring they receive appropriate communication
- Keep track of progress against incident SLA's
- Ensuring all Incident cases and records are accurately maintained and are of quality in content
- Continuous improvement of Standard Operating Procedures (SOP’s) to assist in day to day running of the incident process
- Complete Post Incident Reports

**Qualifications**:
**About You and What You'll Bring**
- Experience within an IT service desk environment
- Excellent verbal and written communication skills to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.
- Strong customer service focus with the ability to empathise as well as prioritise
- Experience as an escalation point for queries and more complex calls, incident management and fault reporting, including logging, escalation and coordination with team members and other IT support areas.
- Ability to develop and maintain productive internal and external relationships, partnerships and networks.

Additional Information
**_
This role does require the _**_successful applicant to be an Australian Citizen and hold a current Defence NV-1 (With the option of uplifting to an NV-2 security clearance)._**
- Applicants may also need to meet International Traffic in Arms Regulations (ITAR) requirements. In certain circumstances this can place limitations on persons who hold dual nationality, permanent residency or are former nationals of certain countries as per ITAR 126.1._

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