Service Desk Team Lead

Your New Role

We are seeking an experienced and dedicated Service Desk Team Lead to oversee our interstate first level support team of Service Desk Analysts.

Reporting into the Client Services Manager, the selected candidate will be responsible for ensuring exceptional service delivery to our Asia Pacific Staff, Program Teams, and Executive Leadership.

This role can be based in Kingston (ACT) or our Scoresby (VIC) location coupled with flexible work-from-home options.

Key Responsibilities:

• Lead and manage the Service Desk team remotely and in person.
• Train and mentor service desk staff.
• Collaborate with project managers on key initiatives.
• Handle tickets, requests, calls, webchats, and walk-ins as necessary.
• Coordinate with other IT teams to ensure effective service delivery.
• Develop and enforce service desk policies and best practices.
• Manage the creation and update of Knowledge Base Articles.
• Provide reports for business areas as required.
• Review trends and help implement productivity gains.
• Perform asset management duties.

To apply for this role, you must be an Australian Citizen with the ability to hold and AGSVA Baseline Security Clearance at a minimum.

About You & What You'll Bring

We are excited at the opportunity to welcome you into our team and our business. The ideal candidate will have a mixture of technical and leadership experience within the service desk environment.

Key capabilities that will help you succeed in the role:

• Technical expertise in Windows 10 and 11 systems.
• Comprehensive understanding of ITIL frameworks.
• Knowledge of WIFI, VPN, software applications, and hardware.
• Relevant industry certifications (desirable).
• Experience with the M365 productivity tool suite.
• Excellent written and verbal communication skills.
• Strong customer focus with a capacity to implement innovative service improvements.
• Thorough understanding of service management/ticketing tools.
• A resourceful, innovative, and proactive approach to problem solving.
• Critical Incident Management and Change Management experience desirable.

What You'll Love

At Leidos, we embrace diversity and are committed to creating a truly inclusive workplace. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, culturally and linguistically diverse people, people with disabilities, veterans, neurodiverse people, and people of all genders, sexualities and age groups.

You will be valued, included and supported. So if you are open-minded and keen to Be the difference, we look forward to welcoming you.

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.