Service Desk Team Lead

Company Description
**About Us**
At Leidos we bring together science, engineering and technology to deliver smart solutions to our customers' most complex challenges. Great ideas are our currency and every person is encouraged and enabled to be curious, open-minded and confident in bringing theirs to the table - to be inspired by what they can achieve and the impact they can have.

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

This role will manage the Service Desk team in Canberra and to effectively provide services and support to CoA staff. The role will also ensure services provided by the Service Desk are managed and supported effectively.

You will be working working closely with the End User Services, Infrastructure, and Cyber Security teams to deliver a consistently high level of service.

Responsibilities include:

- Manage a team of Service Desk analysts located in a blend of in-office and remote locations;
- Perform incident management, change management, project implementation and BAU activities as required;
- Keep track of team activities and report progress to management;
- Participate in Continuous Improvement initiatives to streamline processes, improve efficiency and meet business demands;
- Contribute to solving complex technical problems and ensure the completion of programs and projects relevant to the Service Desk and broader CIO Services initiatives;
- Oversee procurement of hardware and software and maintain tracking of system wide software;
- Perform scheduled and ad-hoc reporting of Service Desk and Field Support activities;
- Develop and maintain relationships with CoA resolver groups to ensure effective collaboration and support;
- Develop and manage relationships with suppliers;
- Manage software and hardware budgets;
- Manage knowledge base and provide training for all members;
- Ensure system documentation and performance levels are maintained at all times, and other duties as required.

**Qualifications**:
**About You and What You'll Bring**

Coupled with your education and practical experience, you will demonstrate a 'can-do', pro-active, approach with the ability to understand the business, identify issues and develop relationships to achieve Leidos objectives. Professional experience within the relevant technologies and domains based on the list of skills and abilities listed below.

**Skills**:

- Strong communication skills, technical and interpersonal skills combined with the ability to work autonomously as well as contribute as a valued team member including:

- Demonstrated knowledge and experience with troubleshooting relevant technologies such as
- Microsoft technologies (Windows desktops, Windows Server, Exchange, Office, Skype for Business)
- Mobility (Apple devices, Android devices)
- Demonstrated knowledge and experience of client & server hardware and software deployment techniques;
- Demonstrated ability to manage teams;
- Working knowledge of related disciplines practices;
- Demonstrated experience working within an engineering, project or service desk environment (preferably in the defence industry);
- Ability to develop and determine approaches to solutions in a practical and creative manner;
- Good problem-solving skills with the ability to resolve moderately complex technical issues;
- Excellent verbal and written communication skills with the ability to influence key stakeholders;
- High attention to detail;
- Ability to work under general supervision in a professional environment;
- Good planning and organisational skills, and
- Outcomes focused.

**_ This role requires the successful applicant to be an Australian Citizen, hold or be willing to gain a minimum NV-1 level Australian security clearance, and the successful completion an Organisational Suitability Assessment_**

Additional Information
**What You'll Love**

At Leidos you'll enjoy 12 weeks' paid parental leave as a primary carer, flexible work practices, discounted health insurance, novated leasing and more. Foster your career through complete access** **to learning and development and mentoring opportunities, we have a strong track record of internal promotion and career transitions. Join a company who acknowledges "People First".